OVERVIEW

There’s nothing like the magic of fire to feature comfort and wonder to not only one room but two! Discover its stylish appeal that's perfectly suited as a divider in large multi-purpose rooms such as an excellent room or lower level.

Enjoy the elegance and warmth of glowing embers and dancing flames around our seven-piece cast split oak log set. it's absolute to be the focal point of your home. make a choice from a variety of decorative options to create your own distinctive appearance and be assured of complete safety, comfort and long-lasting value from a manufacturer of wood and gas fireplaces.

Choose from a variety of views available in See Through, Left or Right Corner, or Peninsula. Here may be a fireplace that features a fully sealed combustion chamber with no pollution spillage to depreciate the indoor air quality of your home.

The peninsula style allows for a three-sided view to divide a room or create a unique focal point.

Design your fireplace to match your decor by selecting decorative grill kit/louver finishes. Each unit comes standard with tempered glass panels; upgrade to tempered glass kit with safety barriers or ceramic glass for higher heat reflection and use for installations which will be near water (kitchen or bathroom). The burner are often set with the valve/control on the left or right-hand side and is available with a millivolt (standing pilot) ignition or intermittent pilot (electronic) ignition.

STANDARD FEATURES

• Color: Black
• Vent Type: Direct Vent
• Safety Screen Barrier
• Fuel Type: Propane Gas, Natural Gas
• Efficiency Ratings: 57.7% NG / 54.7% LP
• ANSI/CSA listed for both USA and Canada
• Able to be configured for multiple view applications
• Specific Use Options: Mobile Home Approved / Bedroom Approved
• Able to be equipped with a full line of remotes and wall switches
• Hi/low Millivolt or IPI valve with variable adjustment of flame and BTU
• Includes safety barrier screens to prevent accidental contact with hot glass
• Reliable standing pilot valve system operates readily during power outages
• Fireplace Type Options: Peninsula Fireplace / See-Thru Fireplace / Corner Fireplace
• Intermittent pilot system eliminates the need for a standing pilot and offers reliable spark ignition
• A triple burner with seven-piece cast split oak log set with glowing ember bed and decorative ash bed
• A flame sensor that constantly monitors the pilot flame and provides 100% gas shut off if pilot is not sensed

*Venting Requirements: This unit requires a venting pipe with an inner diameter of 4 Inches. Please see the Venting Components section on this page if available for venting pipe that must be used with this unit.

PRODUCT SPECIFICATION

DIMENSIONS

CA Residents: See Prop 65 WARNING

OPTIONAL ACCESSORIES

Click to see Conversion Kit

Conversion Kit

Conversion Kit to Propane Millivolt (31MDV-CKLP) For Millivolt Units only Natural gas to propane Complete with conversion instructions For use with MDV31 Direct Vent Zero Clearance Gas Fireplace Includes all necessary gas valve and pilot assembly conversion components Conversion Kit to Natural Gas Millivolt (31MDV-CKNG) For Millivolt Units only Propane to natural gas Complete with conversion instructions For use with MDV31 Direct Vent Zero Clearance Gas Fireplace Includes all necessary gas valve and pilot assembly conversion components Conversion Kit to Propane IPI (31MDV-CKLPI) For IPI Units only Natural gas to propane Complete with conversion instructions For use with MDV31 Direct Vent Zero Clearance Gas Fireplace Includes all necessary gas valve and pilot assembly conversion components Conversion Kit to Natural Gas IPI (31MDV-CKNGI) For IPI Units only Propane to natural gas Complete with conversion instructions For use with MDV31 Direct Vent Zero Clearance Gas Fireplace Includes all necessary gas valve and pilot assembly conversion components

Click to see Log Set (Required to Complete)

Log Set

Seven Piece Cast Split Oak Log Set (LOGC31) Beautiful split oak design offers stunning realism Cast refractory construction ensures lasting durability Designed specifically for MVF40 and MDV31 multi-sided fireplaces

Click to see View Kit and Grill Kit (Required to Complete)

View Kit and Grill Kit

	Tempered Glass Peninsula View Kit (M30PK) Color: Black Tempered Glasses: 1 x Large Glass and 1 x Small Glass Safety screens included to prevent accidental burns Use in conjunction with peninsula grill kit  Configures the MDV31 multi-sided fireplace for a peninsula application
	Peninsula Grill Kit (MGPKBL) Three Sets Finish: Black Type: Peninsula Grill Kit For use with M30PK, M39PK and MVF40PK Peninsula Kit Allows heat to radiate readily into the room Available in multiple finishes for different decors Required to complete the installation of the unit Louver kit for MDV31 and MVF40 peninsula applications
	Tempered Glass Corner View Kit (M30CK) Color: Black Configures the MDV31 multi-sided fireplace for a corner application Tempered glass construction radiates heat to the room Safety screens included to prevent accidental burns Use in conjunction with corner grill kit
	Corner Grill Kit (MGCKBL) Two Sets Finish: Black Allows heat to radiate readily into the room Available in multiple finishes for different decors Required to complete the installation of the unit For use with M30CK, M39CK and MVF40CK Corner Kit Louver kit for MDV31 and MVF40 corner applications
	Tempered Glass See Through View Kit (M30SK) Color: Black Configures the MDV31 multi-sided fireplace for a see through application Tempered glass construction radiates heat to the room Safety screens included to prevent accidental burns Requires use of a clean view or grill kit

Click to see Grill Kit or Designer Clean View Kit (Required to Complete)

Grill Kit or Designer Clean View Kit

	Designer Clean View Circulating Kit (Z36CVCK) Color: Black Clean view kit for MDV31 series see through fireplaces Offers a clean appearance to the unit Must be used on both sides of the fireplace
	See-Through Grill Kit (MGSKBL) Two Sets Finish: Black Allows heat to radiate readily into the room Available in multiple finishes for different decors Required to complete the installation of the unit For use with M30SK, M39SK and MVF40SK See-Through Kit Louver kit for MDV31 and MVF40 see-through applications

Click to see Refractory Liner Kit

Refractory Liner Kit

	Refractory End Panel (MDV38RLE) Color Options: White, Gray Designed to add a realistic appearance to the firebox interior Durable cast refractory construction Installation hardware included Mimics the look of traditional running courses of brick Designed specifically for MDV31 and MVF40 series fireplaces
	Refractory Side Panel (MDV38RLS) Color Options: White, Gray Designed to add a realistic appearance to the firebox interior Durable cast refractory construction Installation hardware included Mimics the look of traditional running courses of brick Designed specifically for MDV31 and MVF40 series fireplaces

Click to see Fan Kit

Fan Kit

Speed Temperature Sensing Fan Kit (Z36FK) Squirrel cage blower design for quiet and powerful operation Thermal switch for automatic on/off operation Variable speed control with built in all off setting Designed to fit Kingsman fireplaces

Click to see Black Surround (For See-Through Louvered only)

Black Surround

Black Surround (Z36SBL) Finish: Black Measures 41 1/8" wide by 34 1/2" high Designed to accent the transition between the fireplace and surrounding wall Designed for louvered installations of the MDV31, as well as the MVF40

Click to see Thermostat

   
Thermostat

Wall Mount Thermostat- For Millivolt Units (Z2MT) Simple on/off millivolt thermostat design Easy to use digital control Allows convenient operation of gas appliances Simple to wire to existing millivolt systems Programmable Digital Wall Mount Thermostat- For Millivolt Units (Z80PT) Schedule programmable for desired operation Works with Kingsman millivolt appliances Easy to read digital LCD display

Click to see Remote Control

Remote Control

	On/Off Remote Control for Millivolt/IPI Units (GFRC) Simple on/off operation for millivolt appliances Allows for the operation of the appliance without manual control Included receiver easily mounts within the appliance chassis Reliable RF transmitter operation
	Thermostat Remote Control Millivolt/IPI Units (GTRC, EGTRC) On/off operation with modulating thermostat control Allows for the operation of the appliance without manual control Included receiver easily mounts within the appliance chassis Reliable RF transmitter operation
	Thermostat On/Off modulating for Natural Gas/Propane Millivolt/IPI Units (GTMRCN, GTMRCP, EGTMRCN, EGTMRCP) On/off operation with modulating thermostat control Allows for the operation of the appliance without manual control Included receiver easily mounts within the appliance chassis Reliable RF transmitter operation Includes high/low modulating motor for natural gas and propane gas fireplaces
	Thermostat On/Off modulating and fan control for Natural Gas/Propane Millivolt/IPI Units (GTFRCN, GTFRCP, EGTFRCN, EGTFRCP) On/off operation with modulating thermostat control Allows for the operation of the appliance without manual control Included receiver easily mounts within the appliance chassis Reliable RF transmitter operation Includes high/low modulating motor for natural and propane gas fireplaces Allows for control of optional fan operation

Click to see venting products

venting products

DuraVent Sloped Flue Stove Pipe Adapter - ZDVDFA
	The Dura-vent fireplace adapter is just the thing you would like to keep the fireplace residue from infiltrating your house. With this vent, fresher air is produced throughout the house.
45-Degree DirectVent Pro Elbow - 46DVA-E45
	Use to offset obstructions as needed. Fully unitized, twist-lock construction. Elbows swivel, allowing the lock to remain fully engaged while aligning to the desired direction. The angle will remain fixed at 45°. Finish: Galvanized & Black.
90-Degree DirectVent Pro Elbow - 46DVA-E90
	Use to offset obstructions as needed. Fully unitized, twist-lock construction. Elbows swivel, allowing the lock to remain fully engaged while aligning to the desired direction. The angle will remain fixed at 90°. Finish: Galvanized & Black.
4"x6.625" DirectVent Pro Pipe Length
	Features a fully unitized twist-lock construction in both 4” x 6 5⁄8” and 5” x 8” vent sizes. Use of sealant is optional unless specified by the appliance manufacturer. Finish: Galvanized & Black.
4"x6.625" DirectVent Pro Pipe Extension
	Use to add length to a straight length of DirectVent Pro. 8 ½” pipe adds 3”- 7” of length, 16” pipe adds 3”- 14 ½” of length when used with rigid sections of pipe. Direct vent lengths feature a fully unitized, twist-lock construction. Available in black or galvalume exterior.
4"x6.625" DirectVent Pro Adjustable Pipe
	Use of sealant is optional unless specified by the appliance manufacturer. Available in black or galvalume exterior.
DirectVent Pro Wall Strap - 46DVA-WS
	Use to support vent pipe. Provides 1” clearance. Recommend installing Wall Straps at 4-foot intervals on vertical runs.
DirectVent Pro Ceiling Firestop - 46DVA-FS
	Required for multi-story vertical installations on the second floor and any subsequent floors.
DirectVent Pro Vinyl Sliding Standoff - 46DVA-VSS
	Use as a heat shield on structures with vinyl siding, or other temperature-sensitive materials, to help prevent warping and or melting of the material.
DirectVent Pro Attic Insulation Shield - 46DVA-IS
	Required for installations that pass through an attic to prevent insulation and debris from accumulating near the vent. Provides 1” clearance to combustibles.
Horizontal Chimney Vent Termination Starter Kit
	Round and Square Horizontal Chimney Vent Termination Starter Kit will provide you with the secure and efficient ventilation you need to stay your fireplace functioning well. This vent termination starter kit is 36/60 inches long, and it comes with a wall thimble, all the screws, and a mill pac.
Flex Chimney Vent Kit - 4" Inner Diameter
	Flex ventilation material adapts to tight spaces and corners and allows you more freedom with the placement of your stove. 5 / 8 / 20 Foot Length. Spring, Screws, Mill Pac Included. Primarily used as an extension for venting systems.
DirectVent Pro Adjustable Roof Flashing - 46DVA-F6
	Use to weatherproof the penetration of vent pipe through the roof. Select roof flashing based on pitch of the roof. For pitches of 0/12 - 6/12. Storm Collar required. Made of galvalume.
DirectVent Pro Steep Roof Flashing - 46DVA-F12
	Use to weatherproof the penetration of vent pipe through the roof. Storm Collar required. Made of galvalume.
DirectVent Pro Dead Soft Aluminum Flashings - 46DVA-F6DS
	Available in sizes 4”x 6 5⁄8” and 5”x 8”, in 0/12-6/12 (shown) and 7/12-12/12 styles. Made of malleable dead soft aluminum. Use with metal or tile roofs.
DirectVent Pro Storm Collar - 46DVA-SC
	Use to maintain a weather tight resistant seal between the pipe and the flashing.
DirectVent Pro High-Wind Termination Cap - 46DVA-VCH
	Available in aluminum. Use for vertical terminations only. For vertical terminations only. Provides improved performance in high wind conditions.
DirectVent Pro Low-Profile Termination Cap - 46DVA-VC
	Available in aluminum and stainless steel (S). Use for vertical terminations only. Check the appliance manufacturer’s instructions to determine which caps are approved for use with their appliance.
DirectVent Pro Wall Thimble - 46DVA-WT
	Use with Square Horizontal Cap only. Provides a complete wall-pass-through and firestop. Refer to the appliance manufacturer’s installation instructions for requirements.
DirectVent Pro Square Horizontal Termination Cap - 46DVA-HC
	Use for standard and high-wind through-the-wall termination. Check installation instructions for restrictions on horizontal cap terminations. Available in aluminum, stainless steel (S), and copper (C).
DirectVent Pro Round Horizontal Termination Cap - 46DVA-HRCS
	Use for through-the-wall termination. Check installation instructions for restrictions on horizontal cap terminations. Finish: aluminum.
4/7 Horizontal Vent Termination - FDVHT, FDVHSQ
	Round/Square Vent Horizontal Termination for 4x7-Inch Venting provides a premium installation component for use with your fireplace.
Universal Safety Cage for Horizontal Termination - FDVHSCU
	Universal Safety Cage. Designed for Horizontal Termination. Use with Horizontal Vent Starter Kit.
Horizontal Stucco Shield - FDVHSS
	It's designed to protect the stucco siding from heat. Its product adding a direct vent stove to your home, consider the protection necessary for using it safely.
Chimney Vent Snorkel Termination - Z47ST24, Z47ST36
	Chimney Vent Snorkel Termination for 4x7-Inch Venting provides a premium installation component to be used with your fireplace. With a variety of styles and high-quality materials. If a vertical rise is necessary on the exterior side of the building.
Convertible Between 15' & 40' Vertical Vent Termination - FDVVT40
	It's convertible between 15' and 40' vertical. The convertible function allows for better flexibility and use. Must watch out to follow the proper steps and double-check that the proper parts and accessories are being used.
Vertical Chimney Vent Termination - Z47VT
	Direction: Vertical Type: Vent Termination Fireplace type: Zero Clearance direct vent gas
Attic Insulation Shield - ZDVAIS
	This shield will protect your attic and roof from the heat that escapes through the chimney. The shield offers 12" and 24" of insulation designed to surround your chimney.
Vertical Chimney Vent Offset Support - ZDVVOS
	It'll support your chimney through inclement weather, including heavy rain, snow accumulation, and wind, also as natural wear from gravity over time. The support has been tested for durability and function.
Vertical Chimney Vent Firestop Spacer - ZDVFS
	Chimney Vent Firestop Spacer is created out of rugged metal that will not deteriorate within the short term, and it'll make sure that your chimney vent is held at a correct length from any flammable surface nearby, such as the wall.
Chimney Vent Roof Support - ZDVRS
	Chimney Vent Roof Support will help your chimney function well through various circumstances: heavy wind, storms with heavy rain, hail, and snow accumulation just to call some.
Wall Thimble for Horizontal Venting - ZDVWT
	Horizontal Chimney Vent Wall Thimble for 4x7-Inch Venting provides a premium installation component to be used with your fireplace. This Vent Wall Thimble is durably constructed and tested rigorously to protect your wall and inner material from the hot surface of the ventilation piping.
Heat Deflector Siding Shield - ZDVSS
	Siding Heat-Shield for Horizontal Round Chimney Termination will protect your siding from the chance of combustion to the heat. Protect combustible siding from combustion and charring. Made with careful metallic composition for heat tolerance.
Large Return Siding Shield - ZDVSSLR
	Siding Heat-Shield for Horizontal Round/Square Chimney Termination will protect your siding from the chance of combustion to the heat.
Roof Flashing with Storm Collar - ZDVAAF, ZDVAF2, ZDVAF3
	This storm collar measures 7" in inner diameter. This product has the capability of sealing the vent lengths that protrude from a sloped roof. And also, vertical installations are needed with this product and can be purchased separately.
7" Storm Collar - ZDV7SC
	7-Inch Vertical Venting Storm Collar for 4x7-Inch Vertical Venting provides a premium installation component to be used together with your fireplace. This storm collar measures 7 inches in diameter.
3-Feet Insulation Sleeve for Low Enclosures - MDV38IS
	If you have a multi-sided direct vent fireplace, you'll need an MDV38IS Insulation Sleeve. This insulation sleeve measures 3 feet and is for low enclosures.
Flex Connector - 4" & 7" Diameter - ZDV4FC, ZDV7FC
	The chimney vent is just the thing to stay your belongings free of dirt. This chimney vent is provided with a flex connector that measures 4 or 7 inches in diameter.
Flex Clamp - 4" & 7" Diameter - ZDV4FCL, ZDV7FCL
	Flex Clamp provides a premium installation component to be used with your fireplace. This clamp is 4 or 7 inches in diameter.
4" Standoff Spring Spacer - ZDV4SS
	Spring standoff spacer is simply the part needed for your chimney vent. This spring spacer measures 4 inches in diameter and has the potential of withstanding years of use. This spacer also will keep its polishing color.

DOWNLOADS

• Product Brochure
• Product Manual
• Kingsman Product Catalog

IS SHIPPING FREE?

Yes, shipping is free all over the United States on all items over $299. 

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). 

Urban Supply Inc guarantees the lowest eligible online price on it's products.

If you find a lower price for any products on our store, we pice match it. In order to be eligible, you must provide proof - whether a screenshot, invoice, email, etc. of the lower offer.

Policy

We work very hard to ensure that we offer the absolute best prices online. If you find another online store that offers a lower price than us, please let us know and we will refund your original payment for the difference. We want you to feel confident that you are getting the absolute best price for the product you are ordering.

Our 100% Price Match Guarantee has some limitations:• You must purchase the item from our website before requesting your Price Match Guarantee
• Promotions such as rebates and buy one, get one free offers are not eligible
• The item must be in stock on the competitors website
• The competitor must be an online store, they may not have a retail location
• The website can not be a discounter or auction website (ie; eBay, overstock, etc.)
• Refund requests EXCLUDE special once-a-year promotions such as Black Friday/Cyber Monday.
• The competitor must be an Authorized Retailer of the product in question
• The Price Match Guarantee includes the item price and the shipping charges, it excludes sales tax.

*Certain exceptions may apply.

Urban Supply Inc strives to give its customers the lowest price allowed by its manufacturers. We want you to have the best value and the best deal which is why we always offer the best sales and discounts. Keep checking our website for new deals and subscribe to our social media accounts to get the latest that we are offering.

The Price Match Guarantee policy is also limited by the calculation of cost vs loss. If the Price Matched is incurring a loss, it is up to us to make a final decision about whether we can approve the proposed price.

Refund Policy

We totally understand what it's like to have concerns or worries with your order. If you ever have any concerns or worries, we'll gladly serve you and address any concerns you have! Simply email us at urbansupply.info@gmail.com for further assistance.

Please note that your order must be reported within 60 Days of the Delivery Date. We cannot accept any Return Requests after this period.

Refunds

The only requirements are that every item be unused and in its original packaging. You must keep the pallet if you want to return larger appliances. A product cannot be returned if it has been installed, used, or if the pallet or box are missing.

Any broken or damaged items can be returned for a refund in their original packaging and condition within 60 days of delivery. To be eligible for a return, your item must be brand-new and in the same condition that you received it.

As a reminder, you must report your order within 60 days of the delivery date. After this time, we won't accept any return requests.

Photos Required - Photos of the damaged item or items you are returning will be requested by our customer service representatives. If no photos are available, which are needed for processing returns, returns won't be processed.

Missing parts?

Please contact us right away at Urbansupply.info@gmail.com if, for any reason, you received your order but some of the parts are missing. We will send out a replacement order for the missing parts right away.

Restocking Fee: Please be aware that there is a minimum 15% restocking fee for all returns, cancellations, or refused packages that have already been sent out. The restocking fee will be determined by the product and brand.

Only when there are issues with your order's shipping or if there was a mistake on our end in getting the item(s) to the customer will we exclude the restocking fee. Other conditions that can also be applied: Items that arrive damaged, wrong item is sent, or if item is in used condition.

The cost of return shipping is not covered by Urban Supply. Unless otherwise stated, shipping costs are not refundable and are the responsibility of the customer. The cost of the return label may be deducted from your refund if the customer requests one, though we will provide one with every order.

Orders that have already shipped are subject to restocking fees.
If you reject a delivery because it is damaged, this is not considered a return. A replacement unit will be sent to you at no cost.

How do I get started?
Please start your return by getting in touch with Urbansupply.info@gmail.com:
To begin your return, send your order and a receipt or another form of proof of purchase. In order for us to validate your return order right away, please include "RETURN - ORDER #" in the subject line of your message.

If an order is canceled after it has been shipped, the delivery is refused, or it is returned because the customer neglected to make a delivery appointment, it will be automatically sent back to the warehouse and handled as a return.

Please include a brief explanation of the return's cause in the email's body, along with any supporting documentation you deem necessary.

As there is no way for us to track the return package, kindly do not send your purchase back to the manufacturer without first getting in touch with us.

Due to upcoming promotions or lower prices from competing retailers, Order Prices are Final and Cannot Be Refunded.

The sale price is final once an order has been fulfilled.
Since all costs are fixed at the time of purchase and are set by the suppliers/brands we work with, we are unable to reimburse you for future promotions after your purchase. Likewise, if you find the same item for less elsewhere or on our website after placing your order, we are unable to refund you the difference.

You will not be charged for the shipping of any components you might be missing.

Send us an email at Urbansupply.info@gmail.com with your order number, the issue with the order, and any supporting documentation to receive support.

Depending on the severity of the damaged item, our team will determine how to proceed after receiving your inquiry and will either send a service to assist in fixing the issue or issue a replacement unit (s).

NOTE: All damage claims must be made within 24 hours of delivery. A claim will be rejected if damage is reported more than 24 hours after it occurred.

Late or Missing Refunds

If you haven’t received a refund yet, please wait 4-7 business days. If you still haven’t received a refund, contact your credit card company and ask them if the refund is pending into your bank account. There may be processing time of 4-7 business days for these refunds to appear back into your bank. 

If you still have not received your refund after completing all the tasks above, please contact us at urbansupply.info@gmail.com.

Exchanges 

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at urbansupply.info@gmail.com and include details such as: 

• Order Number: 
• Pictures of Damages Within 1 Hour of Receiving: 
• Item To Be Exchanged: 
• Replacement Item:
  

Returns

All products must be returned in their original packaging and unused. Keep the pallet if you are returning larger appliances. A product cannot be returned if it has been installed, used, or if the box or pallet is missing.

You may return any broken or damaged items for a refund within 60 days of delivery in their original packaging and condition. To be eligible for a return, your item must be brand-new and in the same condition that you received it.

Please keep in mind that your order must be reported within 60 days of delivery. After this time, we will not accept any Return Requests.

Photos Are Required - Our customer service representatives may request photos of the damaged item or items you are returning. Returns will not be processed if no photos are available, which are required for processing.

Restocking Fee: Please keep in mind that all returns, cancellations, or refused packages that have already been shipped are subject to a 15% restocking fee. The product and brand will determine the restocking fee.

• Once an order ships it is subject to a restocking fee.
• If you refuse a shipment due to damage, these cases will not be treated as a return. We will send a replacement unit at no cost to you.

Return shipping costs are not covered by Urban Supply. Shipping costs are non-refundable unless otherwise stated and are the responsibility of the customer. A return label can be requested by the customer, and we will include one with every order; however, the cost of the return label may be deducted from your refund. 

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.

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.

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).