FAQs

If there are any questions concerning what our products contain feel free to contact us before purchase!

What are your Business Hours?

*Order Processing and Shipping*

Tuesday - Thursday 

How Long is the Shelf Life of Products?

Most products that contain water have a shelf life of 4-6 weeks depending on your location's climate and/or storage space. We suggest to store in a dark, cool place to increase longevity as our products do not contain preservatives. Keep sealed tightly and refrigerate if you do not have a cool, dark dry place to keep the. If the product has a rancid smell or any bacterial growths, it’s best to throw away and not take any chances! 

Most oil or butter based products have a shelf life of 6-12 months. These do not hold water inside of them, that will interfere with the formulated use of the product and shorten shelf life. Keep oil based products away from direct heat and sunlight.

All shelf life information for products are listed in product descriptions, if you are still unsure please contact us via email before purchasing.

What are the Returns, Exchanges and Refund Policies?

Please see "Policies" page for full descriptions.

Unfortunately we do not accept exchanges or returns. We will however refund  your money for the purchase. We offer refunds on a conditional basis and only if the product misbehaves due to a lack of oversight on our part-or damage of the product during creation. If you are unhappy with your product, please reach out! We’ll do our best to accommodate! 

Do you allow Order Cancellation?

Unfortunately, once an order is placed there is no way to cancel.

What are the Damaged Product Policies?

If product is damaged, open or broken. Please notify us immediately so that we can instruct on corrections, as much as we would like to-we cannot control all conditions, but we are determined to make your experience a positive one here at Urban!

 Be aware that our products DO contain ingredients that may or may not need refrigeration, please see description for product when purchasing. However, we have done everything we can to prevent any mishaps.

What is the Shipping Policy?

Once a product order is placed you will receive an immediate confirmation email. Tracking information will be automatically updated if you have chose the shipping option that includes tracking. Please allow 24-72 hours for your order to be fully processed. Once processed please allow 4-7 business days for an order to be shipped as it is being FRESHLY made with love and quality! We ship all of our continental US packages First Class Package.

All of our products are created using the small batch process, please be patient with us. We always make announcements when there are delays on our social media accounts!

Keep in mind Holiday Season and large sales will affect shipping, however emails will be sent out with specific information at that time.

We do not ship internationally.

What is the policy for Missing/Lost Packages?

Once a package is identified as delivered it usually means it was dropped at the correct location. If the package says ‘delivered’ but you have not received it, please file a claim with USPS.

 If you’re item has been deemed missing or lost but says ‘delivered’ we encourage you to file a claim. Please allow 14 business days for a claim to be founded or unfounded. 

We are NOT responsible for packages deemed undeliverable, etc. If a package is returned to us, it will not be shipped out again for an additional 2-3 business days and at the buyers expense. 

We will contact you if this occurs and send an invoice for the reshipping fee.

 

Again, for any questions or concerns Contact Us:

Email info@urbanglowcosmetics.org