Frequently Asked Questions
Orders & Payment
Can I still place orders on urbanbarn.com?
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.
How will I know how much my order will cost?
Final calculation of taxes and shipping charges will be shown in the last stage of your checkout process. To see how shipping is calculated please reference shipping and delivery.
How can I change or cancel my order?
Once an order is placed online, it cannot be cancelled or changed once the product has been shipped. Please contact the Customer Care Centre for more information by email at firstname.lastname@example.org.
Who should I contact if I have questions regarding my order after I have made a purchase?
Contact our Customer Care Centre by email at email@example.com.
How will I know that you have received my order?
An order confirmation email will be sent confirming we have received your order within 24 hours.
How can I check the status of an online order?
By creating an account, your order, tracking number and order confirmation will be saved. To get the most up to date status of your order call the Customer Care Centre by email at firstname.lastname@example.org.
What is Urban Barn's return and exchange policy?
For more information about Urban Barn's Customer Service Policy, click here.
How can I return an item I recently purchased in store?
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.
How do I return an item/s couriered via courier?
You can return the item/s by mail or at any Urban Barn location within 30 days of purchase. To return through mail, please include a copy of your receipt. You are responsible for shipping costs on returned items. For more information, contact our Customer Care Centre by email at email@example.com.
How do I return a warehouse pick up or home delivery order?
Furniture accompanied by an original receipt can be returned within 14 days of delivery or pickup. They are subject to a 15% restocking fee. All Custom furniture is final sale and cannot be returned. Furniture returns cannot be done in store and must be arranged by our Customer Care Centre. If you wish to make a furniture return, please contact our Customer Care Centre by email at firstname.lastname@example.org.
How do I return or exchange an item I picked up in store?
Store pick up orders made online and in-store can be returned or exchanged within 30 days. Refunds on regular priced items will be provided in the original form of tender. Sale product accompanied by an original receipt can be exchanged for store credit within 14 days of purchase.
How do I exchange an item/s couriered via courier?
For more information about exchanges, contact our Customer Care Centre by email at email@example.com.
How many days do I have to return or exchange merchandise?
Regular priced home decor and accents purchased online or in-store can be returned or exchanged within 30 days of purchase. Sale products can be exchanged for store credit within 14 days of purchase. Furniture can be returned within 14 days of delivery or warehouse pickup, and are subject to a 15% restocking fee. A receipt must be present for all returns and exchanges.
Can I still return or exchange an item if I have lost or misplaced my receipt?
An original receipt is required for all in-store returns and exchanges. If your purchase was placed online, please contact our Customer Care Centre firstname.lastname@example.org to be sent a copy of your receipt.
Shipping & Delivery
Is White Glove Delivery still available for my order?
Yes! We currently offer three shipping methods for furniture purchases.
- White Glove Delivery: For $199, we’ll bring furniture into the room of your choice. Includes assembly and removal of packing materials.
- Threshold Delivery: For $89, we’ll bring your furniture to the area directly inside your door.
- Contactless Warehouse Pickup: Free with furniture orders, you’ll be responsible for loading product into your vehicle.
Up to 7 items are included in your delivery fee. For orders of more than 7 items, a second delivery charge will be applied.
Someone in my household is showing cold / flu symptoms or is under quarantine or self - isolation, will you still deliver my items?
To ensure the health and safety of you and our delivery teams, we will be 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.
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 email at email@example.com
How much does shipping cost?
For full shipping cost details please reference shipping and delivery. Courier orders are based on the method selected and order total. White glove shipping is based on the location of shipment and varies depending on the region. For warehouse and store pick up there is no additional shipping charges applied.
Can orders be shipped anywhere in Canada?
Depending on your shipment method selected. For courier we will provide shipment across Canada. For white glove, warehouse and store pick up's we can only offer to select shipping locations. Contact our Customer Care Centre for more information.
How many items does the delivery fee cover?
*Up to 7 items are included in your delivery fee. For orders of more than 7 items, a second delivery charge will be applied.
How do I ship to an address other than my billing address?
When you're placing your order through the checkout process, your entered Bill to address will automatically populate to the Ship to. To ship your order to a different address, simply select ‘Click to Add New Address’ to enter the alternative address.
Can I ship an item to the US?
Currently we do not offer international shipping.
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.
Can I redeem a gift card online?
Unfortunately, we are not able to accept gift cards online. If you would like to make a purchase using an Urban Barn gift card, please visit your local store. If stores in your area are temporarily closed, we will gladly accept your gift card when stores reopen.
How do I check my balance?
To check your gift card balance, click here
What are your cleaning and safety procedures?
We’re taking a multi-step approach to help keep our team members and guests safe and healthy. This includes requiring everyone to wear a mask in store, social distancing, enhanced surface cleanings, sanitation stations and reduced occupancy based on each store’s square footage.
Why do you require masks in-store?
For the health and safety of team members and guests, we currently require everyone to wear a mask in our stores. While wearing masks in public has not been mandated, it has been strongly recommended they be worn to help prevent the spread of COVID-19. Unfortunately, we are not able to provide masks to guests. We appreciate everyone’s cooperation and are always open and available for shopping at urbanbarn.com.
How do I submit a claim to Diamond Kote?
You can file a claim in three different ways: online at http://www.fileaclaim.ca/, by phone (toll free) at 1-800-663-1708 or by email at DKFP@serviceplan.ca. Diamond Kote will then walk you through the claims process.
Can I use my welcome offer for online purchases?
Yes! Your welcome offer can be claimed online or in-store for up to one month after you receive it.
How can we find out if a product will fit in our home?
The dimensions of our products can be found on each product page. Click here for tips on how to measure your space to ensure a successful delivery.
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.
Are all products on urbanbarn.com also carried in-store?
Urban Barn stores carry a wide variety of furniture and home accents but product selection and inventory varies by location. To check if a specific furniture article is available at your preferred store, or for more information about furniture availability, please contact Customer Care by email at firstname.lastname@example.org.
Does each store have the same amount of inventory?
Inventory varies by store location. To check if a specific furniture article is available at your preferred store, or for more information about furniture availability, please contact Customer Care by email at email@example.com.
Who should I contact about general inquiries?
Contact our Customer Care Centre by email at firstname.lastname@example.org.