FAQ
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What do I need to do to product when received? The first thing is to check your order to make sure your order is as requested. If for any reason something is not to your satisfaction please contact us via email or our form on contact us page within the AFE policy period. An operator will be available during business hours Monday - Friday 10 am - 4 pm Eastern Time. If not during these hours please fill in our customer form, please state order #, when product was received and your concern. If all is fine and you are happy with your order please view our care instructions on how to handle and care for your flowers. Care instructions are not sent with the flowers. Please take a minute to review and print for future reference. Can I pick the colors and variety of flowers I want? Yes, Our Customers can choose and mix the colors they need in most products. The product descriptions will show you what is offered per product. In each item there will be a section where you can write in a variety name of the flower you prefer. AFE will do everything possible to cover your request but does not guarantee the request. We will match the color of requested variety as closely as possible if variety is not available for requested ship date. Will my pink tulip color match my pink rose color? Why do I only see 13 roses in each bunch? To better fit in boxes and protect your flowers during travel, we pack our flowers in two layers. You will find the complete amount when you open the bunch. Remember to always leave the wrapper on your flowers until you cut and hydrate your flowers for at least 6-8 hours. Yes. Our flowers are cut during the bud stage and roses are shipped with all their guard petals for protection during travel. The guard petal is usually discolored or another shade of color and needs to be removed. Following our care instructions will allow your flowers to open. Some varieties do take longer to open then others; this information is listed per flower in our catalog. Example: Lilies may take up to 3-5 days to open, while some rose varieties will open within a few hours. Most flowers will hold well if handled correctly 5-7 days) Allow at least 24 hours in water for product to start to open and look their best. Will the flowers look like a gift item? Since we are wholesalers and ship directly from our growers we do not offer gift type boxes. Flowers themselves make a wonderful gift. What if I have a claim - When will I be refunded? If after following our claims policies and your claim has been approved by AFE, it takes approximately 1 week (7 business days) for your refund to be processed with your credit card company. Important all claims must be sent in writing via emailsupport@allflowersexpress.com within 4-hours of receiving your flowers from the carrier (No Exceptions). If the AFE policy is not followed, AFE will not honor any type of damage not reported within time. (No Exceptions) How much in advance do I need to place my order? You are able to place your event order with us up to 6 months in advance. We ask our customers to allow 7 business days between placing their online orders and delivery date. In many cases where flowers are available, we can ship orders within 24 hours of order placement. AFE highly recommends scheduling your delivery at least 48 hours before your event or 72 hours if located in a rural delivery area. This will allow time for any carrier delays / grower delays and give you time to work with your flowers and let them hydrate fully. What if the flower I choose is not available at time of shipping? Our staff of experienced floral experts will then fine a similar flower or color to match your requested product. Since shortages are commonly not known until the day of shipping, AFE reserves the right to make substitutions without any type of notification to the customer due to time limitations. If substitution is needed we will cover your flower with the closest of the same color ordered. Customers have the right to write a back-up flower for each flower in the comment box at check-out OR write NO SUB. At that point, we will try to contact you. If we are not able to reach you within time we will send your order less flower that was not available. Does AFE accept Checks? What type of payments does AFE accept? When will my order be billed to my credit card? AFE shopping cart charges all orders once placed, all orders are specifically reserved for the customer and cancelation penalties will apply. Please read our company policy for cancelling penalties and non-refundable time period. I would like to make changes or add to my order already placed? All changes and add-ons must be made in writing via email to support@allflowersexpress.com. If ordering additional flowers/items we will send you a PayPal invoice for difference. A fee of 20% will be charged for items removed or changed if less then original order. A fee of 20% will be charged for cancellations. Add-ons / changes can only be made 7-business days before your requested delivery date. What If I have to cancel my order after placed? Once you place your online order it is charged to your credit card and forwarded to our growers to reserve the flowers for your order. For this reason we must charge a cancelation fee of 20% of order total to cover the charge fee we occur by the growers. Cancelation can only be made 7-business days before your requested delivery date. (No Exceptions) Does AFE offer contact phone number? You can find our contact number listed on our contact page. We do prefer to have all transactions in writing so please try our live chat system. Our operators are usually available during business hours for any questions or concerns you may have. If chat system is not available please send us an e-mail to support@allflowersexpress.com AFE feels that having all customer contact in writing is beneficial for our customers so they can go back and review if ever needed, for future review. If phone contact is still required please feel free to call us. If we are not available, leave us a message and we will contact you as quickly as possible. Do prices include shipping and where does AFE ship to? AFE ships nationwide continental On flower orders over $250.00 shipping is Free for the continental AFE can deliver on Tuesdays, Wednesday, Thursday and Friday via Federal Express, UPS or other carrier standard overnight next day by or before 5:00pm. We do not recommend deliveries on Friday due to any carrier / grower delays that may occur and are usually 24-hours. You are able to upgrade your delivery to priority-overnight next day by or before 10:30 AM in most metro areas for an additional $25.00. **** Please keep in mind AFE cannot deliver the day after a holiday since carrier services are closed on holidays. AFE will adjust date depending on holiday if needed to. Please make sure to always ask for your delivery date 2-3 business days prior to your needed date in case of any type of carrier / grower delay. How will my flowers be shipped? AFE ships all orders standard overnight, usually with FedEx, UPS, or other carrier. We sometimes encounter delays of 24 hours due to weather or internal problems with the carriers. Delays are rare. AFE recommends receiving your flowers 2-3 Business days (3 Business days for rural areas) prior to prevent such delays. AFE packages all flowers to hold well for 48-72 hours and while in in transit, even in case of any delays. After AFE growers give your order to the carrier, you must contact carrier for shipment update. AFE will send customers an email with carrier tracking information for tracking. In some cases customer will have more than one tracking number since different products are shipped from different locations. If my order has a carrier delay will my flowers be fine? If your flowers are delayed they will be a little more dehydrated and will need to be processed (Cut and put in water as soon as possible) they will perk up within several hours. If you still encounter any problems you must follow AFE claim policy. I am not sure how to work with fresh flowers? Flowers are much hardier than most customers think. The regular chain of distribution is usually almost two weeks (From Grower to Importer to wholesaler to florist to customer). AFE eliminates the distribution chain and ships directly from grower to customer. That means our customers get added days vase life making the flowers very hardy and easy to work with. Following our care instructions will assure you fresh beautiful flowers for your event. AFE supplies basic care instructions. It is the customer's responsibility to know how to handle fresh cut flowers. How will my flowers be packed? Flowers are packed directly at the grower in protected bunches and carton boxes designed to hold the quality during shipping. Flowers are shipped directly from our coolers and will easily hold while in transit for 48 hours or longer. Please remember you are buying farm direct flowers will need to be cleaned, cut and hydrated once received. Flowers will look limp and soft due to travel and will perk up after hydrating. All flower stems must be cut and hydrated once received for them to perform and look their best. What is a grower's bunch? Do I need a Tax ID number or business to buy from AFE? Our site is open to the public so please feel free to place your order online at any time. We offer trade florist/wedding vendors an additional discount. If you are in the trade, send us an email with your company information and your valid license or Tax ID number. (support@allflowersexpress.com) After review, AFE will email your discount code of 10% off our listed catalog prices. The discount is not valid for holiday shipping. |