SHIPPING & RETURNS
For shipping and returns information, please see below:
1. General Information
All orders are subject to product availability. If an item is not in stock at the time you place your order, we will notify you as soon as possible along with an estimated date of delivery. You may then choose to wait for the item to arrive or to obtain a refund for the total amount of your order, using the original method of payment.
2. Order Cancellation
If you wish to cancel an order, please contact us immediately at firstname.lastname@example.org. Please note we attempt to ship orders as quickly as possible and that cancellation is no longer an option once an order has been processed for shipment.
3. Delivery Locations
Items offered on our Website are currently only available for delivery to addresses in Canada. To inquire about shipping to destinations outside of Canada, please contact us at email@example.com.
4. Delivery Times:
Unless there are exceptional circumstances, we make every commercially reasonable effort to fulfill your order within 7-10 business days of the date of your order. Orders are usually processed within 3 business days, and items usually arrive in 3-5 business days once shipped, per Canada Post’s Expedited Parcel Delivery Standards. A shipping confirmation email with tracking info will be provided. We make no guarantee as to delivery time.
White Glove Delivery: Oversize Items
Oversize items (ex. Grills) require special ‘white glove’ handling, and shipping must be quoted separately based on your purchase and delivery location. As with our parcel deliveries, we will make every commercially reasonable effort to fulfill your order in a timely manner, but we make no guarantee as to delivery time. We will contact you to obtain all necessary information, and appreciate your cooperation and communication.
Orders will be processed and made available for pickup within 3 business days, and a confirmation email will be sent when your order is ready. When picking up the order, you will be asked to show a piece of identification. If someone other than you is picking up the order, you will need to notify us in writing, either in the order instructions or by replying to the order confirmation.
Business days mean Monday to Friday, except holidays. Please note we do not ship on weekends or holidays. Delivery times are estimates and commence from the date of shipping, rather than the date of order. Delivery times are to be used as a guide only and are subject to the acceptance and approval of your order. We make no guarantee as to delivery time.
Date of delivery may vary due to carrier shipping practices, delivery location, method of delivery, and the items ordered. Please note that deliveries may take up to 7 business days to process during peak periods due to high volume. Products may also be delivered in separate shipments, and we’ll keep you updated while we complete your order.
Please ensure you provide us with accurate shipping information, including apartment numbers, floors, suites, units and/or any special delivery instructions, particularly when delivering to office buildings, hotels, hospitals or other commercial locations. When an error has been made in the postal delivery address, Canada Post may attempt to correct the error and have the item delivered. In the event that Canada Post is unable to determine the correct delivery address, the shipment will be returned to us at your expense.
5. Delivery Instructions
You may provide special delivery instructions on the checkout page of our Website or by responding to your order confirmation email.
6. Shipping Costs
Shipping costs for Parcel Delivery are based on the weight of your order and your delivery location, per Canada Post’s Expedited Parcel service, and will be displayed on the checkout page of your order. Additional shipping charges may apply to remote areas or for large or heavy items. You will be advised of any charges on the checkout page.
White Glove Delivery: Oversize Items
Shipping costs for Oversize Items will be determined based on your purchase and delivery location on an individual basis, following your order or request. You will be advised on the checkout page that we will contact you in order to provide an accurate shipping quote.
A processing fee may apply to Oversize Items or gift wrapped items using the In-Store Pick-Up option. We will notify you of any charge upon receipt of your order.
Sales tax is charged according to the province or territory to which the item is shipped.
7. Damaged Items in Transport
If there is any damage to the packaging on delivery, please contact us immediately at firstname.lastname@example.org with your order number and a photo and brief description of the damage.
If you have any questions about the delivery and shipment or your order, please contact us at email@example.com.
We allow for returns, with authorization, of all new, unused, unassembled and resalable items in their original packaging within 30 days of your purchase. We will not accept returns after this date except for problems with product quality.
To request a return authorization, please contact us at firstname.lastname@example.org with your order number, details of the order/product and brief description of your reason for the return. Urban Bonfire Inc. must authorize all return requests before product is returned.
Upon receipt of the returned product, we will fully examine it and notify you via email, within a reasonable period of time, whether you are entitled to a refund. If you are entitled to a refund, we will credit the merchandise value (not including the original and return shipping costs) to your original method of payment or, in the case of a return with Gift Receipt or for items purchased from our Wish List, in the form of store credit.
If the return is a result of our error or a problem with product quality, you will not be responsible for the shipping costs.
Please note that a re-stocking fee may apply for oversize or special order items. We will confirm whether a fee will apply in response to your return authorization request.
3. Damaged or Defective Goods
In circumstances where you consider that a product is damaged or defective, you should immediately contact us at email@example.com with details of the product and the damage or defect. Upon receipt of this information, we will first work with you to get the product repaired. If repair is not possible, then we’ll work with you to get the product replaced.
To expedite the return process, please ensure the product is clean, that the packaging is sufficient to prevent any damage, and that you have noted all defects/damage with photos provided. We will then provide a return authorization along with further instructions.
Upon receipt of the returned product, we will fully examine it and notify you via e-mail, within a reasonable period of time, whether you are entitled to a replacement as a result of the defect. If you are eligible, we will send you the replacement product at no additional cost.
Returns, refunds and exchanges do not apply to certain items, including gift cards and items clearly marked as non-returnable, such as clearance and special order items.
We also reserve the right to refuse a return, refund or exchange if:
- The item being returned does not match the original item shipped to the customer;
- The item is missing parts and/or the original product’s packaging and user’s manual;
- The item was damaged during the return shipment due to improper or insufficient packaging;
- The item being returned has been misused or abused.
Shipping and handling charges are not refundable. Any amounts refunded will not include the cost of shipping, except where the return is the result of our error or a problem with product quality.
Detailed shipping instructions will be provided upon authorization of a return. To follow-up on the status of your request or return, please contact us at firstname.lastname@example.org.