It is always our goal to ship top-quality Ecuadorian products to our clients, however, we know on occasion problems may occur. Due to COVID-19 plus customs delays and freight delays, Bellevue Roses won´t accept any credits due to DELAYS. We work hard to send the roses on time and in perfect condition, however, these problems are not on our hands. 

We encourage our clients to always plan ahead and place the orders within a time window in case a delay may occur.

Please speak with your sales rep regarding your claim within 48 hours of receipt of the product, or your claim will not be accepted.

To process your claim please share with us, via email, phone or message the following information:

      • Business name
      • Invoice number and date or Online order in the case.
      • Product information detailed: variety name, stem count & length
      • Reason for claim (with explanation) please be specific; not just “bad”- mold, brown, botrytis, or smashed.
      • Full credit amount of claim.
      • Minimum of 3 photographs of the product. These must demonstrate the problem and the number of stems impacted,
        with a close-up of the products and a larger and clear view.
      • Boxes labels photographs.

Process time:
All refunds are checked and approved within at least 24-48 hours after receipt. Your claims are registered and processed along with others,
please expect this time frame to have a notification from Accounting Department.

*Always send your claim to your sales rep with a copy to

Bellevue Roses is not responsible for problems during shipping from our farm to your door, including late deliveries caused by weather or acts of God.


Stock Issues:
Due to weather conditions, problems may occur. If this happens, we will contact you ASAP to check on replacements or do the refund in case.
If a refund needs to be issued, please expect it within 3-5 business days to the same payment source.


Important information:

      • All refunds will be sent back to your original payment method
      • Online order cancellations are subject to a fee of 5% of the total order amount due to credit card fees and transaction costs. We will refund the amount you paid minus the 5% cancellation processing fee.
      • Ask for your refund  48 hours after roses have arrived at your door, with proper photographic endorsements (as claim policy shows).
      • Duplicated orders with stripe method: It will be processed within 3 business days to the same payment source

Thank you,

Bellevue Roses Team