Our Policies
Return/Refund Policy
We accept returns. You can return unopened full boxes within 30 days of your purchase with receipt or proof of purchase. If 30 days or more have passed since your purchase, we cannot offer you a refund or an exchange. There will be a 20% restocking charge to all returned orders.
Upon receipt of the returned item, we will fully examine it and notify you, within a reasonable period of time, whether you are entitled to a return. If you are entitled to a return, we will refund your purchase price and a credit will automatically be applied to your original method of payment.
Only regular priced items may be refunded. Sale items are non-refundable. Some items are non-refundable and non-exchangeable. These include: sealers, adhesives, grouts, end lots, natural stone, and mosaics.
Refunds do not include any shipping and handling charges shown on the packaging slip or invoice. Shipping charges for all returns must be prepaid and insured by you. You are responsible for any loss or damage to hardware during shipment. We do not guarantee that we will receive your returned item. Shipping and handling charges are not refundable. Any amounts refunded will not include the cost of shipping.
To follow-up on the status of your return, please contact us at 416-916-3601 or info@urbanzebra.ca.
Shipping Policy
All orders are subject to product availability. If an item is not in stock at the time you place your order, we will notify you and refund you the total amount of your order, using the original method of payment. Items offered on our website are available for pickup and delivery. for delivery to addresses in the Greater Toronto Area.Any shipments outside of the GTA are not available at this time.
An estimated delivery time will be provided to you once your order is placed. Delivery times are estimates and commence from the date of shipping, rather than the date of order. Delivery times are to be used as a guide only and are subject to the acceptance and approval of your order.
Urban Zebra expects customer’s premise to be unobstructed and free of any barriers in order to facilitate a safe and successful delivery. In the event where any one (1) or more of the following conditions/limitations are present, but are not limited to:
- The driveway or route to the garage/driveway is obstructed by any means, making it either unsafe (eg. mud, snow, ice) or,
- Situations where vehicles, garbage bins, scaffolds or other objects pose a challenge to off load material or,
- Steeply sloped driveways will inhibit our truck from dropping off the packaged material
- Unpaved tarmac will prevent the ability to move material with our pump truck or other means into the garage or driveway
- There are obstruction preventing our truck from backing up within 3 ft of the garage entrance
OUR CREW WILL BE RESTRICTED TO DELIVERING THE MATERIAL/PRODUCTS ON PROPERTY OR NEAREST CURBSIDE SHOULD ANY OF THE ABOVE NOTED LIMITATIONS BE ENCOUNTERED
If we are not able to proceed with the delivery of material/products as a result of Urban Zebra not being informed of one, or more of these conditions, full delivery charges will apply for subsequent delivery attempts. It will be the customer’s responsibility to ensure the property is clear and unobstructed of all obstacles, and to re-schedule a new delivery time, based on Urban Zebra delivery schedule. Customer pick up from the Urban Zebra Warehouse on 26 Dufflaw Road in Toronto can also be arranged. Under no circumstances will any material/products pertaining to the attached invoice be cancelled on the same delivery date due to customers not agreeing with the delivery policy.
If there is any damage to the packaging on delivery, contact us immediately at 416-916-3601. If you have any questions about the delivery and shipment or your order, please contact us at 416-916-3601 or info@urbanzebra.ca.
DISCLAIMER: All tile photos on this website are for general reference. Variations in shade, texture, colour and dimension may occur. For more accuracy, please visit our showroom in person.
