Q When will I be contacted regarding the delivery of my purchase?
A The delivery team will contact you within three to five business days from your purchase being ready for delivery. Occasionally, an automated message may be left on your machine.
*Custom orders and items that are back ordered may take longer to arrive. Your sales associate will give you an estimate of how long you should expect to wait for your order to be ready for delivery.
Q How soon can I expect my purchase to be delivered?
A Depending upon where you live the delivery team will make every effort to provide delivery within five to seven business days of your order being ready. Your three hour delivery window will be mutually agreed on, to accommodate your schedule.
Q What if I am not home during the scheduled delivery window?
A We will be happy to wait for someone to arrive for a maximum of 15 minutes. In the event you are unable to arrive, you will be contacted to re-schedule a delivery. A second delivery charge will apply at this time.
Q What if the delivery team is running late?
A We do our best to ensure your delivery arrives within the scheduled window. In the event of our delivery team running late they will contact you no later than half an hour prior to the end of your delivery window, and give you an estimated time of their arrival.
Q What can I expect during the delivery?
A The delivery team will:
- Place your furniture where you want it
- Assemble it as required
- Remove and dispose of any packaging
- Take every precaution to ensure your floors are protected
- Install customer provided felt pads (recommended for hardwood and some laminate floors)
*For workplace safety reasons, our delivery team is not permitted to hoist furniture over balconies. The delivery team will carry a furniture item up a maximum of four flights of stairs, (four floors) unless unsafe or unable to do so. Additional flights / floors will be charged at $10 per flight up to a maximum of two extra flights/floors.
Q How can I help ensure a successful delivery?
A Prior to ordering please measure to ensure all pieces fit in your home, including stairwells, staircases, doorways and elevators. Large sofas sometimes require they be put on end to navigate through these areas. This should be taken into account by measuring the sofa on a diagonal when you are deciding on the size of your sofa. Your sales associate will be happy to help you decide on the appropriate size(s).
Q Can the delivery team move or dispose of my old furniture?
A For health, safety and liability reasons our delivery team is not permitted to move and /or dispose of your old furniture.
Q What if my purchase does not fit?
A Speak to your sales associate about re-stocking fees, and options to replace stock item(s). A second delivery charge will apply for any exchanges; unfortunately returns will not have the delivery charge refunded. Custom items are a final sale.
*Avoid disappointment! Please measure prior to ordering your furniture.
Q What if I want to return any pieces post-delivery?
A Please contact your Urban Barn store to arrange your return. No additional delivery fees will apply if returned in good order to the warehouse.
Q What if there is a problem with my new furniture upon delivery?
A Please be sure to thoroughly inspect your new items before signing the delivery slip. If you are not satisfied with any of the items delivered, it is very important that you indicate on the delivery slip the issue involved, and we will contact you within two business days to rectify the problem.
Urban Barn will not be held responsible for any damage which has not been noted on the delivery slip at the time of delivery.
*Your signature on the delivery slip verifies that everything has arrived in good order.
Q What if I notice a problem with my new furniture after the delivery is completed?
A If you notice any problems with your furniture after it has been delivered, please contact your Urban Barn location immediately. We may request photos of the damage to best assess the situation.
Please note: The Urban Barn team will inspect your furniture in our warehouse prior to delivery. This means that your furniture may not arrive in its original packaging, or may arrive unwrapped. This should in no way impact the condition of your new furniture.
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If you have any further questions, please contact the store you purchased from or email us.