How come I can't find a phone number and call you to ask a question?
Hey we get this all the time...fact is we are a rural farm and often have spotty cell coverage. Also most days when we can, you would find us in the field or processing orders so not being in front of our computer system means we most likely can’t offer more than a “could be” answer. We find it much more efficient to have emails waiting for us when we can have the info we need in front us while we return answers. If you really want to speak to a human just email us your phone number and we will call when we are in a position to answer you. Please don’t think we are trying to avoid you, just making the best of our time is all.
Can I just drop by and see your beautiful flowers when I’m in the area?
NO! Please don’t just drop in on us. We are a working farm and although we try to keep it looking nice and be available to answer questions we really prefer to not interrupt our workflow or that of our employees unexpectedly. Please imagine if it was your order being delayed by someone who just dropped by...We promise not to drop by your place of employment and look over your shoulder and ask questions too if that helps.
We do have a number of farm visit days where we let the public know they can come and get a tour of the place and those days are posted well in advance on our website. We also dedicate a number of days and evenings for group visits, like our local Horticultural Societies for instance, so if you are interested in this please send us an email.
Where is my seed order?
Our goal is to ship all orders in 3 to 4 business days after your order has been paid for. But let’s be clear here...we are a small family farm and sometimes the irregular volume of orders dictates that we fall behind in our goal. If it’s going to be a while, we will let you know. Our system will notify you when we have picked your order and started the shipping process. As of August 15th, 2020, we are an embarrassingly long 22 days to shipping from placing an order, we had some tech issues at the beginning of July that we have overcome but we are still catching up. This should be rectified by August 20. This is updated every week.
If you choose Canada Post letter mail when you check out please remember that the basic postage rate does not include tracking. When your order reaches a certain size we push you into a flat rate box for $14.00 which has tracking. Try as we might we can not predict when Canada Post will deliver the mail, nor can we explain why sometimes it takes as long or longer to go 80 kms down the road than it does 2600 kms across the country. Our recent experience is 2 to 3 business days for flat rate boxes and 3 to 9 business days for Canada Post to deliver standard letter mail just about anywhere across Canada.
You always have the option to choose our flat rate box at $14.00 for shipping and this option does provide tracking. However as above, once it is originated at our Post Office we longer have any access to the package, so if your address was inputted incorrectly by you, Canada Post will attempt to deliver and if they can’t it will be returned all the way to us. We can not reroute once it is originated at Canada Post.
We no longer accept pick up at our farm. This option proved to be too much work to regulate when folks ticked that box by accident.
When is the Fall Dahlia Sale and when will my Dahlia order ship?
We have made a very big decision regarding our 2020 Fall Dahlia sale. We grew over an acre of Dahlias this year and our tuber production was significant as you can imagine. We have, once again due to the volume, been forced to use a new storage facility. In an effort to only put up for sale those tubers we feel are of the best quality and will produce for you, we are only selling tubers in the spring of 2021 when we are sure we have viable product to ship you. We have hundreds of varieties and thousands of tubers which will be available in early spring. You can place your favourite dahlia variety on your "wish list" and then simply click the button that will allow you purchase your wish list when the products become available. This way you have a while to select the ones you want.
The timing of the shipments are at the discretion of Stems Flower Farm, based on temperature and whether we feel the package will be in jeopardy of freezing. We will communicate in advance of our expected shipping dates.
What if I am missing something from my order?
What can we say, it shouldn’t happen. We have a systems of checks in our system to make sure every order is correct and not missing anything but if it should happen just let us know and we will fix it. Also if by some reason you get more than what you paid for let us know and we will send you a prize.
Do you ship internationally?
We do ship or will attempt to ship to any part of the world you would like us to send them. But here’s the catch; many countries do not allow flower or veggie seed packs to be shipped via mail. It is up to you to determine the laws of your country to know whether to expect your seeds in a reasonable amount of time. Our international shipping has a great track record. But it is up to you to understand what happens to our seeds when they get to your country. We can not be held liable for any delays in customs, extra fees or duties which might be applied or in some rare cases refusal of entry. We make no warranties nor will we supply phytosanitary certificates, nor any provenance paperwork. We will fill in customs declarations pursuant to Canada Post guidelines for shipping your order.
Can I add to my order?
Once an order has been placed, we cannot add or subtract items. If you want additional items please place a new order. We are not able to combine for shipping any separately placed orders.
Do you charge sales tax?
We are required by CCRA to charge the prevailing provincial tax of origin of the order from within Canada. Please refer to your provincial tax schedule to determine what rate will apply.
Taxes and duties for all international orders are up to you when you receive the goods. In most cases your importing authority will attach duties and taxes before they deliver.
Can I place my order by phone?
Unfortunately no. Our system is set up in such a way to also help make sure we have accurate stock for those placing orders. Inputting orders outside of our system becomes difficult for us to ensure our system and inventory integrity. So please have a look around the website and place items in your shopping cart. Then if you have an issue or a question please use one of the contact emails for some assistance.
The product I want is marked "Coming Soon", what does this mean?
Items on our website are marked “coming soon” when we are low or out of stock but will be restocking this item. We offer a “notify me when back in stock” email feature where you can have our system email you back when the product stock has be adjusted and is available for purchase.
Will products marked as "Sold Out" be available again?
The simple answer is YES, in some cases our breeder or wholesaler is also out of stock and in these cases we intend to offer the seed when it becomes available again, but this could be months or seasons depending on the reason for the outage.
Where can I buy your flowers?
It would be great if you would buy our flowers. For the 2019 season they are available at the florists you find on our website and in social media posts. You will also find posts on florist who are committed to providing locally grown flowers, and the farmers who supply flowers all over the country.
Do you have a catalogue?
We do not have a printed catalogue. Our philosophy going into this business was to remain as the best stewards of our environment as we can. We know many of you are used to buying this way but we are able to respond to so many business elements by keeping our business online only. If you can’t find it on our website please send us an email and we will see if we can source it for you. All of our seeds and supplies are featured and available exclusively online.
Can I order wholesale seeds?
We are currently re-working our wholesale offer and will publish final details before our 2021 Seed Launch in December of 2020. Please send us an email on how to get a wholesale seed account where you can view custom offers and pricing just for you. Our Wholesale model is under review for 2021 and will most likely look different for December of 2020. Please ensure you sign up on the list in the home page to be updated about changes.
Do you offer organic seeds?
Please read carefully...while many of our seeds are in fact organic, we are still developing authorized paperwork that we can offer if you are a certified organic farm or grower. Until we have sorted out the correct paperwork we will always answer the question the same way. On pelleted products that we sell, our current supplier, due to proprietary concerns is not able to give us the pelleting formula to determine if the coating will pass certified organic standards.
What is the best way to store my seeds?
Storing seeds is rather easy. Place them in a container that is rodent/bird/insect safe and place in a cool and dry place and your seeds will keep just fine for a year or two maybe even longer depending on the variety.
What forms of payment do you accept?
We accept Visa, MasterCard, American Express, Apple Pay, Google Pay, Shopify Pay. The most common reason for a credit card not working for a purchase is having a shipping address for your order that is different than the billing address on the card. Please ensure the two addresses are EXACTLY the same so the processing company can proceed with your order. You can also google CVV if you do not understand where to find the security code on your card.
What is your return policy?
This one is easy. Send us an email with your contact information and we will call you back with options. Depending on the issue options may change.
Do you keep my credit card information on file?
No. In fact we use a third party processor through our web provider which means we don’t even see transaction details other than those listed on the Privacy Statement.
Is it safe to use my credit card or other payment option on your site?
Yes, we have entrusted a professional payment processing company to handle all transactions. You can view their Privacy Statement from the link in our Privacy Statement.
If you're a returning customer trying to access your Edgebrook account, and you have forgotten your password. Click on the "Forgot Password?" link and follow the steps to reset it. We can not reset your password from our end due to Privacy Laws, so if you really can’t remember simply open a new account.
I see a line for discount code at checkout, do have discounts?
From time to time we have promotions which employ discount codes. If you sign up for our email, or check our blog you may find current discounts that you can use against your purchase.
Can I start an order by placing items in my shopping cart and then come back to it?
If you have an account and you logged in before shopping, you can indeed place items in your cart to build an order and come back to it whenever you wish
Please keep in mind that placing an item in your cart DOES NOT commit our inventory to your order. When you check out after leaving items for a while you may see items have become no longer available.
Do you have a store I can shop at?
No, at this time we do not have a retail storefront.
Do I have to have an account to place an order?
You can place an order without an account if you wish. Simply use the guest check out. Having an account will allow us to notify you of stock updates, shipping details and any promotions you might want to take advantage of in the future. We are more able to assist you with any issues if you have an account.
How do I set up an account?
To purchase seed you simply need to fill in the information while checking out. This sets up your account in our system for any subsequent purchases. Please fill in an email address if you have one in order for our system to let you know when your order ships to you.
Our limitation of liability.
Our goal is to give you the best seed we can find. Because growing our seeds is something that is completely out of our control (and sometimes yours) we must state that our liability if any, will be limited to the purchase price of the seed. We can not be held liable if your country refuses to forward your order from customs, we can not be responsible for any charges or taxes you may have to pay as a result of importing our seed. We can not be responsible for any losses incurred because the seed did not perform as expected, or for any losses in your business or contracts based on using our product.
please check back from time to time as we do update this section regularly.