FAQ

SERVICE

How does it work?

  • Seasonal menus are available Saturdays on our website. Ordering is open until 9AM Tuesdays. Your meals are prepared fresh Thursdays and delivered straight to your door or workplace on Fridays. Simply pour out and enjoy cold or warm!

Are you a subscription service?

  • We do not believe in preying on the busy! Every Saturday we drop a new menu. The ordering window is open every week from Saturday – 9AM Tuesdays for Friday delivery.

    *If you are interested in ordering for consecutive weeks, feel free to reach out to us at urbanjarskelowna@gmail.com

When is the deadline to place my food delivery?

  • Tuesdays at 9 AM PST.

When will I be charged?

  • Once you are satisfied with your order, you will be prompted to make your payment at checkout.

Is there a minimum order?

  • No, there is no minimum order.

What do I do with the jars?

  • We pride ourselves on our waste-free business model and recycle the jars our meals are delivered in. Please ensure your previous week’s jars are ready for pick-up upon your next jar delivery. If you do not order jars on a regular basis, please drop-off empty jars to 3374 Vineyard View Dr, West Kelowna within 14 days after your last order date or reach out to Katie.

Can I add or remove meals once I place my order?

  • Reach out to us at urbanjarskelowna@gmail.com and we will always try our very best to accommodate!

When is the cut off time to select meals for that upcoming Friday delivery?

  • We require all orders to be placed by Tuesday 9 AM PST. There are no exceptions and late orders are not guaranteed. Please reach out to us at urbanjarskelowna@gmail.com for any questions or concerns.

Is there a way to taste a meal before ordering?

  • We don’t offer samples, but we assure you our meals are of the highest quality. We offer casual-style cooking loaded with nutrients! The menu is always changing to ensure that you don’t get bored with the meals.

Can I enter a discount code after my order has been placed?

  • Unfortunately, we can only apply coupons to orders placed within the promotion time window. If you placed the order before or after the coupon was active we cannot apply the discount. All discount codes must be entered before submitting payment at checkout.

Do you offer the same meals each week?

  • We will always offer staple items on our menu, but our menu does change regularly and seasonally.

What do I do if I receive an incomplete or damaged order?

  • If you notice an issue with your order, please reach out to us at urbanjarskelowna@gmail.com right away. Please provide photos and as much detail as possible when reporting any issues.

JAR CONTENTS

Are your meals Organic? Natural?

  • Urban Jars meals are nutritious and delicious with a healthy mix of plant protein and tons of vegetables. Our meals are always natural and organic ingredients when available. The produce we use is always fresh and never frozen and locally sourced when available.

Is your food always sourced locally?

  • Whenever possible we source from local farmers and producers. However, due to seasonality and ingredient requirements, at times we must source from outside B.C. In this case, we always source from sustainable and GMO free producers.

What if I have food allergies?

  • If you have food allergies, we recommend you carefully read the ingredient lists during the selection process. All specific food requests can be added to your member profile or please email us directly at urbanjarskelowna@gmail.com. Keep in mind, all of our meals are made in a facility that uses peanuts, tree nuts, wheat/gluten, soy and dairy.

Do you have meals for diabetics? Gluten-free?

  • We do our best to accommodate any specific diets. Each jar is made to order and can be modified to suit individual needs, permitted we have the ingredients on hand. Most of our meals are gluten-free however all meals are prepared in a kitchen where gluten is used. Make sure to note any specifications to your member profile or reach out to us directly at urbanjarskelowna@gmail.com

Am I able to customize my jars?

  • Yes, you are able to omit any ingredient that is in the jar. Substitutions can be made within reason.

How long do meals stay fresh?

  • Our jars stay fresh for 5-7 days when correctly refrigerated.

How should I store my meals?

  • Meals should be refrigerated immediately after you receive them, please do not leave food out at room temperature.

Can your meals be frozen?

  • Our meals are fresh and not frozen (with the exception of our soups). Please do not freeze the jars, as they are glass and could break.

How can I find calories and macronutrients for each jar?

  • We provide nutrition information for every meal on our website – inclusive of the breakdown for calories, fats, protein, and carbohydrates. This information can be referenced during the meal selection process.

How do I prepare meals at home to eat?

  • Our meals always arrive fresh. Meals must be refrigerated prior to consuming. When you’re ready to eat a meal, simply pour out the contents and enjoy, or heat them in a microwave or on the stovetop. Our skillet jars are best served warmed up in a standard pan on your stove top. Parfaits, and oats can be eaten directly out of the jar (although we recommend heating up the oats). Our add-egg jars need to be heated on the stove top with the addition of 1-3 eggs.

What happens if I don’t like the food that was delivered?

  • Your feedback is very important to us. We do our best to make sure all of our meals are pleasing, however, if you are not satisfied we have a 100% refund policy and want to make sure that you enjoy your future meals. We use member feedback to craft future menus and eliminate unpopular meals. You can also use the modification box to ensure future meals meet your preferences.

Can I see the meals before ordering?

  • Of course. You can start the order process and explore our meals and menu with no commitment to purchase!

DELIVERY

When does Urban Jars Kelowna deliver?

  • We deliver on Fridays between 8:30AM – 2:30PM PST. We will send you a text on Thursday to let you know a more specific delivery time for Friday.

Do you have local delivery?

  • We are located in West Kelowna, BC, and currently deliver to residents and businesses in Peachland, West Kelowna, Kelowna and Lake Country.

  • If you live outside of our delivery zone, we will try to accommodate. Please email us directly to inquire at urbanjarskelowna@gmail.com

Can I pick-up my meals?

  • Orders can be picked up on Thursdays between 4PM-6PM in West Kelowna. The address will be provided to you upon checkout. Please specify this during the ordering process or email us at urbanjarskelowna@gmail.com

What if I’m not home to accept the delivery?

  • Not to worry! If you are not home during regular delivery hours, we ask you leave a cooler outside or email us drop-off instructions. You are also welcome to pick-up your orders at the pick-up location in West Kelowna.

What if I live in an apartment or condo?

  • If your residence requires front desk/call box access, it is your responsibility to ensure our drivers have access on arrival. If not, meals will be left with your concierge. If the driver cannot enter the building to complete the delivery, the delivery will be available for pick-up. Please email us at urbanjarskelowna@gmail.com

How much does delivery cost?

  • There is a $3.50 delivery fee

  • If you are outside of the delivery zone, you may be subject to additional fees. Please email us at urbanjarskelowna@gmail.com to inquire.

Am I able to track my delivery?

  • No, but the driver will send you a text notification on Thursday to let you know the estimated time slot they should be arriving. If you’re not home, please text drop-off instructions to your driver or leave a cooler for the jars to be placed in.

ACCOUNT/BILLING

How will I know my order has been received?

  • Upon submission, you will receive an email stating your selections and payment confirmation.

How do I make changes to my account?

  • Changes to your account can be done at any time by logging into your customer profile details by 9 AM PST Tuesdays. If you are changing your delivery address please email us at urbanjarskelowna@gmail.com

What is your cancellation policy?

  • Any changes to your account must be addressed by 9AM Tuesdays. Without proper notice, no returns or credits will be issued. All cancellations will be paid back via e-transfer as we do not issue returns to the original method of payment.

How does billing work?

  • When you are satisfied with your order, you will be prompted for payment.

What payment methods are available?

  • Visa, MasterCard, American Express

  • E-Transfer to:

    urbanjarskelowna@gmail.com

  • Cash upon delivery

  • Paypal

What happens if my payment method fails?

  • If your payment method fails, your account and deliveries will be paused. You will receive an email notification and will be prompted to provide updated payment details. Deliveries will not continue until the payment method is updated. Please reach out to us at urbanjarskelowna@gmail.com

Can I make changes to my order after the transaction has been processed?

  • If you’d like to make changes, please email us at urbanjarskelowna@gmail.com and we will always do our best to accommodate!

What happens if I cancel an order within the cut-off deadline?

  • Any cancelled orders made within the cut off, will be refunded via e-transfer.

What is your refund policy?

  • All refunds are done via e-transfer.

Do you offer gift cards? How do I purchase?

  • We do offer gift cards. Our Urban Jars gift cards are available on our website and can be shared with friends, family and colleagues digitally for redemption on their next order. You simply provide the recipient’s e-mail address and they will receive the gift card.

MEMBERSHIP

Why do I need to become a member?

  • We have created a community that focuses on having you eating right and loving it. We encourage our guests to become members of the Urban Jar Community so that we can get to know your meal preferences, so you have access to promotions, collaborations, and to ensure you live within our delivery route.