B2B FAQ
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 here
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 EST. 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 EST. 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.
Do you have wholesale pricing?
Yes! We work with all food industry professionals. Please fill out the Wholesale Account Application form located here and a member of our Sales team will reach out directly.
Orders & Shipping:
When will my order ship and when will I receive it?
All perishable items are shipped Priority Overnight (fresh truffles, caviar, frozen products).
All other items are shipped Ground. Allow 5-7 business days for delivery.
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.
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 products, 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.
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, within 24 hours of receiving your order please contact help@urbani.com or call (212) 247-8800 for assistance. For fresh and 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 (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 your 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 (212) 247-8800.
If your order is disrupted due to factors outside of our control (FedEx delays), Urbani cannot be held liable.
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 by clicking on Truffle 101.
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.
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.
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 (family Acipenseridae). 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 inconsisten