FAQ
General
Q: How can I become a wholesale customer?
A: If you're interested in carrying Urban Naturals products in your retail store, please complete our Wholesale Inquiry form. Our team will review your submission and typically respond within 5 to 7 business days.
Q: Are your products cruelty-free?
A: Yes. Urban Naturals is proudly cruelty-free and does not test any of our products on animals.
Q: Where are your products made?
A: Our home fragrance products are proudly made in the USA using premium fragrance oils and carefully selected ingredients.
Q: Are your products vegan?
A: Yes. Our home fragrance products are vegan-friendly and are not made with animal-derived ingredients.
Q: Are your products safe for pets?
A: Our products are intended for home fragrance use. We recommend placing diffusers and fragrance products in well-ventilated areas and keeping them out of reach of children and pets.
Ordering & Payment
Q: How quickly will my order ship?
A: Most orders are processed within 1 business day (excluding weekends and holidays). Once your order ships, you'll receive a shipping confirmation email with tracking information.
Q: What payment methods do you accept?
A: We accept Visa, Mastercard, American Express, Discover, PayPal, Shop Pay, Apple Pay, Google Pay, Amazon Pay, and other payment methods available during checkout.
Q: Why isn't my discount code working?
A: Discount codes may expire, have minimum purchase requirements, exclude certain products, or be limited to one use per customer. Only one discount code may be applied per order unless otherwise stated.
Q: Can I change or cancel my order?
A: We begin processing orders quickly. If you need to make a change or cancel your order, please contact us through Shopify Inbox as soon as possible. While we can't guarantee changes after an order has been placed, we'll do our best to help.
Q: Do you offer gift cards?
A: Yes. Electronic gift cards are available for purchase and make a thoughtful gift for any occasion.
Q: What if a product is out of stock?
A: Many of our popular fragrances are restocked regularly. If an item is unavailable, contact us through Shopify Inbox and we'll be happy to let you know if it's expected back in stock or recommend a similar fragrance.
Shipping & Delivery
Q: Where do you ship?
A: At this time, we only ship within the United States.
Q: How long does shipping take?
A: Delivery times vary depending on your location and the shipping method selected at checkout. Once your order ships, you'll receive tracking information by email.
Q: Do you ship to P.O. Boxes?
A: At this time, we are unable to ship to P.O. Boxes.
Q: My package says "Delivered," but I can't find it. What should I do?
A: Please check around your property, with household members, neighbors, or your local carrier. If you're still unable to locate your package, contact us through Shopify Inbox and we'll be happy to help.
Returns & Refunds
Q: What is your return policy?
A: We offer a 30-day return period for purchases made directly through UrbanNaturalsUSA.com. Visit our Return Center to submit your request, and we'll review it promptly.
Q: What if I don't like the fragrance?
A: We understand that fragrance is a personal preference. If you're not completely satisfied, submit a request through our Return Center. We'll review your request and do our best to make it right.
Q: My order arrived damaged or incorrect. What should I do?
A: Please submit a request through our Return Center as soon as possible and include photos of the item, product packaging, and shipping box so we can resolve the issue quickly.
My Account
Q: How do I update my account information?
A: Sign in to your account to update your contact information, billing address, shipping address, and password at any time.
Q: Is my payment information secure?
A: Yes. Our website uses secure encryption and trusted payment providers to help protect your personal information during checkout.
Reed Diffusers
Q: What is a reed diffuser?
A: A reed diffuser is a flame-free way to continuously fragrance your home using natural rattan reeds that absorb and disperse scented oil into the air.
Q: How do I use my reed diffuser?
A: Remove the stopper, insert the reeds into the bottle, and allow 24 to 48 hours for the fragrance to begin diffusing. Flip the reeds every week or as needed for a stronger scent.
Q: How can I make my diffuser last longer?
A: Place your diffuser away from direct sunlight, heating vents, open windows, and fans. Flip the reeds only when needed, as frequent flipping will use the fragrance oil more quickly.
Q: How long will my diffuser last?
A: Most Urban Naturals reed diffusers last approximately 90 to 120 days, depending on room temperature, humidity, airflow, and how often the reeds are flipped.
Q: Do you sell diffuser refills?
A: Yes. We offer diffuser oil refills in many of our most popular fragrances, making it easy to reuse your favorite diffuser bottle.
Q: Can I use your diffuser oils in an electric diffuser?
A: Our diffuser oils are specially formulated for reed diffusers and are not recommended for ultrasonic or water-based electric diffusers unless the product specifically states otherwise.
Q: Why does my diffuser seem weaker over time?
A: This is commonly caused by fragrance fatigue, also known as nose blindness. Try flipping the reeds, moving the diffuser to another room, or switching fragrances for a while.
Q: Do diffuser oils expire?
A: When stored in a cool, dry place away from direct sunlight, diffuser oils generally maintain their quality for several years. For the best fragrance experience, we recommend using them within a few years of purchase.
Q: Are replacement reeds available?
A: Yes. We offer premium natural rattan replacement reeds designed to provide the best fragrance performance with our diffuser oils.
Car Air Fresheners
General
Q: How can I become a wholesale customer?
A: If you're interested in carrying Urban Naturals products in your retail store, please complete our Wholesale Inquiry form. Our team will review your submission and typically respond within 5 to 7 business days.
Q: Are your products cruelty-free?
A: Yes. Urban Naturals is proudly cruelty-free and does not test any of our products on animals.
Q: Where are your products made?
A: Our home fragrance products are proudly made in the USA using premium fragrance oils and carefully selected ingredients.
Q: Are your products vegan?
A: Yes. Our home fragrance products are vegan-friendly and are not made with animal-derived ingredients.
Q: Are your products safe for pets?
A: Our products are intended for home fragrance use. We recommend placing diffusers and fragrance products in well-ventilated areas and keeping them out of reach of children and pets.
Ordering & Payment
Q: How quickly will my order ship?
A: Most orders are processed within 1 business day (excluding weekends and holidays). Once your order ships, you'll receive a shipping confirmation email with tracking information.
Q: What payment methods do you accept?
A: We accept Visa, Mastercard, American Express, Discover, PayPal, Shop Pay, Apple Pay, Google Pay, Amazon Pay, and other payment methods available during checkout.
Q: Why isn't my discount code working?
A: Discount codes may expire, have minimum purchase requirements, exclude certain products, or be limited to one use per customer. Only one discount code may be applied per order unless otherwise stated.
Q: Can I change or cancel my order?
A: We begin processing orders quickly. If you need to make a change or cancel your order, please contact us through Shopify Inbox as soon as possible. While we can't guarantee changes after an order has been placed, we'll do our best to help.
Q: Do you offer gift cards?
A: Yes. Electronic gift cards are available for purchase and make a thoughtful gift for any occasion.
Q: What if a product is out of stock?
A: Many of our popular fragrances are restocked regularly. If an item is unavailable, contact us through Shopify Inbox and we'll be happy to let you know if it's expected back in stock or recommend a similar fragrance.
Shipping & Delivery
Q: Where do you ship?
A: At this time, we only ship within the United States.
Q: How long does shipping take?
A: Delivery times vary depending on your location and the shipping method selected at checkout. Once your order ships, you'll receive tracking information by email.
Q: Do you ship to P.O. Boxes?
A: At this time, we are unable to ship to P.O. Boxes.
Q: My package says "Delivered," but I can't find it. What should I do?
A: Please check around your property, with household members, neighbors, or your local carrier. If you're still unable to locate your package, contact us through Shopify Inbox and we'll be happy to help.
Returns & Refunds
Q: What is your return policy?
A: We offer a 30-day return period for purchases made directly through UrbanNaturalsUSA.com. Visit our Return Center to submit your request, and we'll review it promptly.
Q: What if I don't like the fragrance?
A: We understand that fragrance is a personal preference. If you're not completely satisfied, submit a request through our Return Center. We'll review your request and do our best to make it right.
Q: My order arrived damaged or incorrect. What should I do?
A: Please submit a request through our Return Center as soon as possible and include photos of the item, product packaging, and shipping box so we can resolve the issue quickly.
My Account
Q: How do I update my account information?
A: Sign in to your account to update your contact information, billing address, shipping address, and password at any time.
Q: Is my payment information secure?
A: Yes. Our website uses secure encryption and trusted payment providers to help protect your personal information during checkout.
Reed Diffusers
Q: What is a reed diffuser?
A: A reed diffuser is a flame-free way to continuously fragrance your home using natural rattan reeds that absorb and disperse scented oil into the air.
Q: How do I use my reed diffuser?
A: Remove the stopper, insert the reeds into the bottle, and allow 24 to 48 hours for the fragrance to begin diffusing. Flip the reeds every week or as needed for a stronger scent.
Q: How can I make my diffuser last longer?
A: Place your diffuser away from direct sunlight, heating vents, open windows, and fans. Flip the reeds only when needed, as frequent flipping will use the fragrance oil more quickly.
Q: How long will my diffuser last?
A: Most Urban Naturals reed diffusers last approximately 90 to 120 days, depending on room temperature, humidity, airflow, and how often the reeds are flipped.
Q: Do you sell diffuser refills?
A: Yes. We offer diffuser oil refills in many of our most popular fragrances, making it easy to reuse your favorite diffuser bottle.
Q: Can I use your diffuser oils in an electric diffuser?
A: Our diffuser oils are specially formulated for reed diffusers and are not recommended for ultrasonic or water-based electric diffusers unless the product specifically states otherwise.
Q: Why does my diffuser seem weaker over time?
A: This is commonly caused by fragrance fatigue, also known as nose blindness. Try flipping the reeds, moving the diffuser to another room, or switching fragrances for a while.
Q: Do diffuser oils expire?
A: When stored in a cool, dry place away from direct sunlight, diffuser oils generally maintain their quality for several years. For the best fragrance experience, we recommend using them within a few years of purchase.
Q: Are replacement reeds available?
A: Yes. We offer premium natural rattan replacement reeds designed to provide the best fragrance performance with our diffuser oils.
Car Air Fresheners
Q: How long do your car air fresheners last?
A: Our car air fresheners typically last 30 to 60 days, depending on the fragrance, temperature, airflow, and vehicle conditions.
Q: Where should I place my car air freshener?
A: Follow the product instructions for the best placement. Avoid direct contact with dashboards, leather, painted, or other finished surfaces, as fragrance oils may cause damage.
Q: Can I refill my car air freshener?
A: Refill options are available for select products. Please refer to the product description to determine if your air freshener is refillable.
Q: Can I use my car air freshener anywhere besides my vehicle?
A: Yes! Our car air fresheners are also great for small spaces like closets, bathrooms, lockers, laundry rooms, offices, and other compact areas. Always use as directed and avoid direct contact with finished surfaces.