FlowerFarm Frequently Asked Questions

CONTACT US

• How can I contact Customer Service?

  We would love to hear from you. Click here to contact one of our friendly and professional farm hands who can assist you. To contact Customer Service for order related issues by phone, dial (800)308-1788.

MY ACCOUNT

• Why is my shopping cart empty?

  Periodically, the items in your cart are cleared to make room for more information on the site. To save your favorite items and keep them handy for future purchases, we recommend that you create an account and use "Saved for Later."

• How do I create an account?

  Click here to create an account. Simply enter your name, address information, and choose a password. That's it!

• How do I delete my account?

  Unfortunately, you cannot remove your account entirely. However, you can easily remove all credit card information and opt out of all email communications.
  
  Click here to access your Account Information. Uncheck the box next to "Sign up for emails to read the latest from FlowerFarm."
  
  To remove your credit card information, click here and select "Delete" under the credit card(s) you’d like to remove.

• How do I update my billing address on my PayPal order?

  Unfortunately, we are unable to make modifications to your PayPal account. Please verify your billing information with PayPal before finalizing your order with us.

• How do I change my account information?

  Your account information is located in "Account Information"
  
  To update your name, email address or password, visit "Account Information" under "My Account" or click here.
  
  To add, modify or delete your shipping address, visit "Account Information" under "My Account" or click here.
  
  To add a credit card or update your card information, to your account, go to "Account Information" under "My Account" or click here.

• How do I unsubscribe from your emails?

  To unsubscribe from any of our emails, click "Account Information" under "My Account." Uncheck the box next to "Sign up for emails to read the latest from FlowerFarm."

• Can I save items to buy later?

  Absolutely! You can save your favorite items for future purchases by adding them to "Save For Later." Shopping carts are cleared periodically, so it’s a good idea to store preferred items on the Save For Later page.

• Is an account required to purchase?

  No. Guest Checkout allows you to place an order without creating an account. But you’ll also be missing out on some amazing features including Express Checkout, Rapid Re-Order, Order History, plus access to Save For Later and so much more.

ORDER HELP

• Why didn't I get a ship confirmation?

  If you have not received a ship confirmation, it may be that your order has not yet shipped or that the email went into your spam inbox.
  
  In the meantime, you can quickly access tracking information for you order by clicking here.
  
  If your order has shipped and you still haven’t received a ship confirmation, please email us and we will look into it for you.

• Why didn't I get an order confirmation?

  If you have not received an order confirmation, it may be that your email went into your spam inbox. In the meantime, you can quickly access your order information by clicking here.

• How do I cancel or make changes to an order I just placed?

  There is a 15-minute window in which you are able to make changes once an order is placed. After this timeframe, changes cannot be made to your order.
  
  If you are within the 15-minute window of time, you can remove items or edit the shipping address.
  
  Unfortunately, items cannot be added to a recently placed order at any time.

• Why don't all my orders show up even after I log in?

  When you’re logged in, your order history will only display orders that are linked to your specific account. If you placed an order as a guest, it will not display in your account. No worries. To view any order(s) you placed as a guest, simply search by your order number and billing zip code.

• Why was my item cancelled?

  If an item goes out of stock in the time our system downloads your order, we unfortunately have to cancel it from your order.

• Where can I find my order history?

  You can view your previous order(s) in the "My Orders" section of "My Account" or by clicking here. You’ll be able to view your open orders and order history as long as the orders were placed while you were logged in to your account. You can narrow the view to your most recent orders, orders placed within the last 6 months and all orders for a specific year.
  
  If you placed an order as a guest, it will not display in your account. No worries. To view any order(s) you placed as a guest, simply search by your order number and billing zip code.

• How can I tell if product is available?

  The website only displays product that is available on the delivery date you request. If the product is not available for the requested delivery date you will not be able to purchase the product, however, the next delivery date for the product you selected will be displayed. Pretty cool stuff!

BILLING AND PAYMENT

• How do I pay with PayPal?

  First, you'll need to create a PayPal account if you don't have one already. Then, log in and make sure all information in your PayPal account is up-to-date. Fill your cart with flowers and floral supplies and click "Checkout". At checkout, select "Pay using PayPal or PayPal credit" and this will take you to the PayPal website where you can complete the transaction.

• Why was my credit card declined?

  If your card is declined during checkout, don't panic.
  Be sure to double-check the following to ensure you entered them correctly:
  -Expiration date
  -Security code/CVV (Card Verification Value)
  -Billing address - does it exactly match the one for your credit card?
  
  If everything looks correct, we suggest you contact your bank or credit card company.

• Can I purchase a gift certificate?

  Thanks for thinking of us when considering a gift for someone special, but we do not offer Gift Certificates at this time.

• What forms of payment do you accept?

  We accept credit & debit cards with a Visa, MasterCard, American Express, or Discover logo, as well as PayPal. We do not accept checks as a form of payment.

• Why are there two charges on my account?

  You may see two identical transactions on your statement. The first is not a charge but actually a hold (sometimes called a "pre-authorization" or "pending authorization") added by your bank seven days before your order ships to ensure funds are available before the actual charge is processed. Once your order ships and the actual charge is added to your account, the hold will disappear. In some cases, it may take a few business days for your bank to remove the hold.

PRICING & PROMOTIONS

• Do you offer promotions, promo codes or discounts?

  No. What we do believe in is providing you a huge selection of flowers and floral supplies from the best farms around the world, using the fastest shipping methods, delivering the freshest products available at the lowest price to your door every day.

• Why did an item change price while shopping?

  All prices are subject to change and are not confirmed until the time of purchase, which is why you may see an item change in price while shopping on the website.

• Is there a monetary order limit?

  No. We would love for you to buy all available products on each order, but you can just buy one item if that’s all you need. Just come back for more.

REFUNDS AND REPLACEMENTS

• What is your refund policy?

  We will always guarantee quality. If you receive something that is damaged or are sent the wrong thing we are happy to refund you. You must contact us within 48 hours of receiving the flowers and we need to receive pictures that show everything that you are asking to be refunded. For example, if you have 25 Roses that are damaged your picture must show 25 Roses. We will never ask you to send any flowers back to us.

• How do I get refund or replacement product an item?

  Go to "Refunds and Replacements" under "Customer Service", enter the order number and email address or login to your account, go to "My Orders" and select the order. Complete the required information and submit. One of our friendly and professional Customer Service Associates will get back to you right away.

• Do you offer store or site credit?

  At this time, we do not offer store or site credit. All refunds will be processed back to the original form of payment that was used to place the order.

• When will I receive my refund?

  The refund will be processed back to your original form of payment. If this account is closed or the credit/debit card used is now expired, the credit will still be refunded to the original form of payment. The financial institution of the card in question will then be responsible for issuing the refund.

• What happens when a package is refused?

  If you refuse an order for any reason, we cannot offer you a refund for the product that is refused. You must receive the product and contact customer service to request a refund. Refunds will be issued for the cost of the product only; shipping costs will not be reimbursed.
  
  Please note: If the cost of the return shipment due to your refusal is billed to FlowerFarm, you may be responsible for that cost.

SHIPPING & DELIVERY

• Do you only ship within the United States?

  Yes. At this time, we only ship within the good old USA.

• Do you ship to PO boxes?

  Sorry. We can’t deliver fresh flowers to a P.O. Box.

• Do you ship to FPO and APO boxes?

  Unfortunately, we do not.

• Why does my order include sales tax?

  Our products may be subject to sales tax based on the state to which the order will be shipped. Tax is calculated on the total selling price of each individual taxable product.
  
  Additionally, shipping charges may be subject to sales tax in accordance with state tax laws. The amount of tax charged on your order will depend upon many factors, including the type of product(s) purchased and destination of the shipment.
  
  Please note: Because factors can change between the time your order is placed and the time your credit card is charged, the final sales tax amount may differ from the original estimate.

• Why hasn't my order shipped yet?

  We work around the clock 7 days a week to get you the freshest product possible. However, our carriers only deliver Monday through Friday.
  
  Holidays and inclement weather can cause shipping times to vary. Be on the lookout for a shipping confirmation email, which will provide a tracking number.
  
  You can track your order for the most up to date location information on your package.

• How do I track my order?

  Check your email for your shipping confirmation, which will provide you with a tracking number. You can also track your order anytime by visiting "Track My Order" and entering or clicking your order details.

• Why can't I track my order?

  If you have trouble tracking your order, please note the following:
  1. It can take up to 24 hours before tracking information is available.
  2. If you can't locate your order number, refer to your shipping confirmation email.
  3. Tracking is only available for packages shipped within the past 90 days.

• Why can't I select a shipping method at checkout?

  We make it simple for you. We automatically calculate the fastest shipping method possible for UPS to deliver your order based on the origin of the product and the day you need your product.
  
  Shipping is included in the price for all the products you purchase from FlowerFarm.

• What are the shipping options?

  We want to get your products to you in the quickest way possible! We automatically calculate the fastest shipping method possible for UPS to deliver your order based on the origin of the product, the delivery zip code and the day you need your product.
  
  Shipping is always included in the price for all the products you purchase from FlowerFarm.

• How much does it cost to ship my order?

  Shipping is always included in the price for all the products you purchase from FlowerFarm. And, there is no extra fees for shipping to Alaska or Hawaii.

• How to select the best delivery date?

  When scheduling delivery, some people think that choosing a date as close as possible to when the flowers will be used guarantees the best quality & freshness. This is not true. Our farms cut your flowers at a specific stage of growth/opening to protect the blooms in shipment. Many flowers need time after being received to open to their ideal blooming stage. Scheduling delivery too close to when you need them can also risk you not having the flowers for your event. Most often our flowers deliver on schedule, but occasionally weather or other issues can cause a delay. We cannot refund you based on delivery time/date alone.
  
  For weekend events we recommend Thursday as the latest day in the week to schedule delivery. This will work well whether you have access to refrigeration or not. For weekday events we recommend you schedule delivery at least two full business days before you absolutely need the flowers. We understand there are situations when you need something at the last minute and you cannot follow these guidelines but in general, the above recommendations are best. If flowers are in transit but are delayed, we cannot cancel the order for you.

• What to do with the flowers when you receive them?

  When you receive your flowers open the box right away. Cut at least ½” off the bottom of each stem and put in water. Most flower types will look better and last longer with flower food. Bulk wholesale flowers do not come with flower food so you will need to purchase that separately. It will take 4 – 6 hours of sitting undisturbed in water for the flowers to hydrate fully. You will notice a visible difference in their appearance from when you first open the box to after 6 hours of hydration. If you are new to buying wholesale flowers, you may think your blooms are damaged when you first receive them, but they are likely just thirsty and need some time to drink and open. If you think you may need a refund, please wait until after the recommended time of hydration to decide.

TECHNOLOGY

• Why is the site running slowly?

  If you’re having difficulty loading the FlowerFarm site follow the steps below to troubleshoot the issue.
  1. Check your network connection. 3G or low-bar connections may have trouble loading the flowerfarm.com site.
  2. Close background apps to free up phone or tablet resources.
  3. Close the browser and re-open.
  4. Clear your browser’s cache.
  5. Power phone or tablet off, then back on.
  6. If the website is still not operating properly, make sure your OS is up to date.

• Why can't I access your website on my mobile device?

  Your device may not be able to access our site if data is turned off, if you’re roaming outside your provider’s network or if there is a network compatibility issue.
  However, if you receive one of the following errors, the problem may be on our end.
  
  -Error 404: page cannot be found
  -Unsupported content type
  -Malformed content
  -File too large
  -Requested entity too large

WEBSITE QUESTIONS

• Why am I not getting confirmation emails?

  Emails regarding your FlowerFarm account or most recent order may be in your junk or spam folders. If they are in your spam folder, mark the emails you receive from us as "safe." Otherwise, anti-spam software can block legitimate emails you wish to receive. You can also add orders@flowerfarm.com to your email address book to make sure you never miss an important email.

• How can I reset my password?

  Click here to reset your password and enter your email address. In a few minutes, check your email inbox or junk folder as of our farm hands will send you instructions to reset your password.

PRIVACY AND SECURITY

• How do I know my personal information is safe and secure?

  As passionate online shoppers ourselves, we understand the uncertainty of handing over your credit card number. Rest assured that when you place orders on flowerfarm.com, all of your order information, including your credit card number and delivery address, is transmitted through the Internet using Secure Sockets Layer (SSL) technology. Wondering how that works? SSL technology causes your browser to encrypt your order information before transmitting it to our secure server. SSL technology, an industry standard, is designed to prevent someone other than operators of our websites from capturing and viewing your personal information.

• What is your privacy policy?

  We understand how important your privacy is to our customers. Please read our privacy policy by clicking here.