was successfully added to your cart.

URBANDUO SHIPPING POLICY

 

SHIPPING GUIDE

UPS

You will be contacted by a representative when your shipment is ready to go out for delivery. This is your opportunity to schedule a time that you will be available to receive your shipment. Please allow for a bit of extra time around your scheduled delivery window as occasional unexpected delays may occur. If you miss your delivery you will be billed a re-delivery fee of up to $150.00 so please make sure that you are home to receive your shipment. You may also have the option of picking up your shipment from your local UPS freight facility.

FEDEX – US

You will be contacted by a representative when your shipment is ready to go out for delivery. This is your opportunity to schedule a time that you will be available to receive your shipment. Please allow for a bit of extra time around your scheduled delivery window as occasional unexpected delays may occur. If you miss your delivery you risk the possibility that you will not be allowed a redelivery as most FedEx freight shipments do not offer a second delivery option and your item will be returned to us. If this occurs you will be expected to pay in full for a new shipment to be facilitated. Please contact both FedEx & URBANDUO immediately if you miss your delivery.

FEDEX – CANADA

You will be not be contacted by a representative when your shipment is ready to go out for delivery *unless it is in excess of 150 lbs (68 kgs). For this reason, we ask that you track your shipment frequently to ensure that you are available to sign for it. If you need to request a specific day or make changes to your delivery address you may call FedEx customer service at 800.463.3339. Please contact FedEx immediately if you miss your delivery. You will be given one more opportunity for redelivery. If you miss your second delivery you may pick up your package at your local FedEx facility within 5 days of final delivery.

* If your delivery is over 150 lbs (68 kgs) it will be delivered via LTL freight. You will be contacted by a representative when your shipment is ready to go out for delivery. This is your opportunity to schedule a time that you will be available to receive your shipment. Please allow for a bit of extra time around your scheduled delivery window as occasional unexpected delays may occur. If you miss your delivery you risk the possibility that you will not be allowed a redelivery as most freight shipments do not offer a second delivery option. Please contact both FedEx & URBANDUO immediately if you miss your delivery. In most cases, you will have an opportunity to pick up your freight delivery from your local FedEx facility. Please note that you may be expected to pay in full for a new shipment to be facilitated if you fail to receive your delivery as specified above. 

FREIGHT SHIPMENTS

Please note that many of our items ship on a pallet or in a crate and will be delivered curbside. We include a lift gate service which means your pallet or crate will be removed from the freight truck and lowered curbside. (Some drivers may be willing to move your shipment to a garage, driveway or porch if you ask nicely and offer a tip. Please note that any extra assistance is never a guarantee and is a favor from the driver and not a service provided by the shipper.)

Please be sure to fully inspect your delivery for damages before signing for it. If damages to the packaging/crate are present then ask the driver to wait so that you can inspect the fireplace unit itself. If there are damages to the actual fireplace that you are not willing to accept then please take a few pictures of damages to both the packaging and the fireplace as well as driver related paperwork. At that time you should refuse the delivery and immediately call URBANDUO at (208) 917-2132 so that we can proceed with a claim and a replacement unit. The more information and photos that we have, the easier it is to facilitate the claim. Very rarely do we have carrier issues but we like to make sure that you are informed of the process just in case.

We advise having at least one person to help you move the pallet or crate. Sometimes it is best to remove the items from the crate or pallet one by one to make the process of transporting your products into the designated area of your home as easy as possible.

The pallet/crate can be disassembled or many customers will choose to leave it assembled and post a photo on Craigslist’s free section. There is a large population of DIY-ers chomping at the bit for these babies!

If there is a delay, we will notify you by email or phone. Freight items ordered together will sometimes arrive in the same crate/pallet.

SHIPPING TO THE 48 CONTIGUOUS STATES

URBANDUO shipments are delivered via UPS, UPS Freight, FedEx or FedEx freight. 

ALASKA, HAWAII, THE U.S. TERRITORIES & CANADA

Yes, we do offer shipping outside of the 48 contiguous states. Please note that additional shipping surcharges will apply.

EXPEDITED SHIPPING

Expedited shipping may be available on in-stock items for an additional shipping fee. Please contact highfive@urbanduo.com prior to completing any orders requiring quick ship to check on availability of expedited shipping and to receive a shipping quote.

SHIPPING TO A DIFFERENT ADDRESS

To ship an item to an address other than your billing address, check the “Ship To Different Address” checkbox in the checkout page and update the recipient information.

SHIPPING TO A P.O. BOX

We can ship some small package items to a P.O. Box. Please email your P.O. Box information to highfive@urbanduo.com prior to placing your order.

INTERNATIONAL SHIPPING

Sorry, outside of Canada we do not offer international shipping at this time.

LOCAL PICK UP

Local pick up from McCall, Idaho may be available upon request. Please contact highfive@urbanduo.com prior to placing your order to see if local pick up is an option.

LOCAL DELIVERY

We do not currently offer local delivery.

PROCESSING, SHIPPING & DELIVERY TIMING 

Please check with an URBANDUO team member to inquire about out of stock production schedules and processing/transit times as most products have unique timelines. Lead times can vary from two weeks to twelve weeks so it’s always best to inquire with a team member prior to placing an order with a strict deadline. Please email processing, shipping, and delivery timing questions to highfive@urbanduo.com as we are always happy to help!

LET'S BE SOCIAL