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Frequently Asked Questions And Answers



General Enquiry
Order & Payment
Delivery & Shipping
Security & Privacy
Customer Service


General Enquiry

1. Can I input the address in Chinese?

Yes. We are local Chinese company! You can input chinese address, chinese greeting message, ...


2. I don't know the recipient's address, Can I order?

Yes. If you have the recipient's phone number, then we can call and get the address.

If you have a scaned image of recipient's name card or address information in Chinese, then just place order and send the image to our email.

If you have only recipient's email address, then just place order and write to us "send email to get address".

Just let our customer service(by
online chat, email, phone call, or fax) know what information you have, and let us do the rest for you.


3. Can you interpret my greeting message to Chinese?

Yes. Just let us know.


4. Can I hide my name and billing information to recipient? Hide the price?

Yes. We always hide your billing information. You can choose to hide your name and/or hide the price while checking out.


5. Do you guarantee to deliver at my request date?

Yes. We will contact you ahead of time and you can cancel your order if we can not deliver at request date.


6. Can I select a specific delivery time?

Yes. Click here to see delivery time options and conditions.


7. Do you have greeting card sent with flowers?

Yes. We have free greeting card with every order. Let us know your greeting message while check-out.


8. Is the gift delivered is the same as the picture shown?

Yes. What you see is what recipients get. We do not charge extra for the beautiful wrapping in the picture. However, the fillers and/or wrapping materials may be slightly different upon availability. Different flora artists may also have different understandings to a design.

Occasionally some type of flowers or other items may not be available in some areas. In this case we will substitute with equal or greater value. If the major type of flowers or food items are not available, then we will contact you first.

Click Substitution Policy to see detail, or contact customer service if you have any questions and/or concerns.



9. Do you send to this address?

We deliver to all cities in mainland China and most county and towns. Click Service Area to see a list of our service areas. If the city or town is not in the list or you are not sure, then you can place order online but do not pay it. Then ur customer service will inform you within 1 business hour whether we can do it, is there any extra charge, and how to pay it.

Sure you can contact our customer service any time.


10. Will you contact me if there is some problems about my order?

Yes. We will send an email to you and leave the message in your order. We will call you if we do not get your reply in a timely manner.


11. Can I make changes to the items on the website?

Yes. You can change flower color, flower type, or items in a basket, etc. Just write your requests/instructions while check-out. We will do our best to make changes as you wish whenever possible based on the equal value principle.


12. Can I customize the item in your website?

Yes. You can choose a similar product to order and write down what changes you want.
Alternatively, customize a bouquet or flower/gift basket by clicking Customize in the main menu: choose the number and type of flowers, fruits, gourmet, and wrapping. We will do as you required whenever possible.
If you do not know what to send, then just live chat with our flora specialist!


13. Is there any extra cost, such delivery charge, service charge, and tax, except the product price?

Yes. We will send an email to you and leave the message in your order. We will call you if it is urgent or we do not get your reply in a timely manner.


Order & Payment

14. I only have Chinese address, but I can not type chinese. How to place the order?

Just copy and paste the Chinese address to the address box in the form. If You can do it, then just input "recipient's address will send in email" to the address box, and then send email to service@annieflower.com with the Chinese address and your order ID.


15. I have the recipient address, but I do not know what is the city, province, postal code. How to place the order?

Just write everything of the recipient address to the address box, write "unknown" in the postal code box, and ignore all others.


16. How long should I order in advance?

You can order as long as 30 days in advance if you like, though we do same day flower delivery.

We provide same day fresh flower delivery service to all cities by our local florists. Cut-off: 3:00pm.

Cut-off time may be early if delivery to remote town or rural areas.

We strongly recommend you order as early as possible at peak seasons like St. Valentine's Day, Mother's Day, Chinese Valentine's Day and Christmas. This will save your money for sure and guarantee on time delivery.

We may stop to accept orders up to 2 days before the delivery date without notice at these seasons.

Cakes and plants need to order at least 24 hours in advance. Please refer to the detail of these products.

Balloons, mooncakes, and personalized gifts need to ship to recipient's place from Beijing. This may need 5-10 days or even longer time. Please refer to product descriptions.


17. How to place an order?

a) Click the category link to find the product you like.

b) Click the product image to see big image, product detail, etc

c) Click "Add to Cart" button to add this product to your shopping cart

d) If you do not want more products, then just Click "Check Out" to check out and system will lead you to the ordering system. If you wish to add more products, then just go to a)

e) At any time you can Click "Shopping Cart" link in the top of webpages and then click "Proceed to check out" button in the bottom to check out

f) If you do have an account, then login at the check-out sign in page. If you do NOT have an account, then just fill in the form and your account will be created after you input address information

Use Your Address Book
Once you place an order, then all recipient's information automatically goes to your address book. Sure you can add or update your address book online any time. Once your address book has recipient's information, then you can select a recipient's address and have the information automatically filled into the order form. If the recipient is not listed, then just fill in the form and it is in the address book after you go to next step of check-out.


Input options, greeting message, and delivery instruction(optional)
After click "Continue to Check Out" button, the system will lead you to the page that you can choose occasion and other options, input greeting message(we have free greeting card), and delivery instructions. Order Confirmation and Modification
After click "Place Order" button, system will record all your order information and send you an confirmation email.

The confirmation email has just the basic information: recipient name, address, delivery date and greeting message. Please go to your order detail page in the website to see order details, tracking order status, and send us new information or corrections: Click "My Account" in the top of webpages, then Clike the Order ID link to see the order detail.

Order Payment
Sure you can pay it right after you place an order, or choose to pay later time if you have any further questions. To pay an order later time, just Click "My Account" in the top of webpages and then you will see your order and the payment link that lead you to the secure payment engine


18. How could I know you received my order correctly?

After you placed an order, we send you a confirmation email right away. The confirmation email has just the basic information: recipient name, address, delivery date and greeting message. Please go to your order detail page in the website to see order details, tracking order status, and send us new information or corrections: Click "My Account" in the top of webpages, then Clike the Order ID link to see the order detail.


19. I did NOT receive any order confirmation email, why?

You may miss important information about your order. Login to the website, click "My Account" in the top of webpages, and then click your order link to check order status first.

Then please do the following to find out what is wrong with your email:

First of all, check your junk mail folder. Sometimes your mial filter may send our mails there.

Secondly, add our email account to the white list of all your junk mail filter. The email account that we use to send order related information is: service@annieflower.biz, service@annieflower.com

Lastly, consult your email service provider.


20. The website stops while I try to pay online, what should I do?

If you have already input your credit card information to our payment engine, then DO NOT TRY to avoid possible duplicate payment. If the payment attemp does not go through, our customer service will write a message to you at business hour. DO NOT WORRY. Sure we will write to you early enough to guarantee on time delivery.

Leave us a message in the order detail page or contact online customer service if you have any concerns.


21. Payment attemp failed. What to do?

Don't worry. Credit card is declined or Internet problem, first payment attemp failed. Do NOT need to place a new order! Just login to your account, and you will find where your order is and find the payment link which you can try. If your another attemp failed again, then just write to us or just wait - we will contact you by leaving message and sending email within 1 business hour(7:00AM - 22:30PM Mon-Fri).


22. What payment method do you accept?

We accept Credit card payment online: VISA, MASTERCARD, AMERICAN EXPRESS, JCB credit card.
We also accept Paypal payment and Interac Email Transfer(if you have bank account in Canada).
payment method details


23. My credit card is in other currencies than USD, can I use it?

Yes. Your bank would made currency exchange for you at its rate.


24. I have paid successfully, why does the website also suggest "Make Payment"?

Do not worry. Sometimes does not "confirm order" with our website instantly. Our customer service will NOT miss any payment received and it just take a little time for our team to process your order.


Delivery & Shipping

Click
Delivery Policy to find all answers for the following questions.

25. Do you deliver at Sunday and public holiday?
26. Do you deliver early morning or late evening?
27. Is there any delivery charge?
28. Do you call the receiver before delivery?
29. Can do you take a picture of recipient and the gift and then send it to me?
30. What do you do if there is a delivery problem?


31. How could I know you delivered my order?

We will mark in our website and send you an email if we delivered your order. However, the time that we send the email does not mean we delivered your order at that time. We may delivered your order in morning and mark the website / send you an email in afternoon because informing a successful delivery is second to delivering other orders.


32. I request delivery in the morning, why did you not deliver until now?

Firstly, the time that we send the email does not mean we delivered your order at that time. We may delivered your order in morning and mark the website / send you an email in afternoon because informing a successful delivery is second to delivering other orders.

Secondly, check the processing message and other messages in your order detail page. Probably we have informed you why your request is not guaranteed.

Last of all, contact our customer service.


Security & Privacy

33. Is it secure to use credit card in this site?

YES. Credit card transactions are processed by established third-party online payment engine-CAPINFO Payment Engine(CAPINFO), a big government owned company. We can not access your credit card information. CAPINFO securely transmitted your payment details to the Bank for transaction authorisation using 128 bit SSL encryption. CAPINFO does NOT keep any information about your credit card either.


34. Can you tell me what is the address after you deliver my order?
Can you tell me what is the business of the company which the recipient works for?

No, Sorry. We protect privacy for both sender and receiver. Without permition, we will not disclose any personal information to anybody except requested by law.


Click Security and Privacy Policy to view details, or contact customer service if you have any questions and/or concerns.


Customer Service

35. Will you contact me if there is some problems about my order?

Yes. We will send an email to let you know and leave the message in the website at the same time. If you want to reply us, please do NOT reply the email but login the website and send a message back or call us.


36. Can I change delivery date and/or address after I placed an order?

Yes as long as we have not delivered your order. You can tell us your preference or whatever you want by sending messages to us through order detail pages. We will do our best to make changes that you request.

Please inform us any changes you want at least one day in advance in peak seasons like Valentine's Day, Mother's Day, and Christmas. And we keep the right to decline your request once the order is released to the local florist at peak seasons.


37. Can I cancel my order?

Yes as long as we have not delivered your order. However, Please inform us the cancellation at least one day in advance in peak seasons like Valentine's Day, Mother's Day, and Christmas. And we keep the right to decline your request once the order is released to the local florist at peak seasons.


38. Is it the same to order without an account? How to create a new account?

Yes. It term of orderting it is exactly same whether you hane an account or not. Actually system will create a new account for you after you input your information during the check-out.

However, if you have an account, then you can receive free holiday reminders and your personal reminders so that you won't miss any important gift-giving occasions. Occassionally you will also receive our coupons by your email. We also has a free online photo album for all our customers who has an account. Click
Create A New Account


39. I forgot my password. What should I do?

Click Get Password to retrieve your password.


40. How to unsubscribe from mailing list?

Click Unsubscribe, input your email and click "Unsubscribe" buttom


41. I want to change my email account. How to do that?

Your email account is you account ID in our website. Therefore you can not change it by yourself. Contact us and our customer service is more than happy to help you on this.


42. I want to delete my orders before, how to do that?

Just let our customer service know, We can help!


43. How to redeem my reward points?

click here to see what reward we have and how to redeem.


44. Not find answers to your questions?

Email us in the following or Contact Annieflower




  Reviews or Comments Wish Tree >>
Philip: Can you call to get the address?2009/4/20 8:07:00
I only know she is in Nanjing city. Can you call to get the detail address and deliver?
Annieflower Reply: Yes2009/4/20 11:04:00
We can call to get the delivery address.
69 found this helpful. 22 found this NOT helpful.   Was it helpful to you? 
 
Philip: 2009/4/20 8:28:00
I am a loyalty customer and use your service to send flowers to Beijing before. My wife loves your flower very much. This time I want to send flowers to my Mother in Law in Nanjing and do not want my wife know it so I can not ask her the address. Can you help?
Annieflower Reply: Yes2009/4/20 11:05:00
Kindly please tell us recipient's phone number. We can call her to get the delivery address.
17 found this helpful. 7 found this NOT helpful.   Was it helpful to you? 
 
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