Q: I have an order in process. Will I receive it?

A: Orders placed in-store or on urbanbarn.com will be fulfilled. We ask for your patience, as delivery delays may affect how long it takes you to receive your order.

Q: I placed an online order for in-store pick up. How do I get my order?

A: Urban Barn made the sudden decision to close our retail stores temporarily. We are working through a plan to ensure all customers who have orders waiting for pick up at a store or warehouse, or for delivery, can receive their products. As soon as we have updated information and a plan in place, we’ll let you know.

Q: Can I still place orders on urbanbarn.com?

A: Yes. We’re always here for you to shop at urbanbarn.com. Your shipping options will be visible at checkout, however Ship to Store is no longer available.

Q: Can I make a warehouse pick up?

A: Due to shifting health and safety regulations, some of our service options will vary within our designated delivery zones. We will inform you of any service changes at the time of your warehouse pick-up scheduling.

Q: Is White Glove Delivery still available for my order?

A: To ensure the health and safety of you and our delivery teams, we have made the decision to move all home deliveries to contactless threshold delivery service for a flat rate of $89 within our designated delivery zones. If you paid for our white glove delivery service, please contact our customer care team by phone 1.855.415.9227 or email customercare@urbanbarn.com to have the difference refunded.

Q: I have an Urban Barn gift card. Can I use it online?

A: Unfortunately, we are not able to accept gift cards online. When we reopen, your gift card will gladly be accepted in store.

Q: How can I return an item I recently purchased in store?

A: We will honour the return of any unused product in their original packaging with the original receipt for items purchased February 15th and onwards, within 14 days of our store re-openings. For returns and exchanges through home delivery, we will temporarily be suspending this service to support the measures in place during the COVID-19 outbreak.

Q: Someone in my household is showing cold / flu symptoms or is under quarantine or self - isolation, will you still deliver my items?

A: To ensure the health and safety of you and our delivery teams, we will be providing the following delivery service options:

Courier:
For orders delivered via courier, the courier driver will leave your shipment at your front door or contact you to organize a future date for re-delivery.

Home Delivery:
For home delivery, we are unable to complete delivery to homes with household members under quarantine or self-isolation.

For other delivery options, please contact our Customer Care team by phone at 1.855.415.9227 or email customercare@urbanbarn.com