Customer Service

OUR GUARANTEE

We provide a 100% Customer Satisfaction Guarantee on ALL hardware products we sell. If for ANY reason you are not satisfied with a hardware product you purchased from us, we want to hear about it and you can return it within 10-days of delivery for a 100% purchase price refund. Note the purchase price refund does not include the original or return shipping, boxing and handling costs. It is a good practice to always retain the original boxing and packing materials for any purchase until you are completely satisfied with the product.

The Urban Compost Tumblers (UCT-7 & UCT-9) and Urban Rain Barrel (URB) have an extended 60-day return guarantee for a 100% purchase price refund.

To assure prompt and proper refunding, be sure to call or email us first so we can expect a return. Products returned without our being notified first will not be refunded. Please call toll free 866-923-1992 or email us at info@UrbanGardenCenter.com and ask for return instructions. We do not accept C.O.D. returns.

SHIPPING

Except for call-in orders, we do not ship outside the United States (lower-48 states). All shipping prices quoted on this web site only apply to the lower-48 states. Most domestic shipments are made via FedEx or UPS ground service and typically ship within 1-3 working days from the time an order is received. After a product ships, it typically takes 4-5 days travel time to the East Coast and 2-3 days to the West Coast states.

Important: When ordering a product for a special occasion/seasons, (e.g. Christmas, Mother's Day, Early Spring Time, ...) realize that products could take an additional couple days.

When a product ships, the FedEx/UPS system automatically issues an email to the customer giving the tracking number. Please allow at least 5 days from the time you place the order before making inquires regarding orders. When making an inquiry, it is important to include the full name of the person who ordered the product and the date the product was ordered.

Note that when the price for a product indicates that "shipping is included", it means shipping to the 48-States in the Continental United States. If you are shipping to destinations outside the 48-States, please give us call 866-923-1992 for shipping prices.

DAMAGED GOODS

Be sure to inspect products carefully when you receive them as items can be damaged or lost in shipment. If you find damage or missing parts as a result of damage in shipping, be sure to notify the shipper immediately and file a damage report with them (IMPORTANT TO DO).

Then, email us at info@UrbanGardenCenter.com and let us know so we can expedite getting a replacement to you. When you email us, be sure to include your shippers damage report number as without their damage report number we may not be much help.

WARRANTY CLAIMS

Product warranties are provided by the manufacture of the product and can vary a great deal. Sometimes manufactures can add new models and discontinue products without warning. Warranty and service claims must be made directly with the manufacture or the service provider(s) authorized by the manufacture. Most manufactures provide warranty information that comes with their product.

We provide a 10-year warranty on the Urban Compost Tumbler 9 (UCT-9) and a 5-year warranty on the Urban Compost Tumbler 7 (UCT-7). These warranties are provided to the original purchaser (or person shipped to) and include any defect in materials or workmanship. To request warranty service, please call toll free 866-923-1992 or email us at info@UrbanGardenCenter.com. In your e-mail be sure to include the same information you used when originally buying the product and note any changes since date of purchase (e.g. address change).

SUGGESTIONS  /  RECOMMENDATIONS

Our only business is providing our customers with products they value and the service they expect. If you have product suggestions, recommendations on improving our service or this web site, please don't hesitate in contacting us. Email us at info@UrbanGardenCenter.com