If your order doesn't meet your expectations, please click HERE to submit your claim, including pictures of the issue. Our Happiness Team will be in touch ASAP to help make things right!. A quick note on wine & partnership items:Wine orders are final

If your order doesn&apos;t meet your expectations, please click <a class="external-link" href="https://contact.gorgias.help/en-US/forms/n8a9006a">HERE</a> to submit your claim, including pictures of the issue. Our Happiness Team will be in touch ASAP to help make things right!A quick note on wine &amp; partnership items: Wine orders are final. Due to state and local laws, we&#x2019;re unable to make adjustments, change addresses, or cancel the wine portion of an order once it&#x2019;s placed. Other specialty items (Levain Cookies, Caviar, Brightland Olive Oil) fulfilled through our partners cannot be updated once placed, and all sales are final. If something arrives damaged or incorrect, please let us know so we can work with you to make things right.<div class="panel" style="background-color: #EAE6FF;border-color: #998DD9;border-width: 1px;"><div class="panelContent" style="background-color: #EAE6FF;">NOTE: Due to the nature of our product, resolutions depend on the timing of your claim. Under our terms, orders are final and non-refundable, except for damage reported within 72 hours of delivery (non-peonies) and within 5 days of delivery for peonies. Photos of the quality issue are required.</div></div>

My Order is Damaged or Has a Quality Issue

We prioritize on-time delivery. In case of inbound delays from our farms, we provide complimentary upgrades to higher-value items. Please check your inbox for order upgrade notifications from our customer service team. This may explain the variation

<div class="confluence-information-macro confluence-information-macro-note"><div class="confluence-information-macro-body">We prioritize on-time delivery. In case of inbound delays from our farms, we provide complimentary upgrades to higher-value items. Please check your inbox for order upgrade notifications from our customer service team. This may explain the variation in product.</div></div>We understand the importance of ensuring your order is accurate. If for any reason it appears your order is incorrect or missing items, please <a class="external-link" href="https://contact.gorgias.help/en-US/forms/n8a9006a">CLICK HERE</a> to submit a claim. A Happiness Team Member will be in touch to help ASAP.

My Order Had Incorrect or Missing Items

Each gift from UrbanStems comes with the option to send a personalized note. Our message cards are included in the white envelope labeled "For You" alongside a care card with instructions specific to your gift. Please check this envelope for the mess

Each gift from UrbanStems comes with the option to send a personalized note. Our message cards are included in the white envelope labeled &quot;For You&quot; alongside a care card with instructions specific to your gift. Please check this envelope for the message card.&#xA0;<ul>
<li>If your order was hand delivered it will have arrived in one of our signature branded totes. You can find the For You envelope by opening the front flap of the tote. The card will be safely tucked inside (pictured below).&#xA0;</li>
<li>If your delivery was shipped, your gift will come carefully packaged in one of our branded shipping boxes! The envelope containing your note will be tucked inside atop the cardboard flap. (pictured below).&#xA0;</li>
<li>If the sender did not choose to include a message, your envelope may come without a notecard. You are always welcome to reach out to us at <a class="external-link" href="mailto:care@urbanstems.com" rel="nofollow">care@urbanstems.com</a>&#xA0;with questions!</li>
</ul><img alt="image-20240126-210935.png" class="confluence-embedded-image image-center" src="https://hsfiles.gorgias.help/gm/help-centers/84137/attachment/673d5fdc-3bbd-4bc0-88b5-a5c3ce6dd911.png" width="628"><img alt="image-20240126-210956.png" class="confluence-embedded-image image-center" src="https://hsfiles.gorgias.help/gm/help-centers/84137/attachment/21ba9b54-8fdd-40d9-b988-c0652b91d2f9.png" width="633">

Where is My Note/Gift Message

Great news! All our bouquets are shipped without water. Our studies show that "wet-packed" flowers often degrade faster and risk mold during shipping. Our dry shipping method, combined with specialized hydration processes and packaging, keeps flowers

Great news! All our bouquets are shipped without water.Our studies show that &quot;wet-packed&quot; flowers often degrade faster and risk mold during shipping. Our dry shipping method, combined with specialized hydration processes and packaging, keeps flowers fresh for up to 48 hours. Upon arrival, trim at least 1 inch off the stems and place them in water for rehydration. Blooms should revive within 12 hours.If your flowers haven&#x2019;t perked up after rehydration, submit a quality issue claim <a class="external-link" href="https://contact.gorgias.help/en-US/forms/n8a9006a">HERE</a>.

Why Were My Flowers Shipped Without Water?

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