Refunds and Redelivery Policy

Last updated July 8, 2024

Introduction

At Farmgirl Flowers our goal is to make ordering flowers online easy and to deliver the best of the best from our network of domestic and international growers to you or your recipient. While we do absolutely everything in our power to deliver the very “best in box” hand-tied bouquets, plants, and gifts, after more than a decade of shipping across the lower 48, we know that, unfortunately, sometimes things can go awry.

In these instances, we evaluate every customer inquiry, request, and complaint on a case by case basis. As part of this process, we have the right to deny the request for a full or partial refund or redelivery due to, but not limited to: quality issues, fulfillment issues (for example, the wrong bouquet is sent), product misinterpretation, and/or inadequate proof of the issue being reported.

Please note that we do not provide any refunds or redeliveries for delivery-related delays and damages included, not limited to: package loss, damage, shipping delay, or theft.

Given the highly perishable nature of our product we cannot accept returns.

Refunds and Redeliveries, and Route Package Protection

What Is Route Package Protection?

After more than a decade of shipping bouquets door to door in the lower 48 we know that service delays, weather events, and other shipping-related events can (and will) happen. To protect your package once it leaves our facilities and makes its way to you or your recipient, we have partnered with Route Package Protection to provide an affordable, easy way to fully protect and insure your package in the event that it becomes lost, is stolen, or is damaged upon arrival due to delay or other transit-related issues.

When you add Route Package Protection to your order, the Route Team will reimburse or redeliver any items that have been lost, stolen, or arrive in poor quality. This includes arrangements with quality issues caused by carrier and other transit-related delays. Customers who purchase Route Package Protection at checkout will receive the easiest and highest level of claim acceptance for the reasons listed above and the quickest service time to resolution.

Please note: all fees paid by the customer for Route Package Protection are paid to Route directly. Farmgirl Flowers does not keep any portion of the payment made for this service or profit from the price of the Route Package Protection purchase in any way.

For more information about Route Package Protection, please click here.

Refunds and Redeliveries

When you purchase Route Package Protection during checkout your package is insured from loss, damage, shipping delays, and theft.

You can report an issue with your Farmgirl Flowers order to Route:

1. directly through their mobile app (iOS or Android);
2. through the email you receive from Route after placing your order;
3. or by going to claims.route.com.

The Route team is ready to assist you with any questions you may have. Please note: you will be required to provide adequate photo evidence of the issue you’re submitting a claim for. Without photos or other supporting information, your claim may be denied. Take a picture of the damaged flowers, plant, or gift upon delivery using your smartphone or digital camera and submit to the Route Team when requested.

All sales are final. For customers who opt-out of Route Package Protection, we are unable to provide any refunds or redeliveries for delivery-related delays and damages included, not limited to: package loss, damage, shipping delay, or theft.

For quality issues not impacted by shipping delays, extreme weather conditions, natural disasters, or other issues outside of our control, please contact us within five (5) days of receiving the arrangement for assistance. Any inquiries received after five (5) days of delivery will not be considered for a redelivery or refund.

For lost or stolen packages, please contact us within 30 days of the arrangement’s delivery date. Any inquiries of a lost or stolen package received after 30 days of the selected delivery date will not be considered for a redelivery or refund.

Please note, Farmgirl Flowers has the right to refuse a refund or redelivery at our discretion. We do not accept returns under any circumstances.

Gift Cards and Account Credit

For Farmgirl Flowers orders placed using a Farmgirl Flowers gift card/account credit, any and all applicable refunds will be issued back to your Farmgirl Flowers account as account credit. Refunds will not be refunded in the form of cash or other method of payment. If a second method of payment was used to pay the balance of an order (i.e. the account credit didn’t cover the entire balance of the order), any and all remaining amount will be issued back to the secondary original form of payment.

Farmgirl Flowers is not responsible for any gift card or account credit that is lost, delivered to an incorrect or invalid email address, or if the gift card or account credit is used without your permission. There are a variety of gift certificate scams that request payment by gift certificate. Farmgirl Flowers is not responsible for, and assumes no liability to you for any unlawful conduct or fraud by any third party associated with any gift certificate. Please treat your gift certificate like cash and safeguard both it and access to your Farmgirl Flowers account accordingly.

For additional details on using an account credit, you can review our Terms and Conditions here.

Orders With Missing Items, Add-Ons Or Vessels

For customers who purchased an item in addition to a flower bouquet or plant (such as, but not limited to: edible food items, candles, handwritten notes, vases, decorative post, or others) and that item did not arrive in your shipment:

• If you purchased Route Package Protection please report an issue with your Farmgirl Flowers order to Route directly through their mobile app (iOS or Android), through the email you receive from Route after placing your order, or by going to claims.route.com.
• If you did not purchase Route Package Protection, please contact our Customer Care Team via email (help@farmgirlflowers.com), via our Contact Us page, or via phone at (855) 202-3817 for assistance. We evaluate each inquiry on a case by case basis and have the right to deny a claim if deemed as false or fraudulent.
  • If an item is confirmed as missing from your shipment, we will issue a refund or an account credit to your Farmgirl Flowers account for the price paid for the missing add-on product or for the value of the vase/pot.
  • Please note that account credits do not expire and can be used on any future Farmgirl Flowers order. You can learn more about account credits here.

Flower Substitutions & What to Expect When You Receive Fresh Flowers via Parcel Delivery

Substitutions

As a perishable company that depends on Mother Nature for our materials of production, it is unfortunately impossible to guarantee that the flower varieties and colors will be exactly as stated or pictured on our product pages on farmgirlflowers.com.

To ensure that we can always ship you or your recipient the best of the best from our network of domestic and international growers, we reserve the right to substitute any flowers in the purchased bouquet or arrangement. For any flower varieties that may become unavailable before fulfilling your order, we will substitute those stems with a variety of the same or greater value at no additional cost.

We cannot offer a refund or redelivery in the instances where we need to make a substitution for flower variety, type, or color.

Grower’s Choice

In some instances, we may mark a certain bouquet or bunch as “Grower’s Choice.” Arrangements labeled with this designation are fulfilled with the stated type of flower (e.g. tulips or garden roses) but will range in terms of specific variety and color. For example, a grower’s bunch of David Austin Roses may contain any David Austin variety, or, in some cases, a mix of two to three varieties. We guarantee the flower variety in these instances, but not the colors or varieties.

Grower’s choice arrangements are meant to surprise and delight recipients and can vary in color and variety shown in the photo on their respective product page on farmgirlflowers.com.

Please note: we always include multiple photos in the photo carousel on Grower’s Choice product pages to help, to the best of our ability, represent what a recipient can expect when receiving a delivery of these bouquets or flower bunches.

Budded vs. In Bloom

Some of the flowers used in your arrangement (for example, roses, peonies, or lilies) may arrive in bud form. What does “bud form” mean? The better question is what does “bud form” look like?

The answer is different for different flowers. For shyer varieties, this means that many, if not all, of a flower’s petals will be hidden by the sepal (this is the tougher, outer, greenest part of a bud) or be unfurled. We ship some varieties in this state to make sure the flowers live their full blooming life with you or your recipient.

With proper care, most flowers that arrive still in bud form should begin to open in a few days' time.

Please note: flowers that arrive in bud form and are not damaged, dead, or defective and are not eligible for a redelivery or refund.

Hydration

Our bouquets and plants can travel, in some instances, across the country before they land on your doorstep. This journey can mean that some flowers and foliage may arrive dehydrated and, accordingly, may appear wilted or feel limp to the touch. Rehydrate your stems by giving them a quick trim (at least ¼” inch) and placing them in a vase about halfway full with cool water. In a few hours or, at the latest, by the next day, any visible signs of dehydration (soft foliage, wilting blooms) should have disappeared.

When placing your flowers in water to hydrate, be sure to remove all packaging elements including wet packs, burlap or other wrap, foam, twine, ribbon, or ties holding the stems together, or other non-flower items that may have arrived wrapped around your arrangement.

Removing any foliage that will fall below the water-line of the vase and cutting the bottom of the stems at a 45 degree angle will help your stems properly hydrate once they’re in the vase.

Please note: some flowers may arrive without a hydration pack or wet wrap to prevent premature blooming. We intentionally ship these arrangements without a hydration pack to ensure the best quality and vase life for you and your recipient. This is not a fulfillment error and does not make these arrangements eligible for a refund or a redelivery.

Flower Bud Nets

Certain flower varieties, like lilies and mums, may arrive with protective netting around the heads of the flower. This is intentionally applied to certain, more delicate flowers to protect their petals during their long journey to you. Flowers that arrive with protective netting are not damaged, dead, or defective and are not eligible for a redelivery or refund.

To remove a flower bud net, simply pull up on the top of the net and discard. Please note: nets should be removed upon arrival. Unfortunately, most are not yet compostable and should be disposed of in the trash.

Order Corrections or Changes

After submitting an order on farmgirlflowers.com there may be only a narrow window to make any changes to that order. In instances where the order is placed on or very close to the day of shipping, there may be no time to make changes to your order once it is placed.

For orders placed during peak times (February, May, November, and December), order changes cannot be made within seven (7) business days of your selected delivery date.

For orders outside of these listed peak times, order changes cannot be made within three (3) business days of your selected delivery date.

Order changes consist of, but are not limited to:

• Recipient name or phone number
• Shipping address
• Billing address
• Card message additions, removals, or edits
• Product changes, additions, or removals
• Selected delivery date
• Order cancellation

Recurring Orders/Subscriptions

For recurring orders/subscriptions, the same restrictions apply to order changes.

Order changes cannot be made within seven (7) business days of your selected delivery date during peak times (February, May, November, and December).

For orders outside of these listed peak times, order changes cannot be made within three (3) business days of your selected delivery date.

Video Messages

Personalized Video Messages cannot be added or removed at any point once you’ve placed your order.

Please carefully review this selection during checkout as we cannot change your personalized video message selection once you’ve submitted your order.

Incorrect Addresses & Address Verification

Farmgirl Flowers is not responsible for incorrect addresses entered by you on your order. For any order that was unable to be delivered due to an incorrect address, missing piece of an address, or any address related issue, we cannot refund or redeliver the order. You are responsible for submitting the correct shipping information and reviewing it carefully prior to submitting your order.

Delivery Notification

Your recipient will not be contacted by the transportation partner, delivery driver, or a member of the Farmgirl Flowers team to let them know about the delivery because both we and our partners are legally unable to do so.

Regretfully, our shipping partners will not ring the doorbell or knock on the door of the residence to notify the recipient of delivery or ask for a signature.

Delivery Addresses with Mail Rooms, Front Desk, etc.

For recipients in an apartment or office building, our couriers will most often leave your arrangement at the front office, front desk, or mailroom for your recipient to retrieve. Please direct your recipient to check in these areas if they are unable to find their delivery.

Address Verification

Farmgirl Flowers offers free address verification software within checkout that will validate your entered address. For any incorrect address or address that cannot be validated, you are required to acknowledge the following prior to completing your order: 1) that the address was not able to be verified; and 2) that you are responsible for any misdelivered or inability to be delivered shipments as a result of the unverified address.

We recommend you review your shipping address carefully and only submit address information that is able to be validated.

Orders where the customer has incorrectly entered the shipping address are not eligible for a refund.

P.O. Boxes and Hospitals

We cannot deliver to P.O. Boxes or hospitals at this time.

Discounts & Promotions

Farmgirl Flowers has the right to offer discounts and promotional offers for any product offering, pairing, order total, or incentives of another nature, at any time.

Please read the official rules and terms that accompany each promotional offer, discount code, giveaway, or sweepstakes as they are communicated to you, which may include email communication, SMS/MMS text messages, directly on our Sites, social media posts or accounts, or other.

Promotions are available for a limited time only.

Farmgirl Flowers reserves the right to change, cancel, deactivate or delete any or all promotions at any time, for any reason at our discretion.

Discounts and promotional offers guidelines and rules include but are not limited to the following:

• Discount codes cannot be combined with other offers
• Only one promotional or discount code can be used per order
• Unless explicitly stated, offers cannot be used for items that are already discounted including “marked down” or discounted products, products with free shipping/Free Ship Shop products, or products that are deemed not discountable
• Discount codes cannot be used on the purchase of eGift Cards
• Discounts and promotional offers cannot be applied to previously placed orders or credited toward a future order
• In certain circumstances, Farmgirl Flowers may honor a retroactive promotion only for orders that have not yet shipped at the customer's request but has the right to refuse this accommodation at our discretion
• Discounts and promotional offers are not redeemable for cash or credit
• Some offers may be limited to one per customer. Please refer to the official rules for the promotion of interest, respectively
• Valid through dates specified on promotion or discount terms

Farmgirl Flowers has the right to mark-down the selling price of any product on our Sites, at any time, without notice to the public.

Products on sale or marked down cannot be discounted further by use of a discount code and will be ineligible for any additional promotions or offers.

For any orders that were placed before a promotion was activated, during a promotional period but you forgot to apply the discount, or other, we cannot retroactively apply any discounts or refund the difference.