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Have a question? Our FAQs may be able to help! If your question is not listed, please contact one of our knowledgeable staff members via our contact form, and we will get back to you as soon as possible.

How do I make sure that the size of an Urbilis product is right for my space?

Dimensions are included in all of our product descriptions, so we recommend selecting a space for your item prior to purchasing, and measuring out the space to make sure that it fits the way you want. This will allow you to get the perfect size the first time and take the guessing out of your purchase!

Do your products come with the plants shown in the pictures?

Several of our terrariums come fully assembled with the plants included, and a few products include seeds and soil-less growing medium. However, at this time, we only offer the product itself in most categories. To stay up-to-date on new products and styles, be sure to sign up for newsletter on the home page!

Will my order be taxed?

Not usually! We are located in Rhode Island, so we are required by law to charge tax on all orders going to a Rhode Island shipping address. All other orders will not be taxed.

Do you offer a trade discount?

Urbilis does offer a discount to the trade! We have a standard 10% discount that we are happy to offer any commercial customer. We can also consider a custom quote depending on the products and quantity you are interested in purchasing from us. Please visit our contact us page to get in touch with us for more details.

How long will it take for my product to ship?

Most orders are fulfilled within 3-5 business days, unless otherwise noted in the product description. You will receive two confirmation emails, one confirming that your order has been received, and another confirming that your order has shipped. From the date your order ships, items take approximately 3-7 business days to arrive. Many Urbilis products ship directly from our suppliers, and are commonly shipped via FedEx, UPS, or USPS. Tracking information is included in your shipping confirmation email, and will alert you to the specific carrier.

Can I request rush shipping for my order?

If you require expedited shipping, please contact us with your order details and your desired delivery date. We will do our best to accommodate your request.

Can I request a specific delivery date?

If you require an exact delivery date or wish to postpone your delivery, please contact us with your order details and timeline. We will do our best to accommodate your request. Please note, if you need to postpone your delivery date beyond one week, warehouse storage fees may apply.

What does it mean when I am told my order is awaiting fulfillment, partially shipped, shipped, or refunded?

When you place an order with us, you will receive email updates with the status of your order.

  • Awaiting Fulfillment: This means we've received your order and are in the process of fulfilling it. 
  • Partially Shipped: For orders with multiple products, sometimes one product ships before another. This is just alerting you that part of your order has been shipped but other items are still awaiting fulfillment.
  • Shipped: All items in your order have been shipped and are on their way!
  • Refunded: This means we have refunded you for your order. Please allow 24-48 hours for funds to show up in your account.

How is my shipping cost calculated?

Shipping is calculated according to the weight of the product. You can find the cost of your shipment in the area entitled "Get Shipping Estimates" in the Shopping Cart, or by referencing the chart on our Shipping page. If you have any specific concerns, please feel free to contact us.

What is your return/exchange policy?

We at Urbilis hold customer care to an exceptionally high standard. If you are not completely satisfied with your purchase, please contact us. We guarantee a prompt response to your questions or concerns.

In the event you wish to request return or exchange, please review our Customer Care page for our full policy.

Refunds are provided with considerations to the original outbound shipping costs as well as the restocking fee, if applicable. Customers are responsible for the original outbound shipping costs even if the cost was included in the product price i.e. free shipping or subsidized shipping.

Which types of plants work best with my Urbilis products?

Our products vary in size, form and function, so each style will work best with different types of plants. For many of our planters, succulents and cacti are the perfect pairing.For individual product suggestions, check out our 'Urbilis Tips' on the product pages. If you still have questions, feel free to contact us.

What are some ways to keep my plant healthy and thriving?

Every type of plant has its own set of needs, but some are universal. For the soil, a high quality, spongy and water-absorbent soil is best, which you can usually purchase at your closest Home Depot or local gardening store.  Use filtered water when watering your indoor plants to eliminate chemicals that might inhibit the growth of your plant. Place your plant in a well-lit area, occasionally rotating the planter to prevent your plant from growing in just one direction. Become familiar with the specific needs of your plant and you will be growing beautiful blooms in no time!

I have bad luck with plants, but I love how they look in a space. Which kinds of plants are easiest to take care of?

We recommend cacti or succulents, jade, string of pearls, kalanchoe, agave, aloe, euphorbias, or bromeliads. Many of our planters are the perfect size for these smaller, water-wise plants, so simply choose your favorite and worry less about watering!

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