Is shipping free?
Shipping is free on orders over $299 within the Continental United States. Exclusions apply — oversized and freight-only items are not covered. See the full list in our Shipping Policy.
Which items are excluded from free shipping?
Items that ship by LTL freight carrier: solar batteries, energy storage, hybrid and off-grid inverters and related power electronics (including all EG4 Electronics products), kitchen ranges and range hoods, fireplaces, generators, outdoor grills and islands, oversized furniture, and mini-split air conditioners.
Freight on these items is calculated at checkout from your order total and shown before you pay. Curbside delivery is included. Lift gate service is available at checkout for $185 — choose it only if you have no loading dock or forklift.
How will my order ship?
Parcel-sized items ship via UPS, FedEx or USPS. Oversized and heavy items ship via LTL freight carrier, who will call to schedule a delivery appointment in a 4-hour window.
When will I receive my order?
Orders are processed within 1–2 business days. Parcel orders typically arrive in 5–8 business days. Freight orders typically deliver within 5–10 business days of shipping. Made-to-order and manufacturer-direct items show their lead time on the product page.
Why did my order arrive in several packages?
Orders with multiple items may ship from different warehouses, so items can arrive separately. If one item is on backorder we ship the rest immediately rather than hold your whole order.
Do you ship to Alaska, Hawaii, Puerto Rico or US territories?
We ship selected products to these destinations. Freight is never covered by a standard or free-shipping rate. Any rate shown at checkout for these addresses is an estimate — we confirm the exact cost with you in writing before shipping, and you may cancel for a full refund if it does not work for you. Some oversized items cannot ship to these destinations at all; if no shipping option appears at checkout, that item is unavailable to your address.
Do you ship to PO Boxes?
No. We are unable to ship to PO Boxes.
Do you provide tracking?
Yes. You will receive an email with tracking as soon as your order ships. If you have not received tracking within 5 business days, contact us and we will sort it out.
What if my order is damaged in transit?
Inspect your shipment before signing the carrier's delivery receipt. If you see visible damage, refuse delivery and call us at 917-540-6070. If you find damage after delivery, photograph it and contact us within 24 hours. Reporting later may void the carrier's damage claim. Keep all original packaging until you have inspected the item.
Can I change or cancel my order?
You can cancel without penalty within 12 hours of purchase for a full refund. After 12 hours your order may already be in production or in transit. Once you receive the item, our Refund Policy applies.
Questions?
Call 917-540-6070 (Mon–Fri 9am–6pm EST) or email support@urbansupplyinc.com. We typically respond within 30 minutes during business hours.