Purchase Process
Orders consist of three main phases:
- PENDING: All newly received orders are in this phase until we confirm that the products are available and payment has been successfully received.
- PROCESSING: The items in the order are reserved, and delivery has been scheduled.
- COMPLETED: Once your order has been delivered and finalized.
Note: When you place an order, you will receive an email from us with a detailed summary of your order. If you do not receive it, please contact us to correct any errors in the email address and/or have it resent.
In the event of an error with the products or shipping method, we will contact you to correct it. If any additional payment is required, you will be able to make the payment.
Payment Methods
Currently, we accept payment via credit or debit card, bank deposit, Yappy, and ACH transfers.
If you choose to pay by ACH transfer or bank deposit, you have 12 hours to complete the payment; otherwise, your order will be automatically canceled.
Credit and debit card payments are processed through Metrobank’s eCommerce platform, so the full information of your credit or debit card will not be handled or stored by the staff, equipment, or servers of Maduro’s Tropical Flowers, SA.
For credit or debit card payments, the cardholder’s name must match the name of the person placing the order. If the names do not match, we require a written and signed authorization from the cardholder listing the paid items or services, along with a copy of a government-issued ID corresponding to their residence or nationality.
Product Guarantee
If a product is delivered to your home and you receive it with damage due to transportation, you have 24 hours from the day of delivery to notify us. You must also provide photographic evidence of the plants and how they arrived in the box. If it is confirmed that the damage was due to packaging or handling, we will replace the damaged plants or products.
We are not responsible for:
- Damage to plants delivered to a gate or security checkpoint.
- Deterioration caused by improper care by the customer, including failure to follow care instructions or provide required conditions for plant survival.
- Other reasons beyond our responsibility.
- Flower wilting and leaf drop.
Shipping Cost
Maduro Tropical Flowers S.A. / Finca Drácula does not provide free delivery for orders, either to homes or to our stores. All delivery costs must be covered by the customer. If, for any reason, the delivery cost is covered by us, it will be clearly detailed in the order and on the website at the time of purchase.
Deliveries
Delivery Methods and Timeframes
Our main delivery options are:
- Home delivery in Panama City – Downtown Area
- Home delivery in Panama City – Non-Central Area
- Pickup at Maduro’s Tropical Flowers store in Panama City
Delivery on Specific Dates
Our priority is for all orders to arrive on time and by the requested delivery date. However, unforeseen circumstances beyond our control may cause delays. If we cannot deliver on the estimated date, we will contact you to schedule the next available delivery date or process a refund.
Late Deliveries
If your order has not arrived by the indicated date, please contact us so we can provide a solution as soon as possible.
Please note that refunds are not issued if the recipient is not present at the delivery address. In such cases, you must contact us to arrange for store pickup.
Incorrect or Incomplete Delivery Information
It is essential to ensure that your shipping address and contact information are accurate when placing an order on our website to avoid any delivery issues.
Products and Images
When placing an order through our website, please read the product specifications carefully. Photographs may show plants in bloom or presented differently than the actual delivered product. Always review the delivery conditions to avoid receiving a product that does not meet your expectations.
Reserved or Backordered Products
If an order contains a product that is reserved or not currently in stock, the order will not be delivered until the product becomes available. The payment for the order will be processed at the time of placement, and other products in the order will be reserved.
If you wish to receive the available products before the backordered items, please contact us to arrange delivery and associated costs.
If a reserved product cannot be supplied within two months of the order date, we will contact you to issue a refund or offer an alternative product.
Product Not Available
If the exact arrangement from the photo is unavailable at the time of your order, we will create a similar one using available plants and materials of the same variety and quality.
If the exact varieties or materials are not in stock, we will contact you via phone or email to suggest an alternative arrangement similar in color, size, and quality at the same price. Upon your confirmation, the order will move to the PROCESSING status. If you do not agree with the alternatives, the order will be canceled, and your payment refunded.
Order Cancellations
Orders can only be canceled while in the PENDING phase to receive a refund. Once an order moves to PROCESSING or beyond, it cannot be canceled or modified. You will receive an email notification when your order enters this phase.
Your order will be canceled if payment is not completed within 2 hours of placing the order. Similarly, it will be canceled if home delivery or store pickup is not completed within 24 hours.
Your order may also be canceled due to force majeure or circumstances preventing delivery.
Surcharges
Any bank fees incurred during payment will be deducted from the refund.
Delivery costs that could not be completed due to the recipient not answering the door, providing an incorrect address, or not answering the phone will also be deducted from the refund.
Payment Refunds
Refunds will be issued through the same payment method used, except for Yappy. Payments made via Yappy will be refunded via ACH bank transfer.
Refunds may take up to 6 business days to process.
In cases of force majeure where delivery or a farm visit cannot occur, the payment will be refunded or the order replaced.