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Find My Order Number

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Step 1: Enter Your Order Number

Issue with item(s) that were delivered

Step 1: Identify your order number

We apologize for any issue you have experienced. We want to help remedy this situation for you.

Step 2: Select Which option Best Describe Your Issue

Select Missing Items

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Note: If your main product(s) are missing. Please click "Back" and select "Where's My Stuff" from the main menu

Reported as not delivered

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We apologize for any inconvenience. Please check your email as we attempt to resolve this matter. Please check your spam folder as well.

We apologize that the item(s) did not match your expectations.
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Your Main Product(s) Quantity Price Selection

Please review substitution policy to proceed

Substitution policy

Substitutions may be necessary to ensure your arrangement or specialty gift is delivered in a timely manner. The utmost care and attention is given to your order to ensure that it is as similar as possible to the requested item.


  • In arrangements of assorted flowers, the colors shown online will be used if at all possible, even if this means substituting other kinds of flowers of equal or greater value.
  • For one-of-a-kind flower arrangements, such as all roses or all tulips, we will make an attempt to match the flower type, but may substitute with another color.
  • If the floral container or vase shown online is not available, a similar container will be used.


  • For green and blooming plants, similar plants may be substituted of equal or greater value.
  • For one-of-a-kind plants, such as orchids, we will make every attempt to match the plant type, but may substitute with another color.
  • If the plant container or basket shown online is not available, a similar container will be used.

Specialty Gifts

  • Specialty gifts like balloons, bears, and gift baskets may be substituted with another specialty gift of equal or greater value and of similar theme and category

Unavailability of Local Florist

In the event that there is no local florist which is able to hand-deliver a product, then Avas Flowers reserves the right to substitute a Farm Fresh product of equal or greater value to direct ship an item. Avas Flowers will attempt to notify the Customer by phone or email (whichever is provided by the Customer) in the event there is a need to substitute a Farm Fresh product due to the unavailability of a local florist.

After reviewing our Substitution Policy, does your arrangement fall within our Substitution Guidelines?

We're glad we were able to clear this up!
We hope your recipient loves the arrangement!

We truly apologize for any inconvenience.
Please see below for available resolutions.

Pick up and redelivery selected

We will coordinate with the recipient to have the arrangement replaced with a more suitable item.

Upon completion of the redelivery, you will receive a delivery confirmation email. Please also be sure to check your SPAM folder.

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We've Opened A Customer Support Case For You

We apologize for any inconvenience. We've sent you an email as well confirming your customer support case. We will be contacting you shortly to resolve this matter.

Please keep an eye out for correspondence from us. Be sure to check your SPAM folder, just in case.

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Resend Me My Invoice

My Order Was Duplicated

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I Have A Billing Inquiry

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Sales Tax

Tax, when applicable, is calculated based upon the sales tax rate of your recipient's state. This amount is calculated after you provide the address for your order.

Other Billing Inquiries

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Holiday Floral Delivery

We cannot guarantee delivery on a specific date for busy floral holidays like

  • Mother's Day,
  • Thanksgiving,
  • Christmas,
  • Valentine's Day.

To maximize the likelihood of delivery on one of these busy floral holidays, please place your order more than four days in advance. Orders placed within 4 days of a holiday DO NOT HAVE GUARANTEED DELIVERY DATES.

Neither cancellations nor refunds will be issued on orders placed during a holiday period if the order was placed within 4 days of the holiday, and subsequently delivered within 4 days before or after the respective holiday.

Orders placed during Flex Delivery will be delivered may be delivered in the days prior to, during, or after the holiday. For example, Flex Delivery dates on Valentine's Day may include 2/10, 2/11, 2/12, 2/13, 2/14, 2/15, 2/16, 2/17 & 2/18. Generally, we will do our best to make sure all orders arrive prior to or on the holiday but we are unable to guarantee specific dates.

Online customer support during holidays is the most efficient way to have your concerns addressed. All concerns are resolved in the order in which they are received. Initiating multiple inquiries on an issue will only delay the response time.

Cancel My Order

You don't need to cancel your order to make a change. Please click on the button below to change your order.

This order is already in progress and scheduled for delivery.

Please fill out this form so we can try to take care of your request. A Customer Service Representative will contact you shortly.

Cancellation Request Escalation Form

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Health Crisis & Substitution Rules

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Non Customer Service Related Inquiry

This contact form is for non-customer-service related inquiries. If you have a customer service issue, please utilize the most applicable customer service option to your issue on this page.

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