Delivery & Substitution Policy

Our Guarantee

Every order is important to us because we know how important it is to you. Hence, we want to please every customer with beautiful flowers and accommodating service. Knowing that flowers are a perishable product and that floral arrangements and floral gifts are handmade, we make every effort to ensure the quality, accuracy, and beauty of our work. Many variables determine whether a flower will last as long as anticipated or whether a designer has created something which you will enjoy. We constantly seek ways to bring some of these variables under our control for improved floral performance. We always welcome your comments and inquiries. Also, if you are not completely satisfied with the quality of one of our products, please contact us immediately (with in 48 hours) at 781-894-4600 and we will promptly take the appropriate action. Unfortunately we don’t offer refunds. All sales are final.


Delivery Policy

Updated 2020 Covid Contactless Delivery Policy: All deliveries til December 1st, 2020 will be contactless deliveries. Due to the Covid-19 we are not allowed to do our normal hand to hand deliveries. Once delivery is made, driver will knock on the door, ring doorbell, and call the recipient once driver is back safely in the car. The driver will inform the recipient the flowers are waiting for them outside. All orders are delivered 11am-2pm, Monday – Saturday.

Ordering During Holidays

Our store and delivery hours may vary for major holidays. To help ensure on-time delivery during the busy holiday season, place your order at least 2-3 days prior to the following holidays:

  • New Years Day (OPEN)
  • Valentine’s Day (OPEN)
  • Good Friday (OPEN)
  • Easter (OPEN)
  • Administrative Professional’s Week (OPEN)
  • Mother’s Day (OPEN)
  • Father’s Day (CLOSED)
  • 4th of July (CLOSED)
  • Labor Day (CLOSED)
  • Thanksgiving (OPEN)
  • Christmas (CLOSED)

Same Day Delivery: If you order before 1:00 pm in the recipient’s time zone, we can typically deliver the flowers the same day Monday – Saturday.

Specific Times: We are unable to guarantee delivery at a specific time, but we are normally able to deliver within four hours on orders. You may request a time frame in the “Delivery Or Special Instructions To Florist” box when ordering, and we will do our best to accommodate your request.

Delivery Times: Normal delivery times are 11am-2pm daily for all orders. During major holidays such as Valentine’s Day and Mother’s Day we operate extended delivery hours and delivery times are 7am-7:30pm.

Funeral Homes: These orders are our very highest priority. If you have ordered too late to make the funeral service we will call to let you know quickly, so that you can make other arrangements or have something sent to the home of the family. We normally contact the funeral home anyway to verify the time of the viewing and make arrangements for the flower delivery. If you have selected a delivery date that is before the actual viewing we will deliver to the viewing per the funeral home instructions. If you have ordered for a funeral viewing on Sunday or early morning Monday service, we’ll deliver on Saturday for you.

High Schools: Orders to High Schools should be placed early, because they must be received by 2pm.

Colleges: We currently only deliver to Bentley and Brandeis University. Orders to these Colleges should be placed early, because they must be received by 2pm to the mailroom. We are only allowed to deliver to the mailroom. Under no circumstances are we allowed to deliver to dorm rooms, it is school policy for student safety. The school will send student email about having a new package to pick up, but we also call as most students don’t check emails frequently enough. We only deliver Monday – Friday to these Colleges as mailrooms are closed on Saturdays.

P.O. Boxes: We are unable to deliver flowers to a P.O. Box.

If No One Is Home: We do not leave floral designs, unless sender or recipient ok’s it. The customer assumes all liability for requests to leave arrangements. We highly discourage special instructions requesting delivery to a doorstep, porch, yard or any location where the recipient cannot accept the arrangement themselves. Waltham’s Florist cannot be held responsible for missing or faulty product due to this special request. If recipient is not home, we’ll call them with the number you provided and leave a door tag to set up a redelivery time for them.

Incorrect Addresses: If the recipient’s address is incorrect and delivery was attempted to the address, there is a $10-$30 address correction fee depending where new delivery location is. Waltham’s Florist is not responsible for deliveries made to incorrect addresses submitted to us by the customer. If such a delivery is made, the customer assumes responsibility for the entire purchase.

Canceling An Order: Same-day orders are processed immediately, and usually cannot be changed or canceled. Due to the urgent nature of florist delivered products, we are unable to cancel or change orders already in process, en route or delivered. To cancel or change an order that has not been processed, please call 781-894-4600.

Recipient May Be Contacted: In some cases, the florist may contact the recipient to ensure she/he will be home to accept the delivery or to reschedule a delivery when they will be home. If recipient is not home when we attempt first delivery. We’ll leave a door tag and also call recipient with the number you provided to set up a new delivery. If recipient, would like to pick up instead, we’ll arrange for that. Sender will still be charged for delivery as attempt was made.

Request To Leave Item At Door: The customer assumes all liability for requests to leave arrangements. We highly discourage special instructions requesting delivery to a doorstep, porch, yard or any location where the recipient cannot accept the arrangement themselves. Waltham’s Florist cannot be held responsible for missing or faulty product due to this special request. As cold and hot weather can effect items within minutes.

Recipient Refusal Of Delivery: If the recipient refuses to accept a delivery, you will be held fully liable for the cost of the gift and delivery.

Card Messages: The message that you write in the Card Message field is the message that is sent with the gift. If you want to remain anonymous, then leave card message blank. If recipient call and wants to know the name of sender, legally we have to give out that information. We do not include any billing information with your order.


Substitution Policy

Fresh Flowers: At Waltham’s Florist we are committed to delivering your important emotional sentiments on time and as fresh and beautiful as possible. The nature, seasonality, and regional availability of flowers it is sometimes necessary to make substitutions of equal or greater value. We will make every effort to maintain the “look and feel” of the arrangement by considering the overall shape, size, style, and color combinations. In single-variety arrangements the variety will take precedence over color. For instance, if an order is for yellow daisies, they will substitute another color of daisies, not another yellow flower. White roses and cream roses may be substituted for each other as well as peach roses and pink roses. Purple and pink orchids may need to be substituted for white orchids and vice versa. If you have a special request, please enter that in the “Delivery or Special Instructions To Florist” section of the checkout. We’ll do our best to honor any changes you would like. We can always send you a photo of how the design looks with the substitution, just let us know ahead of time. If you want design to be exact, and we don’t have the exact recipe, we’ll put the order on hold until we speak with via phone or email. This may result in a delay in delivery day if we don’t hear from you in time during same day delivery request.

Balloons: Some hospitals and businesses do not allow latex balloons with an arrangement.

Plants: For green and blooming plants, similar plants may be substituted of equal or greater value. For one-of-a-kind plants, such as orchids, we will make every attempt to match the plant type, but may substitute with another color. Containers and baskets for plants will be as close as possible.

Gift Baskets: Substitutions within a basket color may be made with items of greater or equal value if necessary to guarantee freshness and timely delivery.

Substitutions for Special Occasions: Due to the importance of delivering orders for special occasions, such as funerals, birthdays, and anniversaries, on specific days, we may make a substitution of equal or greater value to ensure timely delivery, if the flowers you requested are not available, and we are not able to contact you via the phone or email address you provided us.


Taxes & Pricing

  • The 6.25% sales tax for the state of Massachusetts will be displayed in the checkout.
  • Some items don’t have sales tax in Massachusetts and will not be charged the 6.25% sales tax.
  • Prices are subject to change at any time. During peak holiday seasons, prices will go up on floral designs to cover the high cost we endure to purchase the high price/demand of florals.
  • Many products are available in Regular, Deluxe, and Premium sizes that you can upgrade to.

  • Due to working with a perishable product, all sales are final and we don’t offer refunds.