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Returns & Customer Support

Return Policy // 

If for any reason you are not completely satisfied with your purchase, we will accept returns on our products within 30 days of receipt. Contact our Customer Service team via the form below to initiate a return authorization. You are responsible for shipping the product back to us. We will credit your account within 10 days of receiving the product in our warehouse, less a deduction for the price of outbound shipping (if applicable). You must initiate shipment within 14 days of receipt of the RMA#.

Damaged Items //

If your item arrives damaged or with parts missing, please contact our Customer Service Team using the form below. We will arrange a prompt replacement of the item. We may request that you provide photos of any damaged product, along with the product packaging.

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Frequently asked questions

FAQs for Urbz® Planters

My Urbz® Planter is not sticking to my window. Please help!

Make sure that you remove the window attachment from the Urbz® Planter before attaching it to the window. The window attachment needs to be pressed firmly onto the window (or other smooth, non-porous surface) in order to adhere properly. View images and other FAQs here.

FAQs for Mushlume UFO®

Help! My dinoflagellates are not lighting up.

Remember, the dinoflagellates in the Mushlume UFO™ will only bioluminesce during nighttime hours, in the dark while in motion (swirling). The dinos will not light up during the daytime hours, even in a dark room.

Urbz guarantees that your dinoflagellates will arrive alive and healthy. If the dinos are not alive upon arrival, we will issue a replacement order, free of charge. Please contact us immediately with your order number, and we will process the new dino shipment right away.

View more FAQs for Mushlume UFO here.

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