Customer Service

Urban Garden Center (UGC) is owned and managed by Urban Composting (UC), an Internet based and orientated company so the most effective way to contact us is by eMAIL. However we do check our message phone each working day and return calls as soon as we can. We reserver the right to refuse any order.

CONTACT INFORMATION

eMail: info@Urban-Composting.com
866-431-6955 FAX
661-381-1601 MSG & Text Phone
Our mailing address is: Urban Composting, 42934 Sunny Lane, Lancaster, CA 93536

REFUNDS & RETURNS

If for ANY reason you are not absolutely happy with your Urban Compost Tumbler you can ship it back in reasonably good condition within six (6) months for your money back less only what it cost us to ship it to you. To assure prompt and proper refunding, be sure to email us first so we can expect a return and provide instructions. Products returned without our being notified first may not be refunded. Please email us at info@Urban-Composting.com and ask for return instructions. We do not accept C.O.D. returns.

SHIPPING

We ship UPS or FedEx Ground and unless special arrangements are made, we do not ship outside the United States (lower-48 states). All shipping prices that are included in our price only apply to the lower-48 states. Shipments are made via UPS ground service and typically ship within 2-3 working days from the time an order is received. When a product ships, we send an email to the customer giving them the tracking number. It typically takes an 3-5 days shipping days for delivery.

Note that when the price for a product indicates that "shipping is included or free", it means shipping to the 48-States in the Continental United States and then to standard destinations. If you are shipping to destinations outside the 48-States or to a non-standard destination, please email us with the address and ask for shipping prices.

For customer convenience, products are shipped without requiring a signature for receipt unless the customer requests the signature be required. Once the shipping company records delivery of a product it is considered delivered and the customer accepts responsibility for the product. If this is not acceptable, the customer must be sure to request a signature be required when they place their order.

UNDERSTANDING SOME SHIPPING COSTS THAT MAY APPLY
Many people do not understand some of the potential charges involved in shipping so it is important to review this. Under some circumstances additional shipping fees and shipping charges will apply. Because of high volumes and containerization used by large shippers such as UPS and FedEx, once they pickup a shipment it goes practically all the way to its destination and can rarely be truly diverted or stopped. All additional fees and shipping charges are charged back to the customer. When that is necessary the additional costs are deducted from any refunds or we may request payment using this link. Special Payment Screen Some of the fees listed below are examples and UPS/FedEx may change their charges at any time.

Refuse, Stop, Return Shipment: To Refuse, Stop, or Return a shipment once a shipment is in UPS/FedEx custody, they charge the full shipping amount to its destination plus the same amount to return it plus a return/intercept fee of $11 to $14 per box. In some cases UC may not have originally charged the customer for the full shipping charges as a purchase incentive. On refused, stopped or returned shipments, UC charges back the actual/full shipping costs we are charged by UPS/FedEx to the customer (both directions) and applicable fees. For an example, all the shipping charges and fees for a stop/return of a UCT-9 can easily add up to $150 to $250 so customers should carefully consider this before canceling an order once it has shipped.

Address Correction: If an address needs to be corrected UPS/FedEx charges $14. An address correction is a change that clarifies or corrects the current address without really making it a new address. Basically it will still be delivered out of the same local UPS/FedEx hub. If not, it is a change of address and not a correction.

Re-Route or Change of Address: A change of address is about the same as re-route. UPS/FedEx charges a $14 fee for a re-route and $14 for change of address both plus shipping. Shipping charges are to the original address plus shipping from the original address to the new address. Try to avoid re-routes and change of addresses as they can get very expensive.

DAMAGED GOODS

Be sure to inspect products carefully when you receive them as items can be damaged or lost in shipment. 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 delivery has been accepted/received it is the customers responsibility to file a claim with the shipper. When possible take pictures of the damage and be sure to retain all packing materials. If no damage and/or missing parts claim is filed with the shipper then UC must assume that everything arrived and was in acceptable condition.

After filling a damage claim with the shipper, email us at info@Urban-Composting.com and let us know so we can work the the shipper and 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

Urban Composting (UC) only warrants producted manufactured by UC. UC provides a limited 10-year warranty covering defects in workmanship and materials under normal use for the Urban Compost Tumbler 9.5. UC does not cover warranty claims for products sold by the Urban Garden Center prior to 10/15/2010 as it was under different ownership. Damage resulting from improper assembly, 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, UC 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 needed. 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@Urban-Composting.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.

UCT DETAIL SHIPPING INFORMATION

FRIEGHT CLASS 250, NAICS 423820, HS-CODE 392690

Urban Compost Tumbler 9.5 (UCT-9)
Ships from 13245 Los Angeles St., Baldwin Park, CA 91706. The shipping information below may vary some. Measurements are in inches.

One unit (composter) ships in two boxes with the following measurements:
28L x 27W x 24H weighs 40 lbs - BARREL BOX
34L x 11W x 26H weighs 38 lbs - STAND BOX

A single pallet can hold three (3) complete units. 48L x 40W x 84H weighing 260 lbs

Shipping on pallets works best in units of 12 composters as 12 barrels will fit on one pallet and 12 stands on another. Customers are encouraged to use their own shippers. The following dimensions (in inches) and weights may vary:

1 pallet 54L x 48W x 90H weights 500 lbs (12 barrel boxes)
1 pallet 52L x 36W x 68H weights 480 lbs (12 stand boxes)

A 48 foot dry van truck holds 120 units weighing 9,800 lbs (20 pallets)
A 53 foot dry van truck holds 132 units weighing 10,180 lbs (22 pallets)
A 20 foot STD dry container holds 48 units weighing 3,920 lbs (8 pallets)
A 40 foot STD dry container holds 96 units weighing 7,840 lbs(16 pallets)

Urban Compost Tumbler 7.3 (UCT-7W)- with Pressure Treated Wood Stand
Ships from 180 Dove Hill Road, Moore SC 29369. The shipping information below may vary some. Measurements are in inches.

One unit (composter) ships as a barrel with the stand inside with the following measurements: 23L x 23W x 38H weights 35 lbs

Up to 8 units will fit on one pallet 48L x 48W x 84H weights 300 lbs
A 48 foot dry van truck holds 176 units weighing 6,000 lbs (20 pallets)
A 53 foot dry van truck holds 208 units weighing 7,800 lbs (26 pallets)
A 20 foot STD dry container holds 80 units weighing 2,800 lbs (not on pallets)
A 40 foot STD dry container holds 176 units weighing 6,100 lbs (not on pallets)

Urban Compost Tumbler 7.3 (UCT-7T)- with recycled plastic Trex Stand
Ships from 180 Dove Hill Road, Moore SC 29369. The shipping information below may vary some. Measurements are in inches.

One unit (composter) ships as a barrel with the stand inside with the following measurements: 23L x 23W x 38H weights 49 lbs

Up to 8 units will fit on one pallet 48L x 48W x 84H weights 420 lbs
A 48 foot dry van truck holds 176 units weighing 8,400 lbs (20 pallets)
A 53 foot dry van truck holds 208 units weighing 10,920 lbs (26 pallets)
A 20 foot STD dry container holds 80 units weighing 3,9200 lbs (not on pallets)
A 40 foot STD dry container holds 176 units weighing 8,624 lbs (not on pallets)

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@Urban-Composting.com