Customer Service
Here is some information that should answer most of the common questions associated with the use of our website and the services we provide. If you have a question that is not answered on this page, please contact us
Delivery
Same Day Delivery
Orders placed before 2pm (based on time zone of the recipient) are eligible for same day delivery within Canada and the USA. Please note that no deliveries are made on Sundays.
Next Day Delivery
Orders placed after 2pm (based on time zone of the recipient) are eligible for next day delivery. Please note that since we don’t deliver on Sundays, orders placed on Saturday after 2pm can’t be delivered until Monday.
Rural Area Delivery
Flowers by Sears delivers to under serviced rural and remote locations. Please keep in mind, however, that servicing these areas is more difficult, and could result in additional charges to cover the cost of delivering the product. If your order is destined to one of these areas, we will contact you (via email or telephone) prior to processing your order, with the revised price. At this time you will have the opportunity to either approve or cancel the order.
International Flower Delivery
We can deliver fresh flowers across the globe! However, due to different customs, product availability and prices in each country, the ordering process can differ. See International Delivery for more information.
Delivery to Hospitals
Please ensure when ordering a delivery to a hospital that you:
- Include the full name and telephone number of the hospital.
- Include the room or ward number of the recipient.
Delivery Times
We deliver Monday to Saturday with the exception of holidays. We do not deliver on Sundays, except on Mother’s Day.
Delivery is normally carried out between the hours of 9:00 a.m. and 7:00 p.m. We are not able to accommodate specific delivery time requests.
We cannot accept orders to Post Offices Boxes or Rural Route addresses (e.g. Box 49, City or RR#3, City).
Recipient not home
If the recipient is not home at the time of delivery, the delivery driver will choose one of the following options based on his/her professional judgment.
- Call the recipient and schedule an alternate delivery time.
- Leave a note on the recipient’s door, instructing them to call and schedule an alternate delivery time.
- Leave the arrangement in a covered/secure area of the property.
- Leave the arrangement with a neighbor and place a message on the door to notify the recipient of the product’s whereabouts.
- Return the next day and reattempt delivery.
Please note: We will attempt delivery for 3 consecutive business days; after that, we will contact you for further instructions or cancel the order.
Payment
Sales Tax
Sales tax is applied based on the location of the recipient. You will be able to see the final price (including taxes and service charge) during the check out process.
Service Charge
A service charge of $13.95 will be added to all orders. You will be able to see the final price (including service charge and taxes) during the check out process.
Payment Options
We accept Sears Card, Sears® MasterCard, MasterCard®, Visa® and American Express®.
Sears® is a registered Trademark of Sears, licensed for use in Canada. MasterCard® is a registered Trademark of MasterCard International Incorporated.
Satisfaction Guarantee
Every Flowers by Sears arrangement is guaranteed to:
- Be made with quality flowers.
- Arrive fresh for longer enjoyment.
- Come beautifully arranged.
In the event that this might not be the case, all our floral gifts are backed by our 100% Satisfaction Guarantee of a ‘hassle-free’ replacement or your money refunded.
Substitution Policy
In the event of a temporary regional product shortage, it may be necessary to modify the gift you ordered. You can be assured that the look, theme and colour scheme of the original arrangement will not be compromised by any substitution.
We also guarantee that all substitutions will be made with consumer value in mind, meaning we will only substitute flowers for those of an equal value or higher.
Security
You can order with confidence knowing that your personal information is absolutely safe. We encrypt your personal information and send it over the Internet using SSL (Secure Socket Layer) technology, making it unreadable to anyone other than us. We will never rent, sell or trade your information to any third party, unless required to do so by law.
Phone Orders
Placing your order online is safe and easy; however if you would rather order by phone, please call 1-866-851-1575.
Order Changes & Cancellations
You can change or cancel your order at anytime unless it has already been delivered or has already been prepared for delivery. If you need an immediate cancellation or modification of an order please call 1-866-851-1575.
However if your order is not set for delivery within the next day, a simple email will take care of it. Please be sure to include the order number in your email.
Problems with an Order
We promise to make all possible efforts to ensure you are 100% satisfied with our products and service. If you feel you are not fully satisfied with any aspect of the transaction, please contact us and we will make it right.
Email Confirmation
Immediately after you place your order you should receive an email confirmation. If you don’t see the email confirmation in your inbox, please check your junk mail. (To prevent this from happening we recommend you add to your address book.)
If you still don’t see your email confirmation, or if the confirmation you received does not reflect your order, please contact us
