1. Commitment To Follow All Directions:
I understand that I am accepting the role of florist for my event. It is my responsibility to read the instructions provided and follow directions.
It is the customer's responsibility to properly care for flowers. Petal Icon is not liable for products mishandled by clients. We go to great lengths on each product page to explain in detail how to care for each flower. We provide in-depth instructions on our Flower Care 101 page that contains a prep video and PDF flower care instructions.
2. Delivery and Shipments:
I am responsible for accepting my delivery. UPS/FedEx may or may not leave it at the door, it's up to the discretion of the driver. Petal Icon is not responsible for stolen boxes or damaged products due to being left on the porch during inclement weather. Petal Icon is not responsible for UPS/FedEx or shipping delays, as we cannot control the weather or mechanical delays that impact shipping carriers.
Customers who are not present at the time of delivery requiring UPS/FedEx to hold onto the package forfeit any rights to refunds, no exceptions. If I miss your delivery, it is my responsibility to coordinate a redelivery or pickup. Petal Icon is unable to help with redelivery per UPS/FedEx rules.
3. Accurate Event Information:
I am responsible for providing the correct information for your event, including but not limited to the delivery date. Petal Icon is able to accommodate Tuesday-Friday deliveries only. If I provide inaccurate information to Petal Icon, we will be unable to ship replacements or issue a refund (if needed), and any claims will be denied.
4. 5% Loss Rule - Not Every Flower Will Be Perfect:
I understand not every bud will be perfect, and a loss of 5-10% or less is normal.
Petal Icon guarantees the general quality and freshness of the flower shipment as a whole. All flowers require hydration after shipping, and we request that all customers immediately and carefully prep the flowers and let them hydrate for 1 hour before removing the wrapping.
Flowers are a natural product and therefore demonstrate some uniqueness, including spots and variations in color. For this reason, our guarantee does not include the natural variations and imperfections that occur. Petal Icon does not guarantee that every stem will be the same and free of imperfections. There may be a few stems that I do not include in my arrangements. This is part of the preparation and design process. As I prep my flowers, and trim away the leaves, stems, and extra greenery, I will break or lose a few stems as part of this process. This is what florists do.
5. Flower Substitution Policy:
I understand Petal Icon reserves the right to make changes and substitutions. All substitutions and changes are only done as a last resort, and only when the reasons for doing so are reasonable and genuine. For example, if a certain bloom is unavailable or the flowers are below par and not in a condition to grace an event function, they are changed from Petal Icon's side. Any substitutes will be on par with your original order, meaning we will not sub out carnations for garden roses. The cost will be proportionate.
6. Claims/Refund/Replacement Flowers:
I understand I am to contact Petal Icon IMMEDIATELY or within 24 hours of delivery if there are any issues with my order, like damaged flowers, major color discrepancies, or missing bunches. We cannot issue refunds for slight color variations. I understand that no flowers can be thrown away until Petal Icon authorizes it.
Petal Icon will not reimburse you for flowers purchased on your own. We will only refund or replace our own flowers, and only when a claim is made within the first 24 hours of delivery, and must be accompanied by pictures. Any claim, please submitted here on our Flower Support Form.
Claims submitted after the event, not within 24 hours of delivery, or without sending photos, will be refused. No exceptions.
7. Cancellations:
Petal Icon allows for cancellations 30 days prior to the scheduled delivery date. No refunds will be provided for cancellations inside 30 days of the scheduled delivery date, as the flowers have already been purchased and secured. No Exceptions.
Excessive order changes may incur an additional fee and are at our sole discretion.
8. Order Changes:
You can add or change as many flowers as you want, as long as the change is made at least 30 days before your delivery date.
Add-on or change requests less than 14 days before the delivery date carry an expedited fee of $25.
While we strive to be customer-first, we are not always able to accommodate change requests.
9. Refusal of Service:
The Services are offered subject to our acceptance of your order or requests. We reserve the right to refuse service to any order, person, or entity, without the obligation to assign reason for doing so.
Customers who are rude, excessively demanding, or use hate speech will have their order canceled and money refunded at any time.
10. Copyrights:
All content included on Petal Icon Site, including but not limited to the design of the site, the site as a whole, text, graphics, logos, button icons, images, audio clips, digital downloads, data compilations, software and other material (collectively referred to as our “Content”), is the property of Petal Icon and is protected by copyright, trademark or other proprietary rights. The collection, arrangement, and assembly of all Content on the Site is the exclusive property of Petal Icon and protected by U.S. and international copyright laws.