FAQs

FAQs

General information

How do I place an order?
You can place an order online via our secure shopping cart system or by calling us at 412-221-0579 between 8:00 a.m. and 6:00 p.m. EST.

Product Information

Are these real flowers?

Yes indeed. Real orchids and hydrangeas are preserved using a proprietary process where layers of resin are carefully applied to the flower. This method, which takes several days, locks in the natural beauty of the flower and prevents fading.

How long does the jewelry last?
With proper care, your Stem real flower jewelry will last a lifetime. Like most any jewelry, dropping the piece on a hard surface, stepping on it, etc., may result in breakage.

What types of orchids are available as jewelry?
There are thousands of different species of orchids grown every year. The Stem real flower jewelry collection features the most popular, affordable and available flowers that can be preserved. Some species bloom only once a year, while others are available year round. To keep up to date on new arrivals, please sign up here (link) for exclusive offers and news or follow us on Facebook.

Shipping

How will you ship my order?
We use FedEx Ground and the U.S. Postal Service to ship orders. Once your order ships, we will send you an e-mail confirming the ship date, tracking information and any other pertinent details.

Do you provide overnight shipping?
Yes, we can ship your order overnight if you need it right away. To choose overnight shipping, select this option in your shopping cart. The fees for overnight shipping will appear in the total.

Orders for overnight shipping must be placed by 4:00 EST.

How long does it take for an order to ship?
Most shipments are sent within 48 hours for orders placed Monday-Friday (8:00 – 5:00 p.m. EST).

Unless specified, we will select either FedEx Ground or First Class mail by the U.S. Postal Service to ship your order.

Transit times for FedEx Ground average between one to five days within the continental United States. Click here for a map showing transit times.

Transit times for First Class mail are three days at the most.

What are your shipping charges?
We select shipping carriers based on reliability and price. The rate charged for the shipping of your order is based on the weight of your order and the destination. Final shipping charges will be shown during the check out process.

To determine shipping charges, simply pick the shipping option you wish and it will appear in the shopping cart.

Do you ship outside the U.S.?
Yes, we can ship Stem real flower jewelry outside of the U.S. For most international shipments, we use the U.S. Postal Service for shipping.

Do you provide free shipping?
Occasionally, we offer free shipping specials. To find out about exclusive offers, free shipping and other news, sign up for our newsletter or follow us on Facebook.

How can I track my package?
Once your order ships, we will automatically send you an e-mail with shipping information. Additionally, you can sign in to your account and track your shipment.

My shipment arrived damaged, now what do I do?

The first step is to keep all of the packaging. Second, call us at 412-221-0579 or send us an e-mail at info@shopstem.com.

We will replace the damaged item and ship you a new piece free of charge.

All damages must be reported within five days in order to comply with the FedEx Ground and the U.S. Postal Service’s policy on reporting damages.

Returns & Cancellations

Can I cancel an order?
If you need to cancel or make a change to your order, please call us immediately at 412-221-0579. While we love e-mail, your order may ship before we can respond to your e-mail. We cannot cancel an order once it has shipped.

Can I return a piece of jewelry?
At Stem, we want you to completely love your jewelry. If, for any reason, you are not satisfied with your purchase, you can return the item to us in its original condition within 30 days of receipt.

How do I return an item?
Returns are easy. Simply, send us an e-mail (info@shopstem.com) with your original order number, item to be returned and we will issue you a return authorization number to be included with your return shipment.

Returned items should be unused and should be returned in its original packaging with a copy of your original invoice and the return authorization number noted on the invoice.

Given the fragile nature of our products, we recommend that you ship your return in the original packaging and declare the appropriate value when shipping with FedEx, UPS or U.S. Postal Service. If you do not declare a value and the item is damaged in shipping, the shipping carrier may not refund the full amount of your purchase.

Will you refund my money or issue me a credit?
We will refund the entire purchase price of your order, including taxes where applicable. We will only refund shipping and handling fees if the return is a result of a mistake on our part.

Returns will be credited via the original form of payment, two to three weeks after the return order is received, if returned within 30 days.

Payment

Do you charge sales tax?
Stem will charge a sales tax of 6% for orders shipped within Pennsylvania.

Gifts

This is a gift. Do you provide gift wrapping?

When you check out, please check the appropriate box for gift wrap, which costs an additional fee of $6. We will wrap your selection in a hand hammered traditional aluminum box from Indonesia with decorative hand pressed paper.

In addition, we will provide a handwritten gift card that you can personalize when you check out.

Wholesale

Do you wholesale Stem products?

Yes, we do. If you are interested in selling Stem Real Flower Jewelry in your store, please call us at 412-221-0579 or e-mail us at info@shopstem.com to discuss wholesale opportunities.