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 or exchange.
• 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 3235 Fairview Street location. Or, see Merchandise Returns below for full return & shipping instructions. Return shipments are at the buyer's expense.
• 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).
• In the event that an order cannot be fulfilled due to product inavailability or an error on our site (such as a posted price keyed in error to below intended price), your transaction will be promptly cancelled and fully refunded.

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 3235 Fairview Street in Burlington, to shop in person, and talk to our knowledgeable staff about the features and benefits of all our in-store items.

Free In-Store or Curb-side Pick-up (by appointment):

• If you are in the Burlington, Ontario area, you can choose Free In-Store Pick-up at our 3235 Fairview Street location.
• At Check-out, you can select Free In-Store Pick-up and pick-up your order in person at any time during regular store hours, or you can use the link to book a convenient pick-up appointment time.  At your scheduled appointment, you can pick-up your order at the check-out counter in the store, or receive Curb-side Pick-up by parking directly in front of the Fairview store location. Call the store at 905-631-1144 to notify staff of your parking location.  You will be asked to show photo ID matching the name and address you provided with your order.  For contactless curbside delivery, please have your car trunk open, to allow staff to safely provide contactless delivery of your purchase.
• Please note that our staff abide by health authority recommendations & precautions to prevent the spread of Covid-19 (including wearing of appropriate face covering if requested, surface & hand sanitation & maintaining physical distancing while serving customers).  As of the Mar 21/22 Ontario Government and City of Burlington mask mandate repeals, customers are no longer required to wear face coverings in the store.

Shipping

• We can arrange for convenient shipping anywhere in Canada.
• We offer Free Shipping for all purchases of $100 CAD or more to all provinces (excluding Newfoundland / Labrador & the Canadian Territories) & a flat fee for shipping to NL & Canadian Territories (NL, NVT, NWT & YT).
• Nominal freight charges will apply to purchases under the Free Shipping cart total before taxes. (Freight charges are non-refundable once order has been shipped.)
• Your shipment of all in-stock items will be posted via standard ground freight within 1 business day.
• Expedited Shipping is also available for an additional charge.  Expedited orders received by 12:00 pm EST weekdays will be shipped out same day by courier or Canada Post Expedited Parcel.
• We do not currently ship by courier to P.O. boxes, nor do we ship 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.
• Return shipping will be at the Buyer's expense. Any refund will include the original purchase price of the merchandise and applicable taxes (excluding original shipping/freight 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
• As a precaution to reduce the risk of disease transmission, there can be no returns or exchanges on personal care items, PPE, items that are worn against the skin or that cannot be sanitized.
• In the event that an order cannot be fulfilled due to product inavailability or an error on our site (such as a posted price keyed in error to below intended price), your transaction will be promptly cancelled and fully refunded.