Frequently Asked Questions

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 12 PM Tuesdays. If you are changing your delivery address please email us at urbanjarsmuskoka@gmail.com
What is your cancellation policy?

Any changes to your account must be addressed by 12PM Tuesdays. Without proper notice, no returns or credits will be issued.
How does billing work?

All accounts are charged on your first order and when new orders are placed.
What payment methods are available?

Visa, MasterCard, American Express E-transfer to: urbanjarsmuskoka@gmail.com Paypal Cash upon delivery
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 urbanjarsmuskoka@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 urbanjarsmuskoka@gmail.com and we will always do our best to accommodate!
What happens if I cancel an order within the cut-off deadline?

Any canceled orders made within the cut off, will be refunded 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.
When does Urban Jars Muskoka deliver?

We deliver on Fridays between 9:00AM – 5:00PM EST. However, Urban Jars does not guarantee a specific delivery time, as routes are calculated by weekly delivery schedules.
Do you have local delivery?

We are located in Gravenhurst, ON Canada and currently only deliver within Muskoka area. If you live outside of our delivery zone, we will try to accommodate as best as possible. Please email us directly to inquire at urbanjarsmuskoka@gmail.com
Can I pick-up my meals?

Orders can also be picked up on Fridays after 9AM in Gravenhurst. The address will be provided to you upon checkout. Please specify this during the ordering process or email us at urbanjarsmuskoka@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 our pick-up location.
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 urbanjarsmuskoka@gmail.com
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!
How does it work?

Weekly menus drop Saturdays. Ordering is open until 12PM Tuesdays. Your meals are prepared fresh Thursdays and delivered straight to your door on Fridays. Pickup is also available after 9AM 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 from Saturday – Tuesdays at 12PM for Friday delivery. *If you are interested in ordering for consecutive weeks, feel free to reach out to us at urbanjarsmuskoka@gmail.com
When is the deadline to place my food delivery?

Tuesdays at 12 PM EST.
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.
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 forego next week delivery, please drop-off the previous week’s jars to 490 Winewood Ave West in Gravenhurst,ON within 14 days after your last order date or reach out to Morgan for possible pickup.
Can I add or remove meals once I place my order?

Reach out to us at urbanjarsmuskoka@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 at 12 PM EST. Late orders are not guaranteed.
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.
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 urbanjarsmuskoka@gmail.com right away. We pride ourselves on excellent customer service and will work with you to rectify the situation.
What if I have food allergies?

If you have food allergies, we recommend you carefully read the ingredient lists during the selection process. Please state what foods you wish to omit in the modification section online.
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 urbanjarsmuskoka@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 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 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 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.
How do I prepare meals at home to eat?

Our meals always arrive fresh and never frozen. Meals must be refrigerated prior to consuming. When you’re ready to eat a meal, simply pour out the contents and enjoy. Our skillet jars are 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.
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.
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!