Customer FAQs

Our customer FAQs is constantly updated, expanded, and refined to ensure that you have access to the very latest information.

DELIVERY:

Q: Can you deliver at a specific time?

A: We can’t guarantee it, but we’ll do our best! Just add a note in the Special Instructions section. For example, say “deliver before 3:00 PM, she leaves work then.” That way the driver will know to make it a priority. We do offer guaranteed by 12pm delivery for an additional $10 (Waltham only) if you order the day before. We only make one attempt on express deliveries. Express deliveries are not available during major holidays like Valentine’s Day or Mother’s Day.

Q: Can you deliver my order on Sunday?

A: We’re closed on Sundays, but we’re up for the challenge! If the order is in the Friday before. In fact, the sooner you order, the better the chance of us being able to assist. We can only make one delivery attempt, no matter the location, weather, etc. You will assume all responsibilities if anything happened to delivery after being left. We cant be held responsible for the flowers once they have been delivered. Delivery price is calculated on a few variables, but minimum delivery charge for a Sunday starts at $25.

Q: Can you deliver my order today?

A: Need to send flowers for a last minute gift? Never fear – we’re here to save the day! As long as you place your flower order before 1:00 PM EST, we can get your flowers there the same day. Order now!

Q: Can you deliver to a gated community, secure building or military base?

A: Of course we can, with a little anticipation! Be sure you give us a daytime phone number for the person receiving the flowers. Two phone numbers are twice as nice! Also, put a note in the Special Instructions section of the order to let us know it’s a secure area or building. Some facilities will allow delivery to a gate guard or main office, so let us know if that’s an option.

Q: Can you deliver to a hospital?

A: Nothing beats flowers and balloons to brighten a hospital room! We will deliver a beautiful bouquet or green plant to the front desk at the hospital. A hospital employee or volunteer will take it from there. Check out our sunny, cheerful selections now. Check with hospital first, as flowers are you usually not permitted on the ICU section.

Q: Can you schedule a delivery at a specific time for a funeral?

A: Absolutely! Sympathy arrangements take priority in the florist business. If you say, for example, “memorial service at 11:00 AM,” we’ll make a special effort to deliver the arrangement the day before or early in the morning giving we have enough time.

Q: What do you do if there’s no one home when you deliver?

A: It depends on what YOU prefer. Usually we instruct delivery driver to bring the flowers back to the shop for safekeeping. If you prefer that we leave your gift with a neighbor, in the Special Instructions section of the order type “If no one’s at home, leave it with a neighbor.” In either case, the recipient will be notified with a message on the door or a voice mail from our driver.

Covid-19 Update: Until December 1st, 2020, for the safety of our team and our clients, we’re still doing no contact deliveries Monday-Saturday from 11am-2pm. Our delivery driver will knock, ring doorbell, and call recipient immediately after delivery to let them know the gift has been delivered. Walk-ins & pick ups are welcomed, but a face mask is required prior to entry. You can order online for same day delivery or pick up (By 1pm EST).

Q: Will you leave an arrangement on the porch or front step?

A: We will, but usually we’d rather not. Hot sun, wind, freezing temps, dogs and cats can wreak havoc on your gift very quickly. Of course, we’ll honor your request if you put a note in the Special Instructions section saying “please leave it at the door if no one is at home.” Or if we have contacted the recipient and knows they will be home soon, they might make an exception.

Covid-19 Update: Until December 1st, 2020, for the safety of our team and our clients, we’re still doing no contact deliveries Monday-Saturday from 11am-2pm. Our delivery driver will knock, ring doorbell, and call recipient immediately after delivery to let them know the gift has been delivered. Walk-ins & pick ups are welcomed, but a face mask is required prior to entry. You can order online for same day delivery or pick up (By 1pm EST).

WEBSITE:

Q: I entered a promotional code, but I didn’t get a discount. Now what do I do?

A: Promotions are not stackable, so please remove any promotions you have currently and then try entering your promotion again. Please read the fine prints on the promotion you’re entering. It may be expired.

We’ll be glad to check on it. Send us an email from our customer service page or call 781-894-4600 and we will be happy to help you.

Q: I didn’t get a confirmation. How can I know you got my order?

A: Uh oh! If you didn’t get a confirmation, there’s a very good chance there was a glitch and your order did not complete. Check your spam folder. To confirm your order, send us an email walthamsflorist210@gmail.com. If you email, send us your name, the email address, and your phone number as you entered them in the order form. Do not email your credit card information. If during our normal business hours call us directly 781-894-4600.

Q: What can I do if I keep getting error messages on your website?

A: Ooh, we hate when that happens! Try this: delete your cookies and temporary Internet files in your browser, and restart the program. In Microsoft Explorer™ click on Tools> Internet Options. In the pop-up window, under Browsing history, choose Delete. In the next window, check Temporary Internet files and Cookies. Click Delete. Click OK.

If the problem persists, you can call us during normal business and give us the order over the phone at 781-894-4600.

Q: What can I do if your website doesn’t display correctly? It’s a jumbled mess!

A: Oh no! So sorry about that! Please make sure you’re using the most recent version of your browser program. If not, you may need to download an update from the software maker’s website.

Does the problem occur when you go to other sites? You may need a computer nerd to defrag your hard drive or clean out any viruses or malware on your machine. You can also try restarting your computer to close applications running in the background.

If you want to place an order or get help from customer service, please call 781-894-4600 to speak to a customer service agent.

Q: How can I reset my password?

A: It’s easy, I promise! To reset your password, click “My Account” at the top of walthamsflorist.com. Next, click “Forgot Password.” You can also go directly to the page here: https://www.walthamsflorist.com/account/password.

After you enter your email address on this page, a new password will be sent to you. You may then login and change your password.

Payment:

Q: Do you accept Paypal?

A: No, currently we dont. Soon we may add this payment form.

Q: Do you charge sales tax?

A: Yes, the state of Massachusetts adds a 6.25% on all flower orders, except for the delivery and chocolates. You will have an opportunity to review this amount before submitting your order.

Q: How can I get a refund and how long will it take?

A: Oh dear! If we dropped the ball on your order we certainly want to know about it. Send an email to walthamsflorist210@gmail.com or call 781-894-4600 to speak to a customer service agent. If a refund is in order, we can submit that right away. It may take two to 4-10 days for your credit card company or your bank to post the credit to your account—that part is up to them.

Q: I entered a promotional code, but I didn’t get a discount. Now what do I do?

A: Promotions are not stackable so please remove any promotions you have currently and then try entering your promotion. Then read the fine lines and make sure the promotion is not expired.

We’ll be glad to check on it. Send us an email from our customer service page or call 781-894-4600 and we will be happy to help you.

Q: What credit cards do you accept?

A: We accept VISA, MasterCard, Discover, & American Express on this website.

International Orders:

Q: What is the cost for an international order?

A: We currently are not able to send or take any international orders.

Q: Can I place an order to someone outside the United States?

A: We currently are not able to send or take any orders for outside United States.

Q: Which arrangements are available for international delivery?

A: None of the flowers are available as we currently are not able to send or take any orders for outside United States.

Placing An Order:

Q: How can I specify a time of delivery if I order online?

A: We’ll try our best, but can’t guarantee it. If you need the flowers delivered before 12:00 pm, please call us at 781-894-4600. An additional express delivery charge will be charged.

Q: Oops… I accidentally duplicated my order!

A: No problem! Just go to our customer service page and send us an email to let us know about it. We will cancel the duplicate to ensure your credit card is charged for only one order. If you prefer, you can call 781-894-4600 to speak to a customer service agent in our customer service department. But be prompt! If the order has already been delivered or is in route, we cannot cancel the order.

Q: What can I do if I made a mistake in my order?

A: Never fear, help is here! If you need to change the order, let us know as soon as possible, so we can correct the error before it gets processed and designed. Send us an email and include the confirmation number and how the order should be corrected. We’ll update the order and send you a reply when it is done. If you prefer, you can call 781-894-4600 to speak to a customer service agent.

Q: What information do I need to place an order?

A: It’s easy and fun to order flowers or plants from us! Whether you order from www.walthamsflorist.com, or you phone your order, you’ll need a complete address and phone number for where you want the flowers delivered. You need to know what you want to say on the message card, you need the information from a major credit card (VISA, MasterCard, Discover or American Express), including the billing address. If the order is for a funeral service, you need the name of the deceased and the first viewing time for a scheduled viewing or service.

Product Questions:

Q: How can I request no substitutions on my order?

A: If you are absolutely certain you want NO substitutions, send us an email from the customer service page, or call us at 781-894-4600. But keep in mind, we can’t guarantee that there will be no substitutions as we may not have all of the flowers for your arrangement. We recommend that you allow for an extra 48 hours, so that we can do our best to get everything needed for your order.

Q: What kinds of chocolates will be included in my order?

A: Our chocolates are gourmet branded boxed chocolates or truffles. The box you see pictured is the chocolates that will be sent.

Q: How many ounces are the chocolates?

A: We do not have measurements on the exact weight, but each package shows it. We always have the freshest and highest quality chocolate possible and size may vary based on the brand selected.

Q: How many pieces of chocolates come in a box?

A: We do not have the exact number of chocolates that will be in the box. We assure the freshest and highest quality chocolate possible and the size and quantity may vary based on the brand selected.