IS SHIPPING FREE?
Orders of $299 or more (before tax) ship free by standard ground shipping within the continental US. Exclusions apply: oversized and freight items, and contractor, jobsite and landscape equipment, ship at the rate shown at checkout before you pay. See our shipping policy for the full list.
WHEN WILL MY ORDER SHIP?
Orders are typically processed within 1–2 business days, and you will receive a tracking number by email once your order ships. Some products are made to order or ship directly from the manufacturer; lead times are noted on the product page, and we will tell you right away about any delay.
HOW WILL MY ORDER SHIP?
Parcel-size items ship by UPS, FedEx or another ground carrier. Large or heavy items ship by LTL freight with curbside delivery, and the carrier calls to schedule a delivery appointment. Lift gate service can be selected at checkout.
WHY DID MY ORDER ARRIVE IN SEPARATE PACKAGES?
Items in one order may ship from different warehouses, so you may receive more than one delivery and tracking number.
WHEN WILL I RECEIVE MY ORDER?
Parcel orders usually arrive 5–8 business days after shipping. Freight orders usually arrive 5–10 business days after shipping.
DO YOU SHIP TO ALASKA, HAWAII OR US TERRITORIES?
We ship selected products to Alaska, Hawaii and other US territories, but not to Puerto Rico. We confirm the freight cost with you in writing before your order ships.
WHAT IF MY ORDER ARRIVES DAMAGED?
Inspect your shipment before signing. If you see visible damage, refuse the delivery and call us at 917-540-6070. If you find damage after delivery, send photos to support@urbansupplyinc.com within 24 hours.
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 support@urbansupplyinc.com for further assistance.
Please note that your order must be reported within 30 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, provided the damage was reported within 24 hours 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 30 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 support@urbansupplyinc.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 support@urbansupplyinc.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 support@urbansupplyinc.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 support@urbansupplyinc.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 support@urbansupplyinc.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 in their original packaging and condition, provided the damage was reported within 24 hours of delivery. 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 30 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 support@urbansupplyinc.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 support@urbansupplyinc.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 support@urbansupplyinc.com or use the following link. Contact Us (urbansupplyinc.com).
Wood Fireplaces
