FAQ's

Shopping & Ordering

What forms of payment do you accept?

We accept Visa, MasterCard, American Express, Discover and PayPal.

I placed an order online. Can I cancel it now?
Please reach out to support@urbanenook.com for requesting a cancellation.

Cancellations of Orders: If you desire to cancel an order you must inform in writing. Request to cancel does not = cancel. All cancellation requests will be reviewed to see where the order is in the process and if it is still in the window to be cancelled. Orders already on the dock, on a truck, or in route may not be able to be cancelled. If you request an order on the dock, on a truck, or in route to be re-routed this order will be subject to a 10% re-stocking fee and you will need to pay the return freight.

Refused Orders: If an order is refused by you or your customer you will be subject to a 10% re-stocking fee and return freight.

I have an additional question regarding a product or service on your site? Is there anyone I can call to address these questions?
Our friendly and knowledgeable customer service team is ready to assist you with any questions you may have regarding Urbane Nook products and services, we provide email support at support@urbanenook.com 7 days a week.

How much will shipping cost?
We strive to provide the lowest possible prices. From time to time the costs of materials and services necessitate price increases. It should be noted that we also process price decreases and Promotional/Sale Prices.

Shipping & Delivery

Where do you ship from?
We have multiple Distribution Centers throughout the United States
I placed an order today. When will my new items arrive?
From the moment your order has been SHIPPED it can take 2-7 business days for Parcel orders to arrive to you within the United States and Canada, and can take up to approximately 21 days for LTL orders to be delivered. Due to Covid-19 these lead times have increased and are subject to change as the carriers continue to struggle with staffing and delivery times. We will do the best we can to get your products out the door as quickly as possible and provide you tracking info but please note we are somewhat at the mercy of the carriers once they have left our facilities.

I'm not going to be in the delivery location on delivery day. Do I have to sign for my package?
Parcel orders via FedEx, UPS and USPS are usually delivered without a signature. However, LTL/White Glove Delivery do require a designated date and signature for delivery.

How are LTL shipments delivery arranged?
When we ship out an order, we will indicate the carrier name along with the shipment confirmation via email. Several days before the expected delivery, the carrier will call you to schedule an appointment. Please setup a day and time that works best for you.


Product Information

I tried to order a product that is currently sold out. Will it ever be available again?
Our inventory on the site is updated every couple of hours. If an item is currently out of stock it will be replenished. If we know the date of replenishment, we will indicate it on the item's page in the ETA field.

Do you offer a guarantee or warranty on your products?
We do have a 30-day guarantee against Manufacturer Defects. Returns are only accepted with a return authorization number. For a Return Authorization Number, please email support@homeroots.co


Returns

My customer received an item that they no longer want. How do I return it?
Merchandise returns (regardless of reason) need authorization. Any returns due to buyer's remorse must be in the original package in re-sellable condition, returned within 30 days of receipt and returned at your expense. Credits will be given once received back at the warehouse and determined in good condition. Note that effective 10/1/21 all returns are subject to a 10% re-stocking fee. To initiate a return, kindly complete the form in this link: https://share.hsforms.com/1QPZZm8fOSqKRKD2jm0UbIgd8grd , and our dedicated support team will promptly reach out to you.