FAQ

We proudly accept returns of all non-perishable, and non-living items within 30 days of purchase, unused, unopened, and in their original conditon and packaging.

Consumable goods, food/candy, and fresh flower products are final sale.

Live plants over $150 are subject to exchange within our buy back policy.

Live plant purchases under $150 are final sale.

Live shipped items received damaged or imperfect are subject to replacement based on Live Plant Shipping policies. Damages must be reported within 24 hours of delivery.

All sale/discounted items are final sale.

No price adjustments.

We understand that plants can be a big commitment, and finding the right one for your space can be a challenge. We want our customers to feel secure with their large plant purchases, which is why we offer a 50% purchase credit buy back policy for plants purchased at a minimum of $100 retail value. This policy applies to both commercial and personal hoime installations, as well as in-store purchases. Sale and discounted items do not apply. Plants must be in good living condition and will be accepted at the discretion of The Stem Shop based on return condition.

Deposits given for custom plant/planter orders for home and business installations are non-refundable.

In-store and online purchases of live plants are delivered bi-weekly within the Fraser Valley, and Greater Vancouver area. We are proud to offer a standard $20 delivery fee for all orders over $75.

You will be contacted via email shortly after your purchase to coordinate delivery date & time. Deliveries cannot be left at doorstep and must be handed off in person. If no one is available at specified delivery time, plants will be returned to shop for local pickup, or refunded for store credit, minus delivery fees & 20% return delivery fee.

Live plants, and all items ordered for local pickup, will be ready in 1-3 business days, unless otherwise specified. At this time local pickup is available Tuesday to Friday 12-4pm.

Local pickup is at our shop:

103-26956 Fraser Hwy.

Please note: We cannot hold plants. Plants not pickup up within one week will be automatically refunded to store credit.

All live plant orders outside of local pickup/delivery area will be shipped via Canada Post. Due to the delicate nature of live plant shipping, heat packs are used seasonally. Plants must be received/opened the same day as delivered, and damages reported within 24 hours. Orders not opened or picked up within 24 hours will not be at the responsibility of The Stem Shop. Fulfillment is seasonally weather dependant, and can range from 2-10 business days from purchase in order to optimize safe and efficient transport. Still have questions? Please reach out at hello@shopthestem.com!