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FAQ & Return Policy

Return & Refund Policy – Novapetal Flower Lab NYC

Hello and welcome! We hope you are here only out of curiosity and are fully delighted with your flowers and service. Just in case you’re not, here’s how our return and refund policy works for our New York City location - 355 E 72nd Street New York New york 10021.

General Policy

We strive for only perfection. If there are any damaged flowers, we will be willing to provide a substitution based on photos submitted within 24 hours of delivery time. Flowers are delicate, perishable products, and for that reason they are generally not subject to return or exchange. Even within a few hours of delivery, their appearance can change naturally.

We do, however, guarantee that your order will be prepared with care and delivered fresh. If you receive a completely wrong order (for example: the wrong size or entirely different flowers than what was purchased), we will arrange a refund or exchange as soon as possible. Please note:

  • Minor substitutions of flowers, greenery, vases, or boxes are possible depending on seasonal and daily availability.

  • Every bouquet and arrangement at Novapetal is a designer product — no two are identical. The photos on our website are examples, and your final piece will be created with the freshest flowers available that day, following the color palette and overall design of the piece.

  • If major substitutions are required, we will contact you via call, email, and text. We will do our best to wait as long as possible for your approval before proceeding.

What To Do if There’s an Issue

If you are not satisfied with your order, you must contact us  within 24 hours the flowers are delivered by email at orders@Novapetal.com or by text at 212-216-0900 including photos of the issues you are experiencing. 

  • If delivery takes place in the evening, please notify us no later than 24 hours after delivery.

  • For gift deliveries, it is the client’s responsibility to confirm the order was correct. You may also request photos of your arrangement prior to delivery at the time of ordering.

  • We will always do our best to send photos of the arrangement to you, the client, before delivery depending on how busy we are. You are always welcome to call or text us at 212-216-0900 to request a photo.

  • We always take internal photos of arrangements before delivery to ensure quality and design integrity.

Delivery Policy

  • If you would like our courier to call you upon arrival, please request this when placing your order.

  • If no one is available to receive the flowers:

    • We will first call and text you and the recipient to let you know what is happening.

    • If no safe place is available, our driver will again attempt to reach both parties.

    • Our driver will wait a maximum of 10 minutes to make contact.

    • If there is still no safe place to leave the flowers, the order will be returned to our shop for pick-up, or you may pay for a re-delivery fee.

  • When flowers are left, they will be placed in a safe location at the delivery address and you will be notified. We also take photos of the delivery location to verify placement and guarantee freshness and design quality at the time of delivery.

  • After this point, Novapetal is not responsible for the condition of the flowers.

  • It is the customer’s responsibility to provide the correct delivery address, date, and time. Orders delivered to the wrong address or on the wrong date due to incomplete or incorrect information will not be refunded.

  • If an incorrect address requires a second delivery attempt, a redelivery fee will apply.

Pick-Up Policy (NYC Store Only)

If you are collecting flowers directly from our Manhattan shop, please check your order at the time of pick-up. Once you leave the store, you are agreeing that your order is correct and complete. If someone else is collecting on your behalf, please ensure they know which order to pick up or request a photo in advance. Novapetal is not responsible for orders after they have been collected.

Missed Pick-Ups

If you schedule a pick-up and do not collect your order within 3 days, we cannot issue a refund or exchange, as your flowers will have already been prepared and completed.