FAQ

General

Do you have a showroom I can visit?

We do not have a showroom at this point in time. Our products can be viewed on the website, alternatively, you can view our range in person at the various trade fairs.

Account

How do I get put on an account?

Customers who have previously ordered from Urban Products and completed an Account Application form may be eligible to go on to an account. Urban Products retains sole discretion as to who is eligible to go on an account and may revoke our expressed or implied approval for giving you credit at any time.

Ordering

What is the minimum order requirements?

All orders must be a minimum of $400 pre GST payable via credit card.
Christmas orders are separate and must reach the relevant minimum order amount. Stock items must be ordered in minimum order quantities.

Shipping

How much will freight cost?

Freight charges are based on a percentage of your pre-GST order subtotal. Please note that for sale items, the freight will be 1.5 times the percentage quoted below.

7% - Auckland
10% - North Island
12% - South Island

When will my order ship?

Dispatch times will vary to New Zealand and will depend on the amount  of orders that we have. We try and do a shipment every 2 weeks. When your order is placed you will receive a confirmation email with shipment details.

 

Christmas orders are dispatched at the beginning of October.

How long will delivery take?

Orders ship from our warehouse in Melbourne via Mainfreight and New Zealand Couriers. Please allow up to ten working days for orders to arrive from date of dispatch email. 

Please note that during peak periods shipping periods may be delayed by 1-4 weeks due to high order volumes.

Returns

I have a faulty item or received the incorrect item. How can I return it?

All claim must be made within 10 days of the date of delivery and must quote the invoice number. All goods must retain their original packaging and be returned by our nominated freight company. The customer is deemed to have accepted each order unless written notice of any shortage, defect or other reason for non-acceptance is given within 10 days of the date of delivery. Liability in such circumstances is limited where appropriate to the replacement of missing or defective products or the refund of the appropriate portion of the purchase price at the option of Urban Products.

No warranties, representations or guarantees are given, made or implied in respect of the products except as may be required or implied by law.