FAQ

As a small family-owned and operated business, we have decided to focus on the primary aspect of our business: fruit production. While wild theories may arise, the truth is simple—we are all getting older and have decided to end this wonderful journey on a positive note.

There will be no changes whatsoever. It is business as usual. We will announce our final line-up October 21, 2024 and will begin accepting orders quietly in December. Shipping will commence in late February and continue through to the end of April. The same rules and systems will remain in place.

Important reminders: we do not ship potted roses, we do not maintain a waiting list, and orders will only be accepted starting in December.

Some of you may wonder why our shopping cart opens silently. Over the years, demand has outpaced our inventory. Announcing the exact time of the cart’s opening often leads to frustration when roses disappear from carts during checkout. By opening the cart quietly, we believe the overall experience is less frustrating.

Our final and last rose list will be publicly available on our website as of October 21, 2024.

We only sell what we grow. Once a rose is sold out, it will only become available again if we receive cancellations. This also applies to our garden center. The roses currently available are all that we will have until September 7, 2024, when we close our fruit market and garden center for the season. We will open our garden center one last time from April 2025 to September 2025.

There will be no change in 2025. Our garden center will remain open alongside our fruit market until early September 2025.

Our warranty remains unchanged: We guarantee our plants to be true to name, healthy, and viable when they leave our premises. If our planting and care instructions are followed, we ensure they will thrive during the first growing season. Should any issues arise, we’re happy to offer a refund. Please note that all warranty claims must be submitted by August 30th of the shipping/pick-up year.

Additionally, our customer support and rose advice services will conclude with the closing of our garden centre in September, 2025.

With the increasing popularity of our roses, we are excited to announce that in December 2024, we will quietly open our shopping cart for pre-orders of both bare root and potted roses. These orders will be shipped from our nursery or available for pickup at our garden center in Spring 2025.

We do not accept pre-orders before the start of online ordering. This approach ensures that all customers have an equal opportunity to purchase their desired rose cultivar, regardless of their planting schedule, which may vary due to local climate conditions.

We currently do not offer a waiting list.

To ensure that as many of our valued customers as possible can enjoy these exclusive roses, we have a policy of limiting certain varieties to one per household. By doing this, we aim to distribute these unique roses more equitably and give more people the opportunity to experience their beauty.

At Palatine Fruit & Roses, our inventory mirrors nature’s rhythm, refreshing annually, with the final update on October 21, 2024. Orders open in December, and once a rose is sold out, it’s gone—unless a cancellation occurs. Any returned stock will be immediately updated on our website.

At Palatine Fruit & Roses, our commitment to quality means it takes three years to produce each of our roses. We make every effort to anticipate demand, but sometimes we have surprises. The world of social media can rapidly shift the desirability of a rose within mere weeks, a timeframe that exceeds our ability to respond. Moreover, for rare roses, our access to budwood is limited, resulting in lower quantities available. As a result, certain cultivars can sell out within minutes of opening the shopping cart. We appreciate your understanding as we strive to provide you with the most exceptional and hard to find roses, even in the face of these challenges.

We keep a small portion of our roses aside to ensure that our local walk-in customers at the garden center have a diverse selection to choose from. After all the bare root roses have been shipped or picked-up, we update our website to show the availability of these roses in our garden center.

We make diligent efforts to maintain accurate inventory levels. However, due to availability and demand, certain roses may sell out quickly. It’s important to note that no new inventory is added from early December to the following December unless we receive cancellations.

The deadline for spring shipments and bare root rose pickups is March 15th.

When placing your pick-up order, please choose a preferred pick-up date. If you’re uncertain about the best week for you, you can make an estimated selection, and if your plans change, don’t hesitate to inform us as soon as you know.

At Palatine Fruit and Rose, we have a three-rose minimum for all rose mail orders, except when purchasing roses with a one-rose-per-household limit. In this case, you can buy 1 or 2 of these special roses without reaching the 3-rose minimum.

For orders that fall below the 3-rose minimum, an additional $5.00 handling fee is applied to compensate for the processing of smaller orders. Orders with three or more roses do not incur any extra charges.

Previously, we maintained a policy requiring a minimum purchase of 3 roses. However, effective January 10, 2024, we’ve eliminated this minimum requirement. For orders comprising fewer than 3 roses, a $5.00 handling fee is applied to account for the processing costs associated with smaller orders.

As of December 14, 2021, our policy is not to modify orders. This decision is driven by the following reasons:

1. Credit card fees are incurred on the full order amount, and a similar percentage is charged for each refund when changes are made.
2. Manual calculations for changes are time-consuming, prone to errors, and create complications in the order processing and shipping stages.

While we have accommodated changes in the past, this policy will be enforced going forward. For orders requiring combination, a $7.50 administration fee will be applied to each order, shipping will be adjusted accordingly.

For all bare root orders, we gladly accept cancellations up to 10 days prior to the scheduled shipping/pick-up date, as long as the roses have not been pulled from inventory. However, please be aware that no cancellations for bare-root roses will be accommodated after March 15th or if your order has been pulled. Additionally, there is a 10% cancellation fee applicable to all cancelled orders. To initiate a cancellation, please reach out to us via email at sales@palatineroses.com or by phone.

We exclusively offer grafted roses, with most of them grafted on Rosa Multiflora. For some Historic Roses, they may be grafted on Rosa Laxa. You can find the specific root stock for each rose under ‘Rose Info,’ which is accessible by clicking on the rose of your choice.

We currently provide shipping to all of continental North America. For orders to Hawaii and Puerto Rico, we recommend using UPS 3-Day shipping to minimize delays during importation and ensure the well-being of live plants. Please note that we do not have the necessary certifications to ship outside of North America at this time.

We bill in the currency of the destination. Roses shipped to the US are charged in US funds, while those shipped within Canada are in Canadian funds. Pickup orders, regardless of location, are billed in Canadian funds with Ontario taxes applied.

To bring roses into the USA, you’ll need a phytosanitary certificate, which we can obtain for you. To do so, we require the following details:

1. The exact quantity and names of each rose cultivar in your order.
2. Specify whether the roses are potted or bare root (please note that only a few states accept soil on potted roses, such as NY).
3. Provide the desired pick-up date. Keep in mind that it takes three days for us to process the certificate, as we must complete paperwork and have an inspector visit our site for approval.
4. Share your name, address, and the final destination of the roses.
5. Include your phone number and/or email for communication.
6. Also, there is a $25.00 fee to cover the certification process.

We accept payments via Visa and Mastercard. Regrettably, we are unable to process email money transfers from American customers. Since our sales are conducted online and internationally, it’s advisable to contact your Credit Card provider in advance. Inform them of your intention to make an international online purchase. This proactive step will help minimize the likelihood of your Credit Card transaction being declined.

Please know that under CUSMA, roses shipped to the USA are currently tariff-free. However, with the new administration announcing a potential 25% tariff on Canadian goods, we may have to add these tariffs to your final invoice before shipping.

Our website operates in dual currencies, accepting payments in both Canadian and American dollars. However, due to technological constraints, we are unable to offer a Credit Card saving feature. As a result, you will need to re-enter your Credit Card information during the checkout process, even if you’ve previously updated it on our site. Please rest assured that, for your security, no Credit Card information, except for your Billing Address, has ever been or will be stored in our system.

While our website doesn’t have the functionality for gift certificates, we’re here to assist you. Please feel free to reach out to us by phone or email at sales@palatineroses.com, and we’ll be happy to help you with gift certificates.