Do you have a store or showroom(s)?
No. In order to keep prices as low as possible, we operate exclusively online and pass our savings on to you! Our website is carefully designed to provide you with a shopping experience that rivals that of any showroom and allows you to see nearly every piece from every angle and in great detail. We also allow you to see many of our pieces in context, in beautifully decorated settings that are as informative as they are inspiring.
Where are you located?
Our main warehouse is located in San Leandro, CA. We also ship from different locations in both the United States and Canada, depending on stock availability and the shipping address.
Do you ship outside of the United States?
Yes. We ship internationally. For international shipping, please Contact Us to receive a quote.
Do you offer designer or trade discounts?
Yes. Our Trade Program offers member-only discounts and exclusive benefits for designers, architects, contractors, real estate agents, and other trade professionals, and it's free to join. Go to our Trade Program page now to learn more and get started today.
Do you offer volume discounts?
Yes. Depending on the product(s), the size of the order, and delivery location, we may offer volume discounts. To request a volume discount, simply Contact Us and a dedicated customer care representative will contact you within 1 business day. Buying for a business? Check out our B2B program for exclusive savings.
What are our customers saying about URBNFurniture.com?
How do I check the status of my order?
The most up-to-date information about your order(s) can always be found by logging into your My Account page. There, you can view the status of your order, see whether it has been processed and shipped, receive your tracking information, and also manage requests for returns, warranties, or cancellations. In addition, whenever the status of your order is updated, you will receive notifications by email, including your tracking information once your item(s) has been shipped.
How do I track my order?
As soon as your order is shipped, you will receive an email notification that includes your tracking number, so that you can track your delivery. You can also find your tracking information by logging into My Account.
How long will it take to receive my order?
In-stock orders are typically shipped within 24-48 hours of purchase. Customers in major cities and most urban areas usually receive their in-stock orders within 1-5 business days.
Although we strive to arrange shipping methods for each location that achieve the shortest delivery wait-times, shipping to certain rural areas and more remote locations may require additional time for delivery.
If I order now, can you ship my order later?
Certainly! Simply enter your desired delivery date in the "delivery instructions" box on the shipping page during checkout and we will fulfill your request.
How will my order be shipped?
We ship our orders with a wide variety of courier companies, mainly FedEx, UPS, and DHL, as well as trucking companies and White Glove Delivery companies, depending on the size of the order and the destination. We always strive to choose a shipping method that allows you to receive your order in the least amount of time.
Can I contact the shipping company to arrange a date and time for delivery?
Yes. When you receive your tracking information by email (tracking info is also found in your My Account page), you may contact the shipping company to schedule a delivery time that is most convenience for you.
Our most common shipping providers (check your tracking info for provider):
FedEx: 1-800-GoFedEx (463-3339)
UPS Canada: 1-800-Pick-Ups (742-5877)
Can you ship my order to a different address?
Yes. We will be happy to ship your order to any address, excluding P.O. Boxes. Simply enter the correct shipping address during the checkout process.
How much will I pay for shipping?
Shipping is FREE for orders over $50. Orders under $50 ship for just $4.99.
Free shipping applies to most regions in the continental United States, with the exception of certain remote areas.
For addresses outside the free shipping zone, shipping costs will be calculated during the checkout process, based on the items in your cart and your address. After adding items to your shopping cart, entering your address, and proceeding to the shipping page, you will obtain a shipping quote immediately. If you feel that the shipping rates quoted by the system are inaccurate or higher than expected based on the number of items, the weight of your shipment, and distance to your shipping location, please Contact Us.
How can I obtain a shipping quote?
To obtain a shipping quote for delivery to a location outside of the Free Shipping zone, please Contact Us.
Why is my shipping quote so high?
You may live in a remote area that is not covered by our Free Shipping policy or the shipping quote may be a system error. If you feel that the shipping rates quoted by the website are inaccurate or are higher than expected based on the number of items, the weight of your shipment, and distance to your shipping location, please Contact Us.
How do I protect my merchandise from potential damages due to shipping?
In order to help us protect you and your merchandise in case of damages that may occur during shipping and handling, please follow these instructions carefully:
Upon delivery, you will be asked to sign a "Proof of Delivery", indicating that the merchandise was delivered in good order. Before signing this document, please inspect all merchandise carefully and indicate any damages directly on the "Proof of Delivery". If you cannot inspect your merchandise or if the driver refuses to wait while you inspect it, you must declare the merchandise as damaged directly on the "Proof of Delivery" before you sign it, even if you were not able to unwrap the merchandise or do not yet see any damages to merchandise or packaging.
Signing a "Proof of Delivery" without indicating any damages frees the transporter of all responsibility regarding loss or damage to your goods and prevents URBNFurniture.com from filing any kind of damage claims on your behalf. This will prevent URBNFurniture.com from subsequently providing any replacement merchandise, refunds, or compensation for loss or damages that have occurred during transport. Please read our Damaged Shipments Policy for more information.
What is your order return policy?
We want you to be completely satisfied with every item you purchase. If you are not completely satisfied, you may return your item within 15 days of the delivery date for a full refund (excluding shipping paid at the time of purchase, if applicable), or an exchange (except for special orders, items labeled "final sale", items by CDI Furniture, and some assembled items).
We offer two options for items specifically labelled "free return":
1. Items labelled "free return" can can be returned at no cost to you for store credit.
2. These items can also be returned for a full refund minus the return shipping costs.
In both cases, shipping paid at the time of purchase, if applicable, will be excluded from refunds and store credit.
Returning an Item
If you wish to make a return or exchange, click here.
We offer two options for returns:
1. We provide prepaid shipping labels and schedule a pickup at your location at your earliest convenience. We will find the lowest available rate in order to minimize the cost of return shipping that will be deducted from your refund (unless the item is labelled "free return").
2. Receive an RMA number and send it back yourself, any way you want, as long as the package is insured and trackable.
Nobody likes restocking fees and we do all we can to avoid them, therefore, please unwrap your merchandise carefully, keeping in mind that merchandise can only be returned in its original packaging. We understand that products will be opened and we expect a resonable amount of wear from shipping, however, any opened merchandise that is returned with damaged, missing, or destroyed packaging may be subject to a minimum 15% restocking fees. Nuevo products are always suject to a minimum 10% restocking fee.
Merchandise returned without a valid RMA number will be refused and shipped back to the customer at their expense. Shipments that are refused by the customer are considered returns and applicable charges will be deducted from your refund. Refunds are processed within 1-5 business days.
I made an error in my order, how do I make changes?
If you wish to make changes to your order before the order has been processed and shipped, simply login to My Account to manage your purchase.
If you accidently ordered the wrong item (e.g., the wrong model or color) and your order has already been delivered, we will be happy to make an exchange or take a return within 15 days of the ship date. Once you file an exchange or returns request, a member of our customer care team will respond within 2 business days with detailed information about completing your exchange or return. Items returned without notification and/or missing the required RMA number will not be accepted. To make an exchange or return request, please login to My Account now and complete the form. If you require assistance at any time, please Contact Us.
I received the wrong item(s), what do I do?
If we mistakenly sent you the wrong item(s), please Contact Us immediately. We will promptly arrange for pick-up of the incorrect item(s) and send you the correct item(s) at your earliest convenience.
I purchased an out of stock item. Can I change my mind?
Absolutely, we will cancel and/or refund any backorder purchase(s) immediately upon request. Please simply visit your My Account page to cancel your order. Refunds for cancelled items are typically processed within 2 business days of the request.
I'm ready to make my purchase, what do I do?
Make sure your items are in your shopping cart, go to the shopping cart icon on the top right of any page, and click the "proceed to checkout" button. You will first create an account, which will enable you to manage your order and view your order history.
You will go through 3 easy steps to complete your order:
1 - Shipping information
2 - Payment Information
3 - Review of Details and Confirmation.
If you have questions at any time during the checkout process, please Contact Us.
If you prefer to make your purchase by phone, please contact one of our dedicated customer care representatives at 1-877-991-6633, weekdays 10am - 6pm (EST), and we will be happy to assist you.
The items I want are out of stock. Can I still purchase them?
Yes! We will not process payment for out of stock items until the merchandise is back in stock. As soon as the out of stock merchandise is restocked, you will be notified by email and your items will be processed and shipped within 48 hours. To check on the ETA of your out of stock order(s), please Contact Us. Most items are restocked within 1-2 weeks, with a wait time of approximately 45-60 days for more newly out of stock items.
Are your products covered by a warranty?
Yes. We understand that quality makes all the difference to our customers and we stand by what we sell. That's why all our products are fully guaranteed to be free of manufacturer's defects for 1 year and all mechanisms are covered by a LIFETIME WARRANTY. We also stock a full range or replacement parts for most every piece we sell. Please refer to our Warranties and Defects Policy for more information.
Do prices on the website include taxes?
Customers in the continental United States do not pay sales tax.
Which secure payment methods do you accept?
How do you protect my personal information?
What are you doing to protect my privacy?