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Customer Service

Conditions of Use

Terms and conditions
By placing an order on the Silver Lake Florist website or when calling our customer services team to place an order, you are agreeing to the following terms and conditions.

Changes to your order
If you wish to change your order, please do so via the My Account area of the Silver Lake Florist website. Please note that any changes to your order (delivery address, gift message) must be made at least 24 hours prior to dispatch to ensure that we have time to amend the order prior to dispatch. We cannot guarantee to accept changes made to your order after that time.

Payment problems
Our website has a secure checkout and we therefore encourage customers to place their orders online. However, on occasion, when submitting customers credit/debit card details to our bank, we receive payment failures which prevent us from accepting your order immediately.

Occasionally credit cards that are entered correctly and have sufficient funds are not validated because the card issuer is performing a random security check. In these cases, we will still have received your order but need to take payment over the phone. We will email or call you in these circumstances. If you receive a message to tell you that payment has not been validated, please contact our customer service team immediately to ensure your order is delivered on time.

Due to time differences, payments made out of office hours, or problems getting hold of customers via the contact details they have provided, we are sometimes unable to process a valid payment prior to the requested delivery date. If this is the case, once we have received payment, we will dispatch the flowers as soon as possible to ensure that there is no further delay. Although this delay is regrettable, it is outside our control and therefore we cannot offer any form of refund in these circumstances.

Privacy Notice

Your Privacy
Silver Lake Florist respects the privacy of every individual who shops via our online catalog. When you place an order online, all personal information you give Silver Lake Florist is kept absolutely private. We will not share or sell your name, postal address, or any other personal information you provide us to any outside companies or agencies.

For our customers who choose to receive our occasional emails, rest assured we do not share, rent, or sell your email address to outside companies or agencies. Period.

Silver Lake Florist may use cookies to allow us to better service our customers. If you would like to erase all cookies at the end of every session or disable them entirely, please refer to your browser instructions on how to do so. Please note that disabling cookies will prevent you from placing items in your shopping cart, and you will not be able to order online. To order by phone, please call 1-866-929-2664 to reach one of our customer service associates. The Call Center is open from 9 a.m. to 6 p.m. Eastern time Monday-Saturday; noon to 6 p.m. Sundays.

We save personally-identifiable information only when visitors place an order (when we must save name, address, and credit card information in order to process the order). In order to improve our Web site and identify navigation problems, we save information about how visitors click-through our site, but that information is aggregate and not linked to personally-identifiable information.

Your Security
Orders placed through our Web site utilize SSL (secure socket layers) to protect credit card information so it cannot be read in transit. If you do not have a browser that supports SSL or you are not comfortable sending your credit card information online, then you may call (1-866-929-2664), or mail (Silver Lake Florist, 2971 Kent Rd, Silver Lake, OH 44224) your order to us.

Delivery

Under normal circumstances, we will try to ensure that your order is delivered to the recipients address you provide. However, there are times when this is not possible due to problems with the address information that our customers provide or due to problems our drivers encounter when attempting to deliver the order. It is therefore very important that you ensure that the recipient address you provide is accurate, and that you give additional instructions to assist our drivers locate difficult-to-find addresses. It is also very important that you keep us informed if you find that the recipients address or availability changes prior to the order being delivered.

If you are unsure of the recipients address, we recommend using one of the following address lookup and validation websites: http://www.whitepages.com

As we appreciate that receiving flowers is often time-critical, if we are unable to deliver your order to the recipients address, we will attempt to leave in a secure place on the recipients property. Where this is not possible, we will attempt to leave the flowers with a neighbour. If this is not acceptable, please ensure that you tell us when you place your order. If we are unable to deliver the order, we will attempt to contact you via telephone or email as soon as we attempt delivery. For this reason, it is very important that you provide this vital contact information. It is also very helpful to provide us with the telephone number of the recipient as this often makes it easier to resolve delivery problems when the recipient is not at home at the time of delivery.

In the event that we are unable to deliver the order to a correct recipients address that you have provided, we will attempt delivery the following day and refund the delivery charge associated with the failed delivery. We are not responsible for any other costs incurred by the customer due to failed deliveries.

If we are unable to deliver the order due to one of the following reasons:

  • recipient was not in at the time of the original delivery

If you provide the recipients telephone number, we will try to contact them. If we are unable to, we will try to contact you and upon request will attempt re-delivery either that day, or where possible, the following day. At our discretion, we may ask you to pay a further delivery charge.

Policy
A local delivery fee of $6.95-$12.95 will be added to each order, for each address, depending on the delivery zip code. (For deliveries outside our local delivery area, this fee may vary.)

U.S. orders must be received before 12:00 p.m. in the recipient's time zone to help assure same-day delivery. Orders received after that time will be delivered the following day. We will do our best to accommodate deliveries at a specific time of day, but we cannot guarantee it.

We are unable to make deliveries on Sundays. Orders requesting delivery on this day will be delivered the following business day. Deliveries of orders to rural route addresses or cemeteries cannot be guaranteed. We will be happy to accept your international orders if you call our shop directly. We are unable to accept international orders over the internet.

Deliveries to Hospitals
Deliveries to hospitals are often problematic as patients move from ward to ward, or are discharged. This means that we sometimes are unable to deliver orders for customers at a very emotional time. However, many of these problems can be resolved by ensuring that we have accurate and up-to-date information about the ward that the recipient is in.

It is particularly important that you provide the full name of the recipient of the order as there can be several patients with the same name and this can lead to delivery issues that are out of our control.

Delivery to business addresses
If you wish to order flowers for delivery to a business address, we recommend that you use one of timed delivery services to ensure delivery is made within office hours.

Flower availability and substitution
All floral products are subject to availability. In the event of any supply difficulties or if the flowers we have received from our growers that are needed to make up your order do not meet our high quality standards , we reserve the right to substitute any product with an alternate product of a similar style and equivalent (or greater) value and quality. Where this is necessary, we will try to contact you via email. If you wish to discuss the substitution we have made, please contact our customer services team.

If we are unable to contact you via the contact methods provided prior to the time that we make up your order, we will assume that you accept the substitution.

Damaged flowers
Although we do our best to ensure that this does not happen, on very rare occasions, flowers arrive at their destination damaged. If the recipient receives damaged flowers, please contact us immediately so that we can arrange one of the following:

  • a re-send on the next available delivery date
  • a full refund

Areas Covered

Our shop serves the following areas: Silver Lake, Cuyahoga Falls, Stow, Munroe Falls, Tallmadge, Hudson, Kent, Akron, Barberton, Bath, Copley, Mogadore, Montrose, and Norton.

Business Hours

Our shop is open from 8:30 a.m. to 5:30 p.m., Monday through Friday and from 9:00 a.m. to 4:00 p.m. on Saturday. We are closed on Sundays.

Holiday Hours

To help assure on-time delivery during the busy holiday season, place your order at least 24 hours prior to the following major holidays: Thanksgiving Day, Christmas Day, New Year's Day, Valentine's Day, Easter, Administrative Professionals Week, Mother's Day, Memorial Day, Father's Day, Independence Day and Labor Day. Our shop will always be closed on the following holidays: Thanksgiving Day, Christmas Day, New Year's Day, Memorial Day, Independence Day, and Labor Day.

Specialty Services

We deliver all arrangements in our own vehicles to insure timely and professional delivery. If you want the best service and excellent quality along with a 100% satisfaction guarantee, give us a try.

Contact Information

If you have any questions or need more information, please contact us by e-mail at manager@silverlakeflorist.com or call us directly at (866)929-2664. We're always here to serve you and make your flower-sending experience a pleasure.

Silver Lake Florist, Inc.
2971 Kent Rd.
Silver Lake, OH 44224