1. Order Processing: Most orders placed during the week are processed within 24 hours of receipt. Orders placed on Saturday or Sunday are generally processed the following Monday. Orders with overnight or express delivery are afforded expedited processing. We do not ship on major holidays and usually do not ship on weekends (excapt on Saturdays in December). Please email us regarding any questions concerning the shipment of your order.
2. Shipping Charges: Orders are generally shipped via FedEx Ground or US Postal Service. Orders of $40 or more in products are delivered to customers at no charge in the continental U.S. with Standard Delivery. For orders less than $40 that are Standard Delivery within the continental U.S., a flat-rate shipping charge applies. A separate order must be placed for each shipping address. See map for estimated delivery times.
3. Product Availability: If we cannot ship your order within two business days, we will notify you by email.
4. Tracking:> When your package ships, we will send you an email notification along with the tracking information for your shipment.
5. Order Cancellations: >Occasionally, orders or parts of an order are cancelled. Reasons for cancelled orders include item(s) not available, difficulty in processing payment information, that we cannot ship to address provided, that a duplicate order was placed, or that there was a subsequent customer request for cancellation. If your order is cancelled, we will send an e-mail notice that explains the cancellation. You will not be billed for cancelled items. If you would like to place a new order or if you have questions about a cancelled order, please email us.
6. Pricing and Descriptions: In the event a product is listed at an incorrect price, we will charge you the lower price, or if the actual price is higher, we will contact you prior to charging your credit card. Urbāna reserves the right to cancel any order placed for a product listed at an incorrect price, whether or not the order has been confirmed and whether or not the credit card has been charged. If the credit card has been charged for the purchase and the order is canceled, Urbāna will immediately issue a credit to the credit card account in the amount of the charge.
7. Order Acceptance: Urbāna reserves the right at any time after receipt of your order, without prior notice to you, to accept or decline your order for any reason or to supply less than the quantity you ordered of any item. For the Tea of the Month Club, Urbāna reserves the right to substitute out-of-stock or discontinued items with an item of similar or greater value. You will not be charged for any item until it is shipped, and you will not be charged extra shipping on backordered items.
8. Payment Methods: Urbāna accepts all major credit cards with billing addresses within the U.S. Your credit card transaction is 100% secure; all information included with your order is encrypted for privacy. For credit card orders, your billing name and address must match that of the credit card used for payment. We reserve the right to cancel any order that does not match these criteria.
9. Temporarily Out of Stock/Backordered Items:> If an item ordered is temporarily out of stock, you will be notified via e-mail and advised of the expected ship date. We ship backordered items as soon as they are available. You will not be charged for any item until it is shipped, and you will not be charged extra shipping on backordered items. If you wish to cancel your order for a backordered item, please email us.
10. Sales Tax: As required by law, Urbāna will automatically charge and withhold the applicable sales tax for orders to be delivered to addresses within the State of North Carolina. Each customer shall be solely responsible for all sales taxes, or other taxes on orders shipped to any other state. For North Carolina residents, sales tax will be assessed on the total purchase and on shipping and handling charges, as required by North Carolina law.
11. Damaged or Defective Items: In the unfortunate event that you receive a damaged or defective item, simply return it within 14 days along with the receipt and we will happily replace your item if it is available or refund your charge if not available. Please email us details before returning the item.
12. Return Policy: Since tea and honey are food items, they are not returnable. Tea accessories may be returned for refund within 21 days along with a receipt. Item(s) must be in like-new condition (unless damaged during shipping). There will be a restock fee of $5.00 for any returned item unless received in damaged or defective condition.
We do not accept returns on opened packages. Packages that are refused by the purchaser and are returned to Urbāna are subject to a 25% restocking fee, and packages that are marked returned but have been opened are subject to a 25% restocking fee. On all exchanges or returns except for damaged or defective items, purchaser is responsible for costs associated with returning item(s).
13. Customer Service: If you need assistance with your order at any time, email us or call us at 866.5.URBANA. We will respond quickly. If you prefer to place your order by phone, please call us at 866.5.URBANA.