Frequently Asked Questions:
Q: How long will it take for an order to get to me?
A: Orders are shipped Monday-Friday excluding holidays. Orders placed prior to 3pm EST will ship the same business day, after 3pm EST will be shipped on the following business day. Generally orders are delivered within 1 to 4 business days, please see map for more information.
Please use the following guide to estimate shipping times:
Q: Why does Ground Shipping seem so high and why don't you use another carrier such as USPS?
A: We use FEDEX because each package is automatically insured for loss and damage. In addition, FEDEX shipments are trackable the entire transit time, USPS only offers delivery confirmation.
Q: My password isn't working, how do I login?
A: All passwords were deleted from the system in September 2016, please click the forgot password link and you will receive an email to reset your password.
Q: Do you sell in smaller quantities (not wholesale)?
A: We do not, however, FondantFlowers.com sells our items retail.
Q: How do I store the flowers?
A: They should be stored in a cool ( not cold), dry and dark place such as a pantry. Do not Refrigerate unless for only a couple of hours. If stored properly, your items will last for several years.
Q: Do you have a showroom?
A: Unfortunately, we do not have a retail store/showroom. We are a fulfillment and shipping center only. To place an order, you can order online or over the phone and your order will be shipped to you.
Q: How are the items packaged? Are the flowers packaged carefully? Will they break? What is the process if they break?
A: We package all of our products very carefully, and we ship all over the U.S. and the world, each flower type is packaged differently, depending on its size and fragility. Some are individually bubble wrapped, others are placed in between foam. Since we package our flowers so carefully, you should not have trouble with breakage. However, if your shipment arrives and the box is damaged in transit, please do not accept the box, and we can process a claim for you through FEDEX.
Q: What is your return policy?
A: We will gladly process a return as long as you call within 3 days after receipt of your order. To process a return, please visit our website and click on the return option. All contents must be in their original boxes and in excellent condition in order to process the return. We do charge a 20% re-stocking fee, Shipping costs are not refunded. The remaining balance will be credited back to the credit card used when you placed your order. If you wish to process a return, please make sure the boxes are taped closed (so they won’t open in transit) and no additional markings should be on the boxes. (We do not accept returns on Custom orders)
Q: What payment methods do you accept? Can I mail in money order / check etc? Can I set up an account for billing?
A: We accept credit or debit cards (Visa, MasterCard, Discover or American Express). Unfortunately, we do not accept checks, money orders or cashier’s checks at any time, and we do not have a billing system.
Q: My coupon code has expired, just a few days ago, can I still use it? Can you give me a new code?
A: I am sorry, but in order to receive a promotional discount, we need to have a valid coupon code to type into our system, If the code has expired, the coupon is no longer valid and our system will not accept the coupon code. We do not have access to coupon codes; they are e-mailed a few times a year from our marketing department.
Q: I can’t find my coupon code, but I know I have it somewhere…..what do I do?
A: Do not place your order until you find your code as we cannot add the discount one the order is placed.
Q: Why is air shipping so expensive?
A: FEDEX charges based on the size of your package, and we use FEDEX rates. It is always better to ship only what you need for air deliveries (the remainder can be sent via ground shipping, which will save you money). Air shipping is more expensive than ground shipping because your package is flown to its destination, instead of being transported by truck. To save on costs, ground shipping is the most affordable method.
Q: Will my items arrive on time? Is that guaranteed?
A: We always ship your order out on time, and then it goes through UPS. UPS is on time 98% of the time. The other 2% of the packages usually arrive the next business day, Saturday is not a business day, so your package would arrive on Monday if it was late and was originally scheduled for Friday delivery. Packages are usually late due to an emergency or some other uncontrollable event.
Q: Do you back order items that are out of stock?
A: YES, we do take back orders. Please call or email our office and we can give you an estimate on when the item will be back in stock and pre-order if for you. Also if you would like, we can, take your telephone number and the product you are interested in, and give you a call once those items are back in stock.
Q: Can I have samples sent to me?
A: We do not provide samples as we are a distributor and cannot break into the boxes. You can also visit FondantFlowers.com which sells our products in small quantities.
Q: What if my order arrives broken?
A: We package all orders professionally and to insure the least amount of breakage, we suggest that you always order additional since these are fragile products. If your order contains more then 15% breakage, please email a picture of the broken items to us at email@example.com and we will respond promptly. Do not throw away the packaging or products as UPS may request to inspect the package. Slightly broken items can be repaired by using royal icing as glue.
Q: What is the minimum order? Do you require a minimum?
A: Yes there is a $20.00 minimum purchase on product.
Q: Is the color of the flower exactly like it looks in the photos?
A: All of the flowers are handmade and colored by hand, which means that they are not always colored at the same time, and can vary slightly in color. If you are looking for a specific shade, perhaps to match a bride’s swatch, you may want to go with white roses and then airbrush them to match.
Q: How do I use the dusting powder? (With an airbrush, etc.)
A: Airbrush- The best way to apply color to gum paste flowers is by using an airbrush, because it controls the moisture content by applying a thin, even mist to the flower. To color using an airbrush, simply take equal parts (part alcohol (such as vodka, white rum, or any kind of clear alcohol and part dusting powder. DO NOT USE WATER OR OIL. Mix the alcohol and the dusting powder really well in a cup or a bowl, and then pour into your airbrush. You can test the color by spraying onto a paper towel. If you want the color to be darker, repeat the process but add more dust.
A: No-airbrush- Although airbrushing is the best way to color the flower, some decorators will paint or dry dust the flower. If you decide to paint, you have to be very careful and use a fine paint brush (any small brush will do), because it will be more difficult to control the moisture content. On the other hand, “dry dusting” is great for light colors (pastels and whites), because it adds a hint of color. If you are looking for a dark color (royal blue or burgundy), the dry dusting does not work well. Overall, airbrush is more common and popular, because it saves a great deal of time and controls the moisture content.
Q: Do you offer wholesale discounts to distributors?
A: Please contact us at 1-800-593-8250 to discuss or send us an email.
Q: How do I know if the items in my order are in stock?
A: When you place your order, we can automatically tell you if the items are in stock.
Q: Do you ship internationally? Where do you ship?
A: We ship worldwide.
Q: Will I get a tracking number?
A: Yes, once your order has been processed and shipped, a tracking number is generated. If you have an email address on file with us, the tracking number will be sent to your email from FEDEX automatically.
Q: Can I give you my shipping account number, and you can bill me for shipping/ that way you can use that number instead?
A: Unfortunately no, we do not ship using alternative account numbers, we ship using our account only.
Q: Why do you have items out of stock?
A: We do our best to keep all of our products in stock, all of the time. However, occasionally a large quantity of one product is purchased, leaving the product out of stock. In the summer and peak seasons, popular stock can also run low. It is a very good idea to order well in advance, as soon as you are aware of the demand for the items, this is because all of our items are handmade, so replenishment can be lengthy at times. By ordering in advance, you ensure that product being in stock before you need it.