Some of our stores have been temporarily closed due to COVID-19 restrictions. If you live in an affected area, keep reading for answers to common questions about the services we're providing during this time.
Please note: our Winnipeg stores are reopening for safe, in-person shopping on January 23!
Q: How do I place an order?
A: You can place an order online at urbanbarn.com. You can also book an appointment for our free Virtual Shopping service, or schedule a free consultation with our Virtual Design Studio.
Q: Are you still offering Contactless Curbside Pickup from stores that are temporarily closed?
A: Yes! Our temporarily closed stores in Ontario and Quebec are offering Contactless Curbside Pickup from your nearest store. To use this service, choose "FREE Ship-to-store/Contactless Pickup" as your delivery method when shopping online.
Curbside pickup is also available in Manitoba, where stores reopen for safe, in-person shopping on January 23.
Q: How can I get in touch with an Urban Barn store?
A: Please email the store team directly, and they'll get back to you as soon as possible.*
Q: How do I order custom furniture?
A: All custom orders must be placed in-store. Due to its personal nature, our custom furniture is made to order and requires waivers acknowledging your purchase is final sale. We're happy to help you explore custom furniture options through a Virtual Shopping appointment or consultation with our Virtual Design Studio. Once stores reopen, you can visit us in person to review your options and make your purchase.
Q: Can I buy a product on back order?
A: Not all back-ordered items are available for purchase. Please contact your nearest store to get additional information on availability and whether ordering is an option.
Q: The product I want is out of stock online, but my local store has it. How can I purchase this item?
A: Please contact your preferred store to check availability of the item(s) you wish to purchase. If it's available, our associates will help through the process and your payment options.
Q: Can I place an order over the phone?
A: Yes. Contact your preferred store to check availability of the item(s) you wish to purchase. Our associates will help through the process and your payment options.
Q: I have an order in process. Will I receive it?
A: Yes! All 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 free store pickup. How do I get my order?
A: We're offering Contactless Curbside Pickup at temporarily closed locations in Ontario, Quebec and Manitoba. When your order is ready, we'll send you an email with a link to schedule your contactless pickup appointment.
Q: Can I still make a warehouse pickup?
A: Yes. Contactless Warehouse Pickup is still available for all locations.
Q: Is White Glove Delivery still available for my order?
A: To ensure the health and safety or you and our delivery teams, we have suspended White Glove Delivery service. All home deliveries will be scheduled as a contactless threshold delivery, for a charge of $89, within our designated delivery zones.
If you paid for our white glove delivery service, please contact our customer care team by or email firstname.lastname@example.org to have the difference refunded.
Q: I have an Urban Barn gift card. Can I use it online?
Unfortunately, we are not able to accept gift cards online. When we reopen, your gift card will gladly be accepted in store.
Q: How do I return an item I recently purchased in-store?
A: Home décor and small accents (*excluding holiday items) purchased on or after October 13, 2020, may be returned or exchanged within 30 days of stores reopening. Refunds on regular priced items will be provided in the original method of payment and on the original payment card(s). Sale items can be exchanged for another item or for store credit. Store credit on sale items will be applied to an Urban Barn gift card. A receipt is required for all returns and exchanges. *All Holiday items are final sale.
Q: How do I return a piece of furniture?
A: Furniture returns are not impacted by store closures. You have 14 days from delivery/pickup to arrange your return, and all furniture returns are subject to a 15% restocking fee. Returns must be arranged through customer care by emailing email@example.com. All custom furniture is final sale, and not eligible for return.
Q: What if someone in my household has cold/flu symptoms, tested positive for COVID-19, or is under quarantine/isolation? Will you still deliver my items?
A: To ensure the health and safety of you and our delivery teams, we're providing the following delivery service options:
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.
We are unable to complete delivery to homes where someone is sick, in quarantine/self-isolation, or has tested positive for COVID-19.
For other delivery options, please contact our Customer Care team by email firstname.lastname@example.org or on Live Chat.