Freshness & Quality Guarantee

At Kataleia, freshness is engineered into every order, not promised at the end. We work farm-direct with partner growers in Ecuador and Colombia, cut your stems to order, and hold an unbroken cold chain from origin to your door. This page explains how we protect quality, what our guarantee covers, and the simple path to make it right if something arrives wrong.

How we protect freshness

Most of the vase life of a flower is won or lost in the first days after harvest. We build our process around that window.

• Cut to order at origin. Stems are harvested at the farm after you order, not pulled from a standing cooler. You receive flowers days fresher than typical wholesale channels.
• Continuous cold chain. Your boxes stay temperature-controlled from the farm through transit to delivery, so stems arrive hydrated and dormant rather than tired.
• Farm-direct, no middle handling. We buy directly from partner farms, with no importers or wholesalers in between to add time, heat, or handling.
• Tracked shipments. Every order is tracked end to end, so you and our team can see exactly where your flowers are.

What to expect on arrival

With proper handling, fresh-cut roses from Kataleia deliver a typical vase life of 12 or more days. Vase life is a range, not a fixed number: it depends on variety, the season, your water, ambient temperature, and how quickly the stems are processed on arrival. We stand behind the freshness and condition of what we ship; we do not warranty an exact day count.

Grading and specifications

Every product page lists its own specifications so you can order with confidence. Depending on the variety, that includes head size, typical stem length, stems per bunch (sold by the bunch, 25 stems per bunch), and the lead time for that item. Flowers are graded at the farm to match those specs. If you need help matching varieties to an event palette or timeline, browse the catalog or reach out before you order.

Our promise and what it covers

We guarantee that your flowers leave the farm fresh, correctly graded, and in good condition, and that the cold chain is maintained in transit. Our guarantee covers product that arrives:

• Damaged, broken, or crushed in transit;
• Short on the stem count ordered;
• Materially off-spec or in poor condition on arrival.

It does not cover normal variation in bloom, color, and open stage, or quality loss from delayed processing, improper storage, or handling after delivery.

If something is wrong: the claims path

We keep claims simple and fast. If your flowers arrive damaged or short:

1. Email clear photos within 24 hours of delivery to claims@kataleia.com.
2. Include your order number and a short note on what you found.
3. We resolve approved claims by refund or replacement on your next shipment.

There is no lengthy claims process and no run-around. The 24-hour photo window lets us document condition while the issue is clear, which is how we keep resolution quick.

Protect your vase life on arrival

Once your boxes land, a few minutes of proper processing makes a real difference. Unbox promptly, give stems a fresh cut, and get them into clean, cool water right away. For step-by-step guidance, see our flower care guide.

Questions about a specific order or a possible claim? Email claims@kataleia.com for freshness and damage issues, or info@kataleia.com for general questions. We are available Monday to Friday, 8am to 6pm ET.