Policies

In some instances, our photo may represent an overall theme or look and include a one-of-a-kind vase which cannot be exactly replicated.

Although the actual bouquet may not precisely match the photo, its temperament will. Occasionally, substitutions of flowers and/or containers happen due to weather, seasonality and market conditions which may affect availability. If this is the case with the gift you’ve selected, we will ensure that the style, theme and color scheme of your arrangement is preserved and will only substitute items of equal value or higher value.

If any design elements are of major importance to your order, please include them in the florist instructions at checkout or contact us to ensure availability.

At Mas Flora, every delivery is considered an extension of our floral design experience. Our arrangements are carefully prepared in our Houston studio and professionally delivered with the intention that they arrive fresh, beautiful, and presentation ready.

Because flowers are living, perishable products—and because Houston presents unique considerations including heat, weather, traffic, building access, and gated communities—we have established the following delivery policies to protect the quality of our work and provide the best possible experience for both the sender and recipient.

DELIVERY AREA

Mas Flora proudly provides local floral delivery throughout Houston and many surrounding communities.

Delivery availability and fees are determined by the destination and distance from our studio. The applicable delivery charge will be calculated and displayed during checkout.

For locations outside our standard delivery area, please contact Mas Flora before ordering. Depending upon the destination, order size, and delivery requirements, we may be able to accommodate an extended delivery for an additional fee.

DELIVERY SCHEDULING

Mas Flora currently offers next-day delivery on eligible floral arrangements and gifts.

Orders should be placed as early as possible to ensure availability, particularly for specialty flowers, custom designs, large arrangements, sympathy flowers, holidays, and other time-sensitive occasions.

The delivery date selected at checkout represents the requested delivery date. While we make every reasonable effort to deliver on the requested date, standard delivery orders are not guaranteed for a specific time unless a timed delivery has been separately arranged and confirmed by Mas Flora.

Delivery schedules may be affected by traffic, weather, recipient availability, building access, security procedures, facility policies, unusually high order volume, or other circumstances outside our reasonable control.

SPECIFIC DELIVERY TIMES

Standard delivery does not include a guaranteed delivery time.

Customers are welcome to include preferred timing or important event information in the delivery instructions, and our team will make reasonable efforts to accommodate the request. A requested time written in the order notes does not constitute a guaranteed timed delivery unless Mas Flora has separately confirmed it.

For deliveries associated with funerals, memorial services, weddings, corporate events, reservations, performances, or other occasions with a firm start time, please provide the event time and venue information when placing your order.

We strongly recommend contacting Mas Flora directly for any order where arrival by a specific time is essential.

RESIDENTIAL DELIVERIES

Please provide the recipient's complete address, including apartment or unit number when applicable, along with a valid recipient telephone number.

If the recipient is unavailable, our delivery team will determine whether the arrangement can safely be left at the property.

Because Houston temperatures can damage fresh flowers very quickly, Mas Flora reserves the right not to leave floral arrangements outdoors when our driver believes heat, direct sunlight, severe weather, animals, theft risk, or another condition could compromise the arrangement.

When appropriate, an order may be:

• left in a reasonably safe and protected location;

• accepted by a concierge, doorman, front desk, household member, or other authorized person;

• held while we attempt to contact the recipient; or

• returned for a future delivery attempt when safe delivery cannot reasonably be completed.

Once an arrangement has been successfully delivered to the recipient or left in a location authorized by the customer or recipient, responsibility for the arrangement transfers to the recipient.

APARTMENTS, CONDOMINIUMS & GATED COMMUNITIES

Customers are responsible for providing all information reasonably necessary to access the property, including apartment numbers, building numbers, gate codes, concierge instructions, or other access information.

Some residential buildings do not permit floral delivery directly to individual residences. When required by building policy, delivery to an authorized concierge, leasing office, reception desk, or building representative will be considered successful delivery.

If our driver cannot access the property because required access information was not provided, the order may need to be returned and rescheduled.

BUSINESS & OFFICE DELIVERIES

For deliveries to businesses, please provide:

• the recipient's full name;

• company or business name;

• complete street address and suite or floor number;

• recipient telephone number; and

• business hours or any relevant delivery instructions.

Deliveries accepted by a receptionist, security desk, mailroom, concierge, administrative office, or other authorized representative of the business will be considered successfully delivered.

We recommend selecting a delivery date when you are confident the recipient will be working at that location.

HOSPITAL & HEALTHCARE FACILITY DELIVERIES

Mas Flora is happy to deliver to hospitals, rehabilitation facilities, nursing facilities, and other healthcare locations that permit floral deliveries.

Please provide the patient's full name, facility name, room number when known, and any other relevant information.

Hospitals and healthcare facilities establish their own delivery policies. Some units—including certain intensive-care and specialty-care units—may prohibit flowers, plants, balloons, or other gifts. Floral designers are also frequently required to leave deliveries with hospital personnel rather than delivering directly to a patient's room.

Mas Flora will comply with all facility requirements.

Customers are encouraged to confirm that the patient is still admitted and permitted to receive flowers before placing an order.

If the recipient has been discharged, transferred, or cannot receive flowers, please contact us so we can determine whether another delivery arrangement can reasonably be made.

FUNERAL HOMES, CHURCHES & MEMORIAL SERVICES

Sympathy and funeral flowers are time-sensitive, and we take these deliveries particularly seriously.

Please provide the name of the deceased, funeral home or place of service, complete address, service date, and service time.

Whenever possible, funeral and memorial orders should be placed well in advance of the service so our design and delivery teams have adequate time to prepare and coordinate the arrangement.

For large sympathy pieces, standing sprays, altar arrangements, installations, or custom memorial work, additional lead time may be required.

HOTELS & EVENT VENUES

For hotel deliveries, please provide the guest's full name, hotel name, hotel address, recipient telephone number, and reservation information when available.

Hotel policies may require flowers to be left with the front desk, concierge, bell desk, event staff, or another authorized representative.

For weddings, private events, corporate functions, galas, dinners, and other scheduled events, please contact Mas Flora directly when delivery, installation, placement, setup, or retrieval services are required.

Standard floral delivery should not be assumed to include event installation or styling services.

INCORRECT OR INCOMPLETE ADDRESSES

Customers are responsible for providing complete and accurate recipient and delivery information.

Please carefully verify the delivery address, apartment or suite number, recipient telephone number, gate information, business name, hospital information, and other relevant details before submitting your order.

If an incorrect or incomplete address results in an unsuccessful delivery attempt, additional delivery charges may apply before another delivery can be attempted.

Mas Flora cannot be responsible for a delivery made to an incorrect address supplied by the customer.

RECIPIENT CONTACT

A valid recipient telephone number should be provided for every delivery.

When reasonably necessary to complete a delivery, Mas Flora or its delivery representative may contact the recipient by telephone or text message.

We understand that many floral deliveries are intended to be surprises. We will make reasonable efforts to preserve the surprise while balancing that intention with the need to protect the flowers and successfully complete the delivery.

DELIVERY INSTRUCTIONS

Customers may provide delivery instructions during checkout.

We will make reasonable efforts to honor those instructions; however, instructions are subject to driver safety, weather conditions, property access, building policies, and our responsibility to protect the flowers.

Instructions requesting that flowers be left outdoors are honored at the discretion of the delivery team when conditions permit.

If a customer or recipient specifically instructs Mas Flora to leave an arrangement unattended despite conditions that our team believes may damage the flowers, Mas Flora cannot guarantee the condition of the arrangement after delivery.

UNSUCCESSFUL DELIVERY & REDELIVERY

If a delivery cannot safely or reasonably be completed, our team may attempt to contact the recipient and/or customer.

Depending upon the circumstances, the arrangement may be returned to Mas Flora for safekeeping, and another delivery attempt may be arranged.

Additional delivery charges may apply when redelivery is necessary because of circumstances outside Mas Flora's control, including:

• an incorrect or incomplete address;

• missing apartment, suite, gate, or access information;

• an unavailable recipient where flowers cannot safely be left;

• a closed business or inaccessible building;

• recipient relocation or hospital discharge; or

• a request to deliver to a different address after dispatch.

We will always make reasonable efforts to find the most practical solution.

WEATHER, TRAFFIC & CIRCUMSTANCES BEYOND OUR CONTROL

Houston weather and traffic can occasionally affect delivery schedules.

Severe storms, flooding, extreme temperatures, road closures, accidents, building restrictions, or other circumstances outside our reasonable control may require a delivery to be delayed or rescheduled.

When circumstances materially affect an order, Mas Flora will make reasonable efforts to communicate with the customer or recipient and complete delivery as soon as safely possible.

HOLIDAY DELIVERY

Valentine's Day, Mother's Day, Thanksgiving, Christmas, and other major floral holidays experience exceptionally high demand.

During peak periods:

• delivery windows may be extended;

• specific delivery times may not be available;

• order cutoffs may occur earlier than normal;

• certain products or flowers may sell out;

• delivery areas may be adjusted based upon capacity; and

• orders may need to be placed several days in advance.

We strongly recommend ordering early for major holidays.

Any holiday-specific delivery information displayed during checkout or on the applicable holiday collection will supersede the standard delivery schedule.

DELIVERY FEES

Delivery fees vary according to destination, distance, and applicable delivery requirements.

The delivery charge for standard online orders will be displayed during checkout.

Special circumstances—including extended-distance delivery, timed delivery, large installations, multiple-location delivery, event setup, difficult-access locations, or other specialized services—may require a custom delivery quote.

SUBSTITUTIONS & SEASONAL AVAILABILITY

Flowers are seasonal agricultural products, and availability can change because of seasonality, weather, growing conditions, transportation, and market supply.

When a substitution is necessary, Mas Flora will preserve the overall style, color palette, character, and value of the design as closely as possible. Substituted flowers or containers will be of equal or greater value whenever reasonably possible.

If a particular flower, color, or design element is especially important to your order, please include that information in the florist instructions at checkout or contact Mas Flora before ordering to confirm availability.

QUESTIONS ABOUT A DELIVERY?

We want every Mas Flora delivery to feel thoughtful, polished, and beautifully executed.

For special delivery circumstances, custom orders, time-sensitive occasions, or questions about whether we serve a particular location, please contact us before placing your order.

Mas Flora Serving the Greater Houston Area Houston, Texas 77081

Phone: (713) 724-4475 Email: info@masfloratx.com

Refunds are processed immediately. Please allow 5–10 business days for the refund to appear on your statement.