Help Center

Claims

How to start a claim

Should an issue be observed at the time of order receipt you will need to capture photographs and the following pieces of information to successfully submit an online credit request. For your convenience, our online claim form is available 24/7 on your mobile device and computer. Please retain the box and product until your request is finalized.

Simply log in using your Flowerbuyer account number and click the Profile drop-down icon in the top right corner of the screen. When the drop-down menu appears, click the “Claims” menu option. To start a new claim, please click Start A Claim and follow the instructions outlined on the page.

All requests for credit are to be submitted within 2 days of product receipt. Claim requests cannot be submitted once the 2-day deadline has lapsed. Use your invoice to correctly select from the list of eligible invoice numbers and find the box number you are requesting credit for, then click the Claim hyperlink and complete the online form.

What pieces of information do I need to submit a claim?

Since Flowerbuyer cannot pick up the product for inspection or return it to our growers, photos are required to observe and understand the issue so it may be effectively resolved with our vendors. Photos are an industry wide standard for credit approval when an inspection is not available. We require the following photos for each claim. 

1. One photo of the box end that includes all visible labels
2. Photo(s) illustrating the issue reported that includes the packaging sleeves/materials
3. Photo(s) showing the same quantity of stems or bunches that you are requesting credit for
4. If applicable, please use a ruler or measuring tape to show stem length or bloom height

If you do not capture these important pieces of information, you will be asked by the Flowerbuyer team to provide these details promptly so that your claim request may proceed.

Important Notes Regarding Shipping Times and Product Receipt

Flowerbuyer partners with the best logistics teams in the industry, leveraging a reliable network for on time deliveries of our products. However, due to unexpected weather events, mechanical challenges, or other unforeseen issues, your boxes may be delivered later than originally scheduled. Flowerbuyer will not issue a credit or refund for orders that are delivered within 24 hours of the scheduled arrival date. Flowerbuyer does not guarantee a delivery time due to factors that may arise which are beyond our control.

To better plan your purchasing and avoid unwanted surprises, we strongly recommend that customers that are buying for an important or special event, schedule an arrival date that is 2 or 3 days before the event date.

We strongly recommend that for FedEx deliveries our customers choose a delivery address where someone will be available to receive the boxes.  We will not be held responsible for theft or damage that is the result of being left outside in unsecure or unfavorable weather conditions.

Flowerbuyer is not responsible for delays or errors caused by carriers not retained by us, such as truck lines or wholesaler consolidations. In these cases, we can provide a Proof of Delivery so that you may pursue a credit request with your chosen carrier.

Credit notes will be limited to the cost of the product on the invoice. If a replacement order is needed that relates to a submitted claim, please contact our Customer Service team at 1-877-625-3243 Option #3.

Claim approval

Once your online claim request form is completed our product quality specialists will process the claim.

You can check the status of your claim by logging in to your Account and clicking the Profile drop-down icon in the top right corner of the page. When the drop-down menu appears, click the “Claims” menu option.

Click Claim Status to check if your claim is pending or if it has been approved. If additional details are required to approve your claim you will see a message alert flashing on your Account homepage. Click the message waiting alert to see a question that will appear in red text. Please click and submit a response to the question or comment so that the claim request may proceed.

If your claim has been approved, a credit note will appear on your Statement page under the Account Statement History tab.

Last updated: Sept 18, 2023