Frequently Asked Questions
Orders & Payment
My order is partially back ordered, when will my items ship?
We will ship your order as soon as it is complete, holding your in-stock items until the back ordered products arrive. If you would like to receive your products as they become available, we recommend placing separate orders for your in stock and back ordered items.
My order has been delayed further than I expected, what are my options?
While product delays are outside of Urban Barn’s control, we will always notify you when they occur so you know when to expect your order. In the event that you are unable to wait, we understand and are happy to assist in cancelling your order and issuing a refund (excluding Custom order items).
How can I track my order?
We provide updates by email when your order is delayed, shipped or ready for pick up. Check your email inbox for the most up-to-date information on your order. For more information about order timelines, visit our Shipping & Delivery page.
How will I know when my order is ready?
Ship to Store: When your order is ready in store, you will receive a “Ready for Pick Up” email notification.
Warehouse Pickup Or Delivery: When your order has arrived in our local warehouse, you will receive a “Your Order Has Arrived” email notification. Our warehouse team will contact you within 48 business hours to schedule your pickup or delivery appointment.
Can I add items to my order?
We aren’t able to add items to an order once it has been placed. If you missed something, we recommend placing a new order.
Can I cancel all or part of my order?
Yes. Part or all your order can be cancelled (custom items excluded) provided it has not started the packing and shipping process. We work to fulfill all of our orders as quickly as possible, so the shipping process starts quickly after order placement. Please contact Customer Care to cancel your order.
What if I need to return something?
Read our full return and exchange policy here.
How do I know how much my order will cost?
Final calculation of taxes and shipping charges are shown in the last stage of your checkout process. To see how shipping is calculated, visit our Shipping and Delivery page.
What methods of payment do you accept?
Online, Urban Barn accepts Visa, Visa Debit, Mastercard, Amex and Urban Barn Gift Cards.
For in-store purchases, we accept Visa, Mastercard, American Express, Interac Debit, Urban Barn Gift Cards and PayBright.
When will my credit card be charged?
Your card will be charged as soon as you complete your order at checkout.
Why did I receive a payment error during checkout?
To protect our customers, our payment portal at checkout requires that your card information, including the billing address, be entered exactly as your financial institution has it on file. If you receive an error during payment, we recommend confirming your payment details with your financial institution before reattempting your order.
Why are there multiple pending charges for my order on my credit card statement?
If you attempted to check out multiple times online, you may see several pending charges on your credit card statement. Rest assured your card will only be charged for successful orders, and any additional charges will be removed in 3-5 business days. If you see any duplicate charges that have moved from “Pending” to “Posted”, please contact Customer Care.
How do I know if my online order was successfully placed?
We'll send you a confirmation email, including your order number, within 24 hours of your order being placed.
Products & Warranty
What is the Diamond Kote warranty and what does it include?
The Diamond Kote warranty is provided free of charge on eligible purchases of living room upholstery. This warranty protects the upholstery of your piece for 5 years against most accidental stains, rips, tears and burns*. For more information click here. *some exceptions apply
How do I submit a claim to Diamond Kote?
Click here to find out what's covered and how to submit a claim.
Are recliners covered under warranty?
Yes. To find a recliner's extended warranty information, scroll down to the Extended Warranty section on the product detail page.
What does the estimated in-stock date on your website represent?
This is the date we expect a product to arrive in our warehouse. If you purchase an item on backorder, expect an additional 15-20 business days between the in-stock date and your delivery date. Please note this date is our best estimate, and can change due to outside factors like global shipping days and inclement weather.
I see pricing on your website in different colours. What do they mean?
Items priced in black font are regular-priced products. Any items priced in red on the website are discontinued and will be leaving our product line. Items priced in blue are on promotion, and the discounts are temporary.
Are all of your products Canadian made?
Urban Barn is a proudly Canadian company. We provide some products made in Canada and some imported from trusted vendors around the world.
Can you transfer product to my local store?
Sorry, we're not able to transfer any product between stores.
The item I like isn't available at my local store. How can I buy it?
Our products have limited quantities. If your local store is sold out, please check other locations near you. If an item is available online, you can also purchase on our website using the 'Ship to Store' shipping method and pick up at your nearest store.
Can I order from the store and have it shipped to me?
Sorry, we do not ship any product directly from stores.
What do store availability inventory levels mean?
Available: This product is available to view and purchase in-store.
Limited stock: Product is almost sold out. We suggest you contact the store to confirm availability before you visit.
Not in stock: This product is not available to view or purchase in-store.
Are floor models available for purchase?
Furniture floor models are for display only. If you see a floor model you like, a sales associate will be happy to help you place an order.
Can I redeem my gift card online?
Yes! Physical gift cards and e-Gift Cards can be redeemed online or in-store at your nearest Urban Barn. To redeem online, select "Gift Card" as your payment method at checkout, then enter the Gift Card number and PIN number. If your gift card doesn't have a PIN, enter "0000".
How can I check the balance of my Urban Barn Gift Card?
Check the balance of your gift card here.
Can I buy a gift card online?
Click here to purchase an e-Gift Card online. To buy a physical gift card, please visit your nearest Urban Barn or any of these retailers: Shoppers Drug Mart, Overwaitea, Save-On-Foods, Price Smart, Urban Fare, Rexall, Sobeys, Safeway, IGA, Thrifty Foods, FreshCo, CO-OP, Loblaws, Superstore, City Market, Zehrs and Extra Foods.
Can I return a gift card or exchange it for cash?
All gift cards are final sale. Gift cards cannot be replaced if lost or stolen and cannot be redeemed for cash.
What if my gift card is lost or stolen?
Please treat all gift cards like cash. Urban Barn is not responsible for any unauthorized use and cannot replace lost or stolen gift cards.
Shipping & Delivery
Will my order be affected by the flooding and road closures in BC?
Shipping timelines will vary by region. Find the latest information and updates here
How does free Ship to Store work?
Find the full details for our Ship to Store option here.
Which items are eligible for ship to store?
Most home accents are available for store pickup. Due to size and weight restrictions, we are unable to ship some larger accent pieces to stores. If available, the Ship to Store option will automatically appear at checkout.
Is furniture available for Ship to Store?
Due to size and weight restrictions, furniture and large accents are not available for ship to store. Instead, these pieces can be picked up at our local warehouse or received via home delivery (standard delivery fees apply).
I don’t see the “Ship to Store” option at checkout. Why?
The “Ship to Store” option will automatically appear at checkout when you have selected items eligible for store pickup. If you have furniture or select large accents in your cart, this option will not be available.
How long does a “Ship to Store” order take to arrive in store?
Most “Ship to Store” orders arrive in store in 7-10 business days. Find the full details for our Ship to Store option here.
Does Ship to Store include help loading my vehicle?
Our associates cannot help load your vehicle. Please bring a friend to help with any larger items you can't carry on your own.
How much does delivery cost?
Click here to read about our shipping and delivery options.
Can I ship an item to the US?
Currently we do not offer international shipping.
Virtual Shopping Services
What does Virtual Design Studio include?
Our free Virtual Design Studio includes a 30-minute consultation with a Design Partner (via email, phone or video call), a personalized design plan with mood board & inspiration photos, plus an itemized shopping list to help bring your plan to life. No purchase required!
What is Virtual Shopping?
Our Virtual Shopping service is a video appointment that lets you virtually walk the store with one of our sales associates. Free of charge and no purchase required, this home shopping option lets you enjoy the same level of service and expertise you'd receive in our stores.
What platform do you use for Virtual Shopping appointments?
We use Zoom for Virtual Shopping appointments. Your confirmation email includes a meeting link to use on the day of your appointment. If you'd prefer to connect via phone call or another method, contact your local store to discuss booking options.
What device can I use for my Virtual Shopping or Virtual Design appointments?
You can use any smart phone or computer with a camera and microphone enabled for your appointment. We recommend using an Apple or Android smart phone for your appointment. If you'd prefer to connect via voice call or another method, contact your local store to discuss booking options.
Do you offer discounts for Interior Designers?
Yes! If you're an interior designer, decorator, home stager, architect, or other design professional, our Industry Elite program is for you. Members get exclusive pricing and other perks for shopping like a pro. Apply online here.
Is my information secure?
Yes, our checkout and chat are encrypted to protect your information.
Should I create an account before checkout or checkout as a guest?
We recommend creating an account before checking out to save your payment details, preferred delivery addresses and order history. Whether you choose to checkout as a guest or create an account, your information is secure.
I forgot my account password. How do I reset it?
If you created your account using your email address, follow the “Forgot Your Password” link to reset your password. If you created your account using a Facebook or Google account, choose "Sign in with Google" or "Sign in with Facebook".
Didn’t find your answer here?
Please contact our Customer Care team with any additional questions.