FAQ - Ecuador Direct Roses

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Delivery Schedule

 

The chart below, in accordance with DHL, UPS & FedEx's flight schedule, will help you calculate your order date if you need your roses at a sooner or later date. You can also order a future delivery at a later date with our Scheduled Delivery option.

The following transit delivery program is valid under DHL, UPS & FedEx flight schedules and availability, and subject to seasonal and unforeseeable changes.

Ecuador Direct Roses strives for the perfect timing to your exceptional product, for which WE HIGHLY RECOMMEND you to place your order 4 DAYS BEFORE YOUR EVENT due to the possibility of delays in flight schedules, mechanical issues, and natural complications cannot be anticipated. Our flowers easily last 10-15 days or longer with proper care, guaranteed.


 

How many days from my order will it take for delivery?

The time of delivery depends on the day of order, so in general terms your roses will be delivered to your location by DHL, UPS & FedEx in 4-7 days.


 

How do I track my order?

The DHL, UPS & FedEx tracking number will be e-mailed to you on the same day the shipment is sent.

How are taxes charged?

Ecuadorian goods have a 6.8% U.S. import fee. That 6.8% tax is a value of trust that you're receiving fresh, premium Ecuadorian roses, and is included in the final price.

Our Policies

 
Out of Stock

If we are Out of Stock on an item, you have the option to request an alternative variety of rose or cancel your order. Please note that we do not 'capture' or 'charge' the funds until we have packed the order and processed the shipping information on that order. Any visible charges are a 'pending' transaction and are only billed upon shipment from our warehouse and otherwise will fall off of your credit card statement after 7-10 days (depending on your bank).

Damaged Goods

Ecuador Direct Roses products are shipped with a 100% quality guarantee. Prices are subject to change without notice due to unforeseen market conditions. Shipping costs are estimated at check out and will be adjusted upward or downward according to the actual shipping cost at the moment of departure from our premises. Quality claims must be made to Ecuador Direct Roses within 24 hours of receiving the order. Quality claims must be made by email to: customercare@ecuadordirectroses.com and must include pictures sufficient to properly capture the quality problem (Showing the number of stems damaged). Also, need to show up the bar code included in every bunch of Ecuador Direct has within 48 hours after receiving your order. (Pictures without the bar code can't be processed as ours). Approved claims will be deducted from the invoice amount on your next shipment. Exclusions to this guarantee include, but are not limited to, damage due to transit problems or weather conditions, Saturday shipments, shipper exclusions, or 2nd-day arrivals being requested by the customer. Additional pictures may be asked for or required to help us communicate with the shipper in tracking down the nature of the quality or transit problem.

Applicable Law:

You agree that any legal action brought against us shall be governed by the laws of the Country of Ecuador, without regard to conflict of law principles. You agree that the sole jurisdiction and venue for any litigation arising from your use of or orders made on any one of our Sites shall be an appropriate court in Ecuador.

How to process credits

NOTE: * Credits will be processed according to the number of stems damaged shown in the pictures you send us.
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Step #1

Quality claims must be done within 24-48 hours after receiving the order.
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Step #2

Take good quality pictures of barcode in every bunch/bundle & also a picture of the number of the damaged stems.
 
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Step #3

E-mail us to: customercare@ecuadordirectroses.com to with a brief explanation of the quality issue found & attach all the necessary pictures.

Cancellation Policy

 

When your order is placed with Ecuador Direct Roses, at that time we reserve the specific flowers for your order. This applies whether they are for immediate harvest and shipping, a pre-book or order made in advance with the shipping date in 40 days or more. These flowers are immediately tagged and removed from our inventory availability list. If your order is placed and confirmed for shipping in 40 days or more in advance, a 50% in-house credit will be issued to your account for future purchases. If the order is placed and confirmed for shipping in less than 40 days, no refund or in-house credit will be issued.
If the customer requests cancellation 24 hours after they place an order, any amount of money refunded will be dealt a penalty of 15% on the value paid.

Once your order has shipped, we can not accept any cancellation, even if it is within 24-hour cancellation period.

Our Commitment to Your Privacy

 

Ecuador Direct Roses greatly values our customer relationships and guards our customer's privacy. We collect customer information from you only in an effort to keep you informed about changes in our products and services and to offer you access to special offers, discounts and promotions.

Ecuador Direct Roses acknowledges that we must use customer information only in a highly responsible manner and therefore we do not sell your information to any third parties. This practice includes any and all of the personal information we collect from you in the course of doing business together.

If we should change our information privacy policies in the future, we will inform you by updating this policy statement on our web site or by contacting you directly via email. We will notify you of any such change before we use your information in any manner not previously disclosed. At that time you will be fully entitled to opt-out of any new usages.

If you have any further questions about our commitment to privacy, please send us an email, or call us.

 

Standing Order Program 2021-2022

 

Terms and conditions of our Standing Order Program.

As always, we only provide you the freshest of roses and flowers. Your order is handpicked from the farm the day before we ship to you. Freshness counts.

For customers who join the Standing Order Program, we guarantee for the given year that the pricing and availability of each selected product will not be increased; not even during times of high demand or the holidays.

If EDR is unable to ship a specific product we will substitute it for a similar product. We will also contact you before shipping occurs for your approval.

Need a break? Let us know. We understand that situations do occur, so you can snooze or pause your Standing Order Program up to two orders within the year. In other words, the paused orders do not necessarily have to be consecutive. Please if you need to cancel or pause you must notify one week before your order is ship to our sales representatives by email to: customercare@ecuadordirectroses.com If the subscription is canceled before the end of the year and the cancellation is not notified, no refund or internal credit will be issued. If the client requests cancellation 24 hours after placing an order, any amount of money returned will have a 15% penalty on the amount paid.

EDR strives to ensure your products arrive on your requested date. We track your order with UPS, DHL or FedEx and if we realize that your order will not arrive on the requested day, EDR will contact you with this information and a solution.

Your credit card will be charged for the first delivery when your order is placed and all subsequent deliveries will be charged to your credit card when the product is prepared for delivery. (approximately one week prior to the scheduled delivery date).

No promotion or coupon codes apply to the Standing Order Program; it cannot be combined with any other specials or discounts.

A sign-up fee of $199.99 is required to start your Standing Order Program. This sign-up fee ensures your membership for one year starting on the date of your subscription starting in September 2021 and ending in August 2022. This will apply in your first month of the Standing Order Program.

Don’t worry! The sign-up fee will be applied to your last order of the Standing Order Program year. You will receive this amount back within your rose and flower orders.

If you have any further questions about our standing order program, please send us an email, or Call us: (786).352.8398 (toll free from U.S.).

 

Limitation of Liability

 

WHILE WE ENDEAVOR TO PROVIDE THE MOST ACCURATE, UP-TO-DATE INFORMATION AVAILABLE, THE DIRECTORIES AND INFORMATION ON OUR SITE MAY BE OUT OF DATE OR INCLUDE OMISSIONS, INACCURACIES OR OTHER ERRORS. OUR SITES AND THE MATERIALS THEREIN ARE PROVIDED AS IS AND AS AVAILABLE. WE DO NOT PROMISE THAT OUR SITE OR ANY SERVICES OFFERED ON OUR SITE WILL BE ERROR-FREE OR UNINTERRUPTED, OR THAT THE USE OF OUR SITE OR ANY CONTENT, SEARCH OR LINK ON THEM WILL PROVIDE ANY SPECIFIC RESULTS.

EXCEPT AS EXPRESSLY STATED HEREIN, WE EXPRESSLY DISCLAIM ALL REPRESENTATIONS, GUARANTEES, WARRANTIES, EXPRESS OR IMPLIED, OF ANY KIND WITH RESPECT TO PRODUCTS SOLD ON OUR SITE, AND OUR SITE USE, INCLUDING BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE.

Care Instructions

 
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  • Shipping:$33.00

    Note: A shipping fee of $33 is added for orders totalling less than $90.