How to Order

To best ensure availability and timely processing, we recommend placing orders at least 10 business days in advance or earlier especially during peak seasons (Sept – Dec and Feb – May). Early ordering gives you priority access to stock and helps us better meet your specific needs. We understand this isn’t always possible, especially if you’ve received an order outside of this time frame, in this case we’ll work with you to meet your desired outcome as closely as possible.

Our online order form is designed to help you itemise and provide specific details to order with us. We want to make sure ordering with Profresh is as smooth and efficient as possible, here’s a few helpful tips on how to submit a detailed order. For the best results, it’s important that orders include specific flower names, quantities, and colours. Clear itemisation helps us understand exactly what you’re looking for and allows us to fulfil your order accurately. As a reminder, it’s the business owner’s responsibility to research the items they’d like to order and to provide these details in full.

While photos can be helpful for reference, we do require a detailed written description of your order to ensure accuracy. Please provide a list with variety names, colours, and quantities to accompany any images.

During peak flower holidays, we’ll release specific order forms along with a catalogue that includes estimated pricing, product availability, and bulk order specials* on select products. We’ll also provide our initial order cut-off dates and guidance on ordering beyond these deadlines. To best meet your needs, we strongly encourage placing orders within the advised time frames. Orders received after the final cut-off may be directed to shop directly from our Showroom, as pre-order services may reach capacity. For events like Valentine’s Day and Mother’s Day, it’s especially important to place orders on time as we’re competing in a global market with high demand. *bulk order specials may not always be available

Our team will review your order and get back to you within 2 business days (or up to 3 business days during peak periods) with any notes on product availability and substitution recommendations if needed. From there, our sales team will schedule your order and provide you with essential information, including a mood board, a copy of the sales order, and a final date for any order amendments. If we require further clarification, we’ll hold off on processing your order until we receive the necessary details to proceed smoothly.

Yes, you will receive an automated order confirmation at the beginning of the week when your order is scheduled. This confirmation will include key details about what has been supplied, any substitutions made, items that are unavailable, and any products we’re still expecting to arrive (often local products are confirmed later in the week).

There are several reasons an item may not have been supplied. It could be due to limited availability at the farm that week, the end of the season, or weather impacts affecting crop yields. In cases where high demand exceeds supply, farms may have limited stock available, and we allocate these items based on the order placement date—priority goes to those who ordered earliest. If an item cannot be fulfilled, we do our best to communicate alternative options where possible.

Our team will provide any substitution recommendations at the time of order placement, based on product availability, shipment schedules, and seasonality. This helps us source the best possible options to meet your needs. In some cases, we may ask for your approval on substitutions before proceeding with your order. Substitutions may also be made at the time of fulfilment, depending on our incoming stock and supplier availability. These substitutions could range from a simple stem length adjustment to a similar product swap, e.g, swap a white rose for another, similar white rose. You’ll receive an order confirmation at the start of your scheduled week with itemised details, including any substitutions and relevant notes from our suppliers. If there are significant shortfalls in your order, a member of our sales team will reach out on Monday at the start of your order week to discuss substitute options from our available stock. You’re also welcome to make additional selections from our showroom when you collect your order.

General Cancellations Cancellations may incur a fee of 75% of the sale price of the cancelled goods if it is no longer possible for Profresh to adjust orders with our suppliers. Please refer to the cancellation date noted in your initial order response email. If we can cancel products from our suppliers, this fee may be waived at Profresh’s discretion. Same-Day Cancellations Orders cancelled on the day of collection may be subject to a cancellation fee, at management’s discretion. No cancellation fee will be charged for items substituted on your behalf that do not meet your requirements. In most cases, you’re welcome to swap or make additions with items available in our Showroom to help meet your needs. Specialty Items Specialty items, such as tinted roses, David Austin rose varieties, and imports from Japan or Holland, must be cancelled at least 14 days prior to collection. Late cancellations for these items will incur a cancellation fee. Our cancellation policy covers the costs of goods, labour, and administrative time associated with processing your order. We recommend that you include our cancellation terms and conditions in your client contracts to protect your business from potential costs.

We’re happy to accommodate order changes if they’re requested by the cut-off date provided in your initial order response email, subject to seasonality and availability. For any modifications, please reply within the same email thread with your requested changes. Changes made after the cut-off date may be limited by stock availability and order capacity.

We offer both delivery and in-store pickup for your convenience. Delivery is available for floral trade customers in select areas and can be arranged at the time of order placement. If you choose pickup, your order will be ready at our showroom at the specified time and date.

Payment for orders are required at the time of collection and before delivery. We accept Visa and Mastercard payments, cash and in most cases payments can be made over the phone prior to your delivery (card payments over the phone may incur a 1.75% surcharge fee) if opting to use SecurePay.

While we do our best to ensure timely deliveries, occasional delays can happen due to factors outside our control, such as freight or supply chain issues. If your shipment is delayed, we’ll contact you directly to provide updates and work with you to find the best solution.