FAQ
Frequently Asked Questions (FAQs)
What payment methods are accepted in-store?
Does your website show all products?
How can I save money on my purchase?
Do all Urban Barn stores carry the same products?
What does Urban Barn do to care for the environment
How can I keep informed of what's happening in store?
Does Urban Barn sell outside of Canada?
Do you have gift cards available?
Does Urban Barn have a wedding registry?
How do I care for my furnishings?
Can I pay off my balance without visiting a store?
Will you take away old furniture during deliveries?
Why can't I buy online?
At Urban Barn our focus is in providing physical stores offering a highly personalized level of customer service, and a remarkable shopping experience. We feel that selling via the internet would not give the same level of experience that customers get through our stores. Our items rarely come flat-packed; therefore selling these online would likely result in high shipping costs. By focusing instead on providing physical store locations, we keep items affordable, and ensure you get the full Urban Barn experience when you shop.
What payment methods are accepted in-store?
Our stores accept all major credit cards including Visa, MasterCard and American Express. You can also pay using cash, Urban Barn gift cards, or debit/INTERAC.
Does your website show all products?
Not at all. There are thousands more products in our stores. Our website is designed to simply give a feel for what's in store. We do try to reflect many of the larger and hot selling items online, but because our product selection is constantly being updated, we show only a small range of products to help keep this manageable. To see all our products we recommend you visit your nearest Urban Barn location.
How can I save money on my purchase?
At Urban Barn we aim to keep our prices fair and we are rarely undersold on price for the same quality of merchandise. From time to time we do have sales and promotions. A good way to hear about these is to sign up for the Urban Barn Newsletter.
Another potential way to free up your finances and save on interest costs is to take advantage of our 6 months interest free payment option.
Do all Urban Barn stores carry the same products?
We try to be as consistent as possible in ensuring all our stores offer the same products. You can purchase almost all products from the majority of our locations, even where items are not shown on our floor. If the store you are shopping at does not have an item on hand, we may even be able to transfer this to your nearest location. There may be some exceptions in terms of what we can display on each floor, due to size constraints of certain stores. However, our range of accessories is the same across nearly all stores. Our Port Coquitlam Outlet Store in BC is an exception, as this location mainly carries discontinued or damaged items, and a limited range of newer items. Unfortunately we cannot guarantee availability of any discontinued items.
What does Urban Barn do to care for the environment?
At Urban Barn we still have some way to go before we're fully green, but we are taking steps in the right direction. Check out our green page to see what we're doing.
How can I keep informed of what's happening in store?
The best way to keep in the loop and find what's happening is to go to our stores regularly. Product is constantly changing, and we have new arrivals almost weekly. You can also check out the What's New section on our website and sign up to receive regular updates through the Urban Barn Newsletters.
Does Urban Barn sell outside of Canada?
Urban Barn is only operating within Canada at present and has no immediate plans to enter into the US or other markets.
What is your return policy?
At Urban Barn we want you to be completely satisfied with your purchase. If for any reason you are not satisfied, simply return your purchase, with your receipt and original packaging, within 14 days of your purchase for an exchange or full refund.
The following terms apply;
- Custom orders and sale items are 'final sale'.
- Refund or exchange will not be offered on items showing signs of wear and tear, alteration or damage through normal use.
- Returns with gift receipts redeemable for credit note or exchange only.
- Warehouse orders are subject to a 15% restocking fee.
- Gift Cards are non refundable and are not redeemable for cash.
- No refunds or exchanges on December 26th.
Does Urban Barn deliver?
We most certainly do. Our standard delivery charge of just $85 applies. We offer a 3 hour delivery window, and free assembly if required. For more information see our delivery FAQs.
Do you have gift cards available?
Urban Barn Gift Cards can be purchased directly from any of our stores, for any denomination you choose. In addition, for a small admin fee, you can also opt to purchase customizable gift cards via our website (minimum $20 value). These allow you to add a personal photograph to the card, and even your own text, to make a truly unique gift. The cards can be used at any of our stores across Canada, and never expire.
Does Urban Barn have a wedding registry?
Yes, we have a gift/wedding registry. To learn more visit our Gift Registry page for details.
How do I care for my furnishings?
Looking after your furnishings can greatly extend their life and give you many more years of pleasure to come. Always follow any specific instructions provided with your purchases, if included. When purchasing custom fabric upholstered pieces, be sure to check the cleaning code of your fabric.
We have many hints and tips available to help you care for your items, in our newsletters and also in the articles section coming soon to this site; and our Associates will happily provide you with information on wood and leather care in our stores.
Can I pay off my balance without visiting a store?
To make things easier for you, we will soon be offering an online balance payment tool on our site. Until this is available customers are required to visit the store to pay off any outstanding balance prior to delivery.
Will you take away old furniture during deliveries?
For health and safety reasons it is our policy not to accept any furniture items that a customer may want to dispose of. Should you have any problems getting rid of items we recommend you contact your local municipal garbage collection services, or search 'garbage collection' on yellowpages.ca to find a private collection service. If your items are still in good condition some charities may pick these up for free.
Do you assemble furniture?
While many pieces we sell do come fully built, occasionally pieces do need some assembly. Our delivery team will complete any necessary assembly of your furniture, free with the delivery of your items. Alternatively if you opt to come to one of our warehouses and collect your items yourself, we will also be happy to assemble these for you (if it will still fit in your vehicle) at no further cost.
