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 account and may revoke our expressed or implied approval for giving you credit at any time.

Ordering

What is the minimum order requirements?

Initial minimum order must be equal to $500 pre-GST payable via credit card. All subsequent orders must be a minimum of $300 pre-GST. Christmas orders are separate and must reach the relevant minimum order amount. Stock items must be ordered in minimum order quantities. 

Sale Orders and backorders

Sale orders and backorders must equal $200 pre-GST.
Sale orders are required to be paid via credit card.

Christmas stock delivery

  • Order before 9thof March  - stock will be delivered from the 24th of September to the 9th of October. Stock is guaranteed.

  • Order between 10thof March – 30th of June – Stock will be delivered from the 10th of October – 15th of October. Stock is not guaranteed but it is likely that the order will be filled in full. Normal payment terms apply.

  • Order after 1stof July – Stock will be delivered from the 15th of October. Stock is not guaranteed. Orders are packed in order date, so it is likely that an order placed at this time will not be receiving all requested stock.

  • Order before 9thof March, but request delivery date later than 9th of October – Stock will not be guaranteed. Orders with earlier delivery dates will receive priority for the stock – orders with late delivery dates will only receive what is still available at the time of packing!

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.

5% - Melbourne & Geelong

8% - Adelaide, Canberra, Sydney & Victoria

12.5% - Perth, Brisbane and South East Queensland

20% - Tasmania, WA South East & QLD Coastal

30% - Darwin, Regional WA & Regional QLD

Remote area surcharges may apply*

When will my order ship?

Orders generally ship within 2-5 business days.

Please note that during peak periods (during Gift Fair times) and for new incoming stock, your order will be placed into the packing queue in date of order. You will receive an email with confirmation of an estimate time of dispatch after your order has been placed.

How long will delivery take?

Orders ship from our warehouse in Melbourne via Direct Freight. Please allow up to seven working days for orders to arrive from date of dispatch. 

Returns

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

All claims must be emailed to info@urbanproducts.com.au and be accompanied with supporting photos within 7 days of the invoice. All goods must retain their original packaging and be returned by our nominated freight company.