FAQs

 

Orders 

How do I order?

We take orders exclusively via text.

The first time you checkout, we’ll send you a mobile link to complete your account information via our secure portal. All future transactions happen via text message. You’ll never have to find your password, purse or pin again.

Text us “GET” or “GIFT” anytime to order.

Sign up to receive your first text here.

How do I know which bouquet is shipping?

We send you a weekly moodboard with a hero image of what’s shipping. You can reply GET or GIFT.

Not interested in the bouquet that week? Just ignore us or text back SKIP.


What is the deadline to confirm my order each week?

Orders will ship once per week on Mondays. Orders received by 11:59pm PDT on Sunday will be sent the following Monday.

 

I need to make a change to an order I placed, what should I do?

If you would like to request a change to your order, please text us and our team will quickly review your request.  Changes are subject to order and shipment windows, but we will do everything we can to accommodate your request.

 

How do I cancel an order that I placed?

We can cancel your order up to 24 hours after it has been placed. Please text us back in response to your order confirmation and cancellation request within the specified timeframe and our team will take care of it.  

 

Can I send more than one bouquet per week?

Definitely.  Just let us know how many you’d like and where you’d like to ship them. Shipping to multiple addresses is welcomed.

 

What if I want a Petalfox bouquet for myself and I want to send one to a friend?

Sending flowers to friends is highly encouraged, so yes, do it! Just let us know how many you’d like and where you’d like to ship them. Shipping to multiple addresses is welcomed. 

 

I’m going to be out of town or unavailable to receive my Petalfox bouquet this week, can I skip?

Absolutely, if you don’t want to receive the next week’s Petalfox bouquet for any reason just ignore our weekly what’s shipping text or respond with SKIP.

I texted you but I haven’t heard back.

This service is run by humans and not by robots 🙌. We can’t wait to chat. We will get back to you as soon as we can! Our team is ready to text with you from 10am - 8pm PDT daily.

If you texted the word STOP (even as part of your message but you didn’t want to unsubscribe), you have been automatically unsubscribed and we cannot text you back until you text us the word START. You can also send us a note at support@petalfox.com if you can’t reach us.

Shipping 

How do your products ship?

Orders will ship once each week on Mondays.

We partner with Fedex, OnTrac and Golden State Overnight (GSO) for all of our shipping needs. Shipping is included in all of our bouquet costs so you don’t have to worry about it! 

Bouquets can ship 2 per box, so if you order more than 2 bouquets you may receive multiple boxes.

When will my Petalfox bouquet arrive?

Standard transit times (subject to change):

  • Arizona: next day service

  • California: next day service

  • Colorado: two day service

  • Delaware: next day service

  • Idaho: two day service

  • Maryland: next day service

  • Nevada: next day service

  • New Jersey: next day service

  • New Mexico: two day service

  • New York: next day service

  • Oregon: two day service

  • Pennsylvania: next day service

  • Utah: two day service

  • Virginia: next day service

  • Washington: two day service 

  • Washington DC: next day service

How do I track my Petalfox Flowers?

Once your Petalfox bouquet ships, you’ll also receive an email with tracking information. We’ll also send you a confirmation text, if you would like to track your bouquet, please text us back with the emoji 📦.

 

Does the shipment require a signature?  

Petalfox shipments do not require a signature for delivery. However each delivery partner may choose to require a signature according to their rules and regulations.

 

I need to change the shipping address I provided. 

Send us a quick text and let us know the updates you need to make. Changes to your order must be completed by 11:59pm PDT on Saturday evening.

 

Can I reroute my Petalfox bouquet once it has been shipped?  

Unfortunately we cannot reroute a shipment once it has been sent.  

 

Where does Petalfox ship?

Currently we are shipping to Arizona, California, Colorado, Delaware, Idaho, Maryland, Nevada, New Jersey, New Mexico, New York, Oregon, Pennsylvania, Utah, Virginia, Washington and Washington DC.  We’ll be branching out soon, let us know where you want us to ship next and share your email to receive updates.

 

I don’t live in a location where you’re currently shipping and I’d love to sign up! When are you coming to my area?

You can help us choose our next location!  Please sign up and we’ll notify you when we are ready to bring our bespoke bouquets right to your doorstep!

 

I haven’t received my Petalfox bouquet this week! What should I do?

Send us a quick text and we’ll look into your shipment. We will work to find the shipment or make sure you receive a new Petalfox bouquet!

 

What should I do if my order is damaged when it arrives?  

It is important to us that you are happy with your Petalfox flowers.  If you are unsatisfied with your blooms, please send us a text within three (3) days of receiving your order including details about why you’re dissatisfied, your order number and any photos you can share.  

We will send replacement shipments for the following reasons:

  • your shipment never arrived

  • your shipment arrived damaged

  • your flowers arrived subpar

If requesting a replacement shipment for any reason related to damage or subpar product, clear photos must be provided with your request.  

Our team will review your request and will work to make sure you’re happy with the final solution. We will notify you of the approval or rejection of your request.  If approved, a replacement shipment will be sent to you within 3 - 5 business days. Once shipped, you will receive an email confirmation with tracking information.

Text Commerce  

What is conversational commerce?

Petalfox is pioneering a new way to get the things you love, more often — starting with flowers.

Get or gift flowers entirely over text message with Petalfox’s text commerce approach. Beginning this year, our female founded company launched its text commerce platform making your transaction as simple as sending an emoji.

Do you have standard hours of operation?

Our team is ready to text with you from 10am - 8pm PDT daily.

How do I get on the weekly text?

Sign up for our text message service here. We’ll send you a welcome message and add you to the weekly text with what’s shipping!

Do I need to purchase a bouquet to get the weekly text with what’s shipping?

You don’t need to make a purchase to be on our weekly text. If you’d like to sign up to see what’s it like without a purchase, go right ahead! Use this link to join the list.

How do I make a purchase for the first time?

First get on the list: signup for your first text.

Text us GET or GIFT anytime.

The first time you checkout, we’ll send you a quick mobile link to add your payment information via our secure portal. After that, all transactions can be made completely via text. You never have to find your password, purse or pin again.

How do I manage my account?

We take orders exclusively via text. Text us with any questions you might have, we’re happy to help!

I accidentally texted STOP. Now what?

If you STOP receiving texts you will not be able to manage your account.

If you texted the word STOP (even as part of your message but you didn’t want to unsubscribe), you have been automatically unsubscribed and we cannot text you back until you text us the word START. You can also send us a note at support@petalfox.com if you can’t reach us.

Emoji glossary:

👀 See what’s shipping

🌷See weekly flowers shipping

✂️ Flower care tips

💡How it works

💸 Pricing

🎁 Send gift

📦 Order tracking

📬 Update shipping

💳 Update payment

🌎 Shipping locations

📱 Free floral mobile wallpaper

💬Free inspo quote mobile wallpaper

Billing  

What credit cards and payment types do you accept?

We currently accept Visa, Mastercard, American Express, Discover, JCB, Diners Club.  

 

When will I be billed?

We will process your payment after you text us GET or GIFT.

Please visit our Terms and Conditions for additional information.

 

Refund Requests:

It is important to us that you are happy with your Petalfox flowers.  If you are unsatisfied with your blooms, please send us a text within three (3) days of receiving your order including details about why you’re dissatisfied, your order number and any photos you can share.  

We will send replacement shipments for the following reasons:

  • your shipment never arrived

  • your shipment arrived damaged

  • your flowers arrived subpar

If requesting a replacement shipment for any reason related to damage or subpar product, clear photos must be provided with your request.  

Our team will review your request and will work to make sure you’re happy with the final solution. We will notify you of the approval or rejection of your request.  If approved, a replacement shipment will be sent to you within 3 - 5 business days. Once shipped, you will receive an email confirmation with tracking information.

 

Can I exchange my flowers?

We only replace items if they are defective or damaged.  If you feel your product is defective or damaged, please see the above ‘Refund Request’ section.  

Our Petals 

What do I do when I receive my Petalfox shipment?
Your arrangement has been carefully handmade and packaged by our team.  

  1. When you receive your shipment, unbox your hand-tied flowers.

  2. Visit www.petalfox.com/flower-care for detailed instructions on taking care of your blooms.  

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Care instructions for your flowers:

You’ll can find care instructions inside the top flap of each Petalfox box and we publish a flower care page for additional information on each bouquet. Subscribe to our blog for frequent tips on taking care of your arrangements and helping your flowers last as long as possible.  

What is the Petalfox Promise?

We love flowers! We also love their perfect imperfection.  Sometimes they surprise us with their hardiness and resilience, and other times they are terrifically temperamental and fragile.  We do our best to shepherd these beauties as they make their way from us to you. 

We are werkin’ to bring you crush-worthy blooms and a uniquely curated experience every week. If you’re for any reason unhappy with your flowers, please give us - Kelly & Rhenee, co-founders @ Petalfox - a chance to make it right!

Please text us with any concerns about your product!

Please see our Terms & Conditions for more information.

What flowers do you ship?

We curate a new bouquet each week of the year! We have fun by delivering to your doorstep what’s trending on your social feed.

We also offer a few rotating single variety bouquets, text us to find out what’s shipping this month!

Check out our past floral recipes or visit our instagram story to see what our Petalfoxes share.Can I customize the flowers in the weekly arrangement?

Each week our team thoughtfully curates the Petalfox bouquet with unique blooms that you may not have seen before.  Part of the joy of receiving our arrangements is the joy of receiving a hand designed bouquet so you can enjoy seasonal varieties and learn about each flower in our floral recipe each week.  See our past floral recipes here


Do you have different sizes available?  

We are currently shipping one arrangement size. If you’re looking to fill a larger vase or vessel, we recommend ordering multiple Petalfox bouquets and combining them into one arrangement upon receipt. Our partners do this all the time and it works wonderfully!

We’re continually creating and working on new products; if you have suggestions for us or would like to chat, we’re always looking for new ideas and feedback.  Send text us or send us a note at hello@petalfox.com.