Delivery/Shipping Policies + Info

Delivery/Shipping Policies + Information
 
Delivery + Installation Services / Pick-Ups
Our delivery personnel are knowledgeable of our products and they are committed to your total satisfaction.
 
The standard delivery rate within downtown Toronto starts at $145.00 CAD + 13% HST and is quoted based on your location, the size of your order and the number of delivery personnel required to complete the job safely and effectively. Our in-home delivery service is available in a 3-hour arrival window, Monday through Saturday between the hours of 10 AM and 6 PM, subject to availability. All orders must be paid in full before a delivery takes place and pre-booked deliveries will be cancelled due to non-payment (Please see Delivery Rescheduling + Cancellations). We do not offer delivery on Sundays. Please note that any additional chargeable services arranged between you and our delivery team at the time of delivery and without our prior knowledge will be billed back to you at cost.
 
Assembly fees start at $35.00 CAD + 13% HST per half hour and the time involved in unboxing / unwrapping the item(s) prior to assembling the item(s) counts towards the fee. Additional fees will apply for more extensive assembly and will be quoted prior to you placing your order.
 
Deliveries outside of the Greater Toronto Area are available and can be quoted upon request. Please note that long distance deliveries must be booked a minimum of 1 week in advance and the arrival window must take into consideration the travel time required (e.g., we will not book a 10 AM to 1 PM arrival window if the travel time required to reach the destination is in excess of 2 hours.)
 
Smaller packages can be shipped via common carrier to anywhere in North America. (e.g., Canpar, FedEx, Canada Post etc.)
 
Pick-ups are by appointment from our third-party warehouse. All pick-ups are subject to an admin / handling fee of $30.00 CAD + 13% HST, regardless of your order size. Our warehouse team is available to assist with pick-ups Monday through Friday from 10 AM to 5 PM and we require a minimum 1 days’ notice for all pick-up appointments. In the event that a same-day pick-up is requested, we will attempt to make arrangements promptly, however, there are no guarantees and we reserve the right to refuse you this service. Box dimensions and weights can be provided to you prior to your pick-up. Please ensure you measure thoroughly beforehand. Please note that our warehouse team is not responsible for any personal belongings you may be travelling with, nor are they responsible for disposing of any waste / debris you wish to discard. If you are picking up at our warehouse location, please make sure you have the space in your vehicle already prepped.
 
We ask that you inspect your purchase upon its arrival. In the event of manufacturer defect or damage, we ask that you bring it to the delivery person’s attention and note it on the Delivery Waybill with your signature. We kindly ask that you photograph the issue and send the photos to us via email at info@urbanmode.com the same day as your delivery. All claims require a photo/s and cannot be processed without them. If possible, please also photograph the outside of the carton so that we can determine if it was damaged in shipping or a factory defect. Please keep the damaged product and the original packaging material until a replacement is arranged. Depending on the severity of the damage / defect, we may request that the team remove it from your space. This is done on a case-by-case basis. Please contact us at (416) 591-8834 and we will assist in processing the claim. Although we take every precaution possible, defects can go undetected and concealed damage can occur in transit. We will do everything in our power to ensure you receive a replacement as quickly as possible.
 
Delivery Rescheduling + Cancellations
If you need to reschedule or postpone a confirmed delivery, please contact us as soon as possible and we will provide you with a list of available delivery time slots, subject to availability. In the event of an extended postponement of your delivery, orders may be subject to storage fees.
 
Please note that there is a $90.00 CAD + 13% HST same day delivery cancellation fee. Cancellations made after 3 PM on the day before the delivery as well as cancellations after business hours of 5 PM for the next day, as well as cancellations made on a Saturday or Sunday for Monday delivery will count as same day delivery cancellation and are therefore subject to the cancellation fee.
 
Furniture Shipping Information
We ship within Canada and to the US. If you live outside of Canada or the US, please contact us and we will investigate the possibility of shipping internationally.
 
Furniture is shipped via freight or common carrier, depending on the overall size and weight of your order. We charge shipping at cost and attempt to use the best value / safest method available for each case. All shipments are insured and tracking / contact details for the freight company / carrier will be provided once the order has shipped. Shipping rates will be quoted prior to you placing your order. Any additional chargeable add-on services arranged between you and the carrier following shipping of your order and without our prior knowledge will be billed back to you at cost.
 
Orders shipped via freight are by appointment. You will be contacted one to two days in advance to schedule a Monday through Friday curbside delivery appointment. Inside delivery is available and will be quoted prior to you placing your order, if requested.
 
Delivery dates for orders shipped via common carrier are estimates only and are quoted in business days. This does not include weekends and statutory holidays. We do not ship to PO Boxes.
 
For shipments travelling to the US, we do not charge Sales Tax. Duties and Brokerage fees may be applicable on some items and are the sole responsibility of the purchaser.
 
If for any reason you do not receive your shipped order, or have concerns regarding your shipped order, please contact us by phone at (416) 591-8834 or email at info@urbanmode.com during regular business hours and we will investigate promptly. We kindly ask that you reference / include your Invoice # in all communications of this nature.
 
Shipping Times
Our goal is to ship all in stock merchandise within 2 to 5 business days from receipt of payment for your order. We do not keep inventory on all items. All non-stocked merchandise has specific manufacturer lead times which may change or affect the shipping time quoted. You will be notified if your order is a non-stocked item and we will provide you with an expected delivery date. Orders will not be shipped without your prior knowledge. Delivery dates are estimates and do not include weekends and statutory holidays. Expedited shipping is available and can be quoted upon request.
 
 
Delivery Times
Our goal is to have your order arrive prior to the date that you require it. At the time of quotation or order placement, we will provide you with an estimated time of arrival of your order into our warehouse. The lead times that we provide are estimates only and are based on information provided to us by our suppliers in combination with our prior experiences with the supplier in question. There are many instances and occurrences that can affect the lead time of your order and we will keep you informed of any information provided to us by our suppliers that may delay the arrival of your order.
 
On occasion, a supplier may run out of stock, an integral piece of machinery may break down, or a part may become unavailable. Lead times can also occasionally be affected by weather, delays in customs, administrative errors and freight schedules. While frustrating, delays of this nature are beyond our control and do not entitle the purchaser to harass Urban Mode for free services or products or additional discounts. We will do everything in our power to ensure that you receive your order as quickly as possible.
 
Returns + Exchanges
Customer service is top priority at Urban Mode and your happiness is integral to the success of our business. If for any reason you are feeling unsure about an item prior to purchasing it, please contact us by phone at (416) 591-8834 or by email at info@urbanmode.com. We may have a floor model on hand for you to see, test or for short-duration loan-out. Physical / digital material samples are available to loan or take-away depending on the item / supplier. We may also have a public project or external showroom for you to visit to view the item in question. We want you to feel entirely comfortable and confident with your purchase and our non-commissioned associates are committed to providing you with the information required to make the best decision possible.
 
If for any reason an item that you have received is deemed unsatisfactory, we will work with you to resolve the issue. Merchandise purchased from Urban Mode may be returned for store credit or exchange only within 14 days of delivery and only if accompanied by the original purchase receipt, in original condition and in the original packaging. All returns must be pre-authorized by calling (416) 591-8834 or by emailing info@urbanmode.com. All non pre-authorized returns are subject to a 35% restocking fee. Non-stocked items are non-returnable / non-refundable and unavailable for exchange. These include special ordered products, custom upholstery and non-standard finishes. Refunds are not issued except in the case of defective merchandise that we are unable to replace. All returns should be properly repackaged and we will provide strict instructions as to where the item(s) need to be returned (e.g., the store or our warehouse). All methods of transport used to execute the return are at the purchaser's expense.
 
Shipping and delivery fees are entirely non-refundable / non-exchangeable. Claims for defective or damaged items must be filed within 14 days of delivery. Please inspect your items immediately upon delivery. Claims received after 14 days of delivery will not be processed. Please note that items that have been assembled are no longer considered to be in original condition and may not be returned. Products purchased at reduced prices are deemed final sale and cannot be returned for store credit or refund.
 
Important Information to Consider
Be Prepared!
Measure Twice – Deliver Once!
Your happiness is our happiness and we want your purchases to be delivered successfully. Below are some important points to consider prior to making your purchase:
 
  • Our delivery services use cube vans and trucks up to 26 feet long depending on their daily schedule. Where can the team safely park while they are unloading, delivering and assembling your items? If the truck has nowhere to park, it is highly impractical to book a delivery during restricted parking hours.
  • Any parking tickets issued to our delivery team while they are executing your delivery are the sole responsibility of the purchaser and will be billed back to you at cost.
  • Will your furniture fit through your doorways? Consider the dimensions of your thresholds, doorknobs, and door jambs.
  • If you are living in a condo or an apartment, will the furniture fit in the elevator? Be sure to measure both the height, width and depth of the opening and the interior cab. If the elevator in your building needs to be put on service for your delivery, please ensure you make prior arrangements with your building.
  • Will the furniture fit up or down your stairwell? Carefully consider the logistics of moving your items through these types of spaces.
  • Will the furniture fit through your hallway? Are there hanging pendant lamps or wall sconces that may impede the delivery teams’ ability to move your items through this space safely and effectively?
  • We kindly ask that you remove any artwork, furniture or personal belongings that may impede the careful delivery and assembly of your items.
  • Please put your pets in another room so that they are safe from harm.
  • If the delivery team feels uncertain about whether an item is going to successfully fit in or through an opening or area, they may request that you sign off on a Damage Waiver, relieving both them and Urban Mode of any costs associated with repairs / replacements etc.
  • Our delivery personnel are not electricians and they do not offer wall-mounting services. If you require either of these services, contact us by phone at (416) 591-8834 or by email at info@urbanmode.com and we would be happy to provide you with a lead.
 
Urban Mode is not responsible for the measurements of your space, but we are happy to assist you in determining if a piece is dimensionally well-suited. Box dimensions and weights for all items can be requested. Please measure carefully before making your purchase.