Shipping & Returns

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.

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 service/warranty claim processing, please send a Merchandise Return Request email to [email protected] and we will reply with return shipping instructions.
• Return shipment 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.