Please call us.  We're here to help!  Chances are good that we can accomodate your needs.

So you like to plan ahead - nice.  We're fans of customers like you!  Orders can be placed up to 1 month prior to your delivery date, and we strongly recommend doing so for large orders.

When placing orders for specific events, we recommend delivery 4 days in advance.  For example, a Saturday event should deliver the Tuesday before. This allows enough time for the flowers to fully open and a cushion for shipping delays.

During check-out, you will be prompted to choose your delivery date. 

On your day of delivery, FedEx will delivery between 8:30 a.m. - 12:30 p.m. unless you are in a remote location. Deliveries outside metropolitan areas will deliver by 5 p.m.

If your business does not open at 8:30 a.m., please leave clear instructions on your door for the delivery driver.

All our flowers are generally available year-round, although with any crop, there are high and low production seasons. 

To ensure availability of the specific flower you want, we recommend you place your order at least 10 days in advance of your delivery date.  For orders of 500 stems or more of one specific variety, orders should be placed at least 3 weeks in advance.

Because orders are processed as soon as they are received, it's difficult to change or cancel orders.  However, if your order was placed well in advance of delivery, chances are good that your order can be changed or canceled.  Please call us for immediate attention to these requests.

Orders placed during major holidays are not cancellable. This includes: Valentine's Day, Mother's Day, and the Christmas Holiday season.

All our floral product is bulk-packed similar to other floral wholesalers.

All product needs to be processed according to floral industry standards to ensure best performance. Proper rehydration of stems is extremely important.

Zero.  Zilch.  Nada.  Shipping on all orders is free.

All 50 states.

All of our product ships FedEx International Priority.  On your delivery date, expect FedEx to arrive between 8:30 - 12:30 p.m. However, if you live in a rural area that is outside FedEx's Priority Service boundaries, delivery may be in the late afternoon.

Occasionally, we may chose to ship with UPS if we feel your order will deliver with better service.

We deliver Monday - Friday.

Although FedEx has authority to leave shipments at the door, they will not leave boxes in unsecured locations.  In these instances, the driver may attempt redelivery later the same day.  Since the flowers are fresh and in need of water, we highly recommend you make arrangements to have someone receive the shipment if you cannot be available when FedEx arrives.

Please make sure your store has hours of operation clearly posted on your door.

If you are expecting a delivery and you may not be available, post a large note for the FedEx driver on the door with clear instructions.

Unfortunately, we cannot be responsible for missed deliveries that result in delays in receiving your order.

All orders are cut and shipped fresh from our farms; no sitting in warehouses, waiting and wilting away.  Because all flowers need to be harvested first, orders require a minimum of 1 week to deliver to your door.  At checkout, you will be prompted to choose your delivery date.  The available dates are highlighted, so you can clearly see your delivery date options. Total transit time is either 3 or 4 days, depending on the day of the week you get delivery.

If you are ordering for an event, please make sure you schedule your delivery for 4 days before your event. This allows time for proper hydration and a cushion for any shipping delays.

Additionally, after you place your order, we recommend you check your order confirmation to make sure you chose the correct delivery date.

Petaljet ships direct from farm-to-florist. We do not warehouse any product in the US. Therefore, it's imperative that you understand our processes and your options.

With direct-import, there can be delays with one product, or the entire shipment. Here are common reasons:

• US agriculture has pulled a product because of a concern over infestation
• The plane out of Ecuador or Colombia experienced a delay
• Bad weather is impeding operations at a major hub or at the local delivery station

It's important to note that 99% of Petaljet's shipments arrive on time. However, delays do occur. Most delays are weather-related.

OUR POLICY FOR DELAYS:

Orders that are 24 hours late are not eligible for a refunded.  We view a 24 delay as a normal part of the direct-from-farm-to-florist import process.  Of course, any quality problems are a separate issue and claims for quality can be filed as normal (see How to File a Claim).

Event orders should always be scheduled for delivery a minimum of 4 days before your event to allow for any shipping delays,
and to properly process your flowers.  A shipping delay could apply to the entire order or just part of your order, as mentioned above.

Orders that are 48 hours late (or more) are eligible for a refund and we will consult with you on the best solution that works for
you. 

Additionally, we may call you before your order is scheduled to ship when we see a major weather event about to occur.  In this situation, we may need to cancel your order or reschedule it for a later date, if you prefer.  All our shipments, no matter where the final destination, go through FedEx’s main hub in Memphis, TN.  Therefore, a major weather event that affects Memphis will have major implications on all shipments.  There can also be a major weather event affecting a specific region of the US, such as New England (as an example).  We will designate these as “critical zones” and we may also reach out to you if you are in one of these zones.

Other things to note:

• Sometimes we will divert packages to UPS if we see this will be a better alternative than shipping with FedEx.  FedEx is our carrier of choice and UPS is our backup.
• A major weather event in Memphis can cause delays for up to a week after the event happens.  This is because a backup in freight movement has occurred and the facility needs to clear the backlog.
• Normally, we experience only 1 major weather event per year for the Memphis hub.
• Petaljet has an excellent record for on-time delivery.  Outside of major weather events, 99% of all our orders deliver on time.
• We do not warehouse any product in the US.  Therefore, we cannot easily replace product that is damaged or late.  The minimum time we need to deliver a replacement is 4 days and is subject to availability.  All of our customers need to have a local back-up supplier for these instances.
• Do not schedule delivery for 1 day before your event.  This is way too late and we cannot be held responsible for orders that deliver on the day of your event.  Petaljet’s products are very fresh and need time to properly hydrate and open.  Product will stay fresh in a cooler for up to 2 weeks, or longer, if properly maintained.

Our goal at Petaljet is to service you in the best possible manner so that you can manage your business properly.  Problems will occur, but it’s how we handle these problems that matter.  We try our best to be proactive, and are constantly striving to improve.

The first thing you need to do is rehydrate them.  Prepare a bucket of clean, cool water (not cold).  Carefully unpack your bunches, remove the plastic wrap, and clip off the rubber bands that are binding the stems together.  Cut 1-2 centimeters off the bottom of each stem and then place the bunch in the bucket of clean water.  Be sure the water level is below the leaf line.  Allow the bunches to soak for 8 - 12 hours. 

After this initial hydration period, finish unpacking the bunches by carefully removing the corrugated that is holding each bunch together.  Separate each stem and remove all the lower leaves.  Re-cut the bottom of the stem and place in a fresh, clean, bucket of water. 

Your stems are ready for arranging!

Flowers die from bacteria that grows in the water and is then absorbed into the stem.  The best thing you can do is change the water, and the vase, every day.  This will severely limit bacteria uptake and keep your flowers looking gorgeous.

Probably not.  As with any farm-fresh produce, you may receive some unusable stems that need to be discarded.  A good rule of thumb is 1 in 24 stems is not usable.

If your flowers were damaged in shipment or something just doesn't seem right, please email us within 48 hours of delivery. 

Keep in mind that rehydration will do wonderful things for your flowers.  After just a few hours soaking, your stems will take on a whole new vibrancy.

To file a claim, please see:

HOW TO FILE A CLAIM

To file a claim, please email us at Help@petaljet.com. Please follow these instructions:

• In the subject line, please put the following: Claim on order number *****
• Provide a brief description of issue and number of stems that you are claiming.
• Attach relevant photos of the issue: please be sure to take the necessary photos to "tell the whole story". If your claim is for a full box of damaged product, then the pictures need to illustrate this. A photo of 2 stems will not be enough.
• If the product you received is not the product you ordered, we must have a photo of the label on the box that has the order number and the description of the contents of the box.
• Please include a phone number where we can reach you.  Please file claims within 48 hours of delivery. We cannot accept any claims that are submitted after 72 hours unless there are extenuating circumstances.

Unfortunately, there is not much that can be done if your order sat outside in poor weather conditions.  These may include extreme heat, extreme cold, and rain.  On poor weather days, you should make arrangements for someone to receive your order if you cannot be available when FedEx delivers.

Our farms are located in Ecuador and Colombia.  With intense sunlight, fertile volcanic soil, and high growing altitudes, these countries are unmatched in their ability to grow exceptional flowers year-round.

All our roses are Ecuadorian unless noted.