Phone-in Order Desk.
1-866-923-1992 (toll free)
Customer Support and Service: Mon-Thur, 8am-noon PST (our winter hours)
e-mail: info@UrbanGardenCenter.com
Phone: (541) 923-1992
Fax: (541) 923-6655
There are times when we are on another line with a Customer, but please leave a message so we can get back to you. Thanks.
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OUR GUARANTEE
We provide a 100% Customer Satisfaction Guarantee on ALL hardware products we sell. If for ANY reason you are not satisfied with a hardware product you purchased from us, we want to hear about it and you can return it within 10-days of delivery for a 100% purchase price refund. Note the purchase price refund does not include the original or return shipping, boxing and handling costs. It is a good practice to always retain the original boxing and packing materials for any purchase until you are completely satisfied with the product.
The Urban Compost Tumblers (UCT-9) has an extended 60-day return guarantee for a 100% purchase price refund.
To assure prompt and proper refunding, be sure to call or email us first so we can expect a return. Products returned without our being notified first will not be refunded. Please call toll free 866-923-1992 or email us at info@UrbanGardenCenter.com and ask for return instructions. We do not accept C.O.D. returns.
SHIPPING
Except for call-in orders, we do not ship outside the United States (lower-48 states). All shipping prices quoted on this web site only apply to the lower-48 states. Most domestic shipments are made via FedEx or UPS ground service and typically ship within 2-3 working days from the time an order is received. After a product ships, it typically takes an additional 3-5 days travel time to the East Coast and 2-3 days to the West Coast states.
Important: When ordering a product for a special occasion/seasons, (e.g. Christmas, Mother's Day, Early Spring Time, ...) realize that products could take an additional day or two.
When a product ships, the FedEx/UPS system automatically issues an email to the customer giving the tracking number. Please allow at least 5 days from the time you place the order before making inquires regarding orders. When making an inquiry, it is important to include the full name of the person who ordered the product and the date the product was ordered.
Note that when the price for a product indicates that "shipping is included", it means shipping to the 48-States in the Continental United States. If you are shipping to destinations outside the 48-States, please give us call 866-923-1992 for shipping prices.
DAMAGED GOODS
Be sure to inspect products carefully when you receive them as items can be damaged or lost in shipment. Visibly damaged items should be refused requiring the shipper to return the item. After delievery if you find damage or missing parts as a result of damage in shipping, be sure to notify the shipper within 24-hours and file a damage report claim with them. Once delievery has been accepted/recieved it is your responsibility to file a claim with the shipper. When possible take pictures of the damage and be sure to retain all packing materials.
Then, email us at info@UrbanGardenCenter.com and let us know so we can expedite getting a replacement to you. When you email us, be sure to include your shippers damage report number as without their damage report number we may not be much help in working with the shipper.
WARRANTY CLAIMS
Product warranties are provided by the manufacture of the product and can vary a great deal. Sometimes manufactures can add new models and discontinue products without warning. Warranty and service claims must be made directly with the manufacture or the service provider(s) authorized by the manufacture. Most manufactures provide warranty information that comes with their product.
Urban Garden Center provides a warranty on products we manufacture. For example we provide a 10-year warranty on the Urban Compost Tumbler 9 (UCT-9). Our warranties are provided to the original purchaser (or person shipped to) and include any defect in materials or workmanship. To request warranty service, please call toll free 866-923-1992 or email us at info@UrbanGardenCenter.com. In your e-mail be sure to include the same information you used when originally buying the product and note any changes since date of purchase (e.g. address change).
SUGGESTIONS / RECOMMENDATIONS
Our only business is providing our customers with products they value and the service they expect. If you have product suggestions, recommendations on improving our service or this web site, please don't hesitate in contacting us. Email us at info@UrbanGardenCenter.com