Our main focus is providing quality products and great customer service. Welcome to the Emerald Grade.

To make sure our customers are satisfied, Emerald has made its core goal to provide great customer service before and after an order is placed. Have questions? Please find the answers below to our most common questions from customers. For all other inquiries, please email [email protected].

Question How Do I Place An Order?
Answer

  • Add your desired products to your Cart.
  • Once you have completed shopping, proceed to Checkout
  • In the Checkout page, you will need to upload a valid Canadian ID showing a photo, your date of birth & Canadian address. This ID is not kept on file and is deleted after verification.
  • A consecutive order cannot be placed until your current order has been completed. If you wish to add to, or revise your order, please contact us at [email protected] and we can make the adjustment on our end. If you would like to make a new order altogether, please cancel your current order before proceeding.
  • Once you have filled in your Billing Details, Additional Information and accepted the Terms & Conditions select Place Order. Afterwards we will send the eTransfer instructions to your email. Please check your email as soon as possible after your order has been placed to proceed with payment. If there are any questions please email [email protected] for further assistance.
  • Once we successfully process your e-Transfer and confirmed your ID, your order will usually be shipped same or next business day via Xpresspost. There may be delays during peak order times. A receipt will be emailed to you containing your order number, order date, products ordered & tracking number to track your package. Please note that we do not hold orders longer than 24 hours and if no payment has been received after that duration, your order will be cancelled.
  • If there are any questions regarding your order, please email us first at [email protected] and we will do our best to look into any issues.

Question When Are Orders Shipped?
AnswerOnce orders have been processed, they will then be shipped Monday – Friday, except during holidays, when Canada Post is closed. Orders will be considered processed and ready for shipment once your Interac eTransfer has been accepted. Processed orders will usually be shipped same day or next business day (depending on time of payment). Peak order times may cause delaysAny orders processed on Fridays past 12PM PST will be shipped the following Monday (or Tuesday if the following Monday falls on a holiday). Please note that it may take up to 1 hour or more to process your Interac e-Transfer, depending on any issues with your financial institution.
Question What Are The Shipping Fees?
AnswerWe have a standard shipping fee of $15 for all orders under $100 and free shipping for all orders over $100.
Question How Are My Orders Packaged?
AnswerTo protect your privacy, all flowers are placed in a vacuum-sealed foil pouch. These pouches are then placed in a plain white box which is also vacuum sealed, then placed in a mailing envelope attached to your shipping slip. A double vacuum sealed package is used to both contain all smells and provide a visual barrier, while also accommodating tamper proofing. We ship using nondescript packaging with no indication of contents.
Question What Do I Do If My Package Doesn't Arrive?
Answer

If your order does not arrive after the expected arrival date, please email [email protected] and include your order number. We will assist with tracing your order with Canada Post through an investigation.

We use a more secure method with Canada Post through a no safe drop option by default. This means that a postal worker will either try to deliver the parcel to a person at your door, see if they can leave it in a secure mailbox, and if none of the options work they will leave a card for pick up your postal office.

Emerald Castle will not be able to replace or reimburse any missing parcels after an order has been fulfilled on our end, however we will assist in seeing where the parcel may have ended up by working with Canada Post. With the secure shipping option we use, the possibility of any thefts will be kept at a minimum.

Question Where Do I Upload My ID?
AnswerYou will need to upload your ID to complete Checkout. In order to make purchases, we need to verify that you are at the age of majority.

This must be a clear, unobstructed photo which clearly shows your name and date of birth. We do not keep your ID on file and it is removed from our database after every order.

Question Do You Have A Customer Service Contact?
AnswerFor any inquiries, please contact [email protected] and we will be happy to assist you!
Question Can I Cancel Or Edit My Order?
AnswerIf you would like to cancel or edit your order and it has not shipped yet, please contact [email protected] with your order number and order adjustment. Once the product has shipped, we are unable to accommodate any changes.
Question What Methods Of Payment Do You Accept?
AnswerCurrently we only accept Interac e-Transfer and PayPal for payment. Payment instructions will be emailed after your order has been placed. If we receive your payment after 12PM PST (3pm EST), your order will ship the following business day. Please note that we do not hold orders longer than 24 hours and if no payment has been received after that duration, your order will be cancelled. We cannot extend 24 hour holding periods in the case that additional items are added (by request) after an order has been placed. Payment for new items will still be due within the 24 hour period. In the case that payment has been accepted for the original order, but no payment has been sent for the new items within 24 hours of the original order, the original order will be shipped. If no payment has been sent for both the original order and new items added within 24 hours, the entire order will be cancelled. Once your account (and attached address) has accumulated  3 cancelled orders in a row, your account (and attached address) will undergo a review and may be cancelled / blocked due to spam.
Question Can I Return My Order?
AnswerWe currently do not process refunds or returns of any kind. If you have an issue with your order, please contact [email protected] with your order number and issue and we will do our best to look after the issue.