Frequently Asked Questions
How far in advance can my order be placed?
When placing your order through the website, you are able to select a delivery date up to 90 days in advance. Please ensure accuracy when selecting your delivery date to guarantee delivery on the correct date. You can also place your order on the phone for any future date.
Will I get an order confirmation?
If you have provided us with an e-mail address, you will receive an automated e-mail confirmation the day you place your order. If your order is placed on Friday after 4:00pm (EST) you will receive your confirmation the following business day. Your tracking number will follow closer to the actual date of shipping.
How is my order shipped?
We ship our flowers in a fully insulated gift box using UPS or FedEx overnight courier service. Our flowers are shipped courier direct from our greenhouse and arrive at the recipient`s door the very next day.
How do you package the flowers when a vase is included with the order?
The flowers and vase will be sent in a high quality gift box. Our flowers are wrapped in a clear gold-striped cellophane wrap, put into the vase (no water is included), and then placed on its side in the gift box. Everything is secured with plastic ties, and an ice pack is included to keep the flowers cool and fresh.
When will my order arrive?
When placing your order online, you are able to choose your delivery date. Your order will be delivered on the date that is requested. We can offer Tuesday-Saturday arrivals to most locations within the Continental US and Canada. As the flowers are being delivered through overnight courier we can only guarantee delivery by the end of the courier`s business day. Our overnight courier generally delivers to businesses and companies first before moving on to their residential deliveries.
What Credit Cards types are accepted?
When placing your order through the website we offer multiple credit card types. We accept Visa, MasterCard, Discover and American Express.
What type of guarantee do you offer?
All of Rachel's Gifts are guaranteed* to arrive fresh and beautiful on your selected delivery date every time you order. If you are not 100% satisfied with the product quality upon arrival, we will replace it free of charge. *This guarantee applies to orders for which we have received complete and accurate delivery information.
Can I request a specific delivery time?
Because our flowers are shipped by overnight courier, we can not deliver at a specific time of day. All deliveries are guaranteed to arrive by the end of the courier`s business day.
Can the Delivery Address be changed once the order is placed?
If you order has not been printed for shipping we would be more than happy to make any changes to the delivery address. Once the order has been printed we will not be able to make changes to any part of the order. To make changes to an order being delivered the next business day, we must receive your request for any changes by 12:00 pm (NOON) EST one day prior to the delivery date. Please be aware that during floral holidays we need to receive all address changes at least three business days prior to the delivery date. For inquiries regarding address changes, we suggest sending an email.
Can the Delivery Date be changed on my order once the order has been placed?
If your order has not been printed for shipping, we would be more than happy to make changes to the delivery date. We can service Tuesday-Saturday deliveries in most locations within the Continental US and Canada. Once your order has been printed we will not be able to make changes to any part of the order. To make changes to an order that is being delivered the next business day, we must receive your request for any changes by 12:00 pm (EST) one day prior to the delivery date. Please be aware that during floral holidays we need to receive your delivery date change at least three business days prior to the delivery date. For inquiries regarding delivery date changes, we suggest sending an email.
Can I cancel my order?
If your order has not been printed for shipping your order can be cancelled. If your order has already been printed and shipped your order can not be cancelled and the flowers will be delivered on the delivery date requested. To cancel an order that is being delivered the next business day your request for cancellation must be received by 12:00 pm (EST) one day prior to the requested delivery date. Please be aware that during floral holidays we need to receive your cancellation at least three business days prior to the delivery date. To inquire about cancelling an order, please feel free to contact our customer service department by sending an email.
What information should be included when placing an order going to a hospital or large office complex?
When sending to a hospital or large office complex please be sure to include the following information: Recipients First and Last Name, Company Name, Hospital Name, Full Street Address to where the hospital is located, Floor Number and Room or Suite Number if the recipient is a patient at a hospital. Please be aware that our flowers are shipped in an insulated gift box and someone must be available to prepare the flowers once they arrive. You may want to ensure you add a vase to your order as most hospitals and large office complexes do not have or provide vases. As we ship overnight courier service and guarantee delivery by the end of the courier`s business day, we suggest contacting the Company or Hospital in regards to the delivery procedures for deliveries made through courier services. When sending to a hospital, please ensure the patient will not be discharged from the hospital prior to or on the day of the flower delivery. When sending to a company please ensure the recipient is working on the day of delivery.
Do you deliver to Apartment Buildings?
We do deliver to apartment buildings. When placing your order through the website please ensure that the apartment number is included in the address. If an apartment number is not included with the order it may delay delivery a minimum of one additional business day. As our courier only provides door service, they are unable to contact the recipient prior to attempting the delivery. As most apartment buildings are secure the delivery person will have to buzz the proper apartment to notify the recipient there is a delivery. The courier`s delivery policy to apartment buildings in general is that there must be someone at the apartment number given on the order to be able to successfully complete delivery. If for some reason no one is in at the time of delivery, please be aware that the courier will take the flowers back to the closest courier station, and a second delivery attempt will be made the next business day.
How will I know the flowers have been delivered?
Once your order is processed and shipped for delivery you are sent a tracking number to the email address you submitted upon placing your order. You are able to track your delivery by using the tracking number from the email and going to www.UPS.com or www.fedex.com. The appropriate website will give detailed information regarding your flower delivery. If you have questions regarding the flower delivery please contact UPS at 1-800-PICKUPS or FedEx at 1-800-GO FEDEX, as they will have detailed information regarding the delivery.
Do you ship Internationally?
For the freshest quality upon delivery, our gift box has been designed to ship the flowers using Next Day Air overnight courier service through UPS or FedEx. As most destinations outside of the Continental US and Canada require a minimum of 2 business days for delivery, we only ship to the Continental US and Canada. If you would like flowers delivered internationally, we suggest contacting a local florist who provides international service.
Once the flowers are delivered how long should they last?
Given the proper care, your flowers should last anywhere from 5-10 days, depending on the variety and the care they are given once they are received. Different varieties and colours of the roses and other floral products we offer have varied longevity. Please see the product description for additional details.
Are your Roses open when they are shipped?
Our freshly harvested roses are barely beginning to open when we ship them. You will be able to enjoy seeing them open to their maturity and beauty.
If I ask for a signature upon delivery and no one is available, what happens?
When a signature is requested upon delivery and no one is available at the time of delivery the courier will leave a notice stating they had attempted delivery. The courier will then take the flowers back to the courier station where they will re-attempt delivery the next business day. The courier may also leave the flowers if it is deemed to be a safe location. Even if a signature is not requested the courier has the ultimate decision whether to leave the flowers at the indicated address. UPS will not leave the flowers if they deem the location to be high risk.
Can I send flowers anonymously?
Can I have the flowers delivered on Sundays or Mondays?
To ensure a high quality product, we do not utilize a two day delivery service. We can however, generally service Tuesday to Saturday deliveries.
Can I place an order and have the flowers delivered the same day?
Because our flowers are coming directly from our greenhouse by overnight courier, we cannot send your order out for arrival on the same day they are ordered.
Can you colour customize my order?
Can I send a different number of roses other than what is listed on your website?
Can I order champagne/orange roses?
Can I order my own arrangement?
We may be able to process special requests pending availability. It is possible to do this at any time of the year, with the exception of floral holidays such as Valentine's Day and Mother's Day.
Are your roses the huge one that I`ve seen in florists' shops?
You are probably referring to South American grown roses. While these roses may be larger in size, they do have a shorter life span. We ship only our freshly cut floral products to arrive at your door overnight.
Are your roses fragrant?
Greenhouse roses are not as fragrant as roses grown outdoors; but do have a nice fragrance.
Why were thorns left on my roses?
We do not strip our roses of thorns as it damages the stems and severely inhibits the vase life of the roses. Our 35 years of experience have shown us that removing the thorns frequently causes lesions, which create an 'air lock' in the stem and prevents water uptake.
What courier service are you currently using?
UPS and FedEx overnight services are both utilized. Our choice of courier depends on the selected product, the greenhouse from which it is being shipped, and to what area it is being delivered.
Will my flowers come arranged?
Products are shipped directly from our greenhouse using an overnight courier service. Due to our packing method to accommodate courier service, bouquets do not come arranged as you would receive from a florist.
I received a plastic pack with my flowers that had blue gel in it. What is it?
This pack is an ice gel pack to help keep your flowers at the proper temperature during shipping. It can be re-frozen and re-used. This is not intended to be used as floral preservative in the vase.