Substitution Policy

FTD 7-DAY SATISFACTION GUARANTEE
As professional FTD Florists, we guarantee consumer satisfaction with every floral order sent through FTD for delivery and on all FTD-branded products purchased from an FTD Member Florist. If a consumer is not satisfied with the purchased FTD product, we, as quality FTD Member Florists, will send a replacement or refund the full purchase price within seven days of receipt of the FTD order.

Benefits

  • Improves consumer confidence in FTD Florists, leading to increased sales and repeat business for your shop. Today's competitive environment demands an unconditional, hassle-free guarantee - FTD Florists deliver it.
  • Builds the value of FTD national advertising for FTD Florists.
  • Differentiates FTD from other floral companies so consumers will request FTD.

FTD SUBSTITUTION POLICY
FTD recognizes that substitutions may be necessary to ensure arrangements are delivered in a timely manner. The utmost care and attention must be given to all orders to ensure the flowers are as similar in style and value as possible to the requested item. The FTD policy regarding the substitution of floral or plant items listed in the recipe or found in the Floral Selection Guide is as follows:

  1. When substitution is absolutely necessary:
    • The filling member shall notify the sending member of the substitution and the reason therefore.
    • The sending member shall notify the customer of such substitution.
    • When a customer complaint results from improper substitution, the filling member must make a satisfactory replacement or, if the customer requests a refund, pay an adjustment to the sending florist.
  2. The utmost care should be taken to maintain the overall design integrity of the arrangement. For example, line flowers shall be substituted for lines and round flowers for round and there shall be no substitution in the type of arrangement, that is, no change in arrangement size or volume.
  3. In arrangements of assorted flowers, if at all possible, the colors shown in the recipe should be used, even if this means substituting other varieties of flowers of equal or greater value.
  4. In arrangements of all one type of flower such as all roses, the variety (e.g., red roses) is of first importance, preceding color in this instance only.
  5. In arrangements of one type of plant, such as orchids, every attempt will be made to match plant type and colors of equal or greater value.
  6. If the container shown online is not available, a similar container of equal or greater value will be used unless codified.
  7. There shall be no substitution in the type of arrangement, that is, no change in arrangement size or shape.
  8. Do not substitute: containers for sprays, baskets for wreaths, foliage plants for blooming plants, cut flowers for corsages, plants for flowers, or permanent arrangements for fresh arrangements.

Non-Branded Products

  • Consumers will be informed at the time the order is placed that...
"Should the requested product not be available, the florist will deliver fresh flowers with the same feeling and color scheme in a similar container."

Branded Products

  • Consumers will be informed at the time the order is placed that...
"Should the requested product not be available, the florist will deliver fresh flowers with the same feeling and color scheme in the same container."

Special Situations

  • When a phone customer requests that no substitutions be made, and for some unique plants, an exception is made to the 2nd Choice policy. In those cases, the 2nd choice field will show:
"None."

Questions? Contact FTD Member Services at 800.788.9000 or email FTD Quality at qsr@FTDi.com for additional information.