Q: How can I become a wholesale customer for URBAN NATURALS products?

A: If you're interested in featuring URBAN NATURALS products in your specialty gift or boutique store, please fill out our online form. Our Specialty Sales team will review your submission and contact you typically within 5 to 7 business days.

Q: Does URBAN NATURALS test their products on animals?

A: No, URBAN NATURALS is a 100% cruelty-free brand and does not engage in animal testing of any kind.


Online Ordering and Payment Questions

Q: How long does it take to process my order?

A: Orders are processed within 24 hours on business days. For orders placed on holidays or weekends, processing occurs within two business days. You'll receive an order confirmation email followed by shipping confirmation with a tracking link.

Q: What payment methods are accepted for URBAN NATURALS products?

A: We accept all major credit cards (American Express, Visa, Mastercard, Discover), PayPal, Apple Pay, and Amazon Pay. Q: Why isn't my promo code working?

A: Promo codes may not work if they're expired, entered incorrectly, or associated with an expired offer. Only one promo code is allowed per order. Contact our customer service for assistance if issues persist.

Q: Are gift cards available for purchase?

A: Yes, you can purchase both physical and electronic gift cards on our website. For gift recommendations, browse our bestsellers or contact customer service.

Q: What should I do if a product is out-of-stock?

A: Contact our customer service to inquire about restocking or to receive suggestions for alternative products.

Q: What if a product I want is no longer available?

A: If a product is not available, our customer service can assist in finding it or suggest similar alternatives.


Shipping and Delivery

Q: When can I expect to receive my URBAN NATURALS shipment?

A: Orders are processed and shipped within two business days. Delivery times vary based on location. Note that we cannot ship to P.O. Boxes.

Online Account

Q: How do I manage my account login information?

A: To update your login information, visit 'My Account', log in, and change your details under 'Contact Information'.

Q: How can I change my billing address?

A: Update your billing address easily through 'My Account' by editing the 'Default Billing Address'.

Q: What is the process to change my shipping address?

A: Log into 'My Account' and edit your 'Default Shipping Address' to update your shipping information.

Q: How is website security ensured?

A: We partner with Shopify Plus as our payment gateway service provider, ensuring PCI security standards compliance to protect your personal information.


Reed Diffuser Information

Q: Do your fragrance oils contain natural or synthetic ingredients?

A: Our diffuser oils are a blend of both essential and fragrance oils, using natural and synthetic materials for unique, lasting scents.

Q: What is a scented reed diffuser?

A: A reed diffuser is a low-maintenance, flame-free product that continuously disperses scent into the air.

Q: How do I use a scented reed diffuser?

A: To use, remove the cork from the glass base, insert the reed sticks into the fragrance oil, and allow them to absorb and diffuse the scent.

Q: Can you offer tips for using reed diffusers effectively?

A: For best results, flip the reed sticks every few days and place the diffuser in high-traffic areas. Avoid flipping the reeds too often to prolong the diffuser's lifespan.

Q: How long do reed diffusers last?

A: Our reed diffusers typically last for about 90-120 days. Replace the reeds after this period for continued fragrance diffusion.

Q: Are fragrance oil refills available?

A: Yes, we offer Reed Diffuser Liquid Refills in various bestselling fragrances.

Q: Can I use diffuser oils in electric diffusers?

A: Yes, our oils are compatible with electric diffusers.

Q: Why does my favorite fragrance seem less potent over time?

A: Continuous exposure to a fragrance can lead to 'nose blindness' or 'odor fatigue'. Varying fragrances regularly can help counteract this.

Q: Do fragrance oils expire?

A: Most fragrances last 3-5 years, but can deteriorate due to light, heat, and air exposure. Store in a cool, dry place and discard if there are changes in color or scent.