Customer Service

Thank you for your business! Urban Fidelity strives to provide you with great customer service. Please feel free to contact us (customerservice@urbanfidelity.com) for any reason and see the Frequently Asked Questions (FAQ's) below for answers to commonly asked questions.

What are my Payment Options?

Urban Fidelity currently accepts VISA, MASTER CARD, DISCOVER and AMERICAN EXPRESS credit cards. You can safely enter your credit card number via our secure server, which encrypts all submitted information via SSL.

Will I be taxed?

Urban Fidelity is required by law to charge sales tax on orders SHIPPED TO Massachusetts state addresses, which is calculated and itemized during the online ordering process. No sales tax will be applied to orders shipped to addresses in other states.

Site Security

Urban Fidelity utilizes the latest technology for shopping and e-commerce security. This site has security measures in place to protect the loss, misuse and alteration of the information under our control. All orders are transmitted over secure Internet connections using SSL (Secure Sockets Layer) encryption technology. All of your personal information including your credit card information and sign-in password are stored in encrypted format at all times. This website, and more importantly all user information, is further protected by a multi-layer firewall based security system. Visa, Mastercard, Discover, American Express and Paypal/Verisign also take significant security measures to protect your information. To ensure that your connection is secure, look at the lower left-hand corner of your browser window after accessing the server. If you see an unbroken key or a closed lock (depending on your browser), then SSL is active and the server is secure. You can also double-check by looking at the web address (URL) window of your browser. When accessing a secure server, the first characters of the site address will change from "http" to "https."

How long will it take for my order to ship?

Upon approval and verification of credit card information, orders will be processed for shipment. Inconsistent data and billing information may delay your order. Certain orders may require special processing due to limited quantities on particular items. Urban Fidelity will notify customers who have placed orders for these "out of stock" items. On average, most items are shipped within 1 week. However, as Urban Fidelity products are hand made and highly sought-after, delays in orders may be up to 10 weeks. Custom orders also have individual lead times. Each product should specify the shipping time estimation. We provide you a specific estimate of the lead time for any of the products on our site, directly on each product page. Please contact Urban Fidelity Support for any shipping inquiries.

How and where do you ship?

Urban Fidelity shipments to the 48 contiguous states will be made via UPS Ground or by common carrier depending on the overall weight of your order. The shipping costs are calculated for you during the checkout process. We cannot deliver to P.O. Boxes. You must provide a street address. Unless otherwise specified, Urban Fidelity does not provide installation, assembly or physical delivery of equipment into residences or businesses. Installation, assembly or physical delivery of equipment into residences or businesses may be available through the shipping company. Any costs for installation, assembly or physical delivery of furniture into residences or businesses are the responsibility of the purchaser and not Urban Fidelity, unless otherwise specified. Some Urban Fidelity products requires some assembly.

For larger items, please specify any special delivery instructions on in the "Special Notes" area during checkout. Let us know about narrow streets, staircases in apartment buildings, etc. Some delivery companies may charge more if there are abnormal shipping/delivery circumstances. If you have any concerns, please contact Urban Fidelity Support.

For shipping outside the 48 contiguous states, please contact Urban Fidelity Support.

Are your shipments insured against damage?

Yes. Every shipment is insured against damage and we request that you carefully inspect your merchandise upon receipt and notify us immediately if you notice any damage due to transit. To successfully expedite any damage claim, you must keep the original packing material that the item(s) arrived in and print the words, "Damaged Upon Arrival" next to where you sign for the merchandise. Digital or traditional photographs can also be very helpful tools in assisting us to expedite a damage claim.

Are your products covered by warranty?

Every product is covered by its respective manufacturer's warranty.

Does my computer show the exact product colors?

No computer monitor can show the exact colors in a real world environment. Additionally, fluorescent, incandescent and daylight can affect the way the product will appear.

What if I am not completely satisfied with my purchase?

We want you to be happy with your new product! Customer satisfaction is very important to us so we extend a generous return policy to accommodate your returns as best we can.

For most items*, if you are unsatisfied with your purchase for any reason, Urban Fidelity will be happy to process a return for you without any restocking fees. Before returning an item, please contact Urban Fidelity Support to obtain return instructions. Items must be unused and unassembled, in their original condition, and in their original packaging, complete with all tags, instructions, and insert. Unless otherwise specified by Urban Fidelity, all returns should be shipped directly back to the manufacturer who shipped it to you (there should be a return address on the packaging), using the same method it was shipped (UPS, Freight, White Glove, etc.). If you are uncertain about any of these details, please email Urban Fidelity Support. (*Exceptions are products that are custom made, which are boldly denoted on the individual product pages)

The return must be post-marked within 7 days of receiving the item. If the return is not due to damaged merchandise, you will be responsible for the shipping cost back to Urban Fidelity (or the manufacturer).

Credit card orders will receive refunds in the form of a credit. Orders paid by check will receive a check.

Please be aware that high performance electronics are highly susceptible to damage during transit. We take great care to pack shipments so that they will arrive safely. You may have to provide supplementary packing materials if the outer carton has been worn during the original trip out to you. If you are returning the item, please ship with a carrier that provides tracking numbers and request insurance to ensure safe return.

Be sure to inspect all packages for damage before signing for the package. If damage is visible, reject the shipment, be sure the driver notes the damage and contact Urban Fidelity Support as soon as possible. We will file a damage claim with the shipper and ship a replacement as soon as possible.

If the item(s) sent was incorrect, or defective, please contact customer service by phone or email. Please do not send back these items prior to contacting Urban Fidelity Support. Our manufacturers must receive goods in new condition to fully credit you for the return or exchange. Our manufacturers cannot accept collect deliveries (COD's).

Don't hesitate to contact us (customerservice@urbanfidelity.com) if you have any questions.

The Urban Fidelity Team