Frequently Asked Questions

Ordering & Payment
 
  • What are the accepted methods of payment?
     

    For in-store purchases, we accept Visa, MasterCard, Discover, Interac debit card, & cash

    For online orders, we accept PayPal, Visa, MasterCard, and Discover.

  • Is it safe to provide my credit card details online?
     

    It is absolutely safe to use your credit card on our website. All sensitive information is transferred using the same encryption and physical security used by financial institutions.

  • What is your price adjustment policy?
     

    Price adjustments will be granted within 14 days of purchase, upon presentation of the original receipt. Certain conditions and exceptions may apply.

  • When will my order be invoiced?
     

    Your order will be invoiced as soon as it has been placed.

  • Will I receive a confirmation of my order?
     

    An order confirmation will be sent to you once your order has been placed.

  • What happens if the product is unavailable?
     

    If an item is temporarily unavailable, you can still place an order for it. We will contact you once all the items in your order are available and ready to be shipped. If you have placed an order for a product that states in stock or pre-order but happens to be unavailable, we will gladly refund you the invoiced amount.

  • Can I see your products in a store?
     

    Not all of the products we sell online are available in our showroom to view. A large percentage of them are however we do buy specific items for our website. If you wish to know whether a product is on display in our showroom, simply call us at 905-660-4669 or email us at info@urbanaccentscanada.com . Our showroom is located at 133 Romina Drive in Vaughan, Ontario.

Shipping and Delivery
 
  • Do you ship internationally?
     

    We currently only ship across Canada. For courier we will provide shipment across Canada. For white glove, warehouse and store pick up's we can only offer shipping across Ontario or pick up at our warehouse location in Vaughan, Ontario. Contact us for more information.

  • What shipping options do you offer?
     

    We aim to deliver our products in a timely and economical manner. Accessories and smaller items ship via Fedex or UPs Standard Ground. Larger, heavier items are shipped via our in-home delivery service across Ontario and Frontier Sales as our carrier for items shipped outside of Ontario. We also offer the option to collect your merchandise at our store location in Vaughan, Ontario by simply selecting in store pickup option at checkout. Please visit our Shipping & Delivery page for more information.

  • How much are shipping fees?
     

    Shipping fees vary by product and by province, which can be determined by entering your province when viewing your shopping cart.

  • Are sales taxes charged on shipping fees?
     

    Applicable provincial and federal sales taxes are applicable on delivery fees.

  • How can I check the status of my order?
     

    Log in to your Urban Accents account to check the status of an order or give us a call at 905-660-4669.

  • How can I modify or cancel my order?
     

    Please contact us as soon as possible if you change your mind and decide to cancel or modify your order. We will be happy to provide you with suitable options based on the status of your order. Additional fees may apply to modifications being made to an order that has already been scheduled for delivery.

  • What can I do if I missed my delivery appointment?
     

    Should you be unavailable for the scheduled delivery, another delivery fee may be charged for rescheduling or cancelling the order while the merchandise is in transit. Please contact us for more information.

  • What is the pick-up in-store process for online orders?
     

    You will receive an email confirmation when all of your items are ready for pick-up in store. In-store pick-up orders may take between 7-10 business days to arrive at the store. The original receipt or e-mail receipt is required at the time of pick-up.

  • Can I have my products delivered to my house and assembled for me?
     

    Yes, you can select our white glove delivery option at check-out. Please note White Glove Delivery Service is only offered across the Greater Toronto Area (GTA).

Returns & Exchanges
 
  • What is Urban Accent’s return policy?
     

    Read our return/exchange policy here

  • What is your warranty policy?
     

    Our products carry a 6 month warranty covering manufacturing defects. The warranty applies only to a household use of our products. The warranty does not cover regular wear and tear, discoloration due to exposure to light, misuse, shrinkage or peeling of materials, or abusive wear. The original receipt is required for all claims.

  • How can I return a merchandise?
     

    Please contact us within 7 days of delivery or pick-up to arrange a return or exchange for in-store purchases. To arrange a return or exchange for an online order, please call us at 905-660-4669.