FAQs

 

Orders 

How do I order?

Purchase bouquet credits online. You can buy credit bundles between 1 - 100 and save up to 25% on each bouquet. The first time you checkout, we’ll send you a quick mobile link.

Redeeming and managing your credits takes place over text message. Be sure to include your mobile number at checkout.

Orders can be placed by texting us “get” or “gift”. We keep your payment and address book in a secure online wallet to make bloom buying friction free.

 

How do I manage my credits?

Each week we’ll send you a quick text with a little moodboard of what we’re shipping for the following week. Then it’s up to you to let us know if you’d like to get or gift the bouquet.

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


What is the deadline to confirm my order to make sure I receive my Petalfox Flowers the following week?

Orders will ship once per week on Mondays. Orders received by 11:59pm PST on the previous Sunday will be sent on 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 use more than one credit 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.

Shipping 

How do your products ship?

Orders will ship once per 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 to a box, so if you order more than 2 bouquets you may receive multiple boxes.

  • Arizona: next day service

  • California: next day service

  • Idaho: two day service

  • Nevada: next day service

  • New Mexico: two day service

  • Oregon: two day service

  • Utah: next day or two day service (dependent upon zip code)

  • Washington: two day service 

How do I track my Petalfox Flowers?

Once your Petalfox bouquet ships, we’ll send you confirmation text. If you would like to track your bouquet, please text us back with the keyword: TRACK.  

 

When will my Petalfox bouquet arrive?

Orders will ship once per 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 to a box, so if you order more than 2 bouquets you may receive multiple boxes.

  • Arizona: next day service

  • California: next day service

  • Idaho: two day service

  • Nevada: next day service

  • New Mexico: two day service

  • Oregon: two day service

  • Utah: next day or two day service (dependent upon zip code)

  • Washington: two day service

     

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 PST 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, Idaho, Montana, Nevada, New Mexico, Oregon, Utah, Washington and Wyoming.  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.

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 credits to get the weekly text with what’s shipping?

You don’t need to purchase credits 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 purchase credits for the first time?

You can visit this link to purchase credits for the first time.

Orders can be placed by texting us “get” or “gift”. We keep your payment and address book in a secure online wallet to make bloom buying friction free.

Do my credits expire?

Currently credits do not expire.

I previously purchased credits but I used them all, now what?

Just send us a text and let us know you’d like to purchase more! We keep your payment and address book in a secure online wallet to make bloom buying friction free.

Can I manage my credits in another way besides texting?

The only way to manage your credits is via texting.

I accidentally texted STOP but still have credits, what should I do?

If you STOP receiving texts you will not be able to manage your credits. If you accidentally reply STOP and need to get back on the list, please email us at support@petalfox.com.

Here are some key words that you can send us and information we’ll return:

  • GET or 🌷: order flowers

  • GIFT or 🎁: order flowers as a gift

  • #💐: how many credits are in your bank

  • TRACK: tracking information for your last shipment

  • STOP: remove you from our texting list (note - if you STOP receiving texts you will not be able to manage your credits. If you accidentally reply STOP and need to get back on the list, please email us at support@petalfox.com).

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 confirm your order in the system.

If you purchase future credits via text message, we will process your payment immediately after you confirm your purchase request.

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/flowercare 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.

 

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.  

General

What is Petalfox?

Petalfox is a lifestyle brand that begins with flowers.  We craft small moments, made of flowers, that fit perfectly into your lives.  And because time is our most valuable resource, we have created the most convenient way to get & gift flowers over text message.

Want to learn more? Read more About Us or visit our Founders Journal.

 

How are you different from other flower companies?

There are wide variety of floral services provided by local flower shops, grocery stores and online delivery services.  However, while most of the industry is focused on gifting and events, we believe that there is an opportunity to engage in the timeless act of botanical appreciation, every day. 

We cater to personal, everyday spaces.  Petalfox Floral Weekly Collections are perfectly sized for your desk or at home in more intimate spaces like an entry, coffee or bedside table.  Set these flowers among wares in your clothing boutique or coffee shop and regular deliveries ensure that you’ll have fresh flowers for your social media content every week.

 

How does Petalfox work?

Purchase bouquet credits online. You can buy credit bundles between 1 - 100 and save up to 25% on each bouquet. The first time you checkout, we’ll send you a quick mobile link.

Redeeming and managing your credits takes place over text message. Be sure to include your mobile number at checkout.

Orders can be placed by texting us “get” or “gift”. We keep your payment and address book in a secure online wallet to make bloom buying friction free.

 

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.

What comes in a Petalfox bouquet?

Each Petalfox bouquet comes with a hand designed and arranged small moment bouquet that will brighten your home, workspace or wherever you decide to place it.  We curate one arrangement per week. The unique varietals we choose are selected with the hope that we’ll be sharing a flower with you that you might not have seen before. You’ll also receive a packet of flower food and a flower care instructions to help you make your blooms last as long as possible.  

 

I have questions about your Wine & Design events or would like to have you host one for me.

Please email us at design@petalfox.com for any questions about our Wine & Design / Workshop program.  

 

I'd like bring your Pedal Cart to my business or event.

Please email us at design@petalfox.com for any questions about our Pedal Cart program. 

I'm interested in multiple subscriptions for my business, an employee rewards or celebratory program (birthday’s, anniversaries, etc), a larger order to send as gifts, or something else unique and creative.

Please text us or send an email to hello@petalfox.com for any questions or custom orders. 

 

I’m interested in partnering or have another business inquiry for your team.  

We’re always looking to connect and talk about cool new opportunities!  Send us a note with your name, company information and what you want to chat about to design@petalfox.com.

 

I saw your Founders Journal, what’s that all about?

This is where we share our musings on founding and flowers.

I’d love to work with Petalfox, are you hiring?

Visit our careers page here to see open positions.

Not seeing something that fits your skillset? If you’re interested in working for Petalfox, we’d love to hear from you! Please drop us a line at here. Be specific about an opportunity you think we’re missing or an area you can help us grow with your skillz.🤓

I’m having trouble with something and I can’t find the answer here.  

Let us know how we can help!  Send us a text or note at support@petalfox.com.  

Subscriptions

purchased prior to Feb 5, 2019

IMPORTANT NOTE: This information is only for customers with recurring subscriptions / pre-paid packages purchased prior to February 5, 2019.

Do you have a recurring subscription?

Note: This information is only for customers with recurring subscriptions / pre-paid packages purchased prior to February 5, 2019.

With the introduction of our text commerce platform, we are no longer offering new recurring subscriptions or pre-paid (automatically shipped) packages.

I have a recurring subscription / pre-paid package with you, is it still active?

Note: This information is only for customers with recurring subscriptions / pre-paid packages purchased prior to February 5, 2019.

Yes! If you purchased a recurring subscription or pre-paid (automatically shipped) package prior to February 5, 2019 it is still active.

Recurring subscriptions will continue at this time unless you choose to cancel. You will continue to be billed based on the frequency you selected when you purchased your subscription. You can login to your account here to manage your subscription.

Once all of the bouquets that were part of your pre-paid package have shipped, your pre-paid package will expire.

I forgot my password.

Note: This information is only for customers with recurring subscriptions / pre-paid packages purchased prior to February 5, 2019.

You can reset your password on the account login page.  

 

I’d like to skip my weekly delivery?

Note: This information is only for customers with recurring subscriptions / pre-paid packages purchased prior to February 5, 2019.

If you want to cancel your weekly delivery, you can do so in My Account >> Delivery Schedule.  Next to each of the delivery dates is a SKIP button. Any changes to the following week’s shipment must be made by the previous Saturday at 11:59pm PST.  

How do I cancel my weekly delivery?

Note: This information is only for customers with recurring subscriptions / pre-paid packages purchased prior to February 5, 2019.

If you want to cancel your weekly delivery, you can do so in My Account >> Manage Subscriptions.  Next to each of the products you are subscribed to is a cancel button. You would use this if you would like to no longer receive this product.  Any changes to the following week’s shipment must be made by the previous Saturday at 11:59pm PST.  

 

What do I do if I want to cancel my account?

Note: This information is only for customers with recurring subscriptions / pre-paid packages purchased prior to February 5, 2019.

We hate to see you go, but we can assist in cancelling your account.  Send a quick note to support@petalfox.com with the name and email address for your account and let us know how we can help.

My card was declined, what should I do?

If you’re having trouble, first check with your bank to make sure your card is active.  If you’re still having trouble, please reach out to our team via email at support@petalfox.com so we can assist.   

 

When will I be billed?

We will process your payment after you confirm your order in the system.  You will be charged for future orders on the corresponding Sunday based on your delivery frequency.  Please visit our Terms & Conditions for additional information.