Delivery & Refund Policy

Last updated: January 21, 2026

1. Delivery Area

Heart Company provides delivery services within the Greater Vancouver area, including Vancouver, Burnaby, Richmond, North Vancouver, West Vancouver, Coquitlam, Tsawwassen, Delta, Port Coquitlam, Port Moody, New Westminster, and Surrey. Delivery to other areas may be available upon request and may incur additional fees.

Free delivery promotions include Vancouver, Burnaby and New Westminster. 

2. Delivery Times

We offer the following delivery options:

  • Scheduled Delivery: Choose a specific date and time window for your delivery at checkout. We are able to offer next day delivery for most orders.

 

Delivery times are estimates and may vary due to traffic, weather conditions, or other unforeseen circumstances. We will make every effort to notify you of any delays.

3. Delivery Fees

Our general delivery fees are calculated based on distance and will be displayed at checkout.

General fee structure:

  • Vancouver, Burnaby and New Westminster: FREE
  • Richmond, North Vancouver, West Vancouver, Tri Cities, Surrey, Langley: $30
  • Other locations: Please either arrange for pickup or contact us, we may be able to deliver to you for an additional fee.

4. Order Acceptance

If the recipient is not available at the time of delivery, our driver will attempt to leave the arrangement in a safe location. If this is not possible, we will contact you to arrange an alternative delivery time or pickup. We are not responsible for arrangements left at the delivery location after a successful delivery attempt.

5. Substitutions

Due to seasonal availability, we reserve the right to substitute flowers, plants, or containers of equal or greater value while maintaining the overall style, theme, and color palette of your order. If significant substitutions are necessary, we will make every effort to contact you before proceeding.

6. Satisfaction Guarantee

Your satisfaction is our priority. If you are not completely satisfied with your order, please contact us within 24 hours of delivery with photos of the arrangement. We will work with you to make it right, whether through a replacement, store credit, or refund.

7. Refund Policy

Refunds are handled on a case-by-case basis:

  • Quality Issues: Full refund or replacement if the arrangement arrives damaged, wilted, or significantly different from what was ordered.
  • Delivery Issues: Full refund if we fail to deliver on the scheduled date without prior notice.
  • Customer Cancellation: Full refund for cancellations made at least 24 hours before scheduled delivery. Cancellations within 24 hours may receive a 50% refund or store credit.
  • No Refunds: We cannot offer refunds for orders that were successfully delivered but the recipient was not home, or for issues reported more than 24 hours after delivery.

8. Event Services Refund Policy

For wedding and event planning services:

  • 30+ days before event: Full deposit refund
  • 14-29 days before event: 50% deposit refund
  • Less than 14 days: Deposit is non-refundable
  • Day-of cancellation: Full payment is due

Rescheduling is available at no additional charge with at least 14 days notice, subject to availability.

9. Photography Services Refund Policy

For photography session bookings:

  • 14+ days before session: Full deposit refund
  • 7-13 days before session: 50% deposit refund
  • Less than 7 days: Deposit is non-refundable

Rescheduling is available with at least 48 hours notice, subject to availability.

10. How to Request a Refund

To request a refund or report an issue:

  • Contact us within 24 hours of delivery
  • Provide your order number and description of the issue
  • Include photos if applicable
  • Email: contact@heartcompany.ca
  • Phone: (604) 435-2495

Refunds will be processed within 5-10 business days to your original payment method.

11. Contact Us

If you have any questions about our Delivery & Refund Policy, please contact us at:

Heart Company

Unit 208 7475 Hedley Ave Burnaby, BC, Canada

Email: contact@heartcompany.ca

Phone: (604) 435-2495