All orders are shipped by Canada Post or UPS which includes a tracking number and Insurance up to $100.00. Shipping Charges of $13.95 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.
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.
Drop Shipped Orders
Where does the merchandise ship from?
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.
Tracking Your Order
Once your order has shipped, an email will be sent to you from our shipping company with your tracking information.
When will my order be delivered?
Our order standard fulfillment time is 7-14 business days from receipt of your order.
What shipping methods do you use?
We use UPS and Canada Post. You can utilize the method that will be most cost effective for you.
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.
How can I cancel my order?
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.
Will I be notified when my order has been shipped?
Yes. When your order has been shipped, you will receive a notification that will include tracking information, if applicable.
Can I have my order sent as a gift?
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.
Do you offer gift wrapping or gift enclosure cards?
Many of our items are shipped directly from distribution centers; as a result, additional customized services are not available.
Why is my phone number required to complete the order form?
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.
Can I place my order by phone or fax?
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.
How can I receive discount offers?
Do you accept personal checks or money orders?
We accept electronic payment forms only by PayPal including: Visa, MasterCard, Discover, and American Express.
What do I do if my item arrives damaged?
Notify us as soon as possible by email [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.
How long will it take for me to get my refund?
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.
What correspondence will I receive after placing my order?
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.
Do you have a print catalog?
No, we are not offering print catalogs at this time.
Do you offer shipping insurance?
All orders that we ship are insured.
What are your customer service hours?
Our customer service is available by email at [email protected]. All emails are returned within 24 Hrs.
Payment Methods we Accept
We accept payment via our website using PayPal. PayPal is the industry standard for website payments, and will allow you to pay using your credit card and / or bank account.
Although it is preferable, you do not need a PayPal account to use your credit card to purchase through PayPal.
For more information on PayPal please visit their website at www.PayPal.com
What is a credit card Security Code and why is it required?
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).
Will I be charged sales tax on my order?
Yes, the tax rate is applies to products as well as shipping charges.
The sales tax charged depends on where you ask us to ship the order as follows:
United States – New York: 7-8%, depending on the county
(The actual tax will appear on the checkout page)
United States – Nevada: 6.85-8.1%, depending on the county
(The actual tax will appear on the checkout page)
Canada – Quebec: 5% GST + 9.5% QST (compounded)
Canada – Ontario, Newfoundland/Labrador, and New Brunswick: 13% HST
Canada – British Columbia: 12% HST
Canada – Nova Scotia: 15% HST
Canada: all other provinces: 5% GST
Why can’t I place the item I want into my shopping cart?
The item is currently back ordered and not available for purchase until it is restocked.
Can I shop at your location in Grimsby, Ontario?
The address provided on this website is for shipping and receiving merchandise only. Our direct sales business is Internet based.
Urban Country Decor
266 Elmwood ave, Suite 140
Buffalo, NY 14222
Risk and Property
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.
Does Urban Country Decor have any legal disclaimers?
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.
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.