Here's exactly how orders move from our warehouse to your door — timelines, costs, and what happens when something goes sideways.
Where We Ship
Urbanvelle currently ships to addresses within the United States, including Alaska, Hawaii, and Puerto Rico. We are not accepting international orders at this time.
We're unable to deliver to freight forwarders, and we can't ship to certain US destinations where state or local rules restrict the sale of specific product categories. If your address falls into one of those areas, our checkout will flag it or we'll email you and issue a full refund before charging you for shipping.
Order Handling
Orders are picked, packed, and handed to a carrier within 1 to 2 business days of purchase. That window covers payment verification and a quick check that the right products and quantities are in the box.
Business days run Monday through Friday, excluding US public holidays. An order placed Friday evening begins processing the following Monday. During launch weeks and major promotions, handling can stretch by an extra day — we post a notice on the site when that happens.
Delivery Estimates
Once your parcel is with the carrier, expect:
| Service | Estimated Transit |
|---|---|
| Standard (contiguous US) | 4 – 8 business days |
| Expedited (where offered) | 2 – 4 business days |
| Alaska, Hawaii & Puerto Rico | 7 – 14 business days |
These figures are estimates provided by our carriers, not guarantees. Actual delivery depends on your distance from our fulfillment center, local route volume, and conditions on the ground.
Shipping Rates
Shipping is calculated at checkout based on your destination and order weight — you'll see the exact figure before you pay. We don't add handling surcharges or "insurance" fees after the fact.
When a free shipping threshold or promotion is running, it's stated plainly on the site and applies automatically once your cart qualifies. Discount codes don't stack with free-shipping promotions unless we say otherwise.
Tracking Your Parcel
A tracking number reaches your inbox the moment a shipping label is generated. A few things worth knowing:
- Carriers often take 24 to 48 hours to register the first scan. A tracking page showing "label created" the day after you order is normal, not a red flag.
- Status updates can pause for a day or two while a parcel sits on a truck between sorting hubs. Movement usually resumes on its own.
- If tracking hasn't budged for five business days, email us. We'll file a trace with the carrier and keep you posted.
Check your promotions and spam folders if the shipping email hasn't appeared — automated notifications sometimes get filtered.
Address Accuracy
We ship to the address exactly as you enter it. Please double-check your apartment number, unit, and ZIP code before submitting. Once a label prints, the destination is locked in the carrier's system.
If a parcel comes back to us because the address was wrong, incomplete, or went unclaimed at a pickup point, we'll contact you to confirm the correct details. We'll refund the product value, or reship at your request with shipping charged again — the original outbound cost isn't recoverable.
Changing or Canceling After Checkout
Write to support@urbanvelle.store as soon as you spot a mistake. If your order hasn't been packed yet, we can usually update the address or cancel it outright. Once it's labeled and scanned by the carrier, our hands are tied and you'll need to go through the returns process instead.
Multiple Parcels
Larger orders occasionally ship in more than one box, sometimes from different facilities and arriving on different days. You'll get separate tracking for each. Nothing extra is charged for a split shipment.
Tracking Says Delivered, but Nothing's There
It happens more than you'd think, and it usually resolves. Before writing to us, please:
- Check every drop point — porch, side gate, garage, mailroom, building lobby,behind planters
- Ask household members and immediate neighbors whether they took it in
- Look up the carrier's proof-of-delivery scan, which often includes a GPS pin or photo
Still nothing? Email us within 5 business days of the marked delivery date and we'll investigate with the carrier. Reports filed after that window are much harder to resolve, because carriers close their own claim periods quickly.
Lost or Badly Delayed Shipments
A parcel with no carrier movement for 10 business days or more is treated as potentially lost. Email us and we'll open a formal trace. Once the carrier confirms the loss — or the trace times out — we'll send a replacement or refund you in full, whichever you prefer.
We can't control what happens between the carrier's hands and your door, but resolving it is still our job, and we take that seriously.
Delays Outside Our Control
Severe weather, wildfires, carrier network outages, labor actions, and peak holiday volume can all push deliveries past estimate. These aren't grounds for a shipping refund, but we'll pass along whatever information the carrier gives us and help you chase it down.
Temperature-Sensitive Items
Capsules and beverages travel well, but summer heat in transit can occasionally affect appearance — softened gel caps or minor discoloration, for instance. This doesn't indicate a safety problem. If anything about your product looks genuinely wrong, send us a photo and we'll replace it.
Age-Restricted Products
Certain items in our range are sold only to adults 21 and over and may require an adult signature at delivery. If a carrier can't complete an age-verified handoff after its standard attempts, the parcel returns to us and we'll refund the product value less shipping.
Returns
Our full returns process, including the eligibility window and who covers return postage, is on the Return & Refund Policy page.
Questions we haven't covered here? support@urbanvelle.store