Frequently Asked Questions

How does it work?

Seasonal menus drop Sundays. Ordering is open until 6PM on Tuesdays. Your meals are prepared fresh Thursdays and delivered straight to your door on Fridays. Simply pour out and enjoy cold or warm! All meals are prepared in mason jars that we collect the following week and reuse in future orders. A jar deposit of $2/jar will be included on your initial payment and subsequent orders, when necessary.
When is the cut off time to select meals for that upcoming Friday delivery?

We require all orders to be placed by Tuesday 6PM EST. There are no exceptions and late orders are not guaranteed. Please reach out us at urbanjarsstthomas@gmail.com for any questions or concerns.
When will I be charged?

Upon becoming a member and going through the delivery and meal selection process, you will be prompted for payment. In order to proceed with delivery a validated form of payment will be required at checkout.
Do you offer the same meals each week?

We will always offer staple items on our menu, but our menu does change 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 urbanjarsstthomas@gmail.com right away. Please provide photos and as much detail as possible when reporting any issues.
Are you a subscription service?

We do not believe in preying on the busy! Every Sunday we drop a new menu. The ordering window is open from Sunday – Tuesdays at 12 Noon for Friday delivery. *If you are interested in ordering for consecutive weeks, feel free to reach out to us at urbanjarsstthomas@gmail.com
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 forego next week delivery, please drop-off the previous week’s jars at the location provided by Natalie within 14 days after your last order date or reach out to Natalie.
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.
Can I add or remove meals once I place my order?

Reach out to us at urbanjarsstthomas@gmail.com and we will always try our very best to accommodate!
What is the starter pack?

This is the perfect way to try each of the product lines. It consists of 2 breakfast jars, 3 lunch jars, 1 skillet jar and 1 pack of 6 protein bites.
Is there a minimum order?

No, there is no minimum order, but all orders will be subject to a $3 delivery fee within St.Thomas, and $4 - $7 for all other delivery areas. This is exclusive of discounts and taxes.
Where are the products of Urban Jars St.Thomas made?

All of our products are made in a certified kitchen in St.Thomas. We work closely with the Southwestern Health Unit to ensure we are offering food safely to the general public. Natalie has her safe food handling certificate and over 15 years in healthcare and the food industry. Please send your health and food safety inquires to Urbanjarsstthomas@gmail.com
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 high-end, casual-style cooking loaded with flavour! The menu is always changing seasonally to ensure that you don’t get bored with the meals.
When is the deadline to place my food delivery?

Tuesdays at 6PM EST.
How long do meals stay fresh?

Our jars stay fresh for 7 days from the day they were made, when correctly refrigerated. We encourage you to eat any lunch (500mL or 1L) jar with fruit or cucumbers in it first. The fruit and the cucumbers may change their firmness with time.
Can your meals be frozen?

Our meals are fresh and never frozen. Can you freeze our products? Protein Bites The protein bites can be frozen in a freezer safe, air tight container (not the jar). They will stay fresh for 6 months if stored properly. Breakfast Jars Please do not attempt to freeze the breakfast jars. Enjoy them as they are delivered, as a single serving and enjoy! Lunch or Dinner Jars Do not freeze the jar with the ingredients in them. Empty the fresh ingredients into a freezer safe container and freeze for 1-2 months. A glass jar will break when frozen. The contents of the jar will change their consistency when unthawed if frozen in the jar, therefore the contents will not be a desirable consistency. Do NOT freeze premixed salad jars.
How do I prepare meals at home to eat?

Our meals always arrive fresh and never frozen. Meals must be refrigerated prior to consuming. Our website has a tab stating "How to best enjoy". We encourage you read through this area to learn about the product. Protein bites - as is! Lunch jars, simply pour out the contents, mix well and enjoy. Skillet jars, best served warmed up in a standard pan on your stove top. Parfaits, chia pudding, and oats can be eaten directly out of the jar, straight from the fridge. We recommend you warm up the overnight oats. Soup, let unthaw, warm on the stove top or microwave, stir and enjoy.
How should I store my meals?

Meals should be refrigerated immediately after you receive them, please do not leave food out at room temperature.
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, it can take time to learn your preferences. 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 specification box to ensure future meals meet your preferences.
What if I have food allergies?

If you have food allergies, we recommend you carefully read the ingredient lists during the selection process. With each product, there is an area to modify it. Please use this area to state the allergy as well as what item you want to omit. All specific food requests can be added to your member profile or please email us directly at urbanjarsstthomas@gmail.com.
Is your food always sourced locally?

We strive to ensure all food going into your jars are sourced from local farmers, however, due to seasonality and ingredient requirements, at times we must source from outside Ontario. All our ingredients are thoughtfully selected so we can ensure a high quality product for our community.
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 from Ontario farmers when available.
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. We do not currently offer modifications on our soups. They are made seasonally, based on the ingredients we had left over from the fresh produce we had left over from making the jars. We encourage you to reach out with a soup flavour that you're craving and we will do our best to make it!
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 fats, protein, and carbohydrates. This information can be referenced during the meal selection process. As all meals are hand-crafted, actual nutrient contents may deviate slightly from the written amounts due to the possibility of minute variances in actual packed amounts as well as requested modifications.
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, permitting 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 urbanjarsstthomas@gmail.com.
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!
Am I able to track my delivery?

Tracking your delivery is not possible at this time. Delivery in St.Thomas will happen weekly on Friday's between 10:30am and 12:30pm, and 11:30am and 1:00pm. If you need to know the approximate time of delivery, please text Natalie on Thursday evening or Friday morning. There is an option to pick up the jars from Natalie's house Thursday night, Friday or during the weekend if the delivery time does not work for you.
When does Urban Jars St.Thomas deliver?

We deliver on Fridays between 10:30AM – 12:30PM EST to St. Thomas, 11:30 AM to 1:00 PM in Union, Port Stanley, Iona, Dutton. Urban Jars does not guarantee a specific delivery time, as routes are calculated by weekly delivery schedules. *Optional Thursday Night Pick up upon request* Sarnia's delivery is made to specific address between 2:00PM and 6:00PM, where pick up is available onward. Normal pick up times at 6:00PM to 8:00PM. Saturdays upon request.
Do you have local delivery?

We are located off Highway 4, a stone throw away from the Amazon Distribution plant. We delivery to St.Thomas, Union, Port Stanley, Iona, Dutton and Sarnia. If you live outside of our delivery zone, and within the radius of Urban Jars London, we will redirect you to order from their website london.urbanjars.ca If you live outside of all delivery areas in the London and surrounding area, we will try to accommodate as best as possible. Please email us directly to inquire at urbanjarsstthomas@gmail.com or urbanjarslondon@gmail.com Please note delivery and pick up options will increase as the business grows
How much does delivery cost?

Orders are subject to a $3 delivery fee within St.Thomas and $4 - $7 for all other areas. Orders for pick up for FREE delivery. If you are outside of the delivery zone, you may be subject to additional fees. Please email us at urbanjarsstthomas@gmail.com to inquire.
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, with an ice pack(s) outside or email us drop-off instructions. We can also deliver to your work! If you forget to leave a cooler outside your home, Natalie will text you upon delivery to ensure you know your order has been delivered.
Can I pick-up my meals?

Upon checkout there is an option to select pick up at Natalie and Brandon's Home. The Southwestern Health Unit is aware and has been approved our home for a pick up option. Currently, we will operate mainly as a delivery service but we will be adding pick-up locations for your convenience. As we expand, more pick up options will become available. Please contact urbanjarsstthomas@gmail.com if you need to arrange a pick up/delivery outside of the options listed.
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 urbanjarsstthomas@gmail.com.
Do you offer gift cards? How do I purchase?

We do offer gift cards. Our Urban Jars St.Thomas gift cards are available on our website and can be shared with friends, family and colleagues digitally for redemption on their next order.
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 payment method is updated. Please reach out to us at urbanjarsstthomas@gmail.com.
How will I know my order has been received?

Upon submission, you will receive an email stating your selections and payment confirmation. When in doubt, please text or email Natalie.
Where can I use my gift cards?

Currently our gift cards can only be used upon checkout when using the desktop version of the website, and NOT the app. We are working on a solution for this and we appreciate your patience.
What is your refund policy?

All refunds are done via e-transfer.
What payment methods are available?

Visa, MasterCard, American Express E-Transfer to: urbanjarsstthomas@gmail.com Cash upon delivery
How does billing work?

All accounts are charged on your first order and when new orders are placed.
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 12 Noon Tuesdays. If you are changing your delivery address please email us at urbanjarsstthomas@gmail.com.
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 cancellation policy?

Any changes to your account must be addressed by 12 Noon 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.
Can I make changes to my order after the transaction has been processed?

If you’d like to make changes, please email us at urbanjarsstthomas@gmail.com and we will always do our best to accommodate!
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 allergies and preferences on an intimate level. This also allows you to customize your account information and gain access to future promotions and collaborations!
Loyalty Points "Jar Love"

Earn points Book a session Get 10 points Purchase a product Get 1 point Order a plan Get 1 point for every $1 spent Sign up to the site Get 50 points Place a restaurant order Get 1 point for every $1 spent Redeem Rewards 10% off all store products 10 Points = 10% off for all store products 10% off all bookings 10 Points = 10% off the lowest priced item in cart
What does the sign up process and ordering process look like?

You'll begin by visiting the website Urbanjars.com. Select the St.Thomas Location. Read "How it works" to best understand the process from ordering to delivery. Go to "Place an Order", select your desired products. Ensure your modifications are in, including allergies and dislikes with each product. Proceed to make a payment (Credit Card) or Manual Payment (e-transfer or cash upon delivery). Create an account to receive delivery and for future ordering made easy. Once the first order has been received, you'll be granted loyalty points. You'll need to insert: name, address, delivery address, special delivery instructions, other important notes to be communicated to Natalie upon sign up. It is very important to include home address, and if it differs, delivery address (work for example). Please include your cell phone number. Weekly seasonal menus are sent via text to all website sign ups. Reminders every Tuesday are also sent via text around 11:30am.