DirectBloom - Powered by Kennicott - is a leading supplier offering the best products in the floral industry. We recognize all flowers are fragile and perishable goods. We also know that service delays, seasonal weather issues, and other shipping-related events can (and will!) happen. 

If an issue arises, we have outlined a process for you to follow:

Step 1: Review and Inspect Your Order

As soon as your order arrives, review each box in detail.

Step 2: Take Clear Photos 

To consider your claim, we’ll need photos to visually confirm the issue(s). Please include:

  • Two to three (2-3) clear close-ups of the affected product (per box, if there are multiples).
  • Provide at least one image that shows the entirety of the issue(s), such as picture(s) of all the affected bunched in a group shot. If there are multiple boxes, then panoramic shots of each box's contents may be necessary.
  • Photos of the box label for each affected box.
  • Any other photos or documentation that help explain the issue.

Step 3: Report Any Issues Within 24 Hours

Freight Shipping

We will work with each customer to determine the best shipping carrier options for your company. However, we are not responsible for the performance of the freight company.

As your preferred floral wholesaler, we will work with you to minimize problems and losses as part of a successful, long-term relationship. If a box is damaged in transit – it is a carrier issue, and you must sign damaged upon pickup or delivery to receive credit.

For customers who ship via their preferred carrier, Contact Us directly to submit a claim. 

FedEx Shipping

For all customers who select FedEx shipping as their shipping method, we offer Route Package Protection. 

All sales are final. For customers who opt-out of Route Package Protection, we are unable to provide any refunds for delivery-related delays and damages included, not limited to: package loss, damage, shipping delay, or theft.

When you add Route Package Protection to your order, the Route Team will reimburse any items that have been lost, stolen, or arrive in poor quality. This includes items with quality issues caused by carrier and other transit-related delays. Customers who purchase Route Package Protection at checkout will receive the easiest and highest level of claim acceptance for the reasons listed above and the quickest service time to resolution.

Please note: all fees paid by the customer for Route Package Protection are paid to Route directly. DirectBloom does not keep any portion of the payment made for this service or profit from the price of the Route Package Protection purchase in any way.

For more information about Route Package Protection, please click here.

You can report an issue with your DirectBloom order to Route:

  1. directly through their mobile app (iOS or Android);
  2. through the email you receive from Route after placing your order;
  3. or by going to claims.route.com.

The Route team is ready to assist you with any questions you may have. Please note: you will be required to provide adequate photo evidence of the issue you’re submitting a claim for. Without photos or other supporting information, your claim may be denied. Take a picture of the damaged flowers upon delivery using your smartphone or digital camera and submit to the Route Team when requested.

Please note, DirectBloom has the right to refuse a refund at our discretion. 

We do not accept returns under any circumstances.