Frequently asked

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.

We deliver Monday - Thursday.

Friday delivery is available in certain circumstances. For more information, please contact us.

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.

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

Petaljet is a direct-from-farm shipper, which means we ship from the farm's door to your door without any warehousing. We do not hold any inventory in Miami or any other city in the US. This is great for you because you get extremely fresh flowers.

However, there are times when the importation process takes longer than expected. This can be due to airline delays or mechanical issues, US Customs, or weather conditions. In addition, due to the increase in parcel shipping across the globe, there are staffing issues at major airport hubs.

For all of these reasons, FedEx sometimes experiences shipping delays. Please make sure you always allow for an extra 24 hours in your timing to accomodate a delay.

Here are the facts on shipping delays:

10% of all orders experience a 24 hour delay.

1% of all orders experience a 48 hour delay.

We recommend all orders that are for an event be scheduled to deliver at least 4 days before the event. For example, an order for a Saturday event should be scheduled to deliver on the Tuesday before.

Unfortunately, we cannot be responsible for FedEx delays and therefore we do not reimburse any orders that arrive after an event.

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 call or email us within 24 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 with:

Order number.

Brief description of issue and number of stems that you are claiming.

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.  Claims should be filed within 24 hours of delivery. We cannot accept any claims that are submitted after 72 hours unless there are extenuating circumstances.

In the event of bad weather, FedEx will make every effort to deliver on your delivery date but delivery will most likely occur in the afternoon or the next day.

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.