Frequently Asked Questions
Do you provide medical or nutrition advice?
No. My services are for educational and informational purposes only. I do not diagnose, treat, or prescribe for any medical condition. For medical or mental health concerns, please consult with your licensed healthcare provider.
Where do you ship?
We currently ship within the United States, to Puerto Rico & APO Military Bases. At this time we are not shipping to international locations.
How long does it take my order to ship?
All orders are shipped within 2 business days via USPS. You will receive a confirmation email with a tracking number. USPS Ground Advantage packages can take up to 3 weeks to arrive (although they are often delivered much sooner.) Priority Mail usually takes 1 – 5 business days (depending on your location.)
What if I didn’t include the correct shipping address for my order?
Please make sure before purchasing that your address is correct as we only ship to the address provided on the order. All orders receive a tracking number. Please contact your local post office to see how they can help. If an order is returned to us due to an incorrect shipping address being provided, it is the buyer’s responsibility to pay for additional postage.
Does my order come with a tracking number?
Yes, you will receive an email with a tracking number once your order is shipped. Please view this tracking number to check on the status of your package. Please allow up to 72 hours for your tracking to be updated.
Why hasn’t USPS updated my tracking?
USPS often does not scan Ground Advantage (and less commonly Priority) packages until they reach their destination city post office. Please allow up to 72 hours for your tracking to be updated and up to 3 weeks for delivery for USPS Ground Advantages Packages.
What do I do if my tracking says my package was delivered but I did not receive it?
Please check your order and make sure the correct shipping address was entered. So that they can meet their quotas, USPS often prematurely scans packages as delivered even though they won’t be delivered until the next day. Please give your package an extra 24 hours for delivery and check to see if your neighbors have received your package. If your item still has not shown up please contact your local post office. Please know that we are not responsible for packages once they are scanned and in the possession of USPS.
What happens if my package is lost in the mail?
Please contact your local post office first. Orders with insurance can file a claim. Please know that we are not responsible for packages once they are in the possession of USPS.
Can I get insurance for my order?
USPS Priority packages come with $100 insurance. USPS First Class Packages do not. If you would like insurance please select the Priority shipping option at checkout. If you would like to purchase additional insurance to cover the total cost of your order, please add the appropriate amount of insurance here.
What happens if my item arrives damaged?
All items are inspected prior to shipment and packed with love. Please know that we are not responsible for lost, stolen, or damaged packages. Please contact your local USPS post office.
If an item arrives damaged and you have insurance for your order, please file a claim with USPS as soon as possible. All claims must have a photo of the damaged item included. If you would like insurance please select the Priority shipping option at checkout (which includes $100 worth of insurance.) If you would like to purchase additional insurance to cover the total cost of your order, please add the appropriate amount of insurance here.
How do I take care of my jewelry?
Keep in mind that silver will tarnish when exposed to oxygen, sweat or humidity. Use a polishing cloth or anti-tarnish strips to keep your sterling silver jewelry shiny! Remember to remove your jewelry before washing your hands or taking a shower and to avoid wearing jewelry during strenuous activities.
How can I find out about your Live Events & Classes?
Please follow us on Facebook and Instagram @urbangaia to keep up with our events and join our Facebook group Urban Gaia Crystals for Auctions & Giveaways.
When I click to add an item to my cart it says Unable to Add. What do I do?
The item is either sold out or already in your cart. Proceed to your cart and complete checkout.
What payments do you accept?
We accept Paypal, ApplePay and all major credit cards.
Do you offer returns or exchanges?
All sales are final. Please see our Refund Policy for more information. If you are unhappy with your order please send us an email and we will do our best to make it right.
Do you offer holds or payment plans?
We are unable to offer holds or payment plans.
How do I cancel my order?
Orders cannot be cancelled once they have been processed.
Can I “cherry pick” a specific crystal from your store?
Unless otherwise noted our product pictures are of sample stock. Although we go to great lengths to represent our inventory accurately in our photography, your crystals may have minor variations in size, weight, color and appearance. Unless otherwise noted, our prices are per crystal even when a group photo is used in a listing.
Can you identify a crystal for me?
Due to high volume, we are unable to identify crystals from your order. Please refer to your invoice and scroll through our product photos to assist with identification. If you purchase from our live sale, please take screenshots of your purchases for reference.
I am located near you. Can I pick up my order?
We are exclusively an e-commerce store and all orders are shipped regardless of their destination location.
Do you sell wholesale?
We do not currently offer wholesale.
Do you charge sales tax?
Orders shipped to destinations within New York are subject to NY State Sales Tax.
I have a question not answered here. How do I contact you?
You can send us an email at contactus@urbangaia.nyc or click on the Contact Us button below. Please allow up to 24 business hours for a response. Due to the high volume of messages we receive, we are unable to answer questions of a personal nature or give advice regarding nutrition, herbs or working with crystals.