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Frequently Asked Questions


Got a question? We've got an answer. If there's not an answer you're looking for below, call Customer Service at 1.877.827.7423 and we'll be glad to help.

Order Status

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Shipping

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Order Status


Has my order shipped?

Click My Account at the top right hand side of our site to check your order status

How do I change quantities or cancel an item in my order?

Click My Account at the top right hand side of our site to view orders you have placed. Then click “Change Quantities/Cancel Orders” to find and edit your order. Please note that once an order has begun processing or has shipped, the order is no longer editable.

How do I track my order?

Click My Account at the top right hand side of our site to track your order.

My order never arrived.

Click My Account at the top right hand side of our site to track your order status. Be sure that all of the items in your order have shipped already. If your order displays your Package Tracking Numbers, check with the shipper to confirm that you packages were delivered. If your packages each show a status of “delivered”, please contact Customer Service for assistance.

An item is missing from my shipment.

Click My Account at the top right hand side of our site to track your order status. Be sure that all of the items in your order have shipped already. If your order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of “delivered”, please contact Customer Service for assistance.

My product is missing parts.

Click My Account at the top right hand side of our site to track your order status. Be sure that all of the items in your order have shipped already. If your order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of “delivered”, please contact Customer Service for assistance.

When will my backorder arrive?

Backordered items are those which our suppliers are unable to predict when they will have more in stock, but as soon as they do, we will be able to ship the item to you.

My Account


How do I create an account?

  1. Click My Account at the top right side of our site.
  2. Enter your email address.
  3. Select “I am a new customer”.

Then simply follow the prompts to complete setting up your account. Your information is NEVER sold to any other company and is kept completely private. Please view our Privacy Policy for more information.

How do I edit my account information?

Click My Account at the top right hand side of our site to edit your account information.

I forgot my password.

Click My Account at the top right hand side of our site. Under the login box you will see a link that says “Forgot your password? Click here.” That link will send an email to you with your password.

How do I return an item?

At Urban Accents, we are confident the quality of our merchandise will meet, if not exceed your expectations. If you are not satisfied with your purchase simply follow the instructions below.

Urban Accents will accept merchandise returns for Standard Delivery items within 30 days of purchase and issue a credit or refund. A valid packing slip is required with each return. Returns of merchandise purchased through our website will be accepted by USPS, UPS and FedEx. Pending inspection, a credit or refund will be issued for the item value.

Any taxes charged will be refunded in accordance with state laws. Shipping and handling charges are non refundable.

To return an item please call Customer Service at 877.827.7423 to receive a call tag and authorization number.

I received the wrong product.

If you feel that you have received the wrong product, please contact Customer Service within 72 hours of receiving the product.

Pricing & Billing


I have a question about my charges.

Click My Account at the top right hand side of our site to review your orders. You may compare your order history on our website with your financial records. If you have further questions or concerns, please contact customer service for further assistance.

I need a copy of my receipt/invoice.

Click My Account at the top right hand side of our site to print invoices.

When will my credit appear on my account?

Credits usually take 7-10 business days from the time we receive your item(s).

When will my credit card be charged?

Your credit card will be charged within 24 hours prior to shipment of your item(s).

What are my payment choices?

During the checkout process you may choose any of our current payment options (VISA, MasterCard, American Express, Discover, Diner’s Club, JCB and PayPal) and continue to place your order. Please note that we will not ship your order until we receive payment from you.

How do I use a coupon?

After adding items to your cart, click View Cart at the top of this site to view your cart and checkout. At the bottom of the shopping cart you’ll see a box where you may enter your coupon code.

Shipping


What are my shipping options?

Customers can select from the following shipping options during checkout:

  • FedEx Ground/Home Delivery (1-5 days)
  • FedEx Smartpost (2-14 days). Available for shipments weighing at least 1 pound. This option can ship to P.O. Boxes.
  • Expedited Shipping orders must be placed by calling Customer Service to ensure on-time delivery.

How much is my shipping?

Shipping is automatically calculated prior to submitting your payment information.  Simply add items to your cart and proceed to the Checkout page where you will be offered Shipping Method choices and their prices. We will ship your order shortly after we receive payment from you.

Do you ship to my country?

At this time, we are only set up to ship to customers located within the United States.

Do you ship to my state?

We ship to the contiguous 48 states. Shipping is not available to Alaska or Hawaii due to high freight costs.

When will my order ship?

Please see each individual item page for more information on the availability of each item. After placing your order, you may click the My Account link at the top right hand side of our site to track the status of your order. You will receive a shipment confirmation when your order has shipped and tracking information within 24-48 hours of shipment.

Product Quality


Safety Standards

Product quality and safety is a top priority:

  • Our facility is certified SQF Level II which includes an independent 3rd party verification of our systems including:
    – Food Safety
    – Good Manufacturing Procedures (GMPs)
    – Food Defense
    – Traceability
    -Product Recall
  • Our facility is also Non-GMO Project verified. A current list of verified products can be found online at www.nongmoproject.org.

Dietary Needs

We understand the needs of our customers and have many products that can fit into a specific dietary lifestyle, including:
– Salt-free
– Gluten-free
– No MSG
– Sugar-free
– Non-GMO

Each product page on the site contains full ingredient and nutritional information. On the shop page, customers can search by dietary need to find products that suit their needs.

Additional Support


How do I find a product?

Simply click on Shop or one of the product categories at the top of the page.  Additionally, on the left side of a category page there will be an extensive category listing, and you will be able to filter by dietary restriction.  You may also use the search box on the top, left, or bottom of the page to quickly search by keyword. If you have any trouble locating a product, feel free to contact Customer Service for assistance.

How do I contact Urban Accents?

Urban Accents, Inc.
4241 N. Ravenswood Avenue
Chicago, IL 60613

Toll Free: 877.827.7423
Telephone: 773.528.9515
Fax: 773.528.9533
Email: mail@urbanaccents.com

What happened to ?

Can’t find one of your favorite blends? Some of our products have changed names over the years:

Unfortunately, some products have been discontinued due to decreasing customer interest.

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