Our flowers are handpicked and go through an arduous quality control before leaving our farms, but if the product comes damaged for reasons other than shipping such as: petal, stem or foliage disease, please contact us immediately. Contact a MR Roses Farms representative with any claim by email within 24 hours of receiving your order. Please include a digital photograph of the damaged product and send it to email@example.com within 24 hours of receipt of your order.
We reserve the right to ask the buyer if they read and followed the rose care instructions. Someone should be present to receive the product when it arrives, open the box immediately and carefully follow the care instructions (Never use home refrigerators or freezers). We don’t and can’t guarantee x days of “life of cut flowers in a vase”, since once the product gets delivered we can not control how the product has been handled nor weather or external conditions the product faces.
In the case where the number of roses received is less than what you ordered, please contact a MR Roses Farms representative to place your claim no later than 24 hours after the product is received. MR Roses Farms will issue a refund for the value of the missing stems.
MR Roses Farms will not acknowledge claim cases older than 15 days (from the date product was delivered).
If for any reason we don’t have a specific color available after the order has been placed; we will attempt to contact the buyer as soon as possible; if we can not contact the buyer, we reserve the right to substitute the color with one of a similar value; this is not a cause for refund or replacement. This may happen due to high demand, or poor weather conditions; last minute changes may occur. Please be aware that sometimes as a result of normal wear and tear of the transportation process, rose buds may break off, MR Roses Farms is not responsible to replace roses affected by the transportation process.
MR Roses Farms will not be responsible for custom clearance delays, FedEx / DHL delays, transportation delays due to mechanical issues or otherwise, roses delivered to incorrect addresses supplied by the buyer, decrease of the quality of the product due to increased delivery time due to incorrect delivery addresses supplied by the buyer, decreased of the quality of the product due to improper handling by the recipient, delays in delivery due to extreme weather conditions (hurricanes, blizzards, earthquakes, tornadoes, etc.), electrical failures, natural disasters, or terrorism, if the box is damaged while shipped, or for lost or stolen boxes.
We do accept cancellations of orders 10 days prior to your requested delivery date. A $10.00 cancellation processing fee will be charged to your account.
We do not accept cancellations of orders if you would like to cancel it SEVEN (7) days before the requested delivery date (within the minimum timeframe required to place an order); you will be charged for the full amount stated on the invoice.