Keeping in close contact with our customers is very important to us. If you have a question regarding an order you have placed, or our products and services, we are here to help! Please complete the form below and be sure to include any additional details that might assist us in researching your inquiry. You will receive a response within one business day. If your question is emailed during the weekend or a holiday we will contact you ASAP during the next business day. Please feel free to email us directly at [email protected].


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We ship to the United States (including all territories and APO/FPO/DPO addresses), and Canada!

Will you ship to my P.O., A.P.O., or F.P.O. box?

No, we are not able to ship to military addresses or post office boxes. Can orders be shipped outside the United States? We are currently shipping to Canada and US only.

We accept the following payment methods when using our online ordering system:

  • Visa
  • MasterCard
  • American Express
  • Discover
  • Pay Pal

We are here to help. You can contact us via email at [email protected] or feel free to call us during business hours Monday-Friday at  (416) 407-9007.

Delivery time of your order will depend on the type of shipping service chosen at the time of checkout, or, if your order is being shipped directly from our supplier. Occasionally a product may be back ordered or out of stock and we will notify you in this case so that you may decide whether or not you wish to keep your order. In the event that you require your order within a specific time frame, please contact us at, [email protected] so that we can confirm if this is possible.

If you created an account when placing your order, or placed it using an existing account, log in to your account and click on Order History.

If you placed your order as a guest and did not create an account, use the Find My Order tool to track your order.

Most merchandise ordered online is shipped from our fulfillment location in Ontario, or drop-shipped directly from the manufacturer. Having your order shipped directly from one of our suppliers is a good thing. We lessen the wastage in the routes that our products are taking during shipping preventing unnecessary carbon emissions – those greenhouse gases.

Notify us as soon as possible by email at [email protected] . Many shipping companies only accept claims of damage within 3 days. Damage claims are processed differently than returns, so it is advised that you contact Customer Service to work through the process with you for the best possible resolution.

Our customer service is available by email at [email protected]. All emails are returned within up to 48 Hrs.

In order to protect you from unauthorized transactions, we require your credit card’s Security Code.

MasterCard and VISA: The Security Code is the 3-digit number printed on the signature panel on the back of your card. It immediately follows the account number.

American Express: The card Security Code (also referred to as the CID number) is printed above the imprinted card number on the front of the card (on either the left or right).

The item is currently back ordered and not available for purchase until it is restocked.

Risk of damage to or loss of the Goods will pass to the Buyer on delivery at the address set out in the Order Confirmation. In the case where no signature or other proof of receipt is required by the carrier (all Orders under $200), all such Orders reported as delivered by the carrier shall be deemed to be delivered to and received by the Buyer. The Seller is not responsible for any lost or stolen Orders; the Buyer is solely responsible for selecting a secure delivery location.

In the case where a signature or other proof of receipt is required by the carrier upon delivery (required for all Orders over $200), any signature on that document, or other proof of receipt, will constitute conclusive evidence of delivery of the Order to the Buyer.

Yes. Some of legal disclaimers are as follows but are NOT limited to the following: Our products are Urban, Country, Old-World charm, French Countryside, Victorian, Rustic and so much more, and it is the nature of our products to have small cracks in wood, chips in paint, rusty tin and appear to look “old” and “worn”. All sizes listed on products descriptions are approximate.

Computer monitors may depict colors differently. Most of our images are issued by our manufacturers and are displayed as accurately as possible. We are not responsible if your monitor shows the color different than the actual image. Each product description provides additional details. If you need more information, please contact us. We are more than happy to assist.

We cannot be held responsible in any way for any damages, loss and/or injury that may occur due to the use and/or misuse if any of the products purchased from Urban Country Decor.

Candles are the sole responsibility of the user. Candles should not be left unattended or used in the presence of children and/or pets and left unattended when lit.

Please read all labels and instructions prior to use.

None of the products sold on this site are intended for use by children and/or pets.


All orders are shipped by Canada Post or UPS which includes a tracking number and Insurance up to $100.00. Shipping Charges of $18.00 will be applied at Checkout, unless free shipping applies, or we have specified that you will be notified for additional Shipping Charges. Some of our products are shipped directly from our Suppliers and therefore your total order may arrive in separate packages. Any applicable duties or taxes that you may incur will be charged directly to you by your destination country.

We use UPS and Canada Post in Canada and USPS in the USA. You can utilize the method that will be most cost effective for you.

You can contact Urban Country Decor by email [email protected] . We will do our best to stop the order; however, because we generally begin processing orders within 24 hours of receipt, it may not always be possible to intercept the order. If it is too late to retrieve your order, you will have to go through the return process.

Yes. When your order has been shipped, you will receive a notification that will include tracking information, if applicable.

Yes, simply fill out the order form with the appropriate “ship to” address. If you need to have pricing info left out of the package, please provide that information when you submit the order.

Many of our items are shipped directly from distribution centers; as a result, additional customized services are not available.

A phone number is required so that we can reach you regarding any issues that arise with processing your order. This number will also be submitted to UPS, so that they can contact you regarding delivery issues.

We will not call you for any other reason, and we do not make your number available to any other parties. (See our privacy policy). If your home phone number is private and you do wish to submit it, you can submit any phone number where you can be reached during normal business hours, cell phones or work numbers are other acceptable options.

Our phone line is reserved for customer service issues and questions; we do not accept phone orders. We also do not accept orders via Fax.

Join our email and /or physical mailing list by sending an email to: [email protected] submitting your mailing address will enable you to receive any mailings we send out. We do not pass on or sell your mailing address to any third parties. (See our privacy policy.)

Allow a total of 10 days from the time that we receive your items. We process the returns and issue your refund within 3 business days of receiving your return. After the return has been issued, it may take up to 4 days for the funds to be posted to your account. It may take up to two statement cycles for the refund credit to show on your credit card statement.

An automatically generated email message will acknowledge that we received your order information. Within 2 business days, you will receive an order confirmation, acknowledging your order, confirming that your item(s) are in stock and that your order is being processed. Lastly, you will receive an order shipment notice with tracking numbers (if applicable) when your order has been shipped.

No, we are not offering print catalogs at this time.