Customer service
How We Look After Every Order
Every order is handled by a floral expert who ensures your experience is seamless from start to finish. Here is what that means, from our studio at 355 E 72nd Street to your door, and what we do if something is not right.
Made by our own florists
Our florists handcraft each bouquet using fresh blooms sourced daily from Manhattan’s top flower markets. Every arrangement is cut and built by our own florists at our studio on East 72nd Street, the same day it goes out. Nothing is drop-shipped and nothing is pre-made.
You see it before it leaves
Before your flowers leave, we send you a photograph of the actual arrangement, so there is no gap between the picture on the website and what arrives at the door. You are always welcome to call or text us at 212-216-0900 to request a photo.
Delivery, seven days a week
Order by 3 PM Eastern and we deliver the same day, across all five boroughs, seven days a week including Sunday. Deliveries begin at 9 AM, with the latest delivery by 8 PM. Pick-up is also available in store. See how same-day delivery works.
If you need an arrangement to arrive inside a narrower window, before a service, a curtain or a dinner reservation, call the studio and we will tell you honestly whether we can hold that time before you pay for it. If you would like our courier to call you upon arrival, please request this when placing your order.
If nobody is available to receive the flowers, we first call and text you and the recipient. When there is a safe place, the arrangement is left there and you are notified. If there is no safe place, the order comes back to our studio for pick-up, or we deliver it again for a re-delivery fee.
If something is not right
If you receive the wrong flowers or incorrect size, we will gladly offer a replacement or refund. If any flowers arrive damaged, send us photos within 24 hours of delivery, by text to 212-216-0900 or by email to orders@novapetal.com, and we will replace them.
Flowers are perishable, so they are not returnable in the ordinary sense, but a bad arrangement is our problem, not yours. If your plant or orchid arrives damaged or does not meet expectations, contact us within 14 days so we can make it right.
Read our full return and refund policy.
What our clients say
“I have found my new favorite florist in NYC! The 2 flower arrangements I ordered were stunning and Novapetal’s customer service was perfect. I appreciated that they also sent photos before delivery.”
Julee N., Google review
“Novapetal went above and beyond with a gorgeous arrangement, fantastic communication, and wonderful customer service. I wouldn’t hesitate to use them again.”
David O., Google review
Talk to the studio
Novapetal, 355 E 72nd Street, New York, NY 10021. Call or text 212-216-0900, or email orders@novapetal.com. Visit our studio.