Returns Policy
In most cases you may return new, unopened items within 30 days of delivery for a full refund less a 20% restocking charge. We can't accept returns on items that are custom made or custom finished. If the return is a result of our error (you received an incorrect or defective item, etc.) we will happily pay the return shipping costs. Call Customer Care (800-380-4766) for details and a returned goods authorization (RGA).
You should expect to receive your refund within four weeks of shipping your package to an Urban Forge designated return shipper. However, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your credit card provider to process our refund request (5 to 10 business days). Because of the durable nature of iron, oftentimes a damaged box does not indicate a damaged product. If you receive a damaged package, ask the shipper to let you inspect the product before signing. If the product is damaged, refuse the shipment and note the damage on the bill of lading. This will help us hold the shipper accountable for handling damages, and keep costs as low as possible.
If you need to return an item, simply login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button. One of our Customer Care specialists will be in touch as soon as possible to process your information.
Promotions
Promotional discounts only apply to standard catalog items as they’re shown on the website or in store. The promotional discount does not apply to custom items. Promotional discounts cannot be combined with other promotional elements, such as free shipping, additional discounts, other sales coupons, etc. Items purchased with a promotional discount are subject to the same return policies as regularly priced items.
Shipping
Shipping rates with Urban Forge are currently dependent on your order total. Orders up to $1999 are charged a percentage of their order total. Orders for standard products above $1999 qualify for a flat $399 crating and shipping fee. Custom items do not qualify for free shipping, and shipping costs are available upon request. Shipping provided by Urban Forge should be defined as shipping using standard shipping procedures. Standard shipping for items that will have to arrive with a freight carrier only includes curbside delivery. Deliveries for these items will not include unloading, carrying into residences, or installation of the product. Items that fit the requirements to ship with ground carriers will be shipped through standard UPS or Fedex Ground delivery services. These shipments will also not include carrying into homes and installation. If you have any questions please contact Customer Care at 1-800-380-4766.
SHIPPING RATES ON OUR WEBSITE ARE ONLY FOR CUSTOMERS IN THE CONTINENTAL US, IF YOU ARE LOCATED OUTSIDE OF THE CONTINENTAL US, PLEASE CALL OUR OFFICE AT 1-800-380-4766 AND WE WILL BE HAPPY TO PROVIDE YOU WITH SHIPPING COSTS.
Lead Times
Everything we make is built-to-order. That means our production lead times will vary because they are based upon demand. We try to keep the lead times under 6 weeks but there are times when demand will push production times out to 16+ weeks. As with most manufacturing companies right now, we are currently on the longer end. If we have the items in stock we will ship within 1 week. If you have a rush order, please give us a call and will do our best to help.
Cancellations
We have over 1000 items in our portfolio with over 100,000 product options. All product is generally "made-to-order." This means we order steel, leather, glass, and wood as soon as we receive your order. If you wish to cancel an order, please notify us as soon as possible. If we can cancel prior to committing resources to raw materials for production, it will help avoid a 20% cancellation charge to cover some of the costs we incurred prior to cancellation.
California Proposition 65 warning
Please see the PROPOSITION65 page for more details about this warning label.