Shipping Policy

Effective date: 2025-10-04 • Based in: Montréal, Québec, Canada

1) Scope

URBAUX operates right now 100% with third-party Fulfillment Partners. All shipping times and rates depend on supplier availability, carrier capacity, and destination. No local pickup.

2) Order Processing

  • Handling time: 24–72 business hours (Mon–Fri, ET) after payment confirmation.

  • Orders placed after 12:00 ET on Fridays, weekends, or Québec/Canada holidays are processed the next business day.

  • Pre-orders/backorders are clearly indicated at checkout.

3) Ship-From & Split Shipments

  • Orders may ship from Canada, the United States, the European Union, or Asia—we select the optimal origin.

  • One order may be split into multiple packages, each with its own tracking number.

4) Delivery Estimates (business days, non-guaranteed)

  • Canada: Standard 7–15 / Expedited 5–10

  • United States: 7–15.

  • International: 10–20.

  • Remote/rural addresses: add +3–7 days. Weather, customs, peak seasons, and strikes can extend timelines.

5) Rates, Taxes, Duties & Brokerage

  • Shipping rates are shown at checkout; select items may include free shipping.

  • Canada: GST/HST/QST charged when applicable.

  • Cross-border shipments may incur duties, VAT, and brokerage fees payable by the recipient on delivery unless a product is explicitly sold DDP (duties paid).

6) Address Accuracy & Order Changes

  • Customers must provide a complete and accurate delivery address.

  • Edits/cancellations: accepted within 2 hours of placing the order if the order has not entered “processing” or “shipped.”

  • P.O. Boxes only if supported by the selected carrier (e.g., Canada Post). Some carriers require a physical address.

7) Tracking

  • A tracking number is emailed once a package ships. Split orders receive one tracking per package.

8) “Delivered” but Not Received

If tracking shows Delivered but the package isn’t found:

  1. Check mailbox, building reception, neighbors, and safe-drop areas.

  2. Allow 24 hours for carrier scan updates.

  3. Contact urbaux01@gmail.com within 7 calendar days with your order number and a tracking screenshot.
    URBAUX will open a carrier investigation (typically 7–15 business days). Resolution may be a replacement or store credit. Claims are not covered for incorrect addresses or post-delivery theft.

9) Damaged, Defective, or Wrong Items

Report within 7 calendar days of delivery to urbaux01@gmail.com with clear photos of the packaging and item(s). Upon verification, URBAUX will arrange a replacement or store credit at no cost.

10) Undeliverable / Refused / Customs Unpaid

Packages returned due to refusal, repeated absence, unpaid customs, or invalid address:

  • Re-ship: available upon payment of new shipping charges.

  • Refund (if eligible): original and return shipping plus carrier return fees are deducted.

11) Force Majeure

URBAUX is not liable for delays or non-performance caused by events beyond reasonable control, including extreme weather, natural disasters, public health events, labor disputes, governmental actions, customs inspections, or carrier network disruptions.

12) Support

Email: urbaux01@gmail.com
Hours: Mon–Fri, 9:00–17:00 ET
Target reply time: 24–48 business hours.