We're all about sending you the freshest, most beautiful plants and flowers. But, we get it - sometimes things don't go as planned. When that happens, we're here to make it right. 

If your order has a broken vase, damaged pot, cracked candle or any other quality issue please shoot a message over to our Happiness Team at care@urbanstems.com. You can also give us a call at 855-614-2779 or live chat with our team using the chat widget at the bottom left side of our website. Please include your order number and let us know which item was broken. Our team will work with you to find a solution.

Please note: The resolutions available will vary depending on when you reach out -- according to our terms and conditions, all orders are final and non-refundable except in the case of damaged products. If your order has a quality issue, you must report the issue within 48 hours of delivery with photos demonstrating the damage to receive a refund. Otherwise, we'll be happy to replace the bouquet or issue UrbanStems account credits that can be used for future purchases.