Questions about an order, a product, or something that didn't go the way it should have? Send us a message. A real person on our team reads every email that comes
Email: support@urbanvelle.store
Email is the fastest and only way to reach our support desk. We don't run a call center, which means the person answering you has time to actually look into your order rather than read from a script.
When You'll Hear Back
We answer most emails within one business day, Monday through Friday. Messages that land on a Saturday, Sunday, or a US public holiday go into the queue for the next working day.
If your question involves tracking down a package with a carrier or coordinating a replacement, it may take us a little longer — but we'll always reply to let you know we're on it rather than leaving you waiting in silence.
Help Us Help You Faster
When you write in about an existing order, include:
- Your order number (it starts with a # and appears in your confirmation email)
- The email address you used at checkout
- A short description of what's happening
- Photos, if the issue is something we need to see
Order numbers save us the back-and-forth of hunting through records, and photos let us approve replacements on the spot instead of asking follow-up questions.
Where We're Based
Urbanvelle
Address: 12802 N 44th Ave Glendale, AZ 85304 United States
This is our business and correspondence address. Urbanvelle operates entirely online — there's no shop floor, no walk-in counter, and no pickup window. Please don't send returns here without contacting us first; unauthorized packages sent to this address can't be processed or credited.
Checking on a Shipment
Every order gets a tracking link by email once it leaves our fulfillment partner. You can also look up current status any time on our Track Order page. If tracking hasn't updated in several days, write to us and we'll open an inquiry with the carrier.
Something Arrived Wrong
Damaged bottle? Broken seal? Product you didn't order? Email us within 7 days of delivery with your order number and a photo of what you received, including the outer packaging. We'll sort out a replacement or a refund — no interrogation required. Full details live on our Return & Refund Policy page.
Product Questions Before You Buy
Happy to answer what we can about ingredients, serving sizes, and label details. What we can't do is tell you whether a product is right for your body — that's a conversation for you and a licensed healthcare provider, especially if you take prescription medication, are pregnant or nursing, or manage an ongoing health condition.
Business, Wholesale & Media
For partnership proposals, bulk inquiries, or press questions, email the same address with "Business" in the subject line and it'll be routed to the right person.
Tell Us What You Think
Praise is nice. Complaints are more useful. If our checkout confused you, a shipment ran late, or there's a product you wish we carried, we'd like to hear it. Feedback from customers is the main reason our store looks different this year than it did last year.
Business Address:
Urbanvelle
Email: support@urbanvelle.store
Address: 12802 N 44th Ave Glendale, AZ 85304 United States