General Terms & Conditions

Our Customer Service Guarantee

• We stand behind the products we sell.
• If you are not completely satisfied with your purchase, return your unused items, with original packaging and tags attached, within 14 days of receiving your purchase, along with your receipt, for a full refund.
• We make warranty coverage easy for you. Simply return items to us & we will help you process prompt warranty evaluation and repair. We will also take care of arrangements for you, should an exchange be required.
• If you would like to return an item to us for repair, refund or exchange, simply bring the merchandise, along with proof or purchase, into our Mapleview Store location. Or, see Merchandise Returns below for full return & shipping instructions.
• Any refund will include the original purchase price of the merchandise and applicable taxes. Refunds will not include any original shipping charges. Refund credit will appear on your statement after URBAN TRAVELLER has received and processed your returned item(s).

How to Place an Order

• We would like to make placing an order as simple as possible for you.
• You can see our featured items and shop online or visit the URBAN TRAVELLER store at the Mapleview Shopping Centre in Burlington, to shop in person, and talk to our knowledgeable staff about the features and benefits of all our in-store items.

Free Local Delivery (vs. Free In-Store Pick-up)

• To reduce the risk from physical contact from In-Store Pick-up (due to the COVID-19 pandemic), we are now offering FREE LOCAL DELIVERY to your home.
• If you are WITHIN 25 KMS of the Urban Traveller Mapleview Centre location, we will safely deliver your order to your home at NO CHARGE.
• Please see the Free Local Delivery Map for an outline of our 25km free local delivery zone.
• Our staff will observe increased precautions (including surface sanitation & physical distancing) to ensure your order is safely delivered while protecting you and our delivery personnel from the risk of transmission.

Shipping

• We can arrange for convenient shipping anywhere in Canada.
• We offer FREE SHIPPING for all purchases of $100 CDN or more.
• Nominal freight charges will apply to purchases under $100 CDN.
• Your shipment of all in-stock items will be posted via standard ground freight within 1 business day.
• We do not currently ship to P.O. boxes or to any countries outside of Canada.

Privacy & Security

• At URBAN TRAVELLER, we respect your privacy and treat your personal information with the highest level of discretion and confidentiality.
• Information you provide will be collected and used only to provide you with exceptional customer service and to fulfill your purchase orders.
• We will not share any of your personally identifiable information (such as your
   name, phone number, billing information, shipping information or other information collected in the forms on our site) with any third party not involved in bringing the product to you (ie. the manufacturers or postal/shipping service). URBAN TRAVELLER will only disclose this information when legally required to do so, at the request of governmental authorities conducting an investigation, to verify or enforce compliance with the policies governing our web site and applicable laws, or to protect against misuse or unauthorized use of our web site.

Merchandise Returns

• If you would like to return your merchandise to us by mail or courier, for refund (of unused merchandise, in original condition, within 14 days of receipt), or warranty/service claim processing, please send a Merchandise Return Request email to [email protected] and we will reply with return shipping instructions.
• Any refund will include the original purchase price of the merchandise and applicable taxes (excluding original shipping charges). Refund credit will appear on your statement after URBAN TRAVELLER has received and processed your returned item(s).
• Your Merchandise Return request will require the following information:
• Your First and Last Name
• Full Mailing Address including Postal Code
• Telephone Number
• Original Transaction #
• Date of Purchase
• Item(s) being returned
• Reason for Return
• Email Address