Frequently Asked Questions

Where do you ship?

We currently ship within the United States, to Puerto Rico, APO Military Bases & Canada. At this time we are not shipping to any other international locations.

How long does it take my order to ship?

All orders are shipped within 3 business days via USPS. You will receive a confirmation email with a tracking number. First Class 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.)

Canadian orders are only shipped via USPS Priority Shipping. Please be aware that orders may take at least 10 business days for delivery and additional import taxes may be due at delivery.

Please keep in mind that due to the COVID-19 outbreak USPS has been experiencing shipping delays. Thank you for your patience!

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 First Class (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 First Class 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 $50 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 $50 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 can I find out about your Live Sales & Classes?

Please follow us on Facebook and Instagram @urbangaianyc to keep up with our events and join our Facebook group Urban Gaia Crystals for Auctions & Giveaways.

I claimed items in your Live Sale. How do I pay?

Live Sale Invoices are added to our website within 24 hours of the sale and can be found here. Simply click the link, find your name and add your personalized listing to your cart. Please be sure your invoice is correct before proceeding with checkout.

When do I need to pay for my Live Sale purchase?

You will be tagged or receive a message letting you know your invoice is ready. Please proceed to the website and submit payment within 24 hours. Failure to do so will lead to being banned from our social media & live sales.  Please do not claim any items during our live sales if you are unable to pay within 24 hours.

Can I add items from the website to my live sale purchase?

Yes! You can add any item from the website to your cart and checkout along with your Live Sale purchase.

Do you offer Build A Box?

Yes we do! We offer this to members of our Facebook group Urban Gaia Crystals. You can Build A Box and hold shipping for up to 2 months. Invoices must still be paid within 24 hours. Please join our Facebook group to get all the info!

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.

Do I need to save my live sale invoice?

In an effort to be more eco-friendly we are no longer including paper copies of invoices. For website orders please refer to your emailed invoice. Live sale Invoices are available on the website for 1 week after purchase. Please either print or screenshot for your records. We also keep live sale invoices on file. Please send us an email with your order number and date of purchase if you need a copy.

What payments do you accept?

We accept Paypal 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. Please see our Cancellation policy for more information as well as our policy on cancelling appointments.

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 ecommerce store and all orders are shipped regardless of their destination location.

Do you sell wholesale?

We do not currently offer wholesale or bulk discounts.

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 working with crystals.