Please use our contact us page to reach us by phone or email. If you live in or are visiting Chicago, please come visit our brick-and-mortar location Merz Apothecary in the Lincoln Square neighborhood and come say hi!
Where are you located?
Smallflower is a division of Merz Apothecary and we have been located in Chicago, IL since 1875. Our address is 4716 N. Lincoln Ave. Chicago, Il 60625. If you live in or are visiting Chicago, please come visit our brick-and-mortar location in the Lincoln Square neighborhood and come say hi!
What should I do if I forgot my password?
Go to the My Account icon in the upper right corner of the page. You will be prompted to login. Click on Forgot password? and follow the prompts. We will email your password to you (assuming you entered the same email address that you used to create your Smallflower account). Please add “smallflower.com” to your address book or to your trusted senders list in your email program to ensure our emails reach your inbox.
What are your shipping methods?
Please visit our Shipping Information page.
Can I place an international order?
Please visit our Shipping Information page to learn about international shipping options.
What is your return policy?
Please click here to see our return policy.
Do you have a loyalty program?
Yes! Check out our Apothecary Rewards page which includes its own FAQ which can answer all of your questions.
Do you have a subscription program?
Yes! Most products are available for purchase on subscription. Read our full subscription policy here.
Is Smallflower.com a secure website?
We realize that by shopping with us, you trust us with your personal information. We use industry-standard Secure Sockets Layer ("SSL") authentication to ensure the confidentiality of online purchases at Smallflower. This encryption standard helps protect third parties from intercepting your vital personal information. We will never display your full credit card number; only the last 4 digits for identification purposes. Our site is McAfee Certified as a safe place to shop and we are scanned on a daily basis. We feel confident that we provide a very strong level of security. Nevertheless, because we cannot control the potential unlawful activities of third parties, information is transmitted at your own risk.
Smallflower is committed to keeping your personal information private and secure. We collect information about you as part of the registration and ordering process. You may choose not to share this information with us, but that might result in an inability to use our services. Smallflower does not share your personal information with any third party other than those required to fulfill your order (e.g. merchant bank for credit card charging; UPS for order delivery). In such cases we disclose only enough information to perform the necessary services, and the third parties are prohibited from using or revealing your personal information for other purposes.
Smallflower may use your email address or phone number to contact you about your order if we have questions or problems. If you have not opted out of our email newsletter you may also receive that on occasion, but it will always contain an easy way for you to unsubscribe. Our goal is to give you only the information that you want.
What is Proposition 65?
We are required by law to Apply Proposition 65 labels to products containing certain chemicals, substances known to the State of California to cause birth defects or other reproductive harm. California law requires this warning to be given to customers in the State of California. For more information, visit www.P65Warnings.ca.gov.
What is Route and Green Package Protection?
Route's Green Package Protection is a package protection solution that helps cover your order in the event that your order gets lost, stolen, or damaged while in transit while also protecting the planet. We know how frustrating it is to have something happen to your order, so we’ve partnered with Route to offer added assurance that you’re supported, no matter what. Green Package Protection can be added during checkout.
Every time you add Green Package Protection to your order, Route donates to support an
agroforestry initiative that removes CO₂ from the air and promotes a flourishing ecosystem.
You can also utilize the Route App to visually track all of your online orders in one place and easily file a claim with their team. Whether you’re tracking via the Route App or online Route’s real-time shipping updates keep you in the loop throughout every part of your delivery. Haven’t downloaded the app yet? Download here
What is Carbon Neutral Shipping?
Route is covering the cost to neutralize shipping emissions when you add "Green Package Protection" at checkout. "Green Package Protection" Shipping includes package protection at the same cost as before, with the additional benefit that your shipment is carbon neutral. By adding Green Package Protection to your cart, you're automatically taking instant climate action – no donation required.
How does Green Package Protection/Carbon Neutral Shipping work?
Route has partnered with Patch, a carbon credit marketplace, to facilitate the purchase of carbon credits to neutralize your emissions. Carbon credits represent a certified unit of carbon removal or avoidance delivered by environmental projects that can be purchased to naturally remove carbon from the air. Patch is a high-integrity carbon removal project that is vetted and certified by organizations like Gold Standard, Verra, Climate Action Reserve, and The American Carbon Registry.
Where is My Order?
Once your order has been fulfilled by our team, a shipping confirmation with a tracking number will be emailed. You can download Route’s mobile app for iOS or Android to visually track your package and receive real-time notifications on its estimated delivery.
How Does Route Work?
If your Route-protected order ends up lost, damaged, or stolen, Route’s expert support team helps ensure that your order gets replaced or refunded as preferred. Claims will be reviewed for approval within 1-2 business days from filing.
Need to file a claim? File here
How Does Route Process Refunds or Reorders?
Refunds: When refunding an item, Route covers the subtotal, shipping, and taxes
In both cases, the Route Premium cost will not be refunded
Reorders: Route will reorder the items, depending on in-stock availability. Unavailable items will be refunded. Route will cover the cost of any reorders including shipping, taxes, and Route Shipping Protection
When Should I File a Claim?
Marked As Delivered (Stolen)
- Claims will be reviewed no earlier than 5 calendar days and no later than 15 calendar days from when it was marked delivered
- Please note, some order issues may require a police report to be filed
Stuck In Transit (Lost)
- For domestic orders, claims will be reviewed no earlier than 2 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 60 days from the order date
- For international orders, claims will be reviewed no earlier than 20 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 60 days from the order date
- Claims for damaged items require photos of the packaging and item(s) and must be filed no later than 15 calendar days from when it was marked delivered.
All of Route’s policies are listed here
What if My Order Never Arrives or is Stolen?
Route definitely helps cover these instances! To protect your order against loss or theft, add Green Package Protection at checkout.
If your order has not arrived, please file a claim with Route here.
What if My Order Arrives Damaged?
Route covers damage as well! To protect your order against damage that occurred during shipping, add Route Protect at checkout.
If your order has arrived to you damaged, please take photos of the item and the packaging it arrived in to include in your claim when filing.
You can file a claim with Route here.
If your order has defects or you suspect it was damaged during manufacturing, please reach out to us at (YOUR BRAND'S CONTACT INFO ) and we will be happy to work with you to remedy the situation.
How Do I File a Claim for my Lost, Damaged, or Stolen Order?
If you insured your order with Route at checkout, you will receive a confirmation email from Route with a link to file a shipping issue.
You can also file a shipping issue on Route’s app or via the web here. To file a claim, you will need your store order number OR Route ID number and the email address that was attached to the order.
Haven’t downloaded the app yet? Download here
What are Route’s Terms and Conditions?
Route’s terms and conditions are listed here: https://route.com/terms-and-conditions/
Is Route a Licensed Insurance Company?
Yes, Route is a licensed insurance company with SEG Insurance Ltd. as its partner.