Help & FAQs
Placing an Order
Ordering online with Urban Living is as easy as 1,2,3. First, browse through our selection of exciting items in over 70 categories and choose the item(s) you would like to purchase. Then add the item to your shopping cart and proceed shopping or continue to check out. That’s it! It’s that easy.
Canceling My Order
After you have clicked “Place Order,” your order begins to process and you cannot make any online changes to your order. To change or cancel your order prior to shipment, you must email a Customer Service representative. Please note that most orders process quickly and can enter the shipping processwithin minutes. If your order has already entered the shipping process, itcannot be changed or canceled. Canceling a custom or pre-order after 48 hours will result in the loss of your 50% deposit. Orders placed for custom items such as Wildcat Territory and Matteo bedding will incur a 20% cancellation fee after 24 hours.
Urban Living is required by law to charge appropriate sales tax for orders with ship to addresses within the state of New York.
Absolutely! We use Secure Socket Layer (SSL) encryption toensure that your personal information cannot be intercepted and read by a third party. Your personal information and your credit card information are converted into bits of code that are transmitted securely. None of our customers have ever reported fraudulent use of their credit card information as a result of giving it to us over the Web, but if you have ever suspect that your creditcard information is being used without your knowledge, you should contact your credit card company immediately.
30-Day Money-Back Guarantee
For most items, if you are unsatisfied with your purchasefor any reason, Urban Living will be happy to process a return for any restocking fees except on custom items including upholstery where a fabric choice was made.
Before returning an item, please contact Urban Living to obtain return instructions. Items must be unused and unassembled, in their original condition, and in their original packaging, complete with all tags, instructions, and insert. Unless otherwise specified by UL, all returns should be shipped directly back to the manufacturer who shipped it to you (there should be a return address on the packaging), using the same method it wasshipped (UPS, DHL, FEDEX, Freight, White Glove, etc.). If you are uncertain about any of these details, please email UL Support. (Exceptions are products that are custom made, which are noted on the individual product pages).
The return must be post-marked within 30 days of receivingthe item. If the return is not due to damaged merchandise, you will beresponsible for the shipping cost back to Urban Living (or the manufacturer).
Please note that for items that include free shipping,customers will be responsible for round-trip shipping costs on Freight Deliveryreturns. Please note that freight cost will be deducted from your return amountfor all custom items. Custom items color and stitching will sometimes vary andis not returnable for slight differences without a restocking fee.
Credit card orders will receive refunds in the form of acredit. Orders paid by check will receive a check. Please be aware that furniture is highly susceptible to damage during transit. We take great care topack shipments so that they will arrive safely. You may have to provide supplementary packing materials if the outer carton has been worn during theoriginal trip out to you. If you are returning the item, please ship with the carrier that procides tracking numbers and request insurance to ensure safe return.
Be sure to inspect all packages for damage before signingfor the package. If damage is visible, reject the shipment, be sure the drivenotes the damage and contact UL Support as soon as possible. We will file adamage claim with the shipper and ship a replacement as soon as possible.
If the item(s) sent was incorrect, or defective, pleasecontact customer service by phone or email. Please do not send back these itemsprior to contacting Urban Living.
Our manufacturers must receive goods in new condition tofully credit you for the return or exchange. Our manufacturers cannot acceptdeliveries (COD’s).
Please note that for items that include free shipping, customers willbe responsible for round-trip shipping costs on Freight Delivery Returns.
Please note that our return policy varies for larger furniture items, so please ask about our return policy regarding larger furniture items.
You can expect a refund within 30 days of our receiving your returned product.
The packing slip in your package will contain detailed instructions for returning an item.
Here are the basic steps:
- Please refer to your packing slip for returninformation. You must email email@example.com to obtain a return authorization number. Failure to do this could result in your return being sent back to youraddress at your cost.
- Pack the item securely in the original package.
- Enclose one copy of the packing list with the item. Be sure to keep one copy of the packing list for your records. If you cannot send the packing list, please include your order number, billing name,and address with the item.
- All products must be returned in good SELLABLE CONDITION, in original packaging, and with all paperwork, parts, and accessories to ensure full credit. Please make sure to insure your item in caseof shipping damages.
- All return shipping charges must be prepaid. We cannot accept C.O.D. deliveries.
For your protection, we recommend that you use UPS Ground orInsured Parcel Post for your return. Unless your packing slip directs you toship an item to a different address (and if so, follow such directions), ship the return package to:
205 Himrod St. #20
Brooklyn, NY 11237
Keep the Return Tracking Number from the package you arereturning to ensure that the package is returned to the warehouse.
You can expect a refund within 30 days of our receiving your returned product. You will be refunded the shipping cost if the return is aresult of a manufacturer error or a shipping error on our part.
Returning an Oversized Item
We cover shipping charges on returned Oversized Items only ifthe item arrives at the designated shipping address defective or damaged. Damage must be documented with the delivery company. Failure to do so will result in shipping fee’s being charged to you for a return. We do not cover shipping charges on Oversized Items that are returned.
Please note: Shipping charges can be expensive for OversizedItems.
Follow these steps to return an Oversized Item:
- The item(s) must be unassembled and packagedsecurely. Please package item(s) in original package.
- Enclose one copy of the packing list with theitem. Be sure to keep one copy of the packing list for your records.
- Contact a Customer Service representative to receive instructions on arranging for a freight delivery company to pick-upyour item(s). DO NOT FEDEX OR UPS. Please have your order number available whenyou call.
- You must be hoe at the time of the pick-up and the item(s) must be at the door for the freight driver. A re-attempt fee will be charged for a missed appointment.
You can expect a refund within 30 business days of ourreceiving the item(s).
*Please note: If there is extensive damage to an item upon delivery, email us at firstname.lastname@example.org.
We currently offer three shipping options within the United States. You may choose UPS Home, UPS 2nd Day Air, or UPS Standard Overnight Service. If you choose UPS Home, most of our customers in thecontiguous U.S. receive their order in just 7 to 10 business days. With UPS 2nd Day most customers receive their orders in just 2 to 3 business days. Need it faster? UPS Overnight will deliver your order within 1 business day after we have filed your order. We are sorry, but we do not offer Saturday or Sunday delivery. Forcomplete UPS shipping information please visit www.ups.com.All furniture is shipped via freight line companies and expedited shipping isnot available.
Shipping Outside the United States
Urban Living will ship your order to any location within the contiguous United States. For complete shipping information, visit ourShipping Rate Chart.
Shipping to a P.O. Box
We’re sorry, but you must provide us with a valid residential address in order to accommodate your request. For more information regarding UPS shipping requirements, please visit their website at www.ups.com.
Find the UPS tracking number in the e-mail we sent youconfirming that your order has been shipped. Use that number at www.ups.com to check the status of your orderonline. It may take 24 hours before tracking information appears on the UPS website.
If your order appears late, remember:
- Credit card approval must be received prior toprocessing.
- Overnight orders placed after 12 noon EST areprocessed the following day.
- Overnight delivery only occurs on business days (Mondays through Fridays, excluding holidays).
Your shipping charges will appear in the box marked “shipping charges” at checkout for your convenience. For complete shipping information before you check out, please review your Shipping Rate Chart.
We welcome any comments, suggestions, and/or ideas that willmake your shopping experience, either online or in our stores, more enjoyable. Tell us how we can help by contacting us at Urban Living (email@example.com). We would love to hear from you!
Many of the items that are sold on Urban Living come with a manufacturer’s warranty. For additional information on the manufacturer’s warranty for a specific product, please contact the manufacturer directly, or contact Urban Living Customer Service.