What to Do When Imported Flowers Arrive: Inspection, Hydration and Claims Checklist
Importing fresh flowers by air requires careful preparation before, during and immediately after arrival.
Fresh-cut flowers from Kenya and Ethiopia may spend several hours in refrigerated transport, airport storage, customs clearance and airfreight. Once the shipment reaches the destination airport, fast handling is essential to protect freshness, quality and vase life.
For flower importers, wholesalers, florists, hotels, supermarkets, wedding decorators and event companies, knowing what to do when imported flowers arrive can help prevent unnecessary losses.
At Lisa’s Flowers Export, we source and export wholesale fresh-cut flowers from professional farms in Kenya and Ethiopia. This guide explains how to inspect, hydrate and condition imported flowers and what evidence to collect if there is a quality or transport problem.
✈️ Prepare Before the Flower Shipment Arrives
Good flower handling begins before the aircraft lands.
The importer should make sure that the following arrangements are ready:
✅ A clearing agent or customs broker
✅ Import permits, where required
✅ Phytosanitary and commercial documents
✅ Airport collection arrangements
✅ Refrigerated or temperature-controlled transport
✅ A clean flower-processing area
✅ Clean buckets or containers
✅ Fresh water and professional flower food
✅ Trained staff available to receive the shipment
Delays at the destination airport can affect flower quality, especially in hot climates.
The importer should therefore monitor the flight and stay in contact with the freight forwarder or clearing agent.
📄 Documents to Check Before Collection
Fresh-flower shipments normally travel with several commercial and export documents.
Depending on the destination country, these may include:
📋 Commercial invoice
📦 Packing list
🌿 Phytosanitary certificate
✈️ Air waybill
🌍 Certificate of origin, when required
📑 Import permit or customs documentation
🧾 Other destination-specific certificates
The importer should check that:
- The consignee details are correct
- The destination airport is correct
- The number of boxes matches the paperwork
- The shipment weight matches the air waybill
- The listed products correspond with the order
Document errors can cause customs delays and additional airport charges.
⏱️ Collect the Flowers as Quickly as Possible
Fresh flowers should not remain at the airport longer than necessary.
After landing, the shipment may need to pass through:
🛃 Customs clearance
🌿 Plant-health inspection
📦 Cargo release
🚚 Collection by the importer or clearing agent
The importer should work with an experienced clearing agent who understands perishable goods.
Quick clearance helps to:
✅ Maintain the cold chain
✅ Reduce dehydration
✅ Protect flower quality
✅ Limit airport storage charges
✅ Improve vase life
✅ Reduce the risk of heat exposure
Flowers should ideally be transported from the airport in a refrigerated or cool vehicle.
📦 Inspect the Boxes Before Opening Them
Before opening the shipment, carefully inspect every box.
Look for:
❌ Crushed corners
❌ Wet or softened cardboard
❌ Torn boxes
❌ Opened seals
❌ Broken straps
❌ Incorrect labels
❌ Signs that the boxes were placed upside down
❌ Water damage
❌ Excessive heat or condensation
Take clear photographs before moving or opening damaged boxes.
Photographs should show:
📸 The complete box
📸 The airway-bill or shipment label
📸 The box number
📸 The damaged area
📸 The condition of the surrounding cargo, when relevant
This evidence can be important if the problem happened during airport handling or transportation.
🔢 Count the Boxes Before Leaving the Airport
Compare the physical shipment with the packing list and airway bill.
Check:
- Total number of boxes
- Box numbers
- Supplier or farm names
- Product descriptions
- Gross weight
- Missing or duplicated boxes
If a box is missing, inform the cargo handler, airline representative, freight forwarder or clearing agent immediately.
Do not wait until the shipment has reached your warehouse before reporting a missing box.
🌡️ Check the Flower Temperature
Temperature is one of the most important factors affecting flower quality.
If possible, use a suitable thermometer to check:
- The external box temperature
- The temperature inside selected boxes
- The temperature between the flower bunches
Flowers that feel unusually warm may have been exposed to heat during transportation or customs clearance.
Signs of temperature problems can include:
⚠️ Excessive condensation
⚠️ Soft stems
⚠️ Rapid opening of flower heads
⚠️ Wilted foliage
⚠️ Botrytis or fungal spotting
⚠️ A strong or unpleasant smell
Avoid leaving closed flower boxes in direct sunlight or inside a warm vehicle.
📸 Photograph the Shipment Before Processing
Before removing the flowers from the boxes, document the condition of the shipment.
Take photographs or short videos showing:
✅ Closed boxes
✅ Opened boxes
✅ Packing arrangement
✅ Bunch labels
✅ Flower varieties and colours
✅ Damaged flowers
✅ Shortages or incorrect products
✅ Temperature readings, where available
The evidence should be clear, dated and organised by box number.
For example:
- Box 1 – red roses, 50 cm
- Box 2 – white spray roses
- Box 3 – gypsophila
- Box 4 – chrysanthemums
This makes it easier to identify whether a problem affected one product, one farm, one box or the entire shipment.
🌹 Check the Flowers Against the Packing List
Open the boxes carefully and compare the contents with the confirmed order.
Check:
🔢 Number of bunches
🌹 Number of stems per bunch
🎨 Colours
📏 Stem lengths
🌸 Flower varieties
🏷️ Farm or product labels
📦 Packing style
Possible order discrepancies may include:
- Missing bunches
- Incorrect colours
- Wrong stem lengths
- Different varieties
- Incorrect bunch sizes
- Substituted flowers
- Damaged products
- Lower or higher quantities than listed
Minor differences can sometimes result from final farm grading or packing adjustments. However, significant discrepancies should be documented and reported.
🔍 What Quality Issues Should Importers Look For?
Imported flowers should be inspected for visible quality problems.
🌹 Bent Neck in Roses
Bent neck happens when the rose head bends below the flower.
This can be related to:
- Dehydration
- Blocked stem vessels
- Poor post-harvest handling
- Excessive time without water
- Temperature problems
Some roses may recover after proper recutting and hydration, while severely damaged stems may not.
🍂 Wilted or Soft Leaves
Wilted leaves can indicate dehydration or heat exposure.
Check whether the stems and flower heads also feel soft.
🌸 Bruised or Damaged Petals
Outer petals may protect the rose during transport and can sometimes be removed during conditioning.
However, extensive bruising, torn flower heads or crushed petals should be documented.
🦠 Botrytis and Fungal Damage
Botrytis can appear as:
- Brown spots
- Grey mould
- Soft petals
- Damaged flower heads
- Rapid flower deterioration
Moisture, condensation and temperature fluctuations can increase fungal risk.
Affected flowers should be separated from healthy products.
✂️ Broken or Crushed Stems
Broken stems can result from:
- Excessive pressure inside the box
- Rough cargo handling
- Crushed boxes
- Incorrect stacking
- Movement during transport
🎨 Incorrect Colour or Variety
Compare the flowers with the confirmed order and packing list.
Keep the product labels and photograph the flowers in natural light when possible.
📏 Incorrect Stem Length
Measure several stems from different bunches.
Stem length is generally measured from the bottom of the stem to the top of the flower head, although grading procedures can vary slightly between products and farms.
🌿 Separate Damaged Flowers From Healthy Flowers
Do not place damaged, mouldy or decaying flowers together with healthy stock.
Separate any flowers showing:
❌ Botrytis
❌ Rotten stems
❌ Strong unpleasant odours
❌ Excessive mould
❌ Severe crushing
❌ Diseased foliage
This helps prevent contamination from spreading during storage.
Keep damaged products and packaging available until the issue has been documented and discussed with the supplier or relevant transport company.
💧 How to Hydrate Imported Flowers
After inspection, flowers should be processed and hydrated as quickly as possible.
Step 1: Use Clean Equipment
Buckets, knives, cutters and processing tables should be thoroughly cleaned.
Dirty containers can contain bacteria that block flower stems and reduce vase life.
Step 2: Prepare Clean Water
Use clean, fresh water at an appropriate temperature for the flower type.
Add professional flower food or hydration solution according to the manufacturer’s instructions.
Do not add more product than recommended.
Step 3: Recut the Stems
Cut approximately 1 to 3 centimetres from the bottom of each stem using a clean, sharp knife or flower cutter.
A fresh cut helps reopen the stem and improves water uptake.
Avoid crushing the stems with blunt scissors.
Step 4: Remove Lower Leaves
Remove leaves that would sit below the water line.
Submerged foliage can encourage bacterial growth and contaminate the water.
Step 5: Place Flowers in Hydration Solution
Place the recut stems in clean water or hydration solution immediately.
Make sure that:
✅ The stems reach the water
✅ Buckets are not overcrowded
✅ Flower heads remain dry
✅ Different quality levels are separated
✅ Damaged leaves are removed
Step 6: Allow Time to Recover
Some flowers may appear slightly tired immediately after airfreight but recover after several hours of correct hydration and cool storage.
Do not judge the complete shipment only during the first few minutes after unpacking.
❄️ Condition Flowers in a Cool Environment
After recutting and hydration, place the flowers in a cool, clean and ventilated environment.
Avoid:
☀️ Direct sunlight
🔥 Warm storage rooms
🍌 Fruit and vegetables
💨 Strong drafts
🚪 Constantly opening cold-room doors
💦 Water directly on sensitive flower heads
Many fruits and vegetables produce ethylene gas, which can accelerate flower ageing.
Flowers should therefore be stored separately from produce whenever possible.
🌹 Special Handling Tips for Roses
When conditioning imported roses:
🌹 Remove only damaged outer petals
✂️ Recut the stems cleanly
💧 Place the stems immediately in hydration solution
❄️ Keep the roses in a cool environment
📦 Avoid overcrowding the buckets
🦠 Separate roses showing botrytis
Some roses are exported with protective outer petals, often called guard petals.
These petals may look darker or slightly damaged but help protect the internal flower during transport. They can be removed carefully before sale or use.
Avoid removing too many outer petals, as this can reduce the size and appearance of the rose head.
🌸 Special Handling Tips for Spray Roses
Spray roses have several flower heads on one stem and require careful handling.
Check for:
- Broken side branches
- Crushed buds
- Damaged flower heads
- Excessively open blooms
- Botrytis between tightly packed flowers
Do not compress spray roses too tightly in buckets.
Give the branches enough space to recover after unpacking.
🌿 Special Handling Tips for Gypsophila
Gypsophila can appear compressed when first removed from the box.
After unpacking:
✅ Recut the stems
✅ Place them in clean hydration solution
✅ Allow the branches to open naturally
✅ Keep the flower heads dry
✅ Avoid overcrowding
Gently separate the branches after hydration rather than pulling them apart while they are still dry.
🌼 Special Handling Tips for Chrysanthemums and Carnations
Chrysanthemums and carnations are generally robust flowers, but they still require proper hydration.
Check for:
- Broken flower heads
- Yellow leaves
- Stem damage
- Botrytis
- Incorrect maturity
- Dehydration
Remove damaged lower foliage and recut the stems before placing them in clean water.
📋 Create an Arrival Inspection Checklist
A standard checklist helps staff inspect every shipment consistently.
Flower Shipment Arrival Checklist
Before collection
☐ Confirm flight arrival
☐ Contact clearing agent
☐ Prepare import documentation
☐ Arrange suitable transport
☐ Prepare clean buckets and flower food
At the airport
☐ Count all boxes
☐ Check airway-bill details
☐ Inspect external box condition
☐ Photograph damaged boxes
☐ Report missing cargo immediately
At the warehouse
☐ Photograph boxes before opening
☐ Check flower temperature
☐ Compare products with packing list
☐ Count bunches and stems
☐ Check colours and stem lengths
☐ Inspect flower quality
☐ Separate damaged flowers
☐ Recut and hydrate flowers
☐ Store flowers in a cool environment
If there is a problem
☐ Keep labels and packaging
☐ Record affected box numbers
☐ Take clear photographs and videos
☐ Calculate affected quantities
☐ Inform the supplier immediately
☐ Follow the agreed claims procedure
⚠️ What to Do If the Flowers Are Damaged
If there is a problem, contact the supplier as soon as possible.
Provide clear information, including:
📦 Box number
🌸 Flower type and variety
🎨 Colour
📏 Stem length
🔢 Number of affected stems or bunches
📸 Photographs and videos
🌡️ Temperature information, if available
🛃 Customs or cargo-handling observations
📋 Copy of the packing list
✈️ Airway-bill details
Avoid sending only a general message such as:
“The flowers are bad.”
Instead, provide specific details, for example:
“Box number 4 contained 20 bunches of 50 cm white roses. Eight bunches showed crushed flower heads and wet packaging immediately after opening.”
Specific evidence makes it easier to investigate the cause.
📸 What Photographs Are Needed for a Flower Claim?
Useful claim photographs include:
- The closed box
- The shipping label
- The box number
- External box damage
- The flower arrangement inside the box
- The complete affected bunch
- Close-up images of the damage
- The bunch label
- A count of affected stems
- Temperature readings, if available
Take photographs before throwing away packaging or processing all affected flowers.
📝 Report Problems Quickly
Flower claims should be reported immediately or within the timeframe agreed with the supplier.
Fresh flowers are perishable products. Waiting several days can make it difficult to determine whether the issue resulted from:
- Farm quality
- Packing
- Airfreight
- Airport handling
- Customs delays
- Heat exposure
- Local transport
- Incorrect storage
- Poor hydration after arrival
The importer should check the agreed sales terms and claims procedure before confirming an order.
🔎 Farm Quality Problem or Transport Damage?
Not every flower problem has the same cause.
Possible Farm or Packing Issues
- Incorrect variety
- Incorrect colour
- Wrong stem length
- Missing bunches
- Poor grading
- Disease visible immediately after opening
- Incorrect packing quantities
Possible Airline or Cargo-Handling Issues
- Crushed boxes
- Torn cartons
- Missing cargo
- Wet packaging
- Heat exposure
- Boxes placed upside down
- Long airport delays
Possible Destination-Handling Issues
- Delayed customs clearance
- Warm transportation
- Dirty buckets
- No stem recutting
- Incorrect flower-food dosage
- Flowers left without water
- Storage near fruit
- Poor cold-room conditions
A detailed inspection helps identify where the problem may have occurred.
💰 How Flower Claims Are Evaluated
A reported problem does not automatically mean that the complete shipment has no value.
Claims may be evaluated according to:
- Number of affected stems
- Number of affected bunches
- Severity of the damage
- Possibility of recovery after hydration
- Whether the flowers can still be sold
- Photographic evidence
- Packing and transport condition
- Agreed delivery terms
- Supplier claims policy
- Airline or freight-forwarder responsibility
For example, a shipment may contain 5,000 stems while 300 stems are affected.
The claim would normally focus on the documented affected quantity rather than the complete shipment, unless the problem affects all flowers.
📑 Understand the Agreed Delivery Terms
Responsibility for a shipment depends partly on the agreed delivery terms.
Flower orders may be sold under terms such as:
✈️ FOB airport
📦 C&F or CFR destination airport
🚚 Other specifically agreed delivery arrangements
Under FOB airport terms, responsibility may transfer once the flowers are handed over for airfreight at the departure airport, depending on the agreed contract.
Under a freight-inclusive arrangement, the exporter may coordinate the airfreight, but the buyer normally remains responsible for customs clearance, import procedures and local collection unless otherwise agreed.
The exact responsibilities should always be confirmed before payment and shipment.
🧼 Maintain Hygiene During Flower Processing
Cleanliness has a direct impact on vase life.
Use:
✅ Clean buckets
✅ Clean water
✅ Disinfected processing tables
✅ Sharp, clean cutters
✅ Correctly measured flower food
✅ Regular water changes
Avoid:
❌ Reusing dirty water
❌ Leaving plant material inside buckets
❌ Mixing healthy flowers with decaying flowers
❌ Using blunt tools
❌ Overfilling buckets
❌ Allowing leaves to remain underwater
Bacteria can multiply quickly and prevent flower stems from absorbing water.
🏪 Prepare Flowers for Sale or Event Use
After hydration and conditioning, flowers can be prepared for their final market.
Depending on the business, this may include:
🌹 Wholesale distribution
💐 Florist preparation
💒 Wedding and event decoration
🏨 Hotel flower arrangements
🛒 Supermarket bunches
🌸 Retail flower-shop sales
Before distribution, inspect the flowers again.
Check that:
- The stems are hydrated
- The flowers have regained firmness
- Damaged petals have been removed
- Bunches are correctly labelled
- Flowers are stored at a suitable temperature
- Products are ready for transport or resale
📉 Common Mistakes That Reduce Flower Vase Life
Avoid these frequent mistakes:
❌ Leaving boxes unopened for too long
❌ Delaying airport clearance
❌ Transporting flowers in a hot vehicle
❌ Using dirty buckets
❌ Failing to recut the stems
❌ Placing foliage below the water line
❌ Using too much or too little flower food
❌ Storing flowers near fruit
❌ Keeping flowers in direct sunlight
❌ Ignoring damaged or mouldy flowers
❌ Reporting problems without photographs
Good handling after arrival is just as important as correct harvesting and packing at the farm.
🌍 Import Fresh Flowers From Kenya and Ethiopia
Lisa’s Flowers Export sources wholesale fresh-cut flowers from reliable farms in Kenya and Ethiopia.
Our flower assortment includes:
🌹 Standard roses
🌸 Spray roses
🤍 Gypsophila
🌼 Chrysanthemums
🌺 Carnations
🌷 Alstroemeria
🌻 Summer flowers
💐 Seasonal and mixed varieties
We supply:
✅ Flower importers
✅ Wholesalers
✅ Florists and flower shops
✅ Wedding decorators
✅ Event companies
✅ Hotels and restaurants
✅ Supermarkets
✅ Flower distributors
We assist buyers with:
🌸 Flower sourcing
🎨 Variety and colour selection
📏 Stem-length selection
📦 Export packing
✈️ Airfreight coordination
📋 Export documents
🌍 Shipment consolidation
💬 Clear order communication
Availability and prices depend on the season, farm production and destination.
📲 Request Current Flower Availability
Would you like to import fresh-cut flowers from Kenya or Ethiopia?
Send us:
🌍 Destination country and airport
🌸 Required flower types
🎨 Preferred colours
📏 Stem lengths
🔢 Approximate quantities
📅 Requested arrival date
🌐 Website: www.lisasflowersexport.com
📧 Email: info@lisasflowersexport.com
📱 WhatsApp: +254 755 855 955
Contact Lisa’s Flowers Export for current wholesale flower availability, prices and export information.
Frequently Asked Questions
What should I do first when imported flowers arrive?
Inspect and photograph the boxes before opening them. Count the boxes, compare them with the airway bill and packing list, and report any missing or damaged cargo immediately.
Should imported flowers be placed in water immediately?
After inspection and documentation, the stems should be recut and placed in clean water or professional hydration solution as quickly as possible.
How long do imported flowers need to hydrate?
The recovery period depends on the flower variety, transport time and condition. Many flowers benefit from several hours of hydration in a cool environment before being sold or used.
What should I photograph if flowers arrive damaged?
Photograph the closed box, shipping label, box number, packaging, complete bunches, close-up damage and the total affected quantity.
Can wilted roses recover after airfreight?
Some mildly dehydrated roses may recover after correct stem recutting, hydration and cool storage. Severely damaged, diseased or broken flowers may not recover.
Who is responsible if flower boxes are crushed during transport?
Responsibility depends on where the damage occurred and the agreed delivery terms. External box damage should be reported immediately to the cargo handler, freight forwarder, airline and supplier.
Should I throw away damaged flowers immediately?
Document the damage first. Keep the packaging, labels and affected products until the supplier or claims handler has received the required evidence.
Can imported flowers be stored with fruit?
No. Many fruits release ethylene gas, which can accelerate flower ageing and reduce vase life.