Shipping policy

We want you to feel confident ordering from Flower Walls of Nashville. Many of our products are made to order, specially sourced, or customized for each customer, so our shipping and return policies are designed to clearly set expectations while also providing a fair process if something goes wrong in transit.

If you have questions about your event date, delivery timeline, or an order you have already placed, please contact jennifer@flowerwallsofnashville.com.

Shipping Within the Continental U.S.

Shipping is included on eligible orders within the continental United States.

At this time, we do not ship these products to Alaska or Hawaii due to oversized freight and shipping costs.

Some products may be produced, fulfilled, or shipped directly from our production partners. As a result, tracking information may show an international shipment origin.

Flower Walls of Nashville remains your point of contact for orders placed through our store.

Estimated Delivery Timelines

Most of our products are made to order or specially sourced rather than pulled from traditional warehouse inventory.

Silk Flower Walls, Flower Arches & Floral Meadows
Estimated delivery: 45–60 days

Backdrop Stands & Hardware
Estimated delivery: 30–45 days

Custom Products
Delivery estimates for custom neon signs, custom floral designs, or other specially quoted products will be provided as part of the quote or order process.

Delivery and production timelines are estimates and are not guaranteed.

If you are ordering for a wedding, corporate event, venue opening, conference, photo shoot, or another date-specific event, please order well in advance.

An event date provided to us does not constitute a guaranteed delivery date unless we have expressly confirmed that delivery date to you in writing.

If circumstances arise that prevent us from shipping your order within the timeframe represented at the time of purchase, we will contact you regarding the delay and provide any options required under applicable law.

Rush Production

For certain made-to-order floral products, expedited 10–15 business day Rush Production & Air Freight may be available depending on current production capacity.

A rush-production premium applies.

Rush availability must be confirmed before purchasing. Please contact jennifer@flowerwallsofnashville.com with your event date and the product you are considering.

Rush service is not available for every product.

Order Changes & Cancellations

Because production or sourcing may begin shortly after an order is placed, please review your order carefully before purchasing.

Cancellation requests should be submitted within 24 hours of purchase.

We will honor a cancellation request when possible if production, sourcing, customization, or fulfillment has not yet begun. After production or fulfillment has started, cancellation may no longer be possible.

Submitting a cancellation request does not guarantee that the order can be cancelled.

For custom products requiring a design proof, changes or cancellations may not be possible once the proof has been approved and production has begun.

Made-to-Order & Custom Products

Most products sold by Flower Walls of Nashville are made to order, customized, or specially sourced for the individual order.

For this reason, we generally do not accept returns or exchanges for change of mind, including situations where:

• the customer changes their event design or color palette;
• the event is cancelled or postponed;
• the customer orders the incorrect size, color, style, or quantity;
• the customer decides the product is no longer needed; or
• the customer finds a different product after placing the order.

Please review all product descriptions, dimensions, photographs, delivery information, and specifications carefully before ordering.

If you are unsure whether a product is right for your setup, contact us before purchasing and we will be happy to help.

Handmade Floral Variations

Our silk floral products are arranged and shaped by hand.

Minor differences in flower placement, greenery placement, fullness, color tone, dimensions, or overall shaping are normal and are not considered product defects.

Flowers and greenery may also become compressed during shipping and may require gentle fluffing and reshaping after unpacking.

Colors may appear differently depending on lighting conditions and individual computer, phone, or tablet screen settings.

Damage, Defects & Missing Components

We inspect our products prior to shipment and maintain pre-shipment quality-control photographs and/or video documentation for customer orders.

If your order arrives damaged, defective, incomplete, or materially different from what you ordered, please contact us within 2 calendar days of delivery at:

jennifer@flowerwallsofnashville.com

Please include:

• your order number;
• photographs of the exterior shipping carton from multiple sides;
• a clear photograph of the shipping label and tracking number;
• photographs of the interior packaging;
• photographs and/or video clearly showing the affected product or components; and
• a description of the issue.

We may compare claim documentation with our pre-shipment quality-control photographs, videos, order records, fulfillment records, and carrier information when evaluating the claim.

Please Keep All Packaging

Do not discard the shipping carton, interior packaging, damaged components, or shipping label while a claim is under review.

A carrier, insurer, production partner, or shipping partner may require the original packaging or merchandise to remain available during the claims process.

Do not repair, alter, dispose of, or use a damaged product at an event until we have completed our initial review.

Unboxing Videos

Because our products are high-value and oversized, we strongly recommend recording a continuous unboxing video whenever your order arrives.

Ideally, the recording should begin with the shipping carton still sealed and clearly show:

• the condition of the unopened carton;
• the shipping label;
• the package being opened;
• the interior packaging;
• removal of the product or components; and
• the initial condition of the merchandise.

For certain concealed-damage or missing-content claims, an unboxing video may be required to substantiate the claim with our production, shipping, or insurance partners.

If an unboxing video is unavailable, we may request additional documentation before determining whether a claim can be approved.

The absence of an unboxing video does not automatically mean that every claim will be denied.

Transit Damage

If your package appears to have been damaged while in the carrier’s possession, please follow the damage-claim process above and contact us within 2 calendar days of delivery.

Verified transit-damage claims will be reviewed with our production and shipping partners.

Depending on the nature and extent of the damage, an appropriate resolution may include:

• replacement components;
• repair or replacement of an affected portion of the product;
• replacement merchandise;
• a partial refund;
• a refund; or
• another reasonable resolution based on the circumstances.

A reported transit-damage claim does not automatically result in an immediate full replacement or refund. We must first review the documentation and, where appropriate, initiate a claim or investigation with the applicable production, shipping, or insurance partner.

Shipping carriers and insurers can have documentation and claim requirements for missing or damaged shipments, which is why we ask customers to retain packaging and provide prompt evidence.

Lost Packages

Packages Lost in Transit

If tracking stops updating for an extended period or your shipment appears to have been lost before delivery, please contact us.

We will review the tracking information and work with the applicable carrier, production partner, or shipping partner to initiate a trace or lost-package investigation when appropriate.

A shipment is not considered confirmed lost solely because tracking has temporarily stopped updating.

Please allow the carrier or shipping partner reasonable time to complete its investigation.

If a shipment is verified as lost in transit, we will work with our production and shipping partners to determine the appropriate resolution, which may include replacement merchandise, a refund, or another resolution as appropriate under the circumstances and applicable law.

Packages Marked Delivered but Not Located

If carrier tracking shows that your order was delivered but you cannot locate the package, please contact us promptly.

Before contacting us, please check:

• all entrances and areas surrounding the delivery address;
• household members;
• neighbors where appropriate;
• building management, front desk, concierge, mailroom, or reception areas; and
• any delivery photograph or notification provided by the carrier.

We may request that the carrier conduct a delivery investigation and may review available:

• GPS or delivery-scan information;
• tracking history;
• delivery photographs;
• signature confirmation;
• shipping-address verification; and
• other available delivery documentation.

Orders showing confirmed carrier delivery are not automatically eligible for replacement or refund solely because the recipient reports that the package cannot be located.

Any resolution will be determined after the available delivery evidence and carrier investigation have been reviewed.

For high-value orders, delivery confirmation—including signature or photo evidence—can also be important in a subsequent payment dispute. Shopify specifically recommends signature confirmation for high-value shipments.

Incorrect Shipping Addresses

Customers are responsible for providing a complete and accurate shipping address at checkout.

If you notice an error, contact us immediately.

Once an order has entered production, fulfillment, or carrier transit, we cannot guarantee that the shipping address can be changed or redirected.

If an order must be reshipped because the customer provided an incorrect or incomplete address, additional shipping costs may apply.

Safe Unboxing

Please use care when opening oversized floral packages.

Do not insert box cutters, scissors, knives, or other sharp objects deeply into the carton, as doing so may accidentally cut floral material, canvas backing, foam bases, wiring, or other product components.

Damage caused by improper unpacking, assembly, alteration, or customer handling is not considered shipping damage.

Returns for Verified Product Issues

If we approve a return as part of the resolution of a verified product issue, we will provide instructions before the product is shipped back.

Do not return merchandise without authorization.

If a return is authorized, the product should not have been:

• used at an event;
• permanently altered;
• intentionally damaged;
• improperly assembled; or
• modified in a way that prevents us from evaluating the original issue.

Please retain the original packaging whenever possible.

Custom Neon & Customer-Supplied Artwork

Customers ordering custom neon signs or other personalized products are responsible for carefully reviewing and approving any design proof before production.

You are also responsible for ensuring you have permission to use any logo, trademark, artwork, photograph, phrase, or other protected material submitted for reproduction.

Once a custom design has been approved and production begins, changes, cancellations, and standard returns are generally not available.

Questions?

We know many of our products are purchased for important events and professional installations, and we are happy to help you determine whether a product and timeline are appropriate before you place an order.

Please contact:

Jennifer
Flower Walls of Nashville
jennifer@flowerwallsofnashville.com

We generally respond during normal business hours.

Nothing in this Shipping & Returns Policy is intended to limit rights or remedies that cannot be waived under applicable law.