Floral Professional

How can I ensure I receive my products by my chosen delivery date?
You can view available delivery dates and order deadlines on the product detail page of the product you are planning on purchasing. Products will be delivered within 3-5 business days, and the dates available for delivery will appear on the product detail page.   PLEASE NOTE: For your order to be received, processed, and delivered to the airport on the same day, your order must be submitted prior to 9am EST. For example, if you would like your shipment to arrive on Wednesday for products being shipped from Bogota, you will need to have your order submitted by 9am EST on Monday of the same week in order to meet the delivery deadline to the airport. In the same example, orders received after 9am EST will not ship until Tuesday with a delivery day of Thursday.
Can I speak directly with the farm about my order?
BelaStem is a fully supported marketplace and part of our service is to work with the farms to provide their best products, timely responses, efficient packaging and logistics. Our customer service people are happy to help answer any questions you may have. We encourage BelaStem customers to leave reviews and ratings for the products and farms that they enjoy!
How do I know my payment is secure?
BelaStem is built with the highest online security standards. We do not store your credit card data on our servers and use reputable credit card processors to process your transaction.
I am having trouble registering, what do I do?
If you are having trouble registering on Belastem.com, please contact our customer support team at [email protected] or call our toll free number, 1-833-512-1527.
Can I speak to someone about my order?
Yes. You can contact our customer support staff at [email protected] or call our toll free number, 1-833-512-1527.
Can I get a refund or credit if I am not happy with the product I received?
Once you have filed a claim or dispute with our customer service team, we will review the claim and take appropriate action, including issuing a credit or refund if it is found that the farm or shipper is responsible for the issues related to the disputed product.
What if my product arrives damaged or is not what I ordered?
If your order is not consistent with your enclosed purchase order and/or there is physical damage to the box and contents, please contact [email protected] or call our toll free number, 1-833-512-1527. Please note per our Terms of Use, that all claims and disputes must be filed WITHIN 48 HOURS of receiving your product. Unfortunately, BelaStem cannot process claim or refund appeals after 48 hours of your receipt of the delivery. The email must include the order number, photos showing the box and shipping label the flowers arrived in as well as a photo of the flower(s) that are the subject of the claim.
Can I change or cancel an order after I have submitted it through BelaStem?
Once you submit your order, the farm has several hours to fulfill the order. Once the farm has accepted and fulfilled your order (they have packed and shipped) we cannot change or cancel your order. If you contact our customer support team prior to the order being fulfilled, we will do our best to try and modify your order, but we cannot guarantee that we will be able to do so. Please carefully review your order type, amount, delivery date and other details before submitting your order. 
Can the farm cancel my order or not fulfill it?
BelaStem is a marketplace intended for flower farms to create a storefront and be able to sell their products directly to floral professionals. We work with farms to encourage them to upload accurate product descriptions and corresponding weekly availability. You will eventually be able to see a farm’s fulfillment ratings on their storefront and product details page. However, we cannot guarantee that a farm will have availability of your product. If the farm does not currently have availability of the product that you have ordered, they will need to inform the buyer within two hours of the daily fulfillment deadline that they do not have current inventory for the product that you want. If this is the case, the farm will reject the order and you will receive an email that the farm is not currently able to fulfill your order.
How do I know the farm has received my order?
Once you have placed your order on BelaStem, you will receive an email confirmation that the farm has received your order. The farm will then review the order, double check their current availability and accept your order. Once the farm has accepted your order, you will receive an additional confirmation email that the farm is currently processing your order and preparing to ship.
Can I order products for a future event?
Yes. BelaStem farms will allow for orders up to five weeks in advance. 
Who can sign up to purchase products on BelaStem?
Belastem is created for all floral professionals who have a need to purchase bulk flowers or wholesale quantities of flowers. Florists, wedding planners, event planners, hotels, restaurants, funeral homes are encouraged to create an account!
What is the earliest BelaStem can deliver my order?
Our delivery times are based on the location of the farm where you ordered the products, the time of day you ordered products and if that order has met the daily deadline for the farm to ensure delivery to UPS. Generally, orders will be delivered in 3-5 business days. Some orders can be delivered in 48 hours. BelaStem currently cannot provide orders that require a faster delivery time.
Can you offer me terms or credit?
Currently, no. BelaStem is developing a premium product that will enable customers who buy with a certain frequency and volume to receive special discounts and benefits.
Can I pay with a check?
No. Belastem currently only supports payment by credit card, debit card, Venmo or Paypal.
Can I receive an order at my personal residence?
Belastem is a B2B marketplace and shipping rates have been negotiated for delivery to a business address. If you require delivery to a residential address, UPS will charge a $4 fee which will be additional to your total product and delivery cost.
Can I ship to another address other than my credit card billing address?
Yes. When you check out, be sure to check addresses for delivery and for billing. If they are separate, please indicate the delivery address is different from the billing address.
How do I track my packages once I have completed my purchase?
Once your order is placed, you will receive a confirmation from BelaStem that your order has been accepted and fulfilled by the farm. The farm then transports your flowers to the appropriate UPS facility for export. Once your order is received by UPS you will receive a tracking number that you can follow through their website indicating where the package is and estimated delivery date and time.
How long will it take to receive my flowers once I have placed my order?
Depending on the location of the farm fulfilling your order and what time of day you order, you can plan on receiving your flowers in 3-5 days. Please see Terms of Use, Shipping for details on order cut offs times and dates. Daily order deadlines will appear on the product page once you are ordering. PLEASE NOTE: We will do everything we can to ensure a timely delivery, but please plan out 24 hours for your delivery as we are dependent on UPS/FEDEX and they reserve the right to have a 24 hour window of the stated delivery date. Please see Terms of Use, Timing Your Order for details. 
Are shipping costs included in your pricing?
Yes! Our pricing for products from South America are all inclusive. Shipping, handling, and delivery are all included in the price per stem price you see on the product details page.
If you have questions, please call our toll free number or email us at [email protected]
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