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  • Frequently Asked Questions
 

Frequently Asked Questions

Why Shop with My Urban Child?

Here are four of the main reasons we are confident you will become a lifelong shopper at My Urban Child:

  • Selection - We have one of the largest selection of products in the largest variety of categories on the web. In addition to being among one of the largest retailers of children’s home furniture online, did you know that we also offer everything from baby bedding to playground sets to designer playroom furniture? And it's easy to find exactly what you want among our hundreds of choices with only a few quick clicks. Can't find what you want? Call or email us.

     

  • Low Prices - We scour the web to make sure our prices are the lowest anywhere. If you see an item for less, email us. We can get you a better deal almost every time. We are proud to help you save money on the products you want. See our low price guarantee for more information.

     

  • Service - Whether you are thinking about buying, or you have already made a purchase, our knowledgeable sales and service staff is only a phone call or email away. We're here to serve your needs. Give us a call! You'll almost never wait on hold! Our team is available from Mon-Fri 8am-Midnight, Sat and Sun 9am-9pm EST to get you the answers you need.

     

  • Quality - We sell merchandise from the top manufacturers in the world, from the European modern furniture designer, Quinze and Milan to lighting by Offi & Co to Spot on Square modern children's bedroom furniture. We stand behind the quality of the products we sell.

How do I place an order?

We want you to feel as secure buying through My Urban Child as possible, therefore we offer a few different ways to place an order:

 

  • Order online! - When you place an order through our website you will find it safe, easy, and fast. You can make changes and review what you have entered nearly every step of the way. Available 24 hours a day.
  • Call us! - Our sales and service team is ready to place your order over the phone. Our staff does not work on commission, so you will never be pressured. You can reach us at (888) 272-9820, Mon-Fri 8am-Midnight, Sat and Sun 9am-9pm EST.

If you would like additional assistance placing an order, please contact a Customer Service Team Member by email or by live chat (accessible by the 'live support' button on the home page) or by calling (888) 272-9820.

Why are products removed from my shopping cart?

A product can be removed from a customer's shopping cart if it was saved in the cart during a previous session and there was a significant delay in completing the order. In this case, the products may be automatically removed from the cart in the next session.

 

How do I pay for my order?

For your convenience, we accept all major credit cards (American Express, VISA, MasterCard or Discover). For our customer's convenience, we also offer payment through your paypal account.

 

Is my credit card secure?

The importance of security for all personally identifiable information associated with our customers is of utmost concern to us. We take great care in providing secure transmission of your information from your computer to our servers. For instance, when credit card information is transmitted, we use the industry standard SSL (secure socket layer) encryption. SSL encryption is a method by which information is encrypted while being transmitted over the Internet. While no method is completely impenetrable, SSL is the state-of-the-art encryption technology used in e-commerce today. Unfortunately, no data transmission over the Internet can be guaranteed to be 100% secure.

 

What is your privacy policy?

My Urban Child, a subsidiary of My Shack, Inc. wants to provide a safe and secure environment for your shopping experience. It is very important that we maintain the privacy of your personal information. Click here for our complete Privacy Policy.

What is the Return and Exchange Policy?

 

Is the item you received not what you expected? Did it not fit as well as you hoped in your space or match your décor? Whatever the reason, we will assist you in resolving the issue with the highest level of customer service. (Note: If your item was damaged or defective, see our Damage Policy section below.) We are proud to offer one of the best return policies in the online business. Most products can be returned within 30 days of receipt for an exchange or a refund of the purchase price excluding our shipping and handling costs (and sometimes restocking fees depending on the manufacturer). Some of our products are offered with free shipping, so please be aware that if you return one of these products our actual outbound shipping costs can still be deducted from your return refund. If a product arrives damaged, or we made an error, and it cannot be remedied with replacement parts we will pay to return the item to us and send a replacement to you.

Please keep in mind that once an order has shipped, it cannot be cancelled. If you refuse an order, it will then fall under our standard return policy. You may return most purchases within 30 days of receipt. Please note: certain items are not returnable such as custom made products and furniture (product pages will offer information in this regard).

To return an item using our Standard Return Policy:

  • Please email service@myurbanchild.com and include your original order number, what product(s) you are returning, and your name. Or call us at (888) 272-9820. After processing your request, we will email you an RMA number and a return shipping address.
  • Wrap the package carefully. All returned products must be in original condition and packaging; otherwise, additional charges may be applied.
  • Return the product using your preferred shipping method to the address you are provided. This may be our main office or to a distribution center.
  • Save your return tracking number, and if possible, email it to us so that we can track the return. It is important that you save the tracking number and that you insure the return package in case there are any issues during transit.
  • Please Note: Unless the return or exchange is due to an error on our part, we cannot always refund shipping and handling. We will issue a credit to the credit card used for the original purchase.

All returned products must be in original condition and packaging; otherwise, additional charges may be applied. Unfortunately, we cannot take returns of products that have been assembled or modified. Additionally, certain products cannot be returned because neither we nor our suppliers can take them back. If you have any questions about whether a product can be returned, please call us.

What If My Order Arrives Damaged?

Our products are well-packaged to withstand damage during shipping. We double-box many items, and refuse to carry products that are easily damaged during shipping. If an item looks damaged or parts are missing, please notify us. We will make every effort to help you obtain the necessary replacements as quickly as possible at no extra cost to you. If your order is shipping by Truck Freight, or White Glove, please note the important instructions below.

If Shipped via Truck Freight or White Glove

  • Even if the package appears only slightly damaged, write "Package Damaged" when you sign for delivery. This is VERY important. If the package looks significantly damaged, you may refuse delivery of the package. The damaged package will be returned to us and we will send you a new one. If you refuse delivery, please notify us so that we can expect the return shipment.
  • If you have already accepted the package and find that parts are missing or damaged, please contact us right away and we will ship you the replacement parts free of charge. Speed matters since most carriers only let us file freight claims within 48 hours of delivery. If we cannot replace the parts, we will have the carrier pick up the package and we will send you a replacement. All returned products should be in the original packaging.

Our goal is to make buying online easy, safe and efficient. If your item is problematic due to a manufacturer's defect, we can either replace the defective part, or if necessary, the entire unit. We stand behind our products and maintain great relationships with the manufacturers who produce them. If you are having an issue, please contact us and we will make every effort to resolve it.

What is the Shipping Policy?

We will ship your order using the fastest, safest, and most reliable method possible. Therefore, we have established strong relationships with some of the best delivery companies nationwide. Every product on our site has been carefully selected to ship by a particular shipping method in order to provide you with an optimal delivery experience. When your order ships, we will notify you via email. Included in your email will be a link to access to the tracking number for your shipment. We encourage you to track your package online or on the phone with the carrier. Most companies can provide an estimated delivery date. Be sure to contact us if anything seems unusual with the progress of the shipment. We have four methods of shipment available: Small Parcel, Truck Freight - Back of Truck, Truck Freight - Threshold, and White Glove services when available.

We have partnered with Bongo International Parcel and Mail Forwarding to service international customers. Please visit their site to obtain a US address to designate in the "Ship To" portion of the check out process and we will process the order immediately. Our Free Shipping policy is applied to this US address prior to forwarding to your location by Bongo International (with the standard free shipping exceptions applied).

We ship internationally with Bongo International Parcel

 

Small Parcel: Whenever possible we will ship smaller, lighter items via UPS, FEDEX, DHL or USPS. These companies provide the fastest and most reliable method of shipping available for many items we sell. Depending on how close you are to the shipping warehouse, your item will arrive between 1 and 6 business days (1 to 10 business days for USPS) after it leaves the warehouse.

We do not require an adult signature for deliveries, but please note that the decision to leave your package without a signature is at the discretion of the delivery person. If you want an item left at your doorstep, the best thing to do is leave a note on your door asking the driver to leave your package with "No Signature Required." Be sure to include your name and tracking number on the note.

Truck Freight - Back of Truck: Many items we sell are too large or too heavy to ship using a Small Parcel carrier. Therefore, our best option is to ship it to you using a common carrier. Truck freight is different than standard UPS, FedEx or US Mail in that you will be responsible for carrying the product from the back of the truck into your house (or wherever it's going). Truck Freight also differs from Small Parcel in that, for residential deliveries, you will be contacted by the shipping carrier to schedule a delivery appointment. Most companies offer appointment windows (usually 2-4 hours) between 8:00 am and 5:00 pm, Monday through Friday. The most important thing to remember about truck freight is that you must inspect the package at the time of delivery. If the box has any damage, or if there is any reason for you to be at all concerned about damage, please write "PRODUCT DAMAGED" clearly on the sheet that they ask you to sign. This simply insures that if there is any damage, it will be easy to take care of the problem. If you are ordering a very large item, please keep in mind that you may need a couple of people to help unload it. Alternatively, most truck freight companies offer additional services to help you move items from the truck into your house. Once we email you the tracking information you can contact the shipper directly to inquire about additional services. You would be responsible for directly paying the truck freight carrier for any additional services.

Truck Freight Threshold: This method is just like "Truck Freight - Back of Truck" (see above), only the truck freight company will deliver your order to the threshold if yours is a residential delivery (this means to your garage or front door), or to the loading dock if yours is a commercial delivery. Unfortunately, they are not authorized to perform any assembly services nor can they put it in the room of your choice. Once we email you the tracking information you can contact the shipper directly to arrange for any additional services that you would like. You will be responsible for directly paying the truck freight carrier for these additional services.

When Will My Order Arrive?

Every product on our site has an estimated Lead Time - the number of business days it takes for an item to be processed and prepared for shipment at the warehouse. To provide you with the greatest selection on the internet, we ship from warehouses all over the country. Each lead time varies based on many different factors. Some warehouses stock items that can be shipped the same day or within 24 hours. Others items require a longer time (e.g. 2-4 weeks). Each product page on our site includes the estimated Lead Time, "Usually ships in ________ ," to give you an idea how quickly your order will leave the warehouse.

For Small Parcel shipments, delivery usually takes between 1 and 6 business days (except for USPS which ships in 1-10 business days) after your order is picked up from the warehouse. For expedited services such as 3-day, 2nd Day or Next Day Air, your order's travel time is locked in to the given speed you select after the item leaves the warehouse. You should remember that the estimated Lead Time still applies before the item ships out. Be sure to consult the product's Lead Time before you order with expedited shipping, and call us if you have any questions or concerns.

For Truck Freight shipments, delivery usually takes between 3 and 10 days from when your order ships. For residential deliveries, you will be contacted for an appointment as soon as your order arrives at the local terminal. For commercial deliveries, no appointment will be made. If you need to make one, please contact us.

For White Glove shipments, delivery usually takes between 1 and 4 weeks from the time the items leave the warehouse. Your order will travel through a nationwide network of professional moving companies who will handle your item(s) with the utmost care. You will be contacted for a delivery appointment when your order reaches the delivery agent. Although the items are handled carefully throughout transit, we require that our orders undergo a thorough inspection at the delivery agent before delivery. We take extra steps to make sure your item is delivered in perfect condition.

What items are included in Free Shipping?

Items marked FREE SHIPPING! on the product page will ship for free! In order to keep your costs down and our pricing simple, we either provide free shipping or, in certain cases, charge a small shipping fee per items under $90 (exceptions to this policy are below). This charge, if any, is indicated in your shopping cart and covers ground shipping within the continental United States. We won’t surprise you with any hidden charges or handling fees. The price you see in the shopping cart is the price you pay, with one exception: if you are shipping an order to Texas, we are required to charge sales tax. Please refer to the following to understand the specific shipping rates for items that are under $90:

     

  • $0 - $25 - Shipping Cost is $6.95
  • $26 - $50 - Shipping Cost is $8.95
  • $51 - $90 - Shipping Cost is $9.95
  • Shipping is Free for orders $90 and over in the continental U.S. (*please see exceptions to this policy below)

If you would like to request a shipping option not offered with a product, such as expedited service or international shipping, please contact us at customerservice@myurbanchild.com, and we will be happy to respond with the options available.

We have partnered with Bongo International to service international customers. Please visit their site to obtain a US address to designate in the "Ship To" portion of the check out process and we will process the order immediately. Our Free Shipping policy is applied to this US address prior to forwarding to your location by Bongo International (with the standard free shipping exceptions applied).

We ship internationally with Bongo International

 

The manufacturers of NurseryWorks, Maclaren's Netto Collection and TrueModern do not allow us to offer the free shipping promotion, therefore shipping would vary based on the product selected for these vendors. These are subject to change and upon notification, our site is updated accordingly. We invite you to contact us at customerservice@myurbanchild.com or toll free at 888-272-9820 at anytime that you have a question or would like verification or clarification of these policies.

Do you Ship Internationally?

We have partnered with Bongo International to service international customers. Please visit their site to obtain a US address to designate in the "Ship To" portion of the check out process and we will process the order immediately. Our Free Shipping policy is applied to this US address prior to forwarding to your location by Bongo International (with the standard free shipping exceptions applied).

We ship internationally with Bongo International Parcel

 

How Do I Cancel My Order?

If for any reason you find that you need to cancel an order, change an item in an order, or change the shipping address, please call us at (888) 272-9820. Generally we cannot cancel an order once it has shipped from the warehouse. Therefore the sooner you call the better our chance of catching the order in time. If we are unable to make the change before the order is processed and shipped, you may need to return the item. Please see our return policy for details.

Do I have to pay Sales Tax?

One of the best things about buying through My Urban Child is that we do not have to charge sales tax, with one notable exception: orders shipping to destinations in the state of Alabama will be subject to sales tax. However, My Urban Child is not responsible for individual States’ sales tax reporting laws pertaining to online purchases, so we encourage you to check your State’s regulations before you shop.

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My Urban Child, a division of SMS, LLC, 1617 Sugar Creek Drive West, Mobile, AL 36695