Welcome to UrbanNatureStore.ca Frequently Asked Questions (FAQ)! These Common Questions and Answers are your go-to quick reference guide.
For in-depth information and details, please explore the specific sections on www.UrbanNatureStore.ca.
Where do we ship from?
UrbanNatureStore.ca, a proudly Canadian-owned business, ships all orders from the vibrant city of Toronto, Canada.
Do we ship to the United States or internationally outside of Canada?
As of now, UrbanNatureStore.ca exclusively ships to addresses within the beautiful lands of Canada and USA.
Is your site secure for online shopping?
Absolutely! Your security is our priority. Our website is fortified with robust security measures to safeguard against the loss, misuse, and alteration of your information. Moreover, when you make orders, your financial information is transmitted in an encrypted form to our servers using Secure Sockets Layer (SSL) technology. SSL is currently the safest method for sending credit card information over the Internet. It's important to note that we do not retain any personal credit card information on our servers, ensuring your peace of mind.
Do you offer volume pricing or wholesale pricing?
While we don't have a formal wholesale pricing program, we're always open to providing discounts on volume purchases. If you're interested in learning more, feel free to reach out to us via email at support@urbannaturestore.ca. We're here to assist you!
Is your site in Canadian dollars?
Absolutely! All our pricing is in Canadian dollars, providing a transparent and clear shopping experience.
Can I order online and pick up at my local store?
Certainly! Convenience at your fingertips. You can place orders online and opt for a hassle-free pick-up at your nearby Urban Nature Store outlet. Not only does this save you on shipping costs, but during checkout, you'll have the flexibility to choose between home delivery and the convenient store pick-up option. Select your preferred store location, and we'll make sure your order is ready when you are!
How long will it take to get my order after it ships?
We're on it! Our goal is to ship orders within a swift 2 business days, ensuring your items are on their way promptly. In the rare event of a delay, rest assured, you'll be the first to know. We'll keep you informed via email, providing timely updates, especially if we're awaiting new stock at our warehouse.
How do I track my order?
Stay in the loop! Once your order is packed and hits the road, you'll receive a confirmation email equipped with all the tracking information you need. Keep an eye on your inbox, and just a heads up, check your junk folder occasionally — we wouldn't want you to miss any updates.
Do I need to be home to sign for my package?
Not to worry! To keep things convenient for you, the majority of our shipments are sent on their way without the need for a signature. Your courier will drop your package directly at your doorstep. However, for those high-value or hefty orders, we might opt for a signature to prioritize the safety and security of your delivery. Your peace of mind is our priority!
What carrier do we use to ship your order?
We trust in reliable hands! Most packages are dispatched with care using a variety of carriers, including Canada Post, Purolator, Sendle, Chit Chats, UPS, Canpar, and AtoB (for delivery in the Greater Toronto Area), among others.
Can you select a specific carrier for your package?
We carefully select the best carrier for your order, considering coverage, delivery speed, and reliability to ensure your package arrives safely and on time. If you have a preferred carrier, you can specify it in the order notes section on the cart page, and we will do our best to accommodate your request.
How do you cancel or modify your order?
Life happens, and we're here to help! If you need to make changes or, unfortunately, cancel an order, reach out to us promptly at support@urbannaturestore.ca. The sooner, the better – we'll do our best to assist you.
Found a better price?
No worries! We've got you covered. We’re committed to offering you the best prices in the Canadian marketplace. If you find a lower advertised or published landed price from a Canadian online retailer, we’ll match it!
To request a price match, simply email us at support@urbannaturestore.ca.
Price Match Conditions:
- The item must be the identical item, and in stock and available for shipping.
- The retailer must be Canadian, and the price match will be based on the landed price (product price, shipping, and handling fees combined).
- We do not price match membership-based retailers, such as Costco or Amazon Prime, which require a paid membership.
Shop with confidence, knowing you’re getting the best value at Urban Nature Store!
How much is shipping?
Great news! Enjoy free shipping on all orders over $125. We're all about making it easy for you. However, for orders below the free shipping threshold, no worries! We've got competitive rates ready for you to choose from.
Is there a minimum size order to shop online?
Not at all! Whether you're going big or keeping it small, there's no minimum size order required. Shop to your heart's content, and we're here to make it a seamless experience for you. Happy shopping!
I was charged for shipping, but my order was over $125, before taxes, why is this?
For some over-sized or extra heavy packages or remote destination, a shipping surcharge may be applied. If there is an over-sized package surcharge, it will be listed in your shopping cart before check-out.
Does Urban Nature Store deliver to Post Office Boxes?
Absolutely! We've got you covered. We use Canada Post Expedited Parcel service, ensuring that your package can be delivered straight to your Post Office Box for added convenience.
What method of payment is accepted on UrbanNatureStore.ca?
We've made it easy for you! UrbanNatureStore.ca accepts all major Debit/Credit Cards, including Visa, MasterCard, Discover, and Diners Club. Plus, we're all about flexibility, so feel free to use PayPal or Shop Pay for a seamless checkout experience. Choose the method that suits you best, and let the shopping begin!
We're excited to offer AfterPay as a new payment option! With AfterPay, you can buy now and pay later, making your shopping experience more flexible and convenient. Split your purchase into four interest-free payments, due every two weeks.
*A minimum purchase ($200) amount and a maximum purchase ($2000) amount will apply for using AfterPay and you must meet additional eligibility requirements to qualify. AfterPay is available for online purchases only, not available at our physical stores as a payment method.
Learn more about how AfterPay works here: AfterPay FAQ
Can I redeem a gift card or pay with RewardPoints online?
Absolutely! It's all about treating yourself. Simply apply your gift card code or rewards code directly on the checkout page, and let those savings roll in.
What should I do if an item is missing from my order?
Oh no! If your order arrives incomplete, don't worry. Reach out to us at support@urbannaturestore.ca, and we'll get things sorted out for you. Your satisfaction is our priority.
What should I do if an item in my order is damaged?
Our sincere apologies if your order arrives damaged. We understand the frustration. Please get in touch with us at support@urbannaturestore.ca so we can make things right and correct the damage. We're here to ensure you have a positive shopping experience.
What is your return policy?
We want you to be satisfied with your purchase. Here’s everything you need to know about returning items to Urban Nature Store:
Return Guidelines:
- Return Period: Items may be returned within 45 days for a refund.
- Condition: Products must be in their original condition with all original packaging. Returns with damaged or missing packaging may incur a restocking fee or may not be accepted.
- Non-Refundable Items: Shipping fees and perishable items are non-refundable.
Shipping Fee Adjustments:
- If the original order qualified for free shipping and some or all items are returned, the actual cost of outbound shipping may be deducted from the refund.
- If an order is unclaimed or refused at the point of delivery, any return shipping fees may also be deducted from the refund amount.
How to Return:
- Contact us at support@urbannaturestore.ca to initiate your return.
- Return requests can also be raised by using Contact Us form or click on the green "Help" button in the bottom of any page.
Can I suggest a product for you to carry?
Absolutely! Your input matters to us. We're always eager to hear about products you'd love to see at Urban Nature Store. If there's a specific item you'd like us to explore and consider adding to our collection, please reach out to us at support@urbannaturestore.ca. Your suggestions fuel our commitment to providing the best for our valued customers. Let's make the shopping experience even better together!
