SOLSTICE VENT FREE GAS INSERT

The Solstice vent free gas insert quickly and easily turns an old, wasteful fireplace into a beautiful, highly efficient heat source. Coming from the leader in vent free technology, you can expect the gorgeous Solstice to provide excellent heating efficiency without the high cost of extensive renovations or construction.

Retain the look of a traditional hearth with realistic log sets or switch it up with flames rising through modern fireglass. The Solstice is what you make it, fitting into your home and family with ease.

The Monessen Solstice Vent Free Gas Fireplace Inserts – Millivolt is that the perfect insert for your pre-existing masonry fireplace. With this insert, you can customize it to blend in with any décor by choosing from several gas logs. With the quality blower, you'll feel the heat all season long throughout your home with this highly efficient insert. With Monessen, you do not have to worry about the cold if the power goes out; this insert will operate without power so outages are nothing to worry about. So when you are ready then choose a brand you can trust, choose Monessen for all of your fireplace needs. you'll be glad that you did.

Choose a hearth that compliments your style. Choose fittings and accessories that accent your home and convey joy to your face whenever you see them. Monessen designed the perfect fireplace to permit you all the choices you deserve. The interior of this firebox offers even as many customization options because of the exterior. does one prefer a faux log set or fire glass? These fireplaces run on natural gas/liquid propane, featuring the cleanest burning fire you'll imagine.

FEATURES

• Up to 28,000 BTUs
• Available in 33" model
• Easy-access control panel
• Clean design with expansive views
• Customizable to blend with any décor
• Standard blower powers up your heat output
• Operable without power for warmth during outages
• No venting required makes installation fast, easy, and affordable
• Select your style: traditional with logs, or contemporary with fireglass
• Natural Blaze Burner System (18") and choice of fiber ceramic or refractory logs

* Please Note: This item is a vent free appliance and installation of it may be prohibited in your jurisdiction. Customers are responsible for checking local codes and regulations prior to purchase.

PRODUCT SPECIFICATIONS

VENTING SPECIFICATIONS

• Vent-free units do not require any venting products

PRODUCT DIMENSIONS

• Overall dimensions - 33" W x 24" H x 16 1/2" D x 22 3/4 W (rear)
• Minimum fireplace opening dimensions - 33 1/2" W x 24 1/2" H x 16" D x 23 1/4 W (rear)
• Rough framing dimensions - 33 1/2" W x 24 1/2" H x 16" D
• Small surround overall dimensions - 43" W x 33" H x 1 1/4" D
• Large surround overall dimensions - 50" W x 36" H x 1 1/4" D
• Viewing area dimensions - 28 3/4" W x 15 1/2" H (445" sq.)
• Weight - 110 lbs.

SHOWN WITH

• Cinnamon ceramic firebrick liner (style optional)
• Small black surround (size optional)
• Kentucky wildwood refractory log set (style optional)
• Custom Installation

BURNER AND LOG SPECIFICATIONS 

• Monessen natural blaze burner system
• Electronic ignition with battery backup/Millivolt ignition
• Cold climate pilot setting
• Manual variable flame height
• 7 Piece log set
• Manufactured for indoor use
• Btu/Hr - 19,000 - 28,000 (NAT)
• Btu/Hr - 22,000 - 27,000 (LP)

INCLUDED

• Natural Blaze Burner System (18")
• 135 CFM blower and screen
• 18" flex line with on/off shut-off valve

CA Residents: See Prop 65 WARNING

CORNER INSTALLATION

FRONT VIEW

SIDE VIEW

TOP VIEW

OPTION & ACCESSORIES 

Burners (Included)

Click to see Burners

NB18NV/NB18PV Natural Blaze burner available in 18" and 24" sizes, these burners come in both natural and propane gas formats and feature a cast iron grate, volcanic rock, rock wool, on/off switch, manual variable flame height control and are remote ready. FEATURES Fuel Type: NG or LP Ignition Type: Millivolt Control Burner Only: 18" Natural Blaze Burner For use with firebox Use with 18" Beachcomber Burncrete refractory 6-piece log set, 18" Berkley Oak fiber ceramic 7-piece log set, 18" Berkley Oak refractory 7-piece log set, 18" Highland Oak Refractory 7-piece log set and 18" Stony Creek refractory 11-piece log set. * Please Note: This is for the gas burner only. No logs are included.

NB18NIF/NB18PIF Natural Blaze burner available in 18" and 24" sizes, these burners come in both natural and propane gas. Featuring the IntelliFire Plus with ODS system for five-step flame adjustment, these burners come complete with cast iron grate, volcanic rock, rock wool, on/off switch, touch button command center, electronic ignition and RC300 thermostat remote control. FEATURES Fuel Type: NG or LP Ignition Type: IPI Control Burner Only: 18" Natural Blaze Burner For use with firebox Use with 18" Beachcomber Burncrete refractory 6-piece log set, 18" Berkley Oak fiber ceramic 7-piece log set, 18" Berkley Oak refractory 7-piece log set, 18" Highland Oak Refractory 7-piece log set and 18" Stony Creek refractory 11-piece log set. * Please Note: This is for the gas burner only. No logs are included.

Logs (Required to Complete)

Click to see Logs

	BC18-R 18" Beachcomber design 6 Piece buncrete refractory log set For use with 18" Millivolt Control Natural Blaze Burner For use with 18" IntelliFire Plus Natural Blaze Burner with Remote Control EXCLUSIVE Natural Blaze Technology Available with the IntelliFire Plus® system or millivolt control Cast iron grate standard with burner Volcanic rock, rock wool embers and ember bed log switch
	BO18-F 18" Berkley oak design 7 Piece ceramic fiber log set For use with 18" Millivolt Control Natural Blaze Burner For use with 18" IntelliFire Plus Natural Blaze Burner with Remote Control EXCLUSIVE Natural Blaze Technology Available with the IntelliFire Plus® system or millivolt control Low profile design for a true glowing ember look Refractory cement for fine detailing or ceramic fiber to reflect more heat Includes volcanic rock and rock wool embers
	BO18-R 18" Berkley oak design 7 Piece refractory log set For use with 18" Millivolt Control Natural Blaze Burner For use with 18" IntelliFire Plus Natural Blaze Burner with Remote Control EXCLUSIVE Natural Blaze Technology Available with the IntelliFire Plus® system or millivolt control Cast iron grate standard with burner Volcanic rock, rock wool embers and ember bed log switch
	HO18-R 18" Highland oak design 7 Piece refractory log set For use with 18" Millivolt Control Natural Blaze Burner For use with 18" IntelliFire Plus Natural Blaze Burner with Remote Control EXCLUSIVE Natural Blaze Technology Available with the IntelliFire Plus® system or millivolt control Cast iron grate standard with burner Volcanic rock, rock wool embers and ember bed log switch

Accessories

Brick Panels (Required to Complete)

	FBVFICLR If you have recently bought Monessen's Solstice Vent Free Gas Insert, consider getting something that really accents your new insert. provides it charm with Monessen's Colonial Red Firebrick. Firebrick panel Finish: Colonial Red Ceramic For 33" Solstice Vent-Free Fireplace Inserts Subtle Brown and Red Tones Interior Fireplace Brick Compatible with the following Monessen appliances Solstice/VFI 33
	FBVFICM Combining the flames with this beautiful cinnamon tone will give warmth to your insert which will make your guests believe it was there from the very beginning. This firebrick is specifically designed for Monessen's Solstice Vent Free Gas Insert. Firebrick panel Finish: Cinnamon Ceramic For 33" Solstice Vent-Free Fireplace Inserts Subtle Brown and Red Tones Interior Fireplace Brick Compatible with the following Monessen appliances Solstice/VFI 33
	BLPVFIC Finish: Black Installation hardware included transitional or contemporary room Multiple panels for full interior coverage Reflective panel quality amplifies and adds depth to the flames Sleek black porcelain panels create a subtle sophistication at home in any  Compatible with the following Monessen appliances Solstice/VFI 33
	BMGVFIC Finish: Black Installation hardware included transitional or contemporary room Multiple panels for full interior coverage Reflective panel quality amplifies and adds depth to the flames  Magnify the flame presentation with black magic reflective panels for a dazzling contemporary look with more reflection and durability Compatible with the following Monessen appliances Solstice/VFI 33

Metal Surrounds (Required to Complete)

	VFICFSS Color: Black Size: Small(43" W x 32" H) Stamped steel construction Designed for Solstice fireplace insert Black surround finishes off insert beautifully Metallic black heat resistant finish ensures lasting beauty Compatible with the following Monessen appliances Solstice/VFI 33
	VFICFSL Color: Black Size: Large( 50" W x 35" H) Stamped steel construction Designed for Solstice fireplace insert Black surround finishes off insert beautifully Metallic black heat resistant finish ensures lasting beauty Compatible with the following Monessen appliances Solstice/VFI 33

Click to see Optional IPI Accessory Kits

IPIFKP2 The ergonomic, slim design makes our remotes easy to use. Combined with the soft-touch finish, Ambient Technologies' remotes enhance the comfort, luxury, and convenience of any gas fireplace. Plus, our line of slightly screen remote controls offers you the newest control technology within the palm of your hand. Three step Flame control kit Includes stepper motor, wire and RMSC remote and receiver For use with propane gas IPI system, Ecologic II Compatible with the following Monessen appliances Aria/VFF 32 Aria/VFF 36 Symphony/VFC 24 Symphony/VFC 32 Solstice/VFI 33

IPIFKN2 The ergonomic, slim design makes our remotes easy to use. Combined with the soft-touch finish, Ambient Technologies' remotes enhance the comfort, luxury, and convenience of any gas fireplace. Plus, our line of slightly screen remote controls offers you the newest control technology within the palm of your hand. Three step Flame control kit Includes stepper motor, wire and RMSC remote and receiver For use with natural gas IPI system, Ecologic II Compatible with the following Monessen appliances Aria/VFF 32 Aria/VFF 36 Symphony/VFC 24 Symphony/VFC 32 Solstice/VFI 33

Click to see Flickering Embers

NE1G Are you looking to require your fireplace insert to the next level? Let Monessen assist you with the Monessen Flickering Embers you'll get the design and feel of real embers without fear about your home, pets, or guests. These embers are made specifically with Monessen fireplace inserts in mind and fit perfectly with the Natural Blaze Burners. We might not have an additional life to offer you, but we will definitely give your fireplace insert an additional life with the assistance of Monessen. Color: Assorted Gives off the look and feel of real embers Made specifically for vent-free Monessen brand fireplace inserts Compatible with the following Monessen appliances Aria/VFF 32 Aria/VFF 36 Symphony/VFC 24 Symphony/VFC 32 Solstice/VFI 33 Glow Getter 18 Glow Getter 24 Natural Blaze 18 Natural Blaze 24

Click to see Volcanic Rock - Carton of 12 - 2 lb. Bags

VR1000A Designed to be used with Monessen Vent-Free Fireplace Inserts and Vent-Free Fireplaces. Volcanic Rock, Carton of 12-2 lb. Bags. Volcanic rock brings a weathered, organic look to your fireplace. Spread round the floor of your fireplace and ahead of your gas log set for added beauty. Two pound bag of volcanic rock Works with Monessen fireplaces Adds a more realistic look to the fireside Must be purchased separately from fireplace and field installed

Click to see Control, Remotes, Wall Switches

	RRCM Remote Receiver Cover Made of metal Specifically for Monessen brand products Metal box will help hide your remote receiver
	MVWS Ambient Technologies Offers a broad line of remote controls, thermostats and accessories designed for total convenience and comfort. Ergonomic design, ease of operation and soft-touch finish combine to enhance the comfort, luxury and convenience of any gas fireplace. Wall switch with 15' of wire Mounts in standard electrical wall box
	TS Thermostat Bulb Sensor  Monessen has become alright known for creating the absolute best in fireplaces and hearth accessories, and this product is completely no different. The Monessen Thermostat Bulb Sensor for Millivolt Model Only is meant to be used on the Monessen Millivolt Model only. This sensor acts to feature thermostat operation to a Millivolt on and off valve, making your life easier and far more convenient overall. Priced affordably, you cannot afford to pass this Thermostat Bulb Sensor up! Get yours today for this great low price, and obtain able to enjoy your fireplace in ways in which you never thought were possible. Thermostat Bulb Sensor For Millivolt Model Only
	RCB Remote Hand-held On/Off with battery receiver and wall cover plates. Ambient Technologies Offers a broad line of remote controls, thermostats and accessories designed for total convenience and luxury . Ergonomic design, simple operation and soft-touch finish combine to reinforce the comfort, luxury and convenience of any gas fireplace. Let Ambient surround you with all the technology to reinforce the enjoyment and luxury of your gas fireplace. Signal indicator 16 security codes Battery Low indicator For use with Millivolt or 24V Systems Battery receiver with easy battery access 6 hour optional safety shutdown (receiver)
	RCMT Remote Ambient Technologies Offers a broad line of remote controls, thermostats and accessories designed for total convenience and luxury . Ergonomic design, simple operation and soft-touch finish combine to reinforce the comfort, luxury and convenience of any gas fireplace. Let Ambient surround you with all the technology to reinforce the enjoyment and luxury of your gas fireplace. Soft touch finish 16 security codes Thermal safety shutdown 90 minute countdown timer For use with Millivolt or 24V Systems Battery receiver with easy battery access 6 hour optional safety shutdown (receiver)
	RCST Remote Convenience is that the name of the sport when it involves purchasing a foreign control for your Monessen appliance. With the Monessen Handheld Thermostat, you'll control the hearth and temperature with slightly of a button. This handheld thermostat are often attached to the wall to be used , or just for storage when not in use. The highly intuitive screen will indicate when the battery is low, what the present temperature is, and can indicate when the flame is currently on. It also has childproof protection, which can offer you peace of mind.   16 security codes Childproof protection For use with Millivolt or 24V Systems Thermal safety shutdown (transmitter) Battery receiver with easy battery access 6 hour optional safety shutdown (receiver)
	TSST Remote Ambient Technologies Offers a broad line of remote controls, thermostats, and accessories designed for total convenience and comfort. Ergonomic design, ease of operation, and soft-touch finish combine to enhance the comfort, luxury, and convenience of any gas fireplace. Timer Mode LCD Backlight Large LCD display Touch Screen Panel Child Proof Lock-out Thermostatic Control Mode Sleep Mode to Save Battery Slide Function for Fast Operation Quick Disconnect Wiring Assembly Low battery Indication on Transmitter Optional 6 Hour Shut Down on Receiver On-screen Security Codes Setup on Transmitter 16 Security Codes (DIP Switches) on Receiver

DOWNLOADS

• Product Brochure
• Install/Owner's Manual

IS SHIPPING FREE?

Yes, shipping is free all over the United States on all items over $299. 

WHEN WILL MY ORDER SHIP? I JUST PLACED AN ORDER.

The majority of our orders will be shipped via USPS & FedEx, UPS, or a third-party LTL Freight Shipping company.

WHY IS MY ORDER BEING SHIPPING IN DIFFERENT PACKAGES?

If you have an order with multiple items, each item may be shipping from a different international warehouse, depending on which one has them readily available and can get to you the fastest. If an item is popular and on a bit of a back order, we might ship your items at different times, in different packages, to prevent you from waiting on your order. 

WHEN WILL I RECEIVE MY ORDER?

Orders are shipping out directly from any of our many domestic and international warehouses and they will do everything they can to get you your order as fast as they can. Due to the popularity of our offers, please allow an estimated 1-5 weeks for your order to arrive in the USA (each product varies). Other countries can take an estimated 1-6 weeks (each product varies) due to distance traveling and customs. Please note due to the extreme popularity of our offers, these are only estimates.

Destination

Estimated Shipping Times

United States 5-15 business days (UPS, USPS, FedEX)

Canada 7-25 business days (DHGATE, EMS)

Europe 7-25 business days (DHGATE, EMS)

Australia, New Zealand 7-25 business days (DHGATE, EMS)

Mexico, South America, Central America 7-25 business days (DHGATE, EMS)

Hong Kong, China 7-25 business days (DHGATE, EMS)

We do not ship to PO Boxes.We do not ship to Alaska, Hawaii, Puerto Rico, Guam, Northern Marina Islands, United States Virgin Islands, any outlining mainland USA islands.

WHAT HAPPENS IF MY ORDER GETS STUCK OR LOST IN THE MAIL?

All of our orders are sent with insured shipping and handling. If an order gets stuck at customs, sent back or even lost during the delivery process, we apologize! The postal service is out of our control. However, in cases like this, because the packages are insured, we will send you a new package with quicker shipping and full tracking, if possible. Please see our refund and return policy for when these might be applicable to shipping situations. 

DO YOU PROVIDE TRACKING INFORMATION? 

Yes. Once your order ships, you will receive an email containing your tracking information. Once you receive that email, you can consistently update yourself through our ‘Track your Order’ tab up above for full clarity and to prevent your package from getting lost. If you haven’t received tracking info within 5 days, please feel free to contact us and will work something out.

WILL I BE CHARGED FOR CUSTOMS AND TAXES? 

The prices displayed on our site are tax-free in USD, which means you may be liable to pay for duties and taxes once you receive your order. Import taxes, duties and related customs fees may be charged once your order arrives to its final destination, which are determined by your local customs office. Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office.

CAN I CHANGE OR CANCEL MY ORDER?

Yes, you can cancel without penalty within 12 hours of making your purchase!

If you change your mind and decide you do not want your order for any reason, you may cancel and receive a full refund within 12 hours of your purchase.

After 12 hours, our team may have processed your order and we may be unable to cancel it immediately. However, once you receive your item, you have 30 days to return it to us (please return the item in its original condition) and you will be refunded in full. We reserve the right to refuse delivery if the item arrives damaged or not in its original condition (evidence will be provided). Depending on the severity of the problem, we reserve the right to charge a 15% restocking fee. All communication will be handled through urbansupply.info@gmail.com. 

WHAT HAPPENS IF MY PACKAGE IS DAMAGED WHEN IT ARRIVES?

Do not be alarmed if your item(s) arrives damaged. First, photograph the damaged item(s) and refuse the package. Once you have the photos, please notify the Customer Service team at  urbansupply.info@gmail.com

Note the damages with the delivery driver on the Bill of Lading/Freight Bill and call us so we can help you move forward, whether it's a replacement or a refund of your money.

If this occurs, please contact us with the following information: - Your order number
- A photograph of the faulty product.
We will send you a return label for the damaged item once it has been confirmed, and once the return has been picked up, we will send you a replacement order.

If an appliance is installed and incurred damage, we cannot replace or repair those damages.

MY ORDER IS MISSING PARTS. 

Any missing parts will be shipped to you at no additional cost.

If your item arrived with missing parts, please contact us immediately at urbansupply.info@gmail.com and we will send you a replacement and the remaining parts as soon as possible.

For More Information Please Visit our FAQ'S Page or Email Us at Urbansupply.info@gmail.com or use the following link. Contact Us (urbansupplyinc.com). 

Urban Supply Inc guarantees the lowest eligible online price on it's products.

If you find a lower price for any products on our store, we pice match it. In order to be eligible, you must provide proof - whether a screenshot, invoice, email, etc. of the lower offer.

Policy

We work very hard to ensure that we offer the absolute best prices online. If you find another online store that offers a lower price than us, please let us know and we will refund your original payment for the difference. We want you to feel confident that you are getting the absolute best price for the product you are ordering.

Our 100% Price Match Guarantee has some limitations:• You must purchase the item from our website before requesting your Price Match Guarantee
• Promotions such as rebates and buy one, get one free offers are not eligible
• The item must be in stock on the competitors website
• The competitor must be an online store, they may not have a retail location
• The website can not be a discounter or auction website (ie; eBay, overstock, etc.)
• Refund requests EXCLUDE special once-a-year promotions such as Black Friday/Cyber Monday.
• The competitor must be an Authorized Retailer of the product in question
• The Price Match Guarantee includes the item price and the shipping charges, it excludes sales tax.

*Certain exceptions may apply.

Urban Supply Inc strives to give its customers the lowest price allowed by its manufacturers. We want you to have the best value and the best deal which is why we always offer the best sales and discounts. Keep checking our website for new deals and subscribe to our social media accounts to get the latest that we are offering.

The Price Match Guarantee policy is also limited by the calculation of cost vs loss. If the Price Matched is incurring a loss, it is up to us to make a final decision about whether we can approve the proposed price.

Refund Policy

We totally understand what it's like to have concerns or worries with your order. If you ever have any concerns or worries, we'll gladly serve you and address any concerns you have! Simply email us at urbansupply.info@gmail.com for further assistance.

Please note that your order must be reported within 60 Days of the Delivery Date. We cannot accept any Return Requests after this period.

Refunds

The only requirements are that every item be unused and in its original packaging. You must keep the pallet if you want to return larger appliances. A product cannot be returned if it has been installed, used, or if the pallet or box are missing.

Any broken or damaged items can be returned for a refund in their original packaging and condition within 60 days of delivery. To be eligible for a return, your item must be brand-new and in the same condition that you received it.

As a reminder, you must report your order within 60 days of the delivery date. After this time, we won't accept any return requests.

Photos Required - Photos of the damaged item or items you are returning will be requested by our customer service representatives. If no photos are available, which are needed for processing returns, returns won't be processed.

Missing parts?

Please contact us right away at Urbansupply.info@gmail.com if, for any reason, you received your order but some of the parts are missing. We will send out a replacement order for the missing parts right away.

Restocking Fee: Please be aware that there is a minimum 15% restocking fee for all returns, cancellations, or refused packages that have already been sent out. The restocking fee will be determined by the product and brand.

Only when there are issues with your order's shipping or if there was a mistake on our end in getting the item(s) to the customer will we exclude the restocking fee. Other conditions that can also be applied: Items that arrive damaged, wrong item is sent, or if item is in used condition.

The cost of return shipping is not covered by Urban Supply. Unless otherwise stated, shipping costs are not refundable and are the responsibility of the customer. The cost of the return label may be deducted from your refund if the customer requests one, though we will provide one with every order.

Orders that have already shipped are subject to restocking fees.
If you reject a delivery because it is damaged, this is not considered a return. A replacement unit will be sent to you at no cost.

How do I get started?
Please start your return by getting in touch with Urbansupply.info@gmail.com:
To begin your return, send your order and a receipt or another form of proof of purchase. In order for us to validate your return order right away, please include "RETURN - ORDER #" in the subject line of your message.

If an order is canceled after it has been shipped, the delivery is refused, or it is returned because the customer neglected to make a delivery appointment, it will be automatically sent back to the warehouse and handled as a return.

Please include a brief explanation of the return's cause in the email's body, along with any supporting documentation you deem necessary.

As there is no way for us to track the return package, kindly do not send your purchase back to the manufacturer without first getting in touch with us.

Due to upcoming promotions or lower prices from competing retailers, Order Prices are Final and Cannot Be Refunded.

The sale price is final once an order has been fulfilled.
Since all costs are fixed at the time of purchase and are set by the suppliers/brands we work with, we are unable to reimburse you for future promotions after your purchase. Likewise, if you find the same item for less elsewhere or on our website after placing your order, we are unable to refund you the difference.

You will not be charged for the shipping of any components you might be missing.

Send us an email at Urbansupply.info@gmail.com with your order number, the issue with the order, and any supporting documentation to receive support.

Depending on the severity of the damaged item, our team will determine how to proceed after receiving your inquiry and will either send a service to assist in fixing the issue or issue a replacement unit (s).

NOTE: All damage claims must be made within 24 hours of delivery. A claim will be rejected if damage is reported more than 24 hours after it occurred.

Late or Missing Refunds

If you haven’t received a refund yet, please wait 4-7 business days. If you still haven’t received a refund, contact your credit card company and ask them if the refund is pending into your bank account. There may be processing time of 4-7 business days for these refunds to appear back into your bank. 

If you still have not received your refund after completing all the tasks above, please contact us at urbansupply.info@gmail.com.

Exchanges 

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at urbansupply.info@gmail.com and include details such as: 

• Order Number: 
• Pictures of Damages Within 1 Hour of Receiving: 
• Item To Be Exchanged: 
• Replacement Item:
  

Returns

All products must be returned in their original packaging and unused. Keep the pallet if you are returning larger appliances. A product cannot be returned if it has been installed, used, or if the box or pallet is missing.

You may return any broken or damaged items for a refund within 60 days of delivery in their original packaging and condition. To be eligible for a return, your item must be brand-new and in the same condition that you received it.

Please keep in mind that your order must be reported within 60 days of delivery. After this time, we will not accept any Return Requests.

Photos Are Required - Our customer service representatives may request photos of the damaged item or items you are returning. Returns will not be processed if no photos are available, which are required for processing.

Restocking Fee: Please keep in mind that all returns, cancellations, or refused packages that have already been shipped are subject to a 15% restocking fee. The product and brand will determine the restocking fee.

• Once an order ships it is subject to a restocking fee.
• If you refuse a shipment due to damage, these cases will not be treated as a return. We will send a replacement unit at no cost to you.

Return shipping costs are not covered by Urban Supply. Shipping costs are non-refundable unless otherwise stated and are the responsibility of the customer. A return label can be requested by the customer, and we will include one with every order; however, the cost of the return label may be deducted from your refund. 

MY ORDER IS MISSING PARTS. 

Any missing parts will be shipped to you at no additional cost.

If your item arrived with missing parts, please contact us immediately at urbansupply.info@gmail.com and we will send you a replacement and the remaining parts as soon as possible.

WHAT HAPPENS IF MY PACKAGE IS DAMAGED WHEN IT ARRIVES?

Do not be alarmed if your item(s) arrives damaged. First, photograph the damaged item(s) and refuse the package. Once you have the photos, please notify the Customer Service team at Urbansupply.info@gmail.com.

Note the damages with the delivery driver on the Bill of Lading/Freight Bill and call us so we can help you move forward, whether it's a replacement or a refund of your money.

If this occurs, please contact us with the following information: - Your order number
- A photograph of the faulty product.
We will send you a return label for the damaged item once it has been confirmed, and once the return has been picked up, we will send you a replacement order.

If an appliance is installed and incurred damage, we cannot replace or repair those damages.

For More Information Please Visit our FAQ'S Page or Email Us at Urbansupply.info@gmail.com or use the following link. Contact Us (urbansupplyinc.com).