We offer Free "Economy" ground shipping with an estimated handling time of 5-10 business days. Custom or Special order items may take longer and you are required to arrange ample of help to unload the item off the truck.
- In-home delivery or Threshold delivery is offered item by item basis for additional fees. Please select "White Glove Delivery" if you decide to choose this option. Please note: delivery personnel is not required to set up your furniture. They will only move the furniture into first dry spot of your house or building. If you live in an apartment/condo; it is recommended you choose this service instead.
- Economy Ground (e.g. UPS, FedEx) tracking information will be emailed to you once item has shipped. Item that is over 100lbs will be shipped via a Less Than Truckload (LTL) Carrier hence your daytime contact phone number is needed.
- Please note that we do not ship to Alaska, Hawaii, or Puerto Rico. We apologize for the inconvenience.
- We do not export, or ship to international addresses.
- We cannot ship to APO, FPO or PO BOX addresses.
- To ship your order, we will use the carrier of our choice, and handling times typically 5 to 10 business days depending upon the distance from the shipping point. Oversize item that require at least 2 persons to carry may require additional transit time.
Before signing the bill of lading please inspect your merchandise presented by the trucking company. If there is obvious damage to the merchandise, please document this damage on the bill of lading before the driver leaves. Any package defects such as tears, punctures, crushing, water damage or placement of the item wrong end up may indicate concealed damage. Please keep all packaging until you have determined the order is acceptable.
During delivery, if you see obvious damage, you may refuse the shipment and note the reason for the refusal on the delivery paperwork. Please contact us to arrange for a replacement. You will not be charged for shipping and handling on your replacement order.
In the event you accept a damaged shipment, you will incur all responsibility associated with filing a freight claim with the carrier. Please retain all damaged items (pallet, carton, etc) including documentation (delivery receipt, pictures, etc) in your possession as the carrier has the right to inspect the damaged merchandise and original shipping cartons before processing your claim.
Please make sure the shipping address is correct and is not located in an island or inaccessible areas with exorbitant tolls and/or entry fees as the carrier will assess re consignment fees in the event you wish to change the shipping address or additional concession(s) is/are needed after your order has left our warehouse. These fees vary and once determined must be collected before a re-consignment is authorized. Otherwise we will treat this as refused shipment. Please contact us if in doubt
Once a product has shipped and then refused or canceled or has to be redelivered; the customer shall be charged all shipping charges, and a 25% restocking fee. This covers the outbound freight, return freight, redelivery fees, storage fees, cost to receive and inspect all returned items.
DELIVERY NOTE: We rely on third party carriers to ship your order. Please understand that circumstances outside our control may occur, which may cause your shipped package to arrive one or two days before or after your requested delivery date. Some delays may include but not limited to are: Weather, holidays, rural area constraints, lack of response by recipient, product availability, invalid delivery date entered, incorrect address information entered; in addition if the incorrect address information is entered or customer missed delivery after appointment has been set then additional delivery fees may apply. This fee has to be paid before item can be redelivered. Our cancellation and return policy shall apply if this fee is not paid prior to redelivery.
Cancellation and Return Policy
Urban Loft offers a 14-Day Return Policy on all our products. If for any reason you aren't satisfied, you can return any item in its original condition. Items must be returned within 14 days of delivery and received by Urban Loft in new condition and in the original packaging, including outer boxes. Our actual cost to have it shipped to you will be deducted from the refund. Also, there will be a 25% restocking fee. Buyer is responsible for return shipping. Items must be received by us within 7 calendar days from when we issue the RMA or you will not receive any credit for your return. Special orders cannot be cancelled or returned.
All returned items must be in the new/original condition they were received, unless you are returning a damaged item. Merchandise that has been reported as in perfect condition by the customer before return will be charged if item is received damaged. A return authorization is required for all returns. Please contact customer care to obtain a return authorization. All shipping costs associated with returned merchandise are the responsibility of the customer.
Be sure to inspect all packages for damage before signing for the package. If damage is visible, reject the shipment, be sure the driver notes the damage and contact Customer Support as soon as possible. We will file a damage claim with the shipper and ship a replacement as soon as possible. Damage claims will not be accepted if the damage is not noted to the shipping company upon delivery. Please note that all measurements are estimates only. Returns/Cancellations are not allowed due to shipping damage. We reserve the right to repair or replace items damaged during shipping.
Please take pictures of the damage(s), customer must contact customer service within 48 hours to report damage or incorrect item received and to receive a return authorization. All original packing materials must be kept for return. It is the customer's responsibility to keep all packing materials, boxes, and documentation for any return. Urban Loft is not responsible for any items and packaging materials that are discarded by the customer.
*items can enter into the shipping process within hours of ordering. Once your order has entered into the shipping process shipping and handling will be deducted from your credit if a cancellation occurs.
Urban Loft will repair or replace the damaged, defective part for no additional charge (subject to manufacturer's permission). If a return is desired instead of replacement, the Returns clause applies and Urban Loft’ initial shipping and restocking costs will be deducted from the credit.
DAMAGED MERCHANDISE MUST BE RECEIVED BACK IN WAREHOUSE BEFORE ANY REPLACEMENT/REFUND WILL BE ISSUED.