General
Who is Urbani Truffles?
Urbani Truffles is the United States division of Urbani Tartufi headquartered in Perugia, Italy, which has been a leader in sourcing and distributing fresh truffles, mushrooms, truffle products and more for over 170 years. Learn more about our story in Urbani Family section.
How do I contact customer service?
You can email us anytime at help@urbani.com and should expect a reply within our office hours: Monday - Friday, 9 am - 5 pm ET. Response times may be impacted by nationally observed holidays.
What are your hours of operation?
Our office operating hours are Monday - Friday, 9 am - 5 pm ET. Operating hours may be impacted by nationally observed holidays.
Where are we located?
Our U.S. operation is located on 10 West End Ave, New York, NY, 10023, which is also the location of our retail store that is open to customers Monday - Friday, 9 am - 5 pm ET. We ship online orders from New York City throughout the U.S., including Puerto Rico.
Do you have wholesale pricing?
Yes! We work with all food industry professionals. Please fill out the form located atWholesale pageand a member of our Sales team will reach out directly.
Orders & Shipping
When will my order ship and when will I receive it?
- All orders must be placed by 3pm ET to ship the same day.
- Orders placed on Friday will ship the following Monday.
If you want your order to be delivered on Saturday, you must place you order by Friday, 3pm ET and select Saturday Delivery (premium charge). - All perishable items are shipped Priority Overnight (fresh truffles, caviar, frozen products).
- All other items will ship Ground. Allow 5-7 delivery time.
- Delivery times vary between 8am-8pm local time and may be impacted by inclement weather.
How do you ship perishable products?
Perishable like fresh truffles, caviar, and frozen products are packed in insulated bags with ice packs to ensure peak freshness upon delivery.
How do I track my order?
You will receive an automated email once your order has been processed that will include a FedEx tracking number. You can also visit our site, select the chat bubble on the bottom, right-hand corner and track your order by entering your 5-digit order number and your email address or phone number associate with your order.
Can you ship to a PO Box?
No. Orders placed with a PO Box delivery address cannot be processed. These orders will be delayed and potentially cancelled if we do not receive an alternative shipping address within 48 hours.
How do you ship products?
To ensure that we send you the freshest possible product, we ship perishable items in insulated packaging with ice packs - fresh truffles will also be wrapped in paper towels. This packaging is specifically designed to maintain full product freshness while in transit. Orders without any perishable products will be shipped with protective packaging to maintain product integrity while in transit.
How can I arrange a specific delivery date?
To ensure that we can process and ship orders in the most efficient manner, we cannot accommodate requests for a specific delivery date. If your order has not been processed and you contact help@urbani.com or call+1 (212) 247-8800 before 3pm ET, Monday - Friday, we will try our best to accommodate requests to modify items or quantities on your order.
How much does shipping cost?
In reference to the "How do you ship products?" section, we take exceptional care in packaging and shipping orders. The additional investment that we make to safely and effectively ship orders with perishable products is to ensure that our customers receive the freshest possible product.
For all GROUND orders in the lower 48 states containing only non-perishable items, shipping is a flat rate of $4.99.
For all NEXT DAY orders in the lower 48 states containing any perishable items, shipping is a flat rate of $24.99.
For all SATURDAY orders in the lower 48 states, shipping is a flat rate of $49.99.
*Shipping rates vary for orders shipping to Alaska, Hawaii and Puerto Rico.
Can I change or cancel my order?
If your order has not been processed and you contact help@urbani.com or call+1 (212) 247-8800 before 3pm ET, Monday - Friday, we will try our best to accommodate your request to modify items or quantities on your order.
Can I return my order?
We guarantee that the products we ship are top quality so when you receive your order please immediately inspect and store with care. For shelf-stable products, if any item(s) you received does not match what you ordered, please contact help@urbani.com or call +1 (212) 247-8800 for assistance.
For fresh, perishable products, we are not able to accept any returns.
What if I receive an incorrect or damaged shipment?
If there are any issues when your shipment arrives, please photograph the products in question and contact help@urbani.com or call+1 (212) 247-8800 within 24 hours of receipt and we will work to resolve the issue as quickly as possible.
What if my order is late or disrupted?
- If you order is disrupted due to inventory or other operational reasons within the control of Urbani, we will notify you immediately to come to a resolution or you can contact help@urbani.com or call +1 (212) 247-8800.
- If your order is disrupted due to factors outside of our control (FedEx delays), Urbani cannot be held liable.
Can I pick up my order?
Yes! If you are in New York City and can travel to our store located at 10 West End Ave, New York, NY 10023 between 9am - 5pm ET, Monday - Friday, then you can place and order online and select "Pick up" in the Delivery option during checkout. Please note that once you have been notified that your order is "ready for pick up" you must pick up your order within2 business days unless you have received notification fromhelp@urbani.comstating otherwise. We suggest that you contact us at help@urbani.comor call+1 (212) 247-8800 an hour prior to arriving at our store to ensure you receive the best possible service.
Truffles
What are truffles?
Truffles are rare, edible fungi belonging to the Tuber genus. The most prized species include Black Summer (Aestivum Vitt), Burgundy (Uncinatum), and Black Winter (Melanosporum), found in France, Italy, and Australia, and White (Magnatum Pico), found exclusively in Italy. Learn more about our story in Truffles 101 section.
How should fresh truffles be stored?
- As soon as you receive fresh truffles, immediately wrap in clean, dry paper towels, place in an airtight container, and refrigerate at temperatures 34°-36°F. Replace paper towels daily. Freezing truffles is a last resort and will alter the structural integrity, but can help prolong shelf life. Frozen truffle should be minced and incorporated into butter or sauces, along with any residual juices as a result of thawing.
- Storing fresh truffles in rice will severely dehydrate the truffles and is only recommended if your only intent is to flavor your rice.
How long will fresh truffles stay fresh?
We highly recommend enjoying your truffles within 48 hours of arrival. Please keep in mind that truffles have a very short shelf life. Black truffles will last no more than a week, even if properly stored. White truffles have a shelf life shorter than a week. We recommend checking the firmness of truffles as sponginess is an indicator of deterioration.
What if my truffle has white mold on it?
Due to their high water content, truffles may occasionally have a small amount of white mold on their exterior called mycelium, but this is nothing to worry about. To preserve the quality of the truffle, simply brush the mold off with a clean towel or small brush. We highly recommend enjoying your truffles within 48 hours of arrival.
How should I handle & serve fresh truffles?
Fresh truffles are best when served at room temperature, so it is best to remove the quantity of truffles you plan on using from the refrigerator at least 15 minutes before serving.
White truffles are exceptionally prized and should never be heated. Exposure to heat will deteriorate the aroma.
Black truffles are more robust and their flavor can be intensified with mild applications of heat or limited preparation.
Truffles are best paired with fat so we recommend using our butters or oils to maximize your experience.
Truffles can be simply shaved using a truffle shaver, microplane®, or mandolin at the thinnest possible setting, if applicable.
Caviar
What is caviar?
The common misconception is that caviar and roe are interchangeable terms. In fact, roe refers to any and all fish eggs, while caviar refers only to sturgeon eggs (familyAcipenseridae). All caviar is roe, but not all roe is caviar. Caviar eggs are harvested at the peak of freshness, washed, salt-cured, aged, known as the Malossol method.
How should caviar be stored?
As soon as you receive your caviar, place your caviar tin on bed of ice mixed with salt (in a bowl or tray) and refrigerate in the bottom drawer of your refrigerator at temperatures 28°-34°F.
How long will my caviar stay fresh?
We highly recommend enjoying your caviar within a week after you receive your order since residential refrigerator temperatures are inconsistent.
What is the ideal way to enjoy caviar?
Similar to our storage recommendations, caviar should be served over a bed of ice to ensure the coldest possible temperature. Caviar can be consumed as is or in combination with a food of your choice that does not expose it to extensive heat.
Discounts
Do you offer discounts?
Yes. Join our email list and follow us on Facebook and Instagram to be notified of any upcoming discounts. Additionally, please learn more about ourl oyalty program.
Can I use multiple discount codes?
Discount offers cannot be combined, unless otherwise specified. Only one discount code can be applied for each order unless otherwise specified.
Do discounts expire?
Every discount code, unless otherwise specified, have an expiration date. Discount offers are time sensitive and your order might be impacted by available product inventory. We will notify you if your order might be impacted in order to find a resolution in a timely manner.
How can I apply discount codes?
Once you have added qualifying products to your cart, a discount code can be applied during checkout.
My Account
Do I need to create a loyalty account to buy your products?
While a loyalty account is not required, account holders can earn points with each purchase that can be redeemed for discounts for future purchases. You can sign up for free HERE
Do you have a membership or loyalty program?
Yes! Our loyalty program is free to sign up and members can earn points by purchasing Urbani Truffles products. Members can earn up to 6 points per $1 spent on purchases. Points can be redeemed for discounts up to $100 on future purchases. More information available in Urbani Truffles Rewards section.
How can I create a loyalty account?
You can create your loyalty account by signup up HERE
