Frequently Asked Questions

Payment

What payments do you accept?

We accept Visa, Mastercard and E-transfer. If you want to pay for cash, we can accept it but trying to avoid it.

How do refunds work?

We process your credit card as soon as we receive the product back in the warehouse (or otherwise stated). Please note, however, that your bank may take several days to process the payment back into your account. If you don't see it in your account after few days, please drop us a line at info@naturallyurban.com.  The system is pretty quick.

Ordering and delivery

Can I change my order?

Yes, we can.  Prior to the product arriving we will happily to switch whatever needs to be done.  Sometimes it's easier to just cancel and start from new though.

Where do you deliver and ship too?

We ship non-frozen items to Canada and the United States. In addition, we ship frozen products to Souther BC and possibly Calgary and Edmonton.  Outside of our local delivery area requires purchasing refundable recyclable (and reuseable) packaging, so drop us a line at info@naturallyurban.com to find more details.

How much is shipping?

Local delivery - Free ***
Southern BC - Free over $100
The rest of North America - 50% off Canada Post Rates

We locally deliver Vancouver, North Shore, Burnaby, New West and Port Moody. As well, we do a bit in Richmond and Coquitlam near the Vancouver/Burnaby border. If you live in one of the outlying areas, send us an email at info@naturallyurban so we can asses if we can make it out to you.

 

Returns

Can I return or exchange an item?

Absolutely we have a hassle-free money-back guarantee policy. We get the fact you never know if a product will work with your furbal. Simply send us an email to info@naturallyurban.com to let us know what the issues and we will sort you out.