Frequently Asked Questions
HOW DO I PLACE AN ORDER?
When you see an item you like, click on "add to cart" and continue shopping until you are ready to complete your purchase. After you have made any changes and updated the quantities as desired, click on "checkout" to finish.
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I AM HAVING PROBLEMS ADDING ITEMS TO THE SHOPPING CART
We use "sessions" to hold your items so you will not have to sign in each time you want to add an item to your cart. This means that you will need to have cookies enabled (Netscape) or at least session cookies enabled (Internet Explorer).
These "sessions" or temporary cookies will disappear as soon as you close the browser window or leave your browser idle for 20 minutes. They are only used during your time in our system to make sure that you are a member of our site and can not be saved by us or used in any way to contact you or find out information about you.
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CAN YOU GIFT BOX MY ORDER?
Urbanizationonline.com offers two gift box options. For $3.50 per item, we will wrap your gift item in our tissue paper, seal it with an Urbanization sticker, place it in a gift box, and seal it with a gift receipt included inside. If you'd like to wrap the gift item on your own, we also offer that option. For $2.50 per item, you will receive all items mentioned above so that you can you can wrap your gift on your own. To select your gift wrap option, check the Gift Services option in the sub-categories.
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WHAT METHODS OF PAYMENT DO YOU ACCEPT?
Urbanizationonline.com accepts:
>> Visa
>> MasterCard
>> American Express
>> Discover
>> Urbanization Gift Cards
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WILL I BE CHARGED TAX?
We are required to collect sales tax for deliveries to all states. The tax rate applied to your order will generally be the combined state and local rate for the address where your order is charged. Your order will be charged in San Carlos, California and the tax rate is 8.25%. We are required to collect tax on shipping and handling charges where applicable.
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WHEN WILL I BE CHARGED?
Once your order has shipped, your credit card will be charged. You will only be charged for the items that are shipped to you, along with appropriate shipping and tax. Orders are subject to verification and acceptance before shipping. We are not responsible for typographical errors.
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HOW WILL MY ORDER BE SHIPPED AND HOW MUCH WILL I BE CHARGED?
Most orders will ship out within a day of ordering. (We do not ship Saturdays, Sundays, or holidays.) Your order will be shipped standard Fed Ex unless you specify an alternative. Once it is shipped, orders are generally received within 5 business days.
>> All orders from $0-$74.99-add $7.95
>> All orders from $75-$124.99-add $9.95
>> All orders $125 and over- Free Standard Shipping!!!
>> Phone orders $125 and over-add $12.95
There is an additional shipping charge of $7.00 for orders shipped to Alaska, Hawaii, Puerto Rico, Guam, and the Virgin Islands. Orders to these destinations will ship Federal Express Priority Mail and cannot be expedited, but will incur additional shipping charges.
If you would like your order shipped to multiple locations, an additional $5.00 will be charged for each additional shipping address.
Additional shipping costs may be added to the standard shipping costs on oversized housewares items. This amount will be indicated in the item description and will also appear at checkout.
We are able to expedite orders for an additional charge.
>> Two day delivery-add $15.00
>> Overnight delivery-add $35.00
For overnight delivery, orders must be submitted Monday through Friday by 10am Pacific Standard Time...no express delivery to Alaska, Hawaii, or P.O. boxes. Overnight delivery orders placed on Friday by 11:00 AM will arrive on Monday. Please note that Two Day and Overnight Delivery refers only to delivery time and not to the time needed to prepare your order. While most orders are ready for shipping within one day of ordering, some orders take additional time.
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CAN MY ORDER BE SHIPPED INTERNATIONALLY?
At this time, we are only able to ship orders to addresses in the United States and Canada, but hope to expand our markets and ship internationally in the future. Until we can deliver to your doorstep, we hope that you will visit our store front in San Carlos, California.
For a more detailed description of addresses we serve, please email us at info@urbnonline.com. Some items are not available for export.
All orders shipped internationally will be assessed the standard shipping charge based on the amount of the purchase and an additional minimum of $50.00. The exact amount is based on the recipient's address and will be emailed to you after you place your order. International orders will be shipped UPS Ground, Fed Ex, or U.S. Mail. Unfortunately, these orders cannot be expedited. All of our web site prices are in U.S. dollars, and the credit card company will calculate the exchange automatically. Please remember taxes and duties may be assessed by your country's customs and are your responsibility.
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CAN I CANCEL MY ORDER AFTER IT HAS BEEN PLACED?
Once you have submitted your order, and during the processing time frame, we are able to cancel your order. Once an order has been shipped we are no longer able to cancel an order.
You can check the status of your order by clicking on "My Account" in the top navigation bar. Sign in to access your account by entering your email and password. You can expect to receive your package in approximately three to five business days from the date the package shipped.
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HOW WILL I KNOW IF MY ORDER SHIPPED?
To check the status of your order, you may visit the My Account area of the website, login, and check the status of your order there.
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WHAT IS UrbanizationOnline.com's RETURN POLICY?
We want you to love what you ordered. If something is not right, let us know. Our return policy is as follows:
We gladly accept returns of any unwashed, unworn or unused merchandise at any time accompanied by the sales receipt and tags attached. For items returned within 30 days from the date of purchase, the original method of payment will be refunded, less shipping. For items returned after 30 days from the date of purchase, a merchandise credit will be issued for the price paid, less shipping.
For merchandise returned without an original receipt or tags attached, a merchandise credit will be issued for the current retail-selling price if the item(s) returned.
A one-time price adjustment will be granted when an original sales receipt is presented within 10 days of purchase.
Sale items may be may be exchanged or returned for merchandise credit only. Clearance items are final sale and will be indicated in the description area when you visit that item as well as innerwear, swimwear, footwear, earrings and body jewelry.
If you receive a damaged item, please notify us within 10 days from the day you receive your package. Any damage claim made after 10 days will not be accepted.
Gift certificates may be redeemed for merchandise only.
If you would like other items you may place another order through the web site. Pack all items in a secure carton or reuse the original packaging and enclose the packing slip.
Give us a call at 650.594.0900 for a Return Authorization Number. Please write this number on the box where it's easy to see. Returns will not be accepted without a return authorization number. Returns received without a return authorization number will not be the responsibility of UrbanizationOnline.com.
• Drop your package in a mailbox, give it to your postal carrier, or take it to any authorized USPS facility.
You can also send the item back to us at the address below using any other traceable method. Be sure your package is insured and prepaid. Once we receive your package, we will promptly exchange or refund as you instruct in the bounds of our policy.
Our return address is:
Urbanizationonline.com
1179 San Carlos Avenue
San Carlos, CA 94070
Attn: Returns
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OUR Urbanization STORE RETURN POLICY.
Our Urbanization store gladly accepts returns of any unwashed, unworn, unused, or defective merchandise at any time accompanied by an original sales receipt. For items returned within 30 days from the date of purchase, the original method of payment will be refunded. For items returned after 30 days from the date of purchase, a Merchandise Credit will be issued for the price paid.
For merchandise returned without an original receipt, a Merchandise Credit will be issued for the current retail-selling price of the item(s) returned.
A one-time price adjustment will be granted when an original sales receipt is presented within 10 days of purchase.
IF YOUR ITEM IS DAMAGED, PLEASE NOTIFY US WITHIN 10 DAYS FROM THE DAY OF PURCHASE. ANY DAMAGE CLAIM MADE AFTER 10 DAYS WILL NOT BE ACCEPTED.
SALE ITEMS MAY BE EXCHANGED OR RETURNED FOR MERCHANDISE CREDIT ONLY.
CLEARANCE ITEMS ARE FINAL SALE AS WELL AS INNERWEAR, SWIMWEAR, FOOTWEAR, EARRINGS AND BODY JEWELERY. SORRY, NO EXCEPTIONS.
GIFT CERTIFICATES MAY BE REDEEMED FOR MERCHANDISE ONLY.
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MAY I RETURN MERCHANDISE I PURCHASED AT A STORE THROUGH THE WEBSITE?
Unfortunately, merchandise which is purchased at a store may only be returned at an Urbanization store. The Urbanizationonline.com Returns Department is unable to process a return for merchandise which was purchased at a store.
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I'M HAVING A PROBLEM LOGGING ONTO MY ACCOUNT INFORMATION.
We use "sessions" to prevent members from having to sign in on every page. This means that you will need to have cookies enabled (Netscape) or at least session cookies enabled (Internet Explorer).
These "sessions" or temporary cookies will disappear as soon as you close the browser window or leave your browser idle for 20 minutes. They are only used during your time in our system to make sure that you are a member of our site and can not be saved by us or used in any way to contact you or find out information about you.
Also make sure that you have typed your username and password correctly in the correct fields.
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WHAT IF I HAVE A QUESTION?
We will do our best to answer any questions that you may have. You may e-mail us at info@urbnonline.com and we will respond to your e-mail within 24 hours.
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