Dear Customers & Friends,
I write to apologize for what has become, for many, an unusual and uncomfortably long wait for order delivery. To the extent that any of you, our valued customers, have been disappointed or discouraged by our performance this spring, I sincerely apologize. These are not ordinary times. As the season has progressed, we have attempted to be forthright about our fulfillment capability, and we hope you can bear with us just a little bit longer. Please be assured that our team is working around the clock to address questions and concerns as they arise and to get orders out the door as expeditiously as possible. In the meantime, I can offer an update and some information that may be helpful.
When can I expect delivery of my existing order and/or newly placed order?
Our staff is now focused exclusively on fulfillment, and we anticipate that ALL existing orders will be shipped by the first week of June at the latest. Please keep in mind that our practice has always been to ship tender plants including annuals and vegetables to the warmest hardiness zones first. That means customers in southern-most states receive their plants ahead of those in cooler climates. Shipment of tender plants to customers in New England and other cooler parts of the country will follow. This year, owing to spring’s unusually cold temperatures in the northeast and some other parts of the country, shipping would have been delayed regardless. Plants are sent only when we believe they can travel safely and arrive in the condition consistent with our standards. Again, we sincerely apologize for any inconvenience these delays may be causing.
No More Plant Orders for Spring
Due to this spring’s unprecedented sell-outs and a sustained, high volume of orders, we have, as of May 12, 2020, stopped accepting new orders for all plants that are shipped in spring. This suspension will alleviate the pressure on our shipping line, providing our staff with a much-needed opportunity to catch up on existing orders. Please note that orders for items including tools, supplies, cut flowers, Orchids, and decorative accessories continue to be accepted at this time. Bulbs, perennials, shrubs and vines may be reserved now for autumn. They will be shipped at the proper time for fall planting in your area.
Store Events & Display Gardens
The White Flower Farm Store and display gardens remain closed to the public. All events through June have been cancelled. If it is possible to open the store and gardens sometime later this season, and to do so safely, we will be overjoyed to welcome you. In the meantime, we are offering a curbside pickup program that features a specific list of plants, you’ll find the details here.
How To Contact Customer Service
Our customer service team continues to work from home and is therefore not available by phone; please email [email protected] with any specific inquiries or concerns – response time is, at the moment, about 24 hours.
We thank you for your forbearance and for the patience and understanding this strange season has asked of all of us.
Eliot A. Wadsworth