DELIVERY, SUBSTITUTION, AND REFUND POLICY
Business Name: Carmel Gardens
Website: carmelgardensfloral.com and shop.carmelgardensfloral.com
Contact: hello@carmelgardensfloral.com
This Delivery, Substitution & Refund Policy applies to flower delivery orders, plants, orchids, gifts, sympathy flowers, holiday flowers, custom flower orders, and recurring floral deliveries placed through Carmel Gardens.
Wedding, event, corporate event, and large-scale custom floral services may be subject to separate proposals, contracts, invoices, and event-specific terms. If a signed agreement conflicts with this policy, the signed agreement will control for that specific event or service.
CONTACT US
For questions about this Delivery, Substitution, and Refund Policy, please contact:
Carmel Gardens LLC
Email: hello@carmelgardensfloral.com
Phone: 831-293-9936
CHANGES TO THIS DELIVERY, SUBSTITUTION, AND REFUND POLICY
We may update this Delivery, Substitution, and Refund Policy from time to time. Any changes will be posted on this page.
REJECTED DELIVERY
If the recipient refuses delivery for any reason, Carmel Gardens is not responsible for the recipient’s decision and the order will not be eligible for refund.
P.O. BOXES
We cannot deliver to P.O. boxes, post office boxes, or post office locations under any circumstances.
RECIPIENT AVAILABILITY
We do not typically call recipients ahead to coordinate delivery timing or confirm availability.
It is the sender’s responsibility to make sure the recipient will be available on the delivery date, the address is correct, and the delivery location is accessible.
If recipient availability is uncertain, we recommend sending the arrangement to a business, hotel, front desk, concierge, or another location where someone will be available to receive it.
DELIVERY FEES
Delivery fees are calculated at checkout and may vary based on zip code, distance, delivery location, order type, timing, season, and availability.
For custom orders, event orders, recurring floral deliveries, or deliveries outside our standard range, please contact us for availability and a custom quote.
DELIVERY AREA
Our standard delivery area includes Carmel, Carmel Valley, Carmel-by-the-Sea, Carmel Highlands, Pebble Beach, Pacific Grove, and Monterey.
Delivery to Seaside, Marina, Big Sur, Southern Salinas, or other locations outside our standard delivery area may be available by request, depending on our schedule and the exact delivery location.
Please contact us If your delivery address is outside our standard delivery area.
DELIVERY INFORMATION
The customer is responsible for providing accurate and complete delivery information, including:
- Recipient name
- Delivery address
- Recipient phone number, when available
- Gate code or access instructions
- Apartment, suite, unit, or building number
- Hotel, business, venue, or front desk details
- Any special delivery instructions
Carmel Gardens is not responsible for failed, delayed, or misdirected deliveries caused by incorrect, incomplete, or inaccessible delivery information.
ORDER MINIMUMS
Order minimums may vary by product type, delivery area, season, holiday, or custom request.
Current product pricing and delivery minimums will be shown on the product page, at checkout, or provided in a custom quote.
DELIVERY DAYS
We typically offer local flower delivery Monday through Friday, unless otherwise stated for a holiday, seasonal offering, special event, or custom order.
Weekend delivery is typically available for wedding à la carte orders, celebration of life flowers, large-scale custom orders, and other pre-arranged floral services.
Weekend availability is limited and must be confirmed in advance.
SAME DAY ORDERS
Same-day flower delivery is typically available Monday through Friday, depending on our schedule and flower availability.
Because same-day options may be limited, we recommend calling us to place your order so we can confirm what is available and help you choose the best option.
Same-day orders are not guaranteed until confirmed by Carmel Gardens.
CARMEL-BY-THE-SEA ADDRESSES
We are familiar with delivering to Carmel-by-the-Sea addresses that do not have traditional street numbers.
At checkout, please enter the directional address, such as “Casanova 2SE of 7th,” and include the house name, cross streets, or a defining feature whenever possible.
IF NO ONE IS AVAILABLE TO RECEIVE THE DELIVERY
If no one is available to receive the delivery, our driver may, at their discretion:
- Leave the arrangement in a safe, shaded, and reasonably protected location
- Leave the arrangement near the front door, gate, porch, or entrance
- Leave the arrangement with a front desk, concierge, receptionist, coworker, neighbor, or property representative
- Contact the sender or recipient for assistance
- Return the order to our studio if the location is inaccessible or unsafe
Because flowers, plants, and orchids are perishable, we cannot guarantee freshness or condition once an order has been left unattended, accepted by someone other than the recipient, or exposed to weather, heat, sun, wind, pets, children, or other environmental conditions.
UNDELIVERED ORDERS
An order may be considered undeliverable if:
- The address is incorrect or incomplete
- The location cannot be found
- There is no safe or accessible place to leave the order
- A gate, locked building, security desk, or access restriction prevents delivery
- The recipient is unavailable
- The recipient refuses delivery
- Weather, safety, or property conditions prevent delivery
- The delivery location is a P.O. Box or post office address
If an order is undeliverable, we may return it to our studio and contact the customer to coordinate pickup or possible redelivery.
Additional fees may apply for redelivery. If we do not receive a timely response, or if the order is not picked up within 48 hours, the order may be considered forfeited.
CLAIMS OF NON-DELIVERY
If you believe an order was not delivered, please contact us at hello@carmelgardensfloral.com with your order number.
Please allow us up to 24 hours to investigate the issue. We may review delivery notes, driver information, photos, communication records, and delivery details.
If we determine that no delivery attempt was made due to an error on our part, we will provide an appropriate resolution, which may include redelivery, replacement, credit, or refund.
If we confirm that delivery was attempted or completed using the information provided at checkout, the order may not be eligible for refund.
SEASONAL FLOWERS AND SUBSTITUTIONS
The arrangements shown on our website represent the general style, color palette, size, and feeling of the design. Exact flowers, colors, textures, foliage, vessels, plants, orchids, and materials may vary.
Flowers are seasonal and subject to availability, weather, quality, market conditions, supply chain issues, order volume, and other factors outside our control.
Carmel Gardens reserves the right to make thoughtful substitutions as needed based on freshness, quality, availability, and design judgment.
When substitutions are made, we will maintain the overall color palette, style, value, and design integrity of the arrangement as closely as possible.
SPECIFIC FLOWER REQUESTS
You are welcome to include flower preferences or special requests at checkout. We will do our best to honor them whenever possible.
However, we do not guarantee specific flower varieties, exact colors, exact vessels, or exact materials unless confirmed by Carmel Gardens in writing before the order is placed.
If a specific flower variety, color, vessel, or design detail is essential, or if you would like something fully custom, please contact us before ordering.
VESSEL SUBSTITUTIONS
Vessels may vary based on availability, product type, design needs, and supply.
We reserve the right to substitute the vessel shown or described with another vessel of similar style, quality, and value.
PLANTS, ORCHIDS, AND SUCCULENTS
Plants, orchids, and succulents are natural products and may vary in size, shape, bloom count, color, variety, and vessel.
Longevity depends on placement, light, temperature, watering, humidity, and care. Carmel Gardens does not guarantee the lifespan of plants, orchids, or succulents after delivery.
QUALITY CONCERNS
We take great care to design and deliver fresh, high-quality flowers.
If there is a quality issue with your order, please contact us within 24 hours of delivery at hello@carmelgardensfloral.com. Please include your order number, a description of the issue, and clear photos of the arrangement.
Claims made more than 24 hours after delivery may not be eligible for replacement, credit, or refund.
At our discretion, we may offer a replacement, partial refund, store credit, or another appropriate resolution.
CARE AFTER DELIVERY
Once an arrangement has been delivered, accepted, or left at the delivery location, Carmel Gardens is not responsible for damage or decline caused by:
- Heat, sun, cold, wind, rain, or weather
- Lack of water
- Improper care
- Mishandling
- Pets or children
- Placement near heat, direct sunlight, or drafts
- Delayed pickup from a front desk, concierge, office, or delivery location
- Leaving flowers unattended after delivery
For best results, flowers should be brought indoors promptly, kept away from direct sunlight and heat, and cared for according to any care instructions provided.
CANCELING OR CHANGING A FLOWER DELIVERY ORDER
To cancel or change an order, please email hello@carmelgardensfloral.comas soon as possible and include your order number.
We will do our best to accommodate changes, but changes are not guaranteed once an order has been accepted, sourced, designed, prepared, or sent out for delivery.
Unless otherwise stated on the product page or holiday ordering page:
- Orders canceled at least 48 hours before the scheduled delivery date may be eligible for refund.
- Orders canceled less than 48 hours before the scheduled delivery date may not be eligible for refund.
- Orders that have already been sourced, designed, prepared, dispatched, delivered, or attempted for delivery are not refundable.
Processing fees, custom sourcing costs, special-order items, and other costs already incurred may be non-refundable.
CUSTOM OR SPECIAL REQUEST ORDERS
Custom orders, specialty flower requests, large arrangements, sympathy orders, wedding a la carte, celebration of life flowers, event-related orders, and orders requiring special sourcing may have stricter cancellation terms.
Unless otherwise agreed in writing, custom or special request orders canceled within 7 days of the scheduled delivery or pickup date may not be eligible for refund.
HOLIDAY ORDERS
Holiday floral orders, including Valentine’s Day, Mother’s Day, Thanksgiving, Christmas, Hanukkah, and other seasonal offerings, may be subject to separate deadlines, delivery windows, product availability, minimums, and cancellation policies.
Holiday cancellation deadlines will be listed on the applicable product page, ordering page, or seasonal announcement when applicable.
Due to high order volume and advance sourcing, holiday orders may be non-refundable once the cancellation deadline has passed.
RECURRING FLORAL DELIVERY AND SUBSCRIPTIONS
Recurring floral deliveries and subscriptions may include weekly, bi-weekly, monthly, seasonal, or custom floral service for homes, offices, hospitality spaces, restaurants, retail locations, wineries, and private residences.
Subscription pricing, delivery frequency, service area, billing schedule, cancellation terms, and floral scope will be provided at the time of purchase, proposal, invoice, or agreement.
Unless otherwise stated in writing:
- Subscription changes require at least 7 days’ notice.
- Subscription cancellations require at least 7 days’ notice.
- Skipped deliveries or pauses are subject to availability and scheduling.
- Orders already sourced, designed, scheduled, or delivered are not refundable.
- Delivery fees may vary by location and service schedule.
If subscription billing is automatic, cancellation instructions will be provided with the subscription terms or order confirmation.
WEDDINGS, EVENTS, AND CORPORATE FLORAL SERVICES
Wedding, event, corporate, brand activation, installation, and large-scale custom floral services are excluded from this standard delivery and refund policy unless otherwise stated.
Those services are governed by the proposal, invoice, contract, or floral agreement in place for that specific event.
REFUND METHOD
Approved refunds will be issued to the original payment method whenever possible.
Refund timing may vary depending on the payment processor, bank, or credit card provider.