Here is your full claim and refund policy for your reference.
At iBuyFlowers, we are committed to providing the highest quality flowers and outstanding customer service. We recognize that shipping perishable products may occasionally lead to issues, and we are dedicated to resolving them quickly and fairly. This policy explains how to file claims and request refunds.
1. Eligibility for Claims & Refunds
1.1 Customers may be eligible for a refund or replacement if:
- Flowers arrive damaged or wilted.
- The wrong type or quantity of flowers is delivered.
- The delivery is more than 48 hours late beyond the agreed timeframe.
1.2 Claims and refund requests must be submitted within 48 hours of delivery. Claims filed after this period will not be accepted, unless the shipment did not arrive.
1.3 During Valentine’s Day and Mother’s Day, deliveries may be up to two days late due to airline capacity. If flowers arrive on time for the holiday and in good condition, no refunds will be issued.
2. How to File a Claim
2.1 Customers can submit claims via the iBuyFlowers claim page. For assistance, contact customer service:
- Phone: +1 844 428 9100 (General) or +1 347 407 9800 (US Support Team)
- Email: supportteam@ibuyflowers.com (North America) or customerservice@ibuyflowers.com (South America)
2.2 When filing a claim, customers must upload at least four pictures or one clear video, showing:
- Damaged flowers (e.g., if 12 stems are damaged, all 12 must be visible in the image/video).
- Close-up of quality issues.
- Box label and/or farm label (preferred).
- Reason for the claim (selected from the claim form).
Providing detailed information helps speed up claim processing.
2.3 If your box did not arrive within two days, file a claim under "My box did not arrive".
3. Claim Processing
3.1 Once a claim is received, iBuyFlowers will review the provided information and may request additional details if needed.
3.2 Claims are processed within 2-3 business days, and customers will be notified of the outcome via email.
4. Refunds
4.1 Approved refunds will be processed to the original payment method within 5-7 business days, depending on bank processing times.
4.2 Customers will receive email confirmation once the refund has been issued.
5. Replacements
5.1 If a replacement is approved, it will be shipped at no additional cost to the customer.
5.2 Replacement deliveries will be scheduled as soon as possible.
5.3 Customers will receive an email confirmation with updated delivery details.
6. Exclusions
6.1 iBuyFlowers is not responsible for issues caused by:
- Incorrect or incomplete delivery information provided by the customer.
- Failure to follow care instructions included with the flowers.
- Delays due to external factors beyond iBuyFlowers’ control, such as extreme weather conditions (e.g., tornadoes, snowstorms, natural disasters).
6.2 In cases of extreme weather delays, iBuyFlowers will issue a voucher as compensation:
- 50% of the total order value if the product arrives two days late.
- 100% of the total order value if the product arrives three or more days late or does not arrive at all.
7. Account Suspension for Fraudulent Claims
7.1 iBuyFlowers reserves the right to suspend or close customer accounts if excessive or fraudulent claims are detected.
8. Contact Information
For any questions regarding claims and refunds, please contact iBuyFlowers customer service:
- Phone: +1 844 428 9100 (General) or +1 347 407 9800 (US Support Team)
- Email: supportteam@ibuyflowers.com (North America) or customerservice@ibuyflowers.com (South America)
Conclusion
At iBuyFlowers, we are committed to ensuring customer satisfaction by providing a fair and efficient claim and refund process. Our goal is to make every experience with us smooth and hassle-free.
Thank you for choosing iBuyFlowers! 🌸