We are an Internet based/orientated company so the most effective way to contact is either by eMail or FAX.
eMail: info@UrbanGardenCenter.com
FAX: 866-552-8906 (toll free)
We try to be available by phone at 541-923-1992, Mon-Thur, 8am-3pm PST but may be on the line with another customer, are answering eMail and FAX messages, or have stepped out to the warehouse when you call. If so, your call is important to us so please leave a message and we will get back to you first chance we get. Please understand that eMail and FAX messages do get priority.
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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. Note that shipping charges deducted for returns or a refused shipment are at actual/true shipping costs.
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 email us at info@UrbanGardenCenter.com and ask for return instructions. We do not accept C.O.D. returns.
SHIPPING
Except by special arrangement, 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.
Note: for orders outside the lower-48 states, payment by cashiers check, money order, or EFT covering the price of both the product plus shipping is required before products are released. Credit cards and PayPal can not be used.
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 email us with your address and ask 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.
For product we manufacture, the Urban Garden Center’s (UGC) limited warranty covers defects in workmanship and materials under normal use for the period specified for a given product (e.g. UCT-9 is 10 years, UCT-7 is 5 years, etc..). Damage resulting from improper use or care is not covered. It is important to read and follow product information and guides that come with the product. To reduce waste, UGC warranties require repair whenever reasonable rather than discarding of parts or products. The buyer/customer is responsible for assembly, installation of parts, and performing repairs as instructed. When under warranty, replacement products, parts, and/or repair materials are shipped to customers free of charge only to the 48-States in the Continental United States. Outside the 48-States the customer pays for shipping. To request warranty service, please email us at info@UrbanGardenCenter.com. In your email be sure to include the original name and address when the product was purchased and your current address with contact information.
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