Policies
We always work on improving our product’s quality, therefore, your feedback is essential to us.
Flower quality problems
Flower quality problems
In case of any quality problem related to our flowers, please send your report down all the logistics chain (agency, broker, truck company) and to us via our e-mails:
- Hebert Varela: hebert.varela@andeanbouquet.com
- María Álvarez: malvarez@andeanbouquet.com
This report must be sent no more than 2 days after customers receive the product and shall be accompanied by pictures of the damaged flower boxes with AWB label on them and a note with the number of stems affected.
After all the information is sent, we will contact all related parties to determine responsibilities.
Fumigation
PHYTOSANITARY VALIDATION
- The broker initially receives an emergency action notification from PPQ, which means a temporary hold of the flower until specialists make a final identification of the organism found to determine if it requires a quarantine action (destruction, fumigation or re-exportation).
- This notification is not enough to take an action.
The only authority to order an action resides with the specialists. If the broker orders fumigation before being certain that it is mandatory, the flower could be unnecessarily fumigated.
- You, the customer, have to ask your broker for the PPQ form which must have:
- Scientific name (Latin name) of the quarantine intercepted organism. This information can be obtained by the broker by calling to CBP (pest identification).
- A seal saying “Treated and released” with date, time, name and ID of the specialist who treated the flower.
In case of a shipment hold by PPQ, we will only be responsible for the fumigation payment if all PPQ documents are sent with the signature of the USDA entomologist certifying that the fumigation was done due to a quarantine plague.
Please note: No fumigation invoices will be assumed by us if the broker orders to fumigate just for a fast release of the flower with no documentary support.