Shipping & Returns

Shipping

We ship from USA and the UK

In the US, we do all of our shipping through the US Post Office (USPS). We are located in Middle-of-Nowhere, Idaho, USA at a place that is affectionately called "The Gateway to the Wilderness." We do not have a local UPS or Fed-Ex office and nothing ships overnight from here.

UK packages are shipped via Royal Mail

When you place an order, we will usually ship out the next business day. If you order late in the day on a Friday or over the weekend it will ship out Monday unless it is a holiday. Custom Combos may take a little more time, but we understand the importance of being timely when you are hurting or under pressure.  

Shipping that isn’t within the US or UK

We can ship to almost any address in the world, however, it is the international buyer's responsibility to know it will make it through customs in their country. We also ship through the post office, so if you don't trust yours, you may want to work with a company called MyUS.  Note that there are restrictions on some products, and we cannot ship some products to international destinations. Shipping outside of the US/UK/Canada is at your risk, meaning we'll give it a try, but we are not replacing missing packages.

In addition to shipping fees, local taxes, duties and customs fees may be charged on receipt of the package. If a package must be abandoned due to exorbitant costs, the customer is liable for the cost of the products. 

Customs arrangements and fees are the responsibility of the customer. We will not mark your package as a gift to avoid extra fees. Being honest allows us to continue shipping to your country.  

Tracking is available on all US packages and most international. (Some countries do not use our tracking codes.) We email you this upon shipping, but if you lose the email, we can get you the tracking information. 

Returned Mail

Please ensure the correct shipping address is on your order as we will not send any replacement packages if the package was returned to us for the following reasons:

  1. The address provided by you was not correct

  2. The package is unclaimed once delivery has been attempted

Returns Policy

You may return most new, unopened items within 30 days of delivery for a refund of the item cost. Custom Combos and subscription products are not available for returns as they are made specifically for you. We'll also pay the return shipping costs if the return results from our error (you received an incorrect or defective item, etc.).

How To Return 

If you have not opened the mailed package, you can simply give it back to your mail carrier, write “refused” on it and stick it back in your mailbox for pickup, or take it to the Post Office and tell them you are "refusing it." This will send it back to us free of charge. 

If you have opened the package but the bottle is still sealed, email us or find your order in your customer account and click the return items link. You're also welcome to mail it back to PO Box 147, Kooskia ID 83539.

You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days, more for international), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).

If you need to return an item, simply login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button. We'll notify you via e-mail of your refund once we've received and processed the returned item.

Order Issues:

All order issues must be must be filed by emailing service@freedom-flowers.com 

Missing or Incorrect Items

If your order arrives with an incorrect item or is missing an item and the shipping box is intact, just email us at service@freedom-flowers.com with a picture of the items received and the error and we’ll take care of it

Broken or Damaged Items

  • Order issue must be filed within 15 days of the tracking showing “delivered”

  • Customer must provide photos documenting the damage

  • If the customer received a broken item and needs to dispose of it (i.e. shattered glass), the customer needs to check their city ordinances and dispose of it properly

  • The customer does not need to ship back broken/shattered items 

  • Cosmetic damage that does not impact the usability of the product is not covered

  • In case of an approved claim we will ship a replacement or refund the item based on product availability and customer’s preference

Subscription items

  • Subscription items are limited quantities and may not be available for replacement

Out of stock

  • Out of stock items cannot be replaced, a refund will be issued instead in case of an approved claim

Packages Labeled "Return to Sender"

  • Packages are returned to sender when a customer provides an invalid or undeliverable address or refuses a delivery

  • Once we receive the package back we will issue a refund for the cost of the order minus the initial shipping costs

Order Stuck in Customs

  • We do not cover when a customer’s order is stuck in international borders/customs

  • It is the customer’s responsibility to pay the customs fees in order to receive the package

  • If we replace an item the customer has already paid customs on, we will ship the replacement so that customs are not charged or will issue a refund to cover any customs fees incurred 

  • If a package is returned to us because of unpaid customs duties, we will issue a refund for the cost of the order minus the initial shipping costs

Delivered but Missing Package

  • Order issues for packages marked "delivered" yet not received are considered lost or stolen, and must be filed 5 business days after “delivery date” but no longer than 15 days to ensure it was not mis-delivered or easily found around the premises. Carriers also sometimes prematurely mark the package as delivered when it’s still in transit

  • While you wait those 5 days: 

    • Check the address you entered and make sure it is correct

    • Then check other doors that you normally don't use like side doors, back doors and in between screens. Many of our packages are small enough to fit in your mailbox

    • Check with other household members as they sometimes put things in weird places

    • Check with the mail carrier when they come by, or leave a note; you can even call your local post office (look them up by zip code at www.usps.com) They can give you a status on it including GPS tracking for where the package was when it was scanned as delivered 

  • If after those 5 days the package has not been located, and the steps above have been followed, the package is assumed to be stolen

Mail Theft

  • Mail theft is a serious felony, if you believe you have been the victim of it you need to first file a claim with your local post office

  • At our discretion, we may require a police report or in-person notarized statement form when the customer’s package is marked as delivered but customers says they never received it

  1. If requested, the customer will file the police report/notarized form and include an explanation that the retailer is requiring a police report/notarized form to process the order issue

  2. Send us the police report PDF & number in the order issue (if a notarized statement was requested, send over a screenshot and details of the notary form signed by a notary public)

Note: Depending upon the jurisdiction, a false police report may be charged as a misdemeanor or a felony.

  • Once you have filed the claim with your local post office, email us a copy of the claim and we will replace or refund as appropriate

Packages Delayed in Transit or Presumed to be Lost

  • Order issues for packages presumed to be lost by the carrier (where the status is not "delivered") must be filed no sooner than 7 days after the last tracking update for United States domestic shipments (20 days for international shipments, including Canada) and within 30 days from the last tracking update

  • Packages are not presumed to be lost as long as tracking continues to show updates and has not labeled the package as “missing in transit”

  • You need to contact your local Post Office to assist with delayed packages, we do not have additional information beyond the same tracking information you can see

  • If after 30 days from the ship date a US destination package is still delayed we will issue a replacement or refund and it is your responsibility to refuse/return to sender the original package when it finally does arrive

Delivered to Wrong Address

  • If the customer input the correct address as reflected on their order confirmation and the package was delivered to the wrong address as shown on tracking or the GPS tracking data for your local post office, and after 5 business days USPS deems the package unretrievable, we consider this package lost and we will replace the order on behalf of the customer. Should the original package arrive, it is your responsibility to refuse/return to sender the package

  • If the customer did not input the correct address as reflected on their order confirmation we will not replace the order or issue a refund. It is the customer’s responsibility to provide us with the correct address, keep the shipping addresses on their digital wallets correct, and set up mail forwarding when they move. In such cases the customer will need to contact USPS to see if the package can be retrieved