FAQ

General

Where is Flower HQ located?

Flower HQ - Sydney
Stands 57 to 64,
Flemington Markets
NSW 2140

Flower HQ - Canberra
9 Tantalum Street
Beard
ACT  2620

Flower HQ - Newcastle
11 Guernsey Avenue 
Cnr Guernsey Street and Jersey Avenue
Sandgate
NSW 2304

Placing an Order

Who do you sell wholesale flowers to?

We are a wholesale flower grower and supplier dedicated to providing flowers, foliage, plants and florist sundries to trade only. You will be required to provide an ABN showing you are a bone fide florist or flower reseller to make a purchase from Flower HQ.

How do I place an order with Flower HQ?

To place an order, you will need to apply for membership to Flower HQ, once approved (usually takes 1-2 business days) your membership and login details will be supplied for you to begin business with us. Orders may be placed online via our website (Sydney Flower HQ only), via email actorders@flowerhq.com.au (Canberra Flower HQ) and ncorders@flowerhq.com.au (Newcastle Flower HQ), by phone, or in person at a Flower HQ wholesale flower market.

Why do I need to apply for wholesale membership to Flower HQ before I can order wholesale flowers online or over the phone?

We only sell to trade so you will be required to provide a current ABN number for verification purposes before ordering wholesale flowers from Flower HQ.

To order wholesale flowers from Flower HQ, apply now. Please note that it can take up 2 business days to activate your membership.

What are the benefits of being a member?

The ability to log into Flower HQ online which allows you to save/change your billing details, delivery information and re-occurring orders of our fresh cut wholesale flowers.

You will also be able to view previous orders.

Access to view our most up-to-date list of wholesale flowers, foliage and plants, current prices.

We will keep you informed of “Special Offers” upcoming new flower varieties and seasonal availability.

I have Flower HQ access but can’t remember my ID number or password, what should I do?

Simply go to our login page, click ‘reset password’ and follow the instructions to change your password. If you require your Flower HQ customer ID number simply call us on 1800 826 826 and we will happily assist you.

How do I place a special order with Flower HQ?

To place a “Special” Order you can either;

Call customer care on 1800 826 826 weekdays 7am-1pm and Saturdays 4am-10am Contact your personal Flower HQ Sales team member directly or you may prefer to Email us on customercare@flowerhq.com.au (Sydney Flower HQ) , actorders@flowerhq.com.au (Canberra Flower HQ) and ncorders@flowerhq.com.au

What is the order cut-off time?

Orders for pickup and next day delivery to Sydney metro, need to be placed by no later than 5.30 pm the day before they are required.

Do you deliver and where do you deliver to?

Yes, we currently deliver to the following areas:

Selected Sydney metropolitan areas Monday- Friday
Northern NSW (Gosford - Singleton) 3 days/week (Monday, Wednesday and Friday)   

How far in advance can I place my wholesale flower order?

When ordering imported products, a minimum of 3 weeks’ notice is required to ensure we can fulfil the order or advise you in due time to make other arrangements. At Flower HQ online, you’re able to place an order as far out as the online calendar dates are featured. If you place an order over the phone once again the same applies. 

Is there a minimum order with Flower HQ?

A minimum of $250 spend on flowers is required for any Flower HQ online and over the phone orders to be delivered. This applies to all delivery areas. If you choose to collect your order from one of the Flower HQ wholesale flower markets or select the option to pickup when ordering online, there is no minimum order value.

What should I do if I need to make an urgent flower order?

Call customer care on 1800 826 826 weekdays 7am-1pm and Saturdays 4am-10am or Contact your personal Flower HQ Sales team member directly.

Can I make a regular or scheduled order of wholesale flowers?

Yes, members can arrange for regular or scheduled orders.

How do I know you’ve received my wholesale flower order?

Once you place your order with Flower HQ online or over the phone you will receive an order confirmation email. If we are not able to fulfil the order, either one of our customer care representatives or your personal Flower HQ sales representative will call to advise you.

How can I make changes to my Flower HQ order?

If you need to make changes to your wholesale flower order call our customer care team on 1800 826 826 weekdays 7am-1pm and Saturdays 4am-10am or you can contact your personal Flower HQ sales representative.

How will my fresh wholesale flowers be packed?

All wholesale flower orders that are to be either delivered or picked up from Flower HQ sites will be dry packed (out of water) in boxes unless otherwise stipulated. We use new boxes (recycled cardboard) for all orders to be delivered to ensure your fresh flowers are received in pristine condition. The cost of $5/Box is passed on to the customer. Flowers packed into buckets will also incur a bucket charge.  

What happens if I am missing items or the wrong products have been included in my delivery?

In the unlikely event that an item is not supplied or you are mistakenly invoiced for goods not supplied, you must notify us within 24 hours of receiving your delivery. Contact either by calling customer care on 1800 826 826 weekdays 7am-1pm & Saturdays 4am-10am, email us on info@flowerhq.com.au or contact your personal Flower HQ sales team representative.

If you require a credit our PVP (packing verification process) will commence, to resolve the issue as quickly and efficiently as possible.

What can I do if I’m not happy with the order I’ve received?

In the unlikely event that the goods received are not saleable, (does not include change of mind) you must notify us within 24 hours of receiving your delivery. Contact either by calling customer care on 1800 826 826 weekdays 7am-1pm & Saturdays 4am-10am, email us on info@flowerhq.com.au or contact your personal Flower HQ sales team representative.

Once a claim is received a PVP (packing verification process) will commence, to resolve the issue as quickly and efficiently as possible.

What happens if you can’t fulfil my order?

In the event that we are unable to fulfil your order, a member of our customer care team or your personal Flower HQ sales team member will contact you to discuss substitution options available to you.

How can I cancel my order?

Cancellations will only be accepted if notified within 24 hours prior to delivery or pickup. For an order to be cancelled you must contact the customer care team 1800 826 826 on weekdays 7am-1pm and Saturdays 4am-10am or email customercare@flowerhq.com.au  (Sydney Flower HQ) , actorders@flowerhq.com.au (Canberra Flower HQ) or ncorders@flowerhq.com.au  (Newcastle Flower HQ)

Are my details secure when ordering wholesale flowers online with Flower HQ?

All Flower HQ member details are kept strictly private, secure and confidential they will not be passed on to any third parties. All payments for purchases are processed in person at one of our Flower HQ locations or over the phone.

Delivery

Where do you deliver wholesale flowers?

Flower HQ now offers deliveries to the Sydney Metro area daily (Monday - Friday) Northern NSW from Gosford - Singleton 3 days/week (Monday, Wednesday and Friday) for exact locations call customer care 1800 826 826 or email us info@flowerhq.com.au

How much is Flower HQ delivery?

At Flower HQ we have a flat rate of $30 per delivery, with a minimum $250 order of wholesale flowers or floral supplies ordered online or over the phone. There is no minimum order value when ordering at Flower HQ in person, or choosing pickup when ordering online.

Please note that GST and boxes are additional. Prices can also change daily based on season and availability.

How quickly can you deliver my order of fresh wholesale flowers?

Orders for Sydney metro are next day delivery if placed by 5.30 pm the previous day.   Same day delivery service can be arranged (not available online) however you must call to arrange this with customer care 1800 826 826 or your personal Flower HQ sales team member no later than 10am on day of delivery.

Can I track my wholesale flower order?

Currently it's not possible to track your Flower HQ order online but updates can be provided by our customer care team on 1800 826 826 weekdays 7am-1pm.

What do I do if I want to pick up my order at one of the Flower HQ flower markets?

If you would like to pick up your order from one of the Flower HQ flower markets you have the option of Ordering Online (Flower HQ Members only) nominate the pickup option or calling 1800 826 826 weekdays 7am-1pm to place your order

Payment

What are Flower HQ's payment terms?

All flowers that are supplied and invoiced must be paid prior to dispatch. After actively trading with us, for a 3-month period you may apply for a 7day account with Flower HQ. All applicants are required to complete our Account Application Form (in full) and return it for verification and consideration by our accounts department.

Regional customers may enter into an agreement which requires them to sign or provide a pre-authorised credit card or bank guarantee for their estimated monthly spend as a security deposit. No payment, no further purchases. This process will continue for the first 2 months in order to qualify for a 7-day account.

Do I have to pay for my order online before I receive my wholesale flowers?

Once we have packed your flower order an invoice will be raised and supplied at which time it needs to be paid for in full prior to dispatch. There are three payment options available to you. Over the phone, Direct Deposit or in person at one of our Flower HQ sites where Visa or MasterCard are accepted. When making a Direct Deposit payment a copy of the remittance is required as proof of payment prior to dispatch of your order.

What is Flower HQ's credit policy?

You are required to notify us of a claim within 24hrs of receiving goods,

Fill out and return our claim form providing images of the faulty products and have all of the non-saleable goods ready for collection or return them on your next visit (which ever applies to you)

Any credit, return or refund agreed upon, (once claims process is completed) that you are entitled to will be applied to and taken off your next invoice.