IS SHIPPING FREE?

Yes, shipping is free all over the United States on all items. 

WHEN WILL MY ORDER SHIP? I JUST PLACED AN ORDER.

The majority of our orders will be shipped via USPS & FedEx, UPS, or a third-party LTL Freight Shipping company.

WHY IS MY ORDER BEING SHIPPING IN DIFFERENT PACKAGES?

If you have an order with multiple items, each item may be shipping from a different international warehouse, depending on which one has them readily available and can get to you the fastest. If an item is popular and on a bit of a back order, we might ship your items at different times, in different packages, to prevent you from waiting on your order. 

WHEN WILL I RECEIVE MY ORDER?

Orders are shipping out directly from any of our many domestic and international warehouses and they will do everything they can to get you your order as fast as they can. Due to the popularity of our offers, please allow an estimated 1-5 weeks for your order to arrive in the USA (each product varies). Other countries can take an estimated 1-6 weeks (each product varies) due to distance traveling and customs. Please note due to the extreme popularity of our offers, these are only estimates.

Destination

Estimated Shipping Times

United States 5-15 business days (UPS, USPS, FedEX)

Canada 7-25 business days (DHGATE, EMS)

Europe 7-25 business days (DHGATE, EMS)

Australia, New Zealand 7-25 business days (DHGATE, EMS)

Mexico, South America, Central America 7-25 business days (DHGATE, EMS)

Hong Kong, China 7-25 business days (DHGATE, EMS)

We do not ship to PO Boxes.

We do not ship to Alaska, Hawaii, Puerto Rico, Guam, Northern Marina Islands, United States Virgin Islands, any outlining mainland USA islands.

 

WHAT HAPPENS IF MY ORDER GETS STUCK OR LOST IN THE MAIL?

All of our orders are sent with insured shipping and handling. If an order gets stuck at customs, sent back or even lost during the delivery process, we apologize! The postal service is out of our control. However, in cases like this, because the packages are insured, we will send you a new package with quicker shipping and full tracking, if possible. Please see our refund and return policy for when these might be applicable to shipping situations. 

DO YOU PROVIDE TRACKING INFORMATION? 

Yes. Once your order ships, you will receive an email containing your tracking information. Once you receive that email, you can consistently update yourself through our Track your Order tab up above for full clarity and to prevent your package from getting lost. If you haven’t received tracking info within 5 days, please feel free to contact us and will work something out.

WILL I BE CHARGED FOR CUSTOMS AND TAXES? 

The prices displayed on our site are tax-free in USD, which means you may be liable to pay for duties and taxes once you receive your order. Import taxes, duties and related customs fees may be charged once your order arrives to its final destination, which are determined by your local customs office. Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office.

CAN I CHANGE OR CANCEL MY ORDER?

Yes, you can cancel without penalty within 12 hours of making your purchase!

If you change your mind and decide you do not want your order for any reason, you may cancel and receive a full refund within 12 hours of your purchase.

After 12 hours, our team may have processed your order and we may be unable to cancel it immediately. However, once you receive your item, you have 30 days to return it to us (please return the item in its original condition) and you will be refunded in full. We reserve the right to refuse delivery if the item arrives damaged or not in its original condition (evidence will be provided). Depending on the severity of the problem, we reserve the right to charge a 15% restocking fee. All communication will be handled through urbansupply.info@gmail.com. 

WHAT HAPPENS IF MY PACKAGE IS DAMAGED WHEN IT ARRIVES?

Do not be alarmed if your item(s) arrives damaged. First, photograph the damaged item(s) and refuse the package. Once you have the photos, please notify the Customer Service team at  urbansupply.info@gmail.com

Note the damages with the delivery driver on the Bill of Lading/Freight Bill and call us so we can help you move forward, whether it's a replacement or a refund of your money.

If this occurs, please contact us with the following information: - Your order number
- A photograph of the faulty product.
We will send you a return label for the damaged item once it has been confirmed, and once the return has been picked up, we will send you a replacement order.

If an appliance is installed and incurred damage, we cannot replace or repair those damages.

MY ORDER IS MISSING PARTS. 

Any missing parts will be shipped to you at no additional cost.

If your item arrived with missing parts, please contact us immediately at urbansupply.info@gmail.com and we will send you a replacement and the remaining parts as soon as possible.

For More Information Please Visit our FAQ'S Page or Email Us at Urbansupply.info@gmail.com or use the following link. Contact Us (urbansupplyinc.com)