Customer Service

Frequently Asked Questions

Q: Why can't I just pay for my flowers online?

A: As a Costco member, you have an opportunity to request bulk flowers via our Floral Request Hotline (1-888-828-9785) or online (www.kmsfloral.com) for pickup and purchase at specific Costco warehouse locations. Our kmsfloral website is a tool for placing those requests, not an e-commerce website. We do not take billing, shipping or payment information from our customers. Our website allows you to place a floral request, indicating the flower type, color and quantity that you would like delivered to a specific Costco location. It also allows you to agree to a specific date when you will pick up and purchase your flowers.  All payment is made at the Costco upon pickup.

Q: Where inside my Costco warehouse do I go to pick up the flowers that I have requested?

A: Go to the flower kiosk and speak with the Kendal floral merchandiser. If no Kendal floral merchandisers are available at the time of your visit, you can ask any Costco employee to help you get your flowers.  They will be in Special Order boxes with your name on them.

Q: When can I pick up my flowers?

A: You can pick up your flowers during regular Costco business hours on your designated pickup date.

Q: Can somebody else pick up my flowers for me?

A: Yes, anybody can pick up your flowers for you. They need to know what name the order is under and they need to have their own Costco membership.

Q: Will Costco store my flowers for a couple days?

A: Costco will hold the flowers overnight for one night, however, we highly recommend picking them up on the day they are delivered so as to avoid them being moved and shuffled around too much.

Q: How do the flowers come?  Do they come in water?

A: Yes, flowers are stored in buckets of water and placed into shipping boxes (approx. 2.5' tall by 1.5' wide).  Boxes are marked as a special order with customer name on them.

Q: When do I pay for my flowers?

A: You pay for your flowers when you pick them up at your designated Costco during regular business hours.

Q: Do I have to take all of the flowers that I requested?

A: Yes. You must take and purchase all of the flowers that you requested.

Q: How do I make changes to my floral request?

A: You can either reply to your email confirmation or you can call the 888/ 828-9785 hotline.  All changes must be made before the 9 day advance notice deadline.  Changes include increases, decreases and cancellations.

Q: How far in advance do I need to place a request?

A: We require a minimum of 9 straight days (7 business days) advance notice.  Requests made more than 30 days in advance are not recommended due to seasonal availability.  Please also note that we have blackout periods during major holidays (please see question below re: blackout periods.)

Q: Can I specify the color that I want?

A: You can specify a color, such as red or white, but you cannot specify an exact shade (ie: ivory or deep red) or variety (ie: Freedom Roses).

Q: What if I do not like the flowers once I see them?

A: You can exchange your flowers ONLY if we deliver the wrong color (not a specific shade within a color), the wrong flower type, if the wrong quantity is delivered or if your flowers are of inferior quality.

Q: How long will the flowers typically last?

A: The life of the flowers depends upon many variables – the most important are hydration and temperature. Flowers that are well hydrated and not placed in a warm place can last approximately 5-9 days.

Q: What can I do to make my flowers last as long as possible?

A: Keep flowers in clean water and in a cool place. If you remove flowers from water to arrange them, make sure that you give the stems a fresh cut before placing them back into clean water. Keep flowers out of direct sunlight and away from heat sources. It is NOT recommended to store flowers in your personal food refrigerator.

Q: What is a “Blackout Period”?

A: A Blackout Period is a time during which no special requests can be picked up. You can always pick from the flowers that are available at your local warehouse, but you cannot pick up a special request during a Blackout Period.

Q: Re: Blackout Periods: what times of the year am I unable to place a custom floral request on the Kendal Merchandising Services website?

A: During specific holidays, we are unable to accept bulk floral requests.

Thanksgiving, Christmas and Easter: Blackout periods are roughly about TEN days before the holiday and the day(s) immediately following the holiday.

Mother's Day and Valentine's Day: Blackout periods are roughly about TWO WEEKS before the holiday and the day(s) immediately following the holiday.

***For the specific dates of a blackout period, please see the Blackout Calendar on the Order-Online page.

Q: What if there is a problem?

A: Please call our Floral Hotline at 1-888-828-9785 and select Prompt #4 to leave a message. Please include your name, phone number, warehouse location and a description of the problem that you are having.  Or you can send an email to floralrequests@kendalmerchandising.com.

Q: Can I mix flowers and colors?

A: Because we specialize in bulk flowers, we can only allow one type of flower and one color per pack.

Q: Can I customize the arrangements?

A: Unfortunately we are not able to customize or alter the arrangements. We only offer the arrangements that are shown on our website.

Q: Is this program affiliated with Costco.com?

A: This program is completely separate from Costco.com. Kendal Merchandising Services supplies the flowers that you see in your local Costco, but we have no affiliation with Costco.com.