I sent the keepsake box with plants for a friend who in the past 1 1/2 years has lost her brother, then a year later her sister, shortly after that her young adult son and just recently her mom. When it was delivered, she called to thank me, but stated it looked like it had just tipped over in the delivery car/truck. Plants and dirt had fallen out everywhere. When I contacted customer service, I was offered a 30% refund. I told them I didn't think that was fair and felt like she deserved a new arrangement, then I was offered a 50% refund. I was refunded only $35 which was not 50% Ramona