At Urbilis, we hold customer care to an exceptionally high standard. If you are not completely satisfied with your purchase, please drop us a line. We will gladly refund or replace the item.
Please contact our Customer Experience Team for a prompt response to your questions!
- Urbilis ships to the continental United States, Alaska, Hawaii, and Canada
- Most unused products may be refunded or exchanged within 30 days of purchase
- Most products ship within 5-7 business days, and arrive within 2-5 business days
- Orders ship via Ground Delivery with Fedex, UPS, or USPS
- All customers receive a confirmation email immediately following purchase, and a tracking number when the order ships
- We guarantee friendly, responsive, and fast customer service!
Customers Agree!
"Last night was the first real test of your product. We had 60 mile an hour winds coming off the bay straight onto my front terrace and my 4 wonderful Adirondack chairs, two footstools, and two round accent tables stayed put!" - Maureen B., Washington
"I like the fact that Urbilis provides great, unique, contemporary planter pots! They definitely take planting to a whole new level.” - Lie Adi D., Utah
"My daughter loved the herb pots. It is just the right size for her windowsill. Thanks!" - Jill M., California
"The chairs are great and holding up wonderfully. They are the perfect combination of traditional and modern, environmentally sound and comfortable too. Thank you for your advice in ordering - they are the right size and color. I think you have a great product." - Jane N., Maryland
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Shipping
Enjoy Free Shipping in the Continental United States on all purchases over $199!*
At this time, Urbilis ships to the continental United States, Alaska, Hawaii, and Canada. If applicable, extra services such as lift gates and inside delivery will incur additional fees.**
To calculate the shipping cost for any order, please refer to the chart below. These prices are calculated by total shipping weight. For Canadian orders, shipping costs do not include customs fees.
Please Note: No shipments can be delivered to PO Boxes, per carrier guidelines.
Please Note: For orders being shipped to freight forwarders, credit card payment will not be accepted. These orders must be paid for in full by wire transfer, check, or money order before they are processed and fulfilled. Urbilis is not responsible for damage that occurs after delivery to the freight forwarding company.
| Shipping Weight Of Order: | Shipping To Continental U.S. | Shipping To Canada | Shipping To Alaska and Hawaii |
| Up to 5 lbs | $9.99 | $42.99 | $38.99 |
| 5 lbs - 10 lbs | $14.99 | $47.99 | $50.99 |
| 10 lbs - 16 lbs | $16.99 | $57.99 | $64.99 |
| 16 lbs - 26 lbs | $21.99 | $66.99 | $84.99 |
| 26 lbs - 35 lbs | $26.99 | $79.99 | $107.99 |
| 35 lbs - 45 lbs | $31.99 | $91.99 | $130.99 |
| 45 lbs - 55 lbs | $36.99 | $104.99 | $153.99 |
| 55 lbs - 65 lbs | $39.99 | $114.99 | $177.99 |
| 65 lbs - 75 lbs | $49.99 | $129.99 | $207.99 |
| 75 lbs - 85 lbs | $54.99 | $144.99 | $234.99 |
| 85 lbs - 95 lbs | $59.99 | $154.99 | $256.99 |
| 95 lbs - 100 lbs | $62.99 | $162.99 | $274.99 |
| 100 lbs - 110 lbs | $67.99 | $169.99 | $292.99 |
| 110 lbs - 120 lbs | $72.99 | $180.99 | $317.99 |
| 120 lbs - 130 lbs | $77.99 | $192.99 | $344.99 |
| 130 lbs - 140 lbs | $82.99 | $203.99 | $371.99 |
| 140 lbs - 150 lbs | $87.99 | $214.99 | $399.99 |
| 150 lbs+ | Please contact us for a custom quote. | ||
*Loll Designs products do not qualify for free shipping. We apologize for the inconvenience.
**Please Note: Urbilis ships ALL products to the Continental U.S. and MOST products to Alaska, Hawaii, and Canada. Shipping restrictions, if any, are listed in bold on each product's page.
Rush Shipments
All Urbilis orders ship via ground services unless otherwise noted. If you require a rush shipment, please contact us with the order you wish to place and your desired delivery date. We will do our best to accommodate your request.
Freight Shipments
If you are placing an order for an over-sized and/or heavy item(s), your order may ship via freight. Basic freight services include economy shipping to the address provided at checkout. If additional services are required, such as a lift gate or inside delivery, please make note of that in the order comments section at checkout and we will contact you to arrange those services. Additional fees may apply. Please provide an accurate phone number at checkout. You will be contacted by the freight carrier to schedule an appointment for delivery.
Completing Your Order
Congratulations on finding your new favorite pieces! When checking out, we encourage you to match your billing and shipping address; this will ensure a quicker fulfillment process. If you cannot match your billing and shipping address, you may be contacted by one of our friendly staff members to verify your purchase. Please provide an accurate email address and phone number at checkout so that we may confirm your order quickly.
Should you have any issues at checkout, please feel free to contact our customer service team via the live chat or visit our contact us page. Our customer service hours are Monday-Friday, 8:30AM-5:00PM Eastern Time.
Custom Orders
Custom pieces are made to order and require an extended lead time before shipping. When ordering a custom piece, please reference the lead time mentioned on the product page in bold. Once processed, custom orders cannot be canceled or returned. Please ensure the lead time works for your needs before purchasing. If you have any questions regarding custom pieces or the policies that apply to them, please contact us.
For items with drainage holes requested, returns will not be accepted. These items are considered custom.
Canadian Orders
Please carefully review our product pages before placing your order. Some items may not ship to Canada; all shipping exceptions are listed in bold in the product descriptions. Shipping costs do not include taxes and duties.
Once You Place Your Order
Please allow approximately 5-7 business days for your item to ship, unless otherwise noted in the product description. Once your order has shipped, please allow 2-5 business days for your order to arrive.
Upon placing your order, you will receive a confirmation email. You will also receive a shipment tracking number when your order ships.
Certain items are custom made, and require more time. Thank you for your patience! Shipping information for all custom made items is noted in bold in the product's description.
Cancellations
You may cancel an order with Urbilis within 24 hours of processing as long as the order has not yet shipped. Once the order status is "shipped" or the item has entered production, it cannot be canceled. Custom orders may not be canceled once it has been confirmed with the manufacturer. Please see our return policy for information on returning items.
Returns
Most Urbilis items may be refunded within 30 days of purchase. Please check your product's page for any return restrictions or potential restocking fees. Made-to-order items/custom orders may not be returned.
If you placed your order with an account on our website, you can request your return easily by logging in! First, click on "Completed" in your dashboard. This will bring you to your order history. From there, select the order you would like to return item(s) from by clicking the "Return Item(s)" button. Select the quantity of the item(s) you would like to return. At the bottom of this page. please complete the Return Reason, Return Action and include any necessary comments that you would like us to know! We will reply to you within 1 business day of your inquiry with return details and instructions.
To return a purchase, please contact us. We will confirm your request and reach out with full return instructions including the return address. Please do not return your item to the sender's address - the warehouse that shipped your order may not be the warehouse that will accept your return.
You may also be assigned a RMA (Return Merchandise Authorization) number; this will be provided in your return instructions. This number is generated by the warehouse so that they may properly identify and process your return. If you are assigned a RMA number, make sure to clearly label the exterior of your return shipment with that information.
Please note that we only issue refunds on items that are unused and undamaged, unless the item arrived damaged.
We apologize, but we do not cover the cost to return an order to Urbilis. We recommend that you consider using a trackable shipping service to send out your return shipment. We do not guarantee that we will receive your returned item.
For orders being returned to Canadian warehouses/designers, the customer is responsible for all return costs. This includes and is not limited to: shipping label, customs, duties & taxes.
All returns/exchanges may be subject to a restocking fee. Because most of our products ship directly from the manufacturer, we are required to apply a restocking fee per manufacturer policy. Please review the product page or contact us for fees regarding specific products.
Refunds are provided with considerations to the original outbound shipping costs as well as the restocking fee, if applicable. Customers are responsible for the original outbound shipping costs even if the cost was included in the product price i.e. free shipping or subsidized shipping.
For help with properly packaging your returned items, please visit the FedEx and UPS help guides for tips.
FedEx Freight Packaging Guidelines
FedEx General Packaging Guidelines
UPS Packaging Guidelines
USPS Mailing Guide
Exchanges
Due to our rapidly changing inventory, we recommend placing a new order online and sending the returned items back for a refund. If you would like to process an exchange or return, please contact us.
We only replace items if they are defective or damaged. If you need to exchange your defective or damaged product for the same item, please contact us.
All returns/exchanges may be subject to a restocking fee. Because most of our products ship directly from the manufacturer, we are required to apply a restocking fee per manufacturer policy. Please review the product page or contact us for fees regarding specific products.
Damaged Shipments
If your shipment arrives damaged, please contact us within 48 hours of delivery and do not discard the damaged item or packaging. Your prompt response better enables us to quickly secure a replacement or refund for your purchase.
Refused Shipments
If an order is refused at the time of delivery, you are responsible for all shipping charges as well as applicable restocking fees. These costs will be deducted from your total refund for the order. As many items ship directly from the manufacturer, refused shipments may also be considered an unauthorized return and are subject to the policies thereof.
Sale Items
Only regular priced items may be refunded. Unfortunately sale items may not be returned or refunded.
Refunds
If you are approved, a credit will automatically be applied to your credit card or original method of payment. Refunds are typically issued within 5 business days from confirmation at the warehouse.
Refunds are provided with considerations to the original outbound shipping costs as well as the restocking fee, if applicable. Customers are responsible for the original outbound shipping costs even if the cost was included in the product price i.e. free shipping or subsidized shipping.
Late or Missing Refunds
If you have not received a refund, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us.
Take a look at our Terms of Service for more information.