Flower Order Tracking: Notifications, Statuses and What to Check
The most common call we get is not 'where is my order' — it is 'I did not know I could check that myself.' Once a bouquet of garden roses or ranunculus leaves the cold room and goes into the courier's hands, a short chain of automated messages and manual checkpoints keeps you informed without you having to guess. This article walks through every stage of that chain so you know what to expect, what each status actually means, and what to do if something looks wrong.
What Happens the Moment Your Order Is Dispatched
Dispatch is the first hard timestamp in your order's life. The moment a courier picks up the bouquet — whether that is a hand-tied arrangement of spray roses and eucalyptus or a structured box of peonies packed in damp tissue — the order status in our system changes from 'assembly' to 'in transit.' You receive an SMS or a messenger notification within two to three minutes of that change. The message contains your order number, the courier's first name, and an estimated delivery window. That window is calculated from the actual pickup time, not from when you placed the order, which matters on busy days when assembly runs a few minutes long. The notification also carries a short link to a status page where you can watch the stage update in real time. If you ordered by phone rather than through the website, the same SMS goes to the number you gave at checkout. One thing customers often miss: the dispatch notification is different from the payment confirmation you received earlier. The payment message has no tracking link. The dispatch message does. Save the dispatch SMS rather than the payment one — that is the message you will return to if you want to check progress. At this stage the flowers are still at the correct temperature; our couriers carry insulated bags for arrangements that include temperature-sensitive varieties like tulips or anemones, which wilt quickly above eighteen degrees Celsius.
Bouquets we can deliver
Reading the Status Page: What Each Stage Means
The status page shows four stages: order received, assembly, in transit, and delivered. Most customers who call us have misread 'assembly' as a problem — it simply means the florist is cutting stems, conditioning the water tubes on individual roses, and wrapping the arrangement. Assembly for a standard bouquet of fifteen stems takes eight to twelve minutes. For a larger composition with structured greenery such as ruscus or pittosporum it can run to twenty minutes. 'In transit' means the courier has left our shop and is moving toward the address. You will see this status for anywhere from fifteen minutes to just over an hour depending on the district of Saint Petersburg or the destination city. The page refreshes automatically every ninety seconds; you do not need to reload it manually. 'Delivered' appears when the courier marks the handoff complete on their device, which they do at the door, not in the elevator or at the building entrance. If the recipient is not home and a safe-place drop has been agreed, the courier marks delivered only after photographing the placement. That photograph is attached to the order record and you can request it through the chat. One status that sometimes confuses customers is 'delivery attempt.' This appears when the courier arrived, could not reach the recipient by intercom or phone, and waited the standard five minutes before contacting our dispatch. It does not mean the order is cancelled — it means we need updated instructions from you within the next ten minutes to keep the delivery on schedule.
SMS and Messenger Notifications: What You Receive and When
We send three automatic notifications for every order: dispatch, arrival warning, and delivery confirmation. The arrival warning goes out when the courier is approximately ten minutes from the address. This is the most practically useful message because it gives the recipient time to come to the door rather than being surprised by an intercom call. For orders to apartment buildings in central Saint Petersburg, ten minutes is accurate. For addresses in newer residential districts farther from the centre, the margin can stretch to fifteen minutes because traffic patterns vary. The delivery confirmation includes the time of handoff to the nearest minute and, where a signature was collected on the courier's device, a note confirming that. If you placed the order as a gift and the recipient is the one receiving notifications, you can ask at checkout to have the arrival warning sent to your number instead, or to both numbers. We handle this by adding a secondary contact to the order — just mention it when you place the order by phone or in the comment field online. Messenger notifications work through Telegram and WhatsApp. If you prefer one over the other, specify it at checkout. SMS goes out as a fallback if the messenger delivery fails, which happens occasionally when recipients have international numbers. One common mistake: customers sometimes mute the chat thread after the payment confirmation, then miss the dispatch and arrival messages entirely. Keep the thread unmuted until you see the delivery confirmation.
Contacting the Courier Directly: What Is Possible and What Is Not
The dispatch notification includes the courier's first name but not a direct phone number, and that is deliberate. Direct calls to couriers during delivery create problems: a courier answering a call while navigating an unfamiliar building entrance wastes the time that keeps your delivery on schedule. The correct channel for mid-delivery changes is our dispatch line, which connects to the person who can actually reroute or send updated instructions to the courier in real time. If you need to change the delivery address after dispatch — which is possible within limits — call dispatch immediately. Address changes are feasible if the courier has not yet crossed into the destination district. Once they are within five minutes of the original address, a reroute is not practical. If you want to add a note for the courier, such as a gate code or a request to leave the bouquet with a neighbour, send it through the order chat rather than trying to reach the courier directly. The chat is monitored continuously during delivery hours. For same-day orders placed in the morning for afternoon delivery, there is a longer window to add notes. For express orders with a one-hour window, any changes must come within the first ten minutes after placing the order. Customers sometimes ask whether the courier will call ahead. Yes — the courier calls the recipient's number approximately three minutes before arrival if the building has a controlled entrance or if the address notes indicate a closed courtyard. This call comes from the courier's own device and the number may appear as unknown.
What to Check If Your Status Has Not Updated
A status that has not moved for more than thirty minutes during a standard delivery window is worth checking on, but before calling, run through a short list. First, confirm you are looking at the dispatch notification link and not the payment confirmation page, which never updates. Second, check whether your phone or browser blocked the automatic page refresh — some privacy-focused browsers do this. Third, consider whether the delivery address is in a zone with known access delays: large residential complexes with multiple entrance gates, business centres with security check-ins, and hospital campuses all add time that the initial estimate does not always capture. If none of those explain the pause, contact us through the order chat. Give us the order number from the dispatch SMS rather than your name — the number pulls up the record instantly. We can see the courier's last logged position and the reason for any delay. Common causes of genuine delays include unexpected road closures, a recipient not answering the intercom across multiple attempts, and, in winter, time spent protecting arrangements of delicate varieties such as anemones or freesia from temperatures below zero during the walk from the vehicle to the building entrance. We will tell you plainly what is happening and give you a revised time. If the delay means the flowers will be out of their ideal temperature range for longer than expected, we discuss compensation options at that point, not after delivery.
Delivery to Addresses Outside Saint Petersburg: How Tracking Differs
For deliveries to other Russian cities, the tracking structure is the same but the timing references change. We dispatch from Saint Petersburg and the bouquet travels in climate-controlled conditions, so the 'in transit' period is longer than a local delivery. For cities within our standard delivery network, the estimated window at checkout reflects actual transit time, not a placeholder. The status page still updates at the same four stages, and the arrival warning notification still goes out ten minutes before the courier reaches the door. What differs is that the courier working the final approach in another city operates under the same dispatch contact system — you still reach us, not a separate local team. This matters because we hold the full order record and can give accurate information rather than asking you to wait for a callback. One thing to know about flower care during longer transit: we pack stems in water tubes for arrangements that include roses, lisianthus, or other varieties that suffer from dehydration over more than two hours out of water. For transit over ninety minutes, we also adjust the cutting angle and stem length to compensate for the time without a full water source. Customers receiving flowers from another city sometimes open the packaging and find the stems shorter than expected — this is intentional preparation, not an error. Instructions for conditioning the bouquet on arrival are included in the packaging, printed in Russian, and we can send an English version through the chat if you ask at the time of ordering.
After Delivery: Confirming Receipt and Raising a Problem
Once the delivered status appears, the order is considered complete on our side, but the chat remains open for forty-eight hours. If the recipient opens the bouquet and finds damage — broken stems on gerbera, crushed heads on garden roses, or browning on the outer petals of ranunculus that suggests temperature exposure — photograph the arrangement immediately, before removing any packaging. The photograph with a timestamp is the most useful thing you can send us. We look at the image and the delivery record together: the time the courier marked delivery, the temperature conditions logged for that route, and whether the variety in question has a known sensitivity that might explain the appearance. Ranunculus, for example, opens very rapidly at room temperature and petals that appear slightly soft immediately after delivery will often firm up within an hour in cool water. We explain this at the point of contact rather than asking you to wait and see. For damage that is clearly transit-related — a snapped stem on a lily, a broken structural branch in an arrangement — we offer a replacement or a credit without requiring you to return anything. The process takes one message with the photograph attached. We do not ask for written complaints or formal documentation. For orders placed as gifts where the sender wants to confirm receipt without contacting the recipient directly, the delivery confirmation notification serves as that confirmation. If you need a more detailed record — for a corporate order or an event where multiple deliveries were made — ask us for an order summary through the chat and we will send it within the same business day.
Tracking a flower order is straightforward once you know which notification carries the live link and what each status label actually describes. The dispatch SMS is the one to save, the status page refreshes on its own, and the order chat is the fastest route to a real answer if something looks wrong. Varieties like tulips and anemones are time-sensitive enough that a thirty-minute delay matters, which is why we built the arrival warning into the system — ten minutes of notice keeps the recipient at the door and the flowers out of a cold hallway. If you have a question at any point between placing the order and opening the packaging, the chat is the right place to start. We deliver bouquets across Russia in 1–2 hours.
Frequently asked questions
Can I track my flower order without creating an account?
Yes. The dispatch SMS contains a direct link to your order's status page. You do not need to log in or create an account to view it. The link is tied to your order number and works on any device. If you placed the order by phone, the same link goes to the number you provided at checkout.
What should I do if I never received the dispatch notification?
Check that the phone number on your order is correct, then look in your spam or filtered message folders for the SMS. If neither solves it, open the order chat and give us your order number — we can resend the notification and share the status link directly through the chat within a few minutes.
Can I change the delivery address after the courier has already left?
Address changes after dispatch are possible if the courier has not yet entered the destination district. Contact our dispatch line immediately with your order number. Once the courier is within five minutes of the original address a reroute is not feasible, but we will discuss the best available option with you at that point.
How do I know the flowers were not left in the cold for too long in winter?
Our couriers use insulated carry bags for temperature-sensitive varieties including tulips, anemones and freesia. For deliveries in sub-zero conditions the courier logs the time between vehicle and building entrance. If you have concerns about a specific variety's condition on arrival, photograph the bouquet and send it through the chat with your order number.
Is the forty-eight hour post-delivery chat window enough time to report a problem?
For most issues yes — stem damage and petal condition are visible immediately on unpacking. The key step is to photograph the arrangement before removing packaging, since that image with its timestamp is what we use alongside the delivery record to assess the situation. If you need more time due to the order being a gift, mention it in the chat and we will note it on the record.
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