Skip to Main Content

FAQ

CARE INSTRUCTIONS
Eternal Roses will last a year or more if cared for properly. Follow these simple steps to ensure your roses remain beautiful.
Do not place Roses under direct sunlight or humid places; Exposure to either may shorten lifespan.
Recommended storage temperature: 18-24 °C or 64-72 °F.
Do not water your Roses; Water will damage the Roses immediately.
Do not remove the Roses out of the box; Roses are secured in place.
If dusting is required, gently use a duster.
Do not eat! Roses are not edible.
Keep away from open flames.
Do not remove the florals from the box or vase, they are secure and happy there.
Do not allow florals to have direct contact with light-colored fabric or surfaces, as staining may occur.
Be mindful when carrying the arrangement; it's a very delicate product.
We strongly suggest you follow the RAW Rose care guidelines in order to preserve the lifespan of our products.

CAN I REMOVE THE ROSES FROM THE DISPLAY?
The roses should not be removed from the display. The roses are intended to be stored in their display as this will prolong the lifespan of the roses. Removing the roses will compromise the rose life expectancy and cause damage.

WHAT HAPPENS TO MY RAW ETERNAL ROSE AFTER ONE YEAR?
Your RAW Eternal Rose will still look beautiful after one year! The roses will begin to wilt just like standard roses.
Please be mindful that even though these roses may last a year or more, these are real roses and slight wilting, discolouration and colour bleeding may occur at any time due to various environmental factors. we cannot guarantee individual results.
Many of our customers keep their roses for 2-3 years!
Enjoy your Roses

HOW FAR DO YOU SHIP?
We ship across Canada, the USA, and worldwide! Our arrangements are packaged securely and ship in excellent condition.
What are your hours of operation?
We accept orders 24/7/365 through our website. We offer customer service Monday through Sunday 10:00AM to 4:00pm excluding holidays. Please see our contact us page for our most current hours.

Can I pickup my order in person?
Sorry, we do not offer a pickup option. If you live nearby, you can expect your order to arrive in a day or two, even with our ground shipping options.

RETURN POLICY

Returns:
In line with industry practices, unfortunately, our arrangements of eternity roses are not eligible for returns. Our eternal roses are 100% real flowers and are classed as perishables, meaning that we cannot accept returns, refunds or exchanges.
Please also note that your order cannot be canceled, modified or exchanged in any way once the order has been placed.
To ensure accurate information, customers are advised to review all details on the final checkout screen before placing their order. If any modifications are needed, the customer should contact us within one hour of placing the order.
We reserve the right to Cancel or Modify orders based on availability of products.
Return policy on candles and cards: we do accept returns within 14 days of delivery as long as the items have not been removed from their original packaging. There will be a 15% restocking fee & shipping is not to be refunded.
If you receive the product damaged due to shipping, please take pictures of the shipping box, the product packaging and the product within 24 hours of receiving the product. Please send all pictures with your order number [email protected] and we will look into your request. Contact us by Phone: or by Email:
Our FAQ covers a wide range of topics and provides detailed answers to many common questions. If you can't find what you're looking for, please don't hesitate to reach out to us. We're always here to help.

Shipping

RAW Roses delivers to Canada, USA, as well as Worldwide. Handling time from the time the order is received is 24-48 business hours. Please order in advance to ensure prompt delivery as the delivery time will vary depending on the geolocation of a recipient.
All prices are subject to shipping and handling costs. Shipping and handling costs are calculated based on a recipient’s location at time of check out. Please note that undelivered products will be returned back to RAW Roses. Subsequent delivery attempts may result in additional delivery charges.

Additional Information & Fraud Verification
Some orders may require additional processing time in the case of order or identity verification. Since we use a Third-Party Verification system, we have to wait until clearance is received before dispatching an order that has been flagged. Our team will notify the customer by email for any orders that are flagged in our system.

SHIPPING FEES AND TIMES
Shipping options, times, and fees are estimated during the checkout process once you enter your shipping address
All shipping charges are final and non refundable
Customs Fees, Import Taxes, Duties & Other Fees Are Not Included
International orders may be subject to customs fees, import taxes, duties, or other fees imposed by your government. RAW Roses does not charge these fees, and in most cases we have no advance knowledge of or control over the amount of the fees. All such fees are the responsibility of the purchaser and are not included in the shipping charges quoted to you during your purchase, either online or via telephone. Please contact your customs office for information about additional fees that may apply. If you refuse delivery of a package, you will be responsible for the return shipping costs, as well as any outstanding duties, fees, tariffs or taxes.

Can You Deliver on a Specific Date?
In short, we will make our best effort, but we cannot absolutely guarantee delivery on a specific date.
If you would like to coordinate a specific delivery date, please leave a special request note at checkout with the date you want your package to arrive.
Please keep in mind that we utilize third party shipping carriers and do not operate our own delivery network, to deliver our orders. Carrier delays (or early deliveries) are always a possibility and no one can absolutely guarantee an exact delivery date.
We recommend that you leave a buffer of a day or two to make sure your order will arrive when you need it and if your order is time sensitive please leave a note at checkout with the target delivery date. If you provide a target date that falls on a Saturday or Sunday your delivery date will be adjusted to have it delivered on the Friday prior to the weekend.

*Delivery Date Guarantee:
In light of the COVID-19 pandemic, all carriers have suspended service guarantees until further notice. The information below will only apply when service guarantees are reinstated.
Please keep in mind that neither we nor our shipping carriers can offer an absolute guarantee that a package will arrive on a specific date. Delays, mistakes, and other unexpected things can happen.
Can I change the address once shipped? Address Changes, Redirects & Intercepts:
we are not able to update shipping addresses once your order is processed and shipped.

Fraud Prevention
Occasionally an order may be held by our fraud prevention team for further review. You will receive an email notification if this is the case. Please follow the instructions provided and send the required document(s ) to.We apologize for any inconvenience this may cause. Customer privacy and security as a top priority for us

Do you ship internationally? International Shipments:
We offer shipping throughout the world! With that in mind, most international orders may take additional processing time for order or identity verification for orders that have been flagged. If there are complications with your order, then our team will reach out to you. We offer multiple shipping options at checkout for your convenience.