Just the FAQ’s ma'am!

HOW DO I CONTACT THE COOL TEAM AT NATURALLY URBAN?

We would love to hear from you.  Feel free to drop us an email at info@naturallyurban.com, or give us a call at 604-PET-FOOD (604-738-3663).

CAN I TRACK MY SHIPMENT?

You gosh darn sure can. Once your order is packed, we then create a shipping label and tracking details are sent to you right away. If you haven’t received tracking details, make sure you check your junk mail folder, and if they still haven't arrived, please drop us a line and we will follow up in short order.

WHERE DO YOU SHIP TOO?

Presently, we only ship across Canada. That being said, we would love to try shipping internationally so if you are up for the challenge of trialing it out, send us an email at info@naturallyurban.com

WHEN WILL I RECEIVE MY ORDER?

We always try to ship products out the next business days if we have it in stock. If we don’t, we send you an email letting you know the status and options.  Once shipped it’s in the hands of our partners.  As a general rule it takes 1-2 days for BC and Alberta shipments, 3-4 days for Saskatchewan and Manitoba, 5 days to Ontario and Quebec, and up to 7 days for our friends in the Maritimes. 

WHAT DO I DO IF I RECEIVED A DEFECTIVE ORDER?

Let us know what’s wrong with the product and we will get you a replacement tout suite.

HOW DO I MAKE CHANGES TO AN ORDER I’VE ALREADY PLACED?

Drop us an email at info@naturallyurban.com or give us a call at 604-PET-FOOD (604-738-3663) and we will figure it out.

WHERE ARE YOU LOCATED?

We are located in beautiful Vancouver BC

HOW DOES YOUR SUBSCRIPTION WORK?

It’s super easy and no commitments required. You pick the frequency of orders, and we’ll take of the rest. No more worries about running out of pet food. We also send you a friendly email reminder in advance so you know the order is coming. If you need to change the product, or the frequency or even cancel (which we hope you won’t) it’s straightforward to do online and if you are having any issues drop us an email or give us a call and we will sort it all out.

WHATS YOUR RETURN POLICY

Our goal is to make returns as easy as possible.  Drop us a line and we will figure it out.  Don’t worry, you won't have to pay for any shipping, and we will try our darnedest to make you happy.  We always treat our customers like we want to be treated ourselves.