Everything customers ask us most often, grouped so you can skip to what you need.
Orders & Payment
How do I know my order went through?
A confirmation email arrives within a few minutes of checkout, carrying your order number and a summary of what you bought. No email after fifteen minutes? Check your spam and promotions folders first, then write to us — occasionally a typo in the email field is the culprit.
Which payment methods work?
Major credit and debit cards, plus Apple Pay, Google Pay, and Shop Pay. Every logo we accept is displayed at checkout.
Is my card information safe?
Yes. Payments run through a PCI-compliant processor over an encrypted connection. Urbanvelle never sees or stores your full card number — we only receive a confirmation that payment cleared.
Can I add something to an order I already placed?
Not to an existing order, unfortunately. Place a second order and email us the two order numbers; if neither has shipped, we'll try to combine them into one parcel and refund any duplicated shipping.
Can I change my shipping address?
If we haven't packed it yet, yes. Email us immediately with your order number and the corrected address. Once a label prints, the destination is fixed in the carrier's system.
Do you take orders by phone?
No — Urbanvelle is an online-only store and we don't operate a phone line. Everything runs through the website and support@urbanvelle.store.
Shipping & Delivery
How long until it arrives?
Figure 1–2 business days to pack, then 4–8 business days in transit for standard delivery within the contiguous US. Alaska, Hawaii, and Puerto Rico take longer. Full breakdown on our Shipping Policy page.
Do you ship outside the United States?
Not currently. We ship only to US addresses at this time.
What does shipping cost?
It's calculated at checkout from your address and order weight, so you see the real number before paying. When a free-shipping promotion is live, it's applied automatically once your cart qualifies.
Where's my tracking number?
It's emailed the moment your label is created. You can also check status any time via our Track Order page.
Tracking hasn't moved in three days. Should I worry?
Usually not. Parcels can sit between sorting hubs without scanning. If nothing changes for five business days, email us and we'll open a carrier trace.
Tracking says delivered but I have nothing?
Check every drop spot, ask neighbors and household members, and pull up the carrier's proof-of-delivery scan. If it's genuinely missing, contact us within five business days of the delivery date so we can investigate while the carrier's claim window is still open.
Will everything come in one box?
Usually. Bigger orders sometimes split across parcels arriving on different days, each with its own tracking. You're never charged extra for that.
Products & Use
What exactly do you sell?
Wellness supplements and lifestyle products — currently including BRĒZ OG, Glyco Reset, Hormify, and Memopryl. Each product page carries its ingredient list, serving size, and directions.
Are these products approved by the FDA?
No, and no dietary supplement is. The FDA does not approve dietary supplements before they go to market. Our products are manufactured in facilities that follow current Good Manufacturing Practice regulations, but they have not been evaluated by the FDA and are not intended to diagnose, treat, cure, or prevent any disease.
Can you tell me whether a product is right for me?
We can explain what's on the label. We can't give health advice, and we won't pretend otherwise. Talk to a doctor, pharmacist, or another licensed provider before starting anything new — particularly if you take prescription medication, are pregnant or nursing, are managing a diagnosed condition, or are under 18.
How should I store these?
Somewhere cool, dry, and out of direct sun, with the cap sealed. Skip the bathroom cabinet — humidity is the enemy of capsules and powders. Keep everything away from children and pets.
Where do I find the expiration date?
Printed on the bottle or packaging, usually near the lot number on the base or back label.
When will I notice anything?
Depends entirely on the product, your body, and your routine, and we're not going to promise you a timeline. Follow the label directions and give it a fair run.
Can I take more than one of your products together?
Ask a healthcare professional. Combining supplements — or mixing them with prescriptions — is exactly the sort of question that needs someone who knows your medical history.
Is there an age requirement?
Our supplements are formulated for adults 18 and over. Some products, including hemp-derived items, are restricted to customers 21 and over and may require an adult signature on delivery.
Do you offer subscriptions?
Not at present. If auto-refills are something you'd want, tell us — customer requests genuinely shape what we build next.
Returns & Refunds
What's your return window?
30 days from delivery for unopened items with the seal intact.
Can I send back a bottle I've opened?
Generally no — opened supplements can't be resold or restocked. The exception is a product that was defective, expired, or wrong when it arrived, which we'll always make right.
How do I start a return?
Email: support@urbanvelle.store with your order number before shipping anything. We'll send written authorization and a return address. Packages that show up without authorization can't be credited.
Who pays for return postage?
You do for change-of-mind returns. We do whenever the fault was ours — damaged, defective, expired, or incorrect items.
How fast is the refund?
We approve it within 3 business days of inspecting your return, then your bank takes another 5–10 business days to post the credit.
My order arrived damaged. What now?
Email us within 7 days with your order number and photos of the item and the outer box. Replacement or full refund, your choice, and we cover the shipping.
Account & Privacy
Do I need an account to order?
No. Guest checkout works fine. An account just saves your details and order history for next time.
What do you do with my data?
We use it to process your order, ship it, support you, and — only if you've opted in — email you occasionally. We don't sell personal information. The Privacy Policy page spells out the details.
How do I stop your marketing emails?
Hit the unsubscribe link at the bottom of any marketing email, or write to us. It takes effect immediately, and it won't affect the transactional emails about your actual orders.
Can I have my data deleted?
Yes. Email us and we'll remove everything we aren't legally obliged to retain, such as tax and transaction records.
Still Stuck?
Write to support@urbanvelle.store with your order number if you have one. We reply within one business day, Monday to Friday.