Claims and Quality Policy

Last updated: October 2026

We pack every box with care and want you to be happy with every stem. If something is not right, this is how to tell us.

How long you have

Report a quality claim within 36 hours after the flowers arrive. We cannot accept claims reported after that.

What to send

Send clear photos of all three of these:

• The box: the outside, the label, and how the flowers were packed.
• The flowers: the stems and blooms that have the problem.
• The barcodes: the barcode labels are near the top of each rose bunch. Please photograph the barcode of every bunch that has a problem, so we can trace it back to the day it was cut and packed.

Please include your customer code, the order number and a short description of the problem.

How to send it

Email daniel@united-flower.com or message us on WhatsApp at +1 909 764 7831. The sooner you send it, the faster we can help.

What happens next

We review your photos together with the order details and get back to you with our decision.

What claims cover

Claims are for the quality of the flowers as we packed them, for example quality defects, the wrong variety, or the wrong count. Under our FOB Quito terms, delays or handling by the airline or cargo agency after the flowers leave our hands are outside our responsibility. See our Terms of Sale.