Orders Procedures

Orders Procedures

  1. SENDING AN ORDER

It is the customers responsibility to keep up-to-date with all changes and condition.

  1. ORDERS
    Transmission Categories

Funeral Orders – All orders for Funerals must be flagged “Funeral”.

  1. ORDER DETAILS
    Complete and correct name and address are essential.

Be sure that you have obtained and entered the following information:-

Full name of the recipient – Given name particularly for hospital deliveries e.g. Mrs. Jane Mackintosh NOT Mr. J Mackintosh.
Please include the maiden name in brackets i.e. Mrs. Jane Mackintosh (nee Smith).

For office blocks, flats etc. include the name of the company and complex, floor and room number.

Remember orders cannot be sent to P.O. Boxes.
If the recipient is visiting or living with another family include that family’s name and “care of “e.g. Mrs. Lanet Mackay c/- Mrs. Barbara Smith.

(d) MOST IMPORTANTLY obtain the recipient’s phone number.

(e) Orders to offices, businesses, factories, hospitals, units etc. should include the recipient’s home address or phone number because of flexi-hours and shorter hospital stays etc.

(f) Incomplete Addresses.
Orders that prove to be undeliverable because of incomplete or incorrect delivery addresses may be back charged.  If you the customer is uncertain of the address or the information provided is insufficient, DO NOT SEND the order.

  1. RESTRICKED DELIVERY – (R)

(a) Due to their remoteness of some towns, some towns are not serviced for same-day delivery

(b) Since delivery is most probably by public transport, delivery may take up to 48 hours; and
The recipient may have to collect the item from a central place, such as the post office or general store, we must have the recipient’s telephone number in order to advise them of this. The order may have to be constructed and packed for transport and therefore the style chosen must be suitable.

  1. HOSPITAL ORDERS

(a) Obtain the recipient’s full given name as well as ward number or name, hospital name and location.
(b) In case the recipient has been discharged by the time the order is delivered try to make sure you obtain the recipient’s HOME ADDRESS, particularly with shorter stays and day surgery.
(c) Be careful to establish that the recipient is in an area within the hospital where flowers are permitted.
(d) It is advisable: Not to send loose cut flowers – usually there are limited suitable vases available.
(e) Not to send large arrangements as space is sometimes restricted.
(f) Be aware some hospitals do not allow plants.
(g) Be aware some hospitals do not allow flowers in the intensive care and other special units.

Note:- Prior to making and delivering orders, florist will phone the hospital to establish that the intended recipient is still in hospital and can receive flowers / plants.

  1. SHIP DELIVERIES

These requires special care and attention. .
(a) The order should be transmitted at least one full day in advance of the ship’s departure date.
The small size of most cabins dictates that container arrangements be kept small.
Address information must include:
(I) Full name of passenger
(2) Name of shipping line
(3) Name of ship
(4) Cabin number / Deck number
(5) Exact time of departure

Note:- Prior to making and delivering orders, florist will phone the Ship to establish that the intended recipient is still departing and can receive flowers / plants.

  1. FUNERAL ORDERS
    Name and address information is most essential for funeral orders.
    (1) The full name of the deceased.
    (2) The name and address of the funeral home and the address and phone numbers of a relative of the deceased are needed.
    (3) The date and time of the funeral are also essential.
    If funeral details are not known, the florist may be able to check locally for time and location. Florist will phone first before sending the order.
    (4) You the customer must leave your name and phone number, in case a problem develops.
    9. AIRPLANE AND TRAIN DELIVERIES 
    These orders are NOT ACCEPTED and are avoided. Florist are unable to deliver to Airplanes or Trains due to security restrictions.
  2. SUNDAY, PUBLIC HOLIDAYS & PEAK PERIODS
    (i) Sundays & Saturday (PM)
    These require special care. Saturday (PM) and Sunday deliveries cannot be guaranteed
  3. PUBLIC HOLIDAYS
    These orders will be confirmed with florist before sending. Orders generally get delivered next business day.
  4. FLORIST DEFINITION OF A DELIVERY AND DIFFICULT DELIVERING THE ORDER

(a) Definition of delivery for members is that a delivery is deemed to have been effected when the arrangement, as ordered, is delivered to the address indicated on the order PROVIDED THAT, if the recipient is not at home, a “Flower Delivery Notice” (not at home card) is left with the appropriate box marked to indicate what was done with the item.
(b) If an order is received for a suite / unit and a phone number has not been obtained, we will try to locate a phone number. If unsuccessful, Cairns Flowers will contact the customer to receive further instructions. If no contact can be made, the florist will then cancel the order and a refund to the customer will be made. If the customer is contacted and confirms the address is correct, and delivery is made, Florist will hold no responsibility to lost or stolen flowers if customer is not home (A “Flower Delivery Notice” (not at home card) is left with the appropriate box marked to indicate what was done with the item). If delivery is made and courier can not gain access customers will be charged rate of  courier to bring back the flowers.