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Shipping Policy

At Urban Concepts, we want to make sure that your fireplace is delivered to you in a timely and safe manner. Therefore, we will cover the shipping on most standard orders. Here is a breakdown of instances in which the client would be responsible for

shipping costs:

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  • In the event the customer cannot accept a delivery once an order has shipped, the customer will be responsible for either carrier storage fees or return shipping charges and up to a 25% restock fee.

  • Once an order ships, the delivery address cannot be changed without incurring a reconsignment fee.

  • Oversized or custom items may incur an additional shipping cost. 

  • Some rural delivery areas may incur an additional shipping cost. 

 

UPS/FED EX ITEMS

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  • Some items are small enough to ship via FedEx ground or UPS ground. When that is the case you will receive tracking for standard ground shipping (3-5 business days).

 

FREIGHT ITEMS

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  • Most orders are required to ship via freight, meaning they are large items that need to be delivered on a pallet. When you order an item that is shipping via freight, we will email the tracking number along with carrier name and contact info. If you have specified a residential delivery, most freight carriers will call and schedule a delivery appointment.

 

RECEIVING A FREIGHT SHIPMENT 

 

  • Once a delivery appointment is made with freight carrier, the customer must be present at time of delivery in order inspect and sign off on the shipment.

  • All freight shipments are delivered curbside. The driver will use a lift gate to lower the pallet to the ground and bring the item to the curb. They are not authorized to move items any further such as to a garage, indoors or back yard, etc.

  • In the event customer cannot accept a delivery once the order has shipped, the customer will be responsible for either carrier storage fees or return shipping charges and up to 25% restock fee.
     

Freight damage is rare, but occasionally does happen. (Please note freight carriers do not directly represent Urban Concepts). Please inspect upon delivery. If the delivery appears to be damaged call our office number, 727-888-3473, before the driver leaves so that we can verify the refusal of the shipment. Please note any damage on the driver’s BOL. If an order seems damaged beyond repair when receiving, please refuse entire shipment due to damage, and a new order will be sent in its place. You will also need to make sure no items are missing. 

Return & Exchange Policy

The following policies apply to all orders made with Urban Concepts, whether placed via website, phone, live chat, email, etc. 

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RETURNS POLICY
 

  • Most new and unopened items can be returned within 30 days of delivery for a refund minus return shipping costs and up to a 25% restocking fee. If the return is a result of our error, such as receiving the incorrect item, we will take care of the return shipping cost and ship the correct item if reported within 48 hours of delivery. If you simply have buyer's remorse, decide on another product or ordered a product in error, you will be responsible for return shipping costs and a restocking fee of up to 25%.

  • If you need to return an item, please contact us with your order number and details about the product you would like to return. We will respond quickly with instructions for how to return items from your order.

  • Returns will NOT be accepted after 30 days of delivery OR on any open, used or installed items. Incorrect items must be reported within 48 hours of delivery to qualify for a return.

  • We honor all manufacturer warranties.

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