REFUND POLICY

At Up and Surprise, each installation and bouquet is prepared with intention, planning, and allocated resources from the moment your order is confirmed.

Because of the customized nature of our work, the following refund policy applies:
 

Standard Orders Modifications & Cancellations 

For standard orders, change or cancellation requests may be submitted up to 7 days prior to the scheduled delivery or installation date.

Requests must be sent in writing to:
📩 hello@upandsurprise.ca

If approved within this 7-day window, eligible refunds will be processed accordingly.

After the 7-day window has passed, all orders become final and non-refundable.
 

Custom & Branded Installations

Custom installations, corporate branding elements, and personalized designs require advance planning, sourcing, and production preparation.

If a custom order is canceled within the eligible 7-day window, a $100 administrative and design fee will be deducted from any applicable refund to cover coordination and planning costs initiated upon confirmation.

Once the 7-day window has passed, custom orders cannot be canceled, modified, or refunded.

Why This Policy Exists

Upon order confirmation, we immediately begin:

• Securing specialty inventory
• Allocating production time
• Reserving installation schedules
• Coordinating logistics

Materials are sourced and production planning begins based on your specific event requirements. As a result, resources become exclusively assigned to your project.

Administrative Office Hours

Monday – Friday
8:30 AM – 6:00 PM

Requests submitted outside business hours will be processed on the next business day.

If you have any questions regarding your order, our team is happy to assist you.
Our goal is to provide a structured, seamless experience aligned with professional event standards.