My Order has a Quality Issue
My flowers arrived damaged or don't look right — what should I do?
If there's a quality issue, we'll make it right — just let us know within 3 days of delivery. First, a quick check. Our bouquets ship dry on purpose, which means a fresh bouquet can look a little tired right out of the box. After trimming the stems a
My order has missing or incorrect items
First, a quick check. Did you receive an email from us about an upgrade or substitution? Occasionally, a specific flower variety doesn't make the harvest, and when that happens, we swap in an alternative of equal or greater value and email you to let
Where is My Note/Gift Message
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
Why Were My Flowers Shipped Without Water?
No water in the box is intentional — not a mistake. Our bouquets ship dry on purpose, and your flowers are designed to bounce back with a quick rehydration once they arrive. Why we ship dry: Flowers shipped in water often degrade faster and can devel