Frequently Asked Questions
ORDERING
As a wholesaler, Urbia sells only to resellers, including retailers and members of the interior design trade. Please click here to be considered for an account.
If you are not to the trade, you can find and purchase Urbia product through a retail partner, click here.
RETAILERS
Retailers with a verifiable bricks and mortar location who have a valid Taxpayer Identification Number (TIN) are eligible for Urbia’s Wholesale base price level with no minimum order requirements. Retailers who stock inventory with an opening order of $6,000 are eligible for our Stocking price level. Once your opening order has been shipped, you are an active account with no re-order minimum. In order to maintain the preferred Stocking price level, active accounts must order at least $25,000 per calendar year.
DESIGNERSUrbia has no minimum order requirements for members of the trade, including but not limited to designers, interior decorators and architecture firms.
For additional questions, please contact your Urbia account manager or submit a Contact Us request, click here.
Urbia accepts orders through our website (requires portal access), email (urbia_orders@gei-group.com), or by directly contacting your Account Manager.
Please check the website’s product page for its stock availability. If you have additional questions regarding availability, please contact your Account Manager or submit an online inquiry, click here.
We refresh this information frequently, so it always has the most accurate, up to date stock levels.
Please contact your Account Manager or submit a HelpDesk ticket to inquire about the status of your order.
With exception of custom, made-to-order merchandise,
Urbia allows customers to cancel their order if it has not yet shipped. Any
deposits on the order will be applied to the customer’s account in the form of
a credit memo, which can be applied on future orders. Any other refund is at
the discretion of Urbia management.
SHIPPING
All domestically stocked products ship from Urbia’s Philadelphia, PA warehouse. All made-to-order upholstery ships from our Los Angeles, CA workroom.
When your order ships, we will send the shipping contacts in our system an automated message with carrier details, including the tracking reference number. If you need additional assistance, please contact your Account Manager or our HelpDesk.
Urbia is happy to facilitate shipping to a commercial receiving dock within the continental United States, per your request. Our minimum packaging/freight charge is $350 or 18% of the order value, whichever is greater.
Oversized items (see below list) are subject to a shipping surcharge.
Select items are eligible to ship small parcel (Fedex or UPS). If you are interested in shipping your order with a small parcel carrier, please provide your account number so that we can generate shipping labels and bill to your account for no additional fee. If you do not have a Fedex or UPS account, for eligible shipments, we are happy to provide a small parcel spot quote with either carrier.
Shipments to commercial locations typically take 7-14 business days from time of pickup. Please advise if you require expedited shipping or shipping to a non-commercial receiving dock so that we can accurately quote the additional charges.
Shipping rates are subject to change and will be confirmed when your order is placed. Your order may be delivered in several shipments; however, this will not affect your shipping costs. At this time, Urbia does not organize white glove, residential delivery.
For no additional charges, you may also choose to send a 3rd party carrier to pick-up at our warehouse.
Additional Charges
Expedited Service - TBD at time of request
Lift-Gate Fee - $65 per delivery
Oversized Item Fee - $100 per order when one or more oversized items are included in shipment, including but not limited to:
- Rectangular table styles with an overall length in excess of 88"
- Round and square table styles with an overall length in excess of 58"
- Upholstery styles with an overall length in excess of 73"
Contact your Account Manager to arrange shipments to Canada.
Urbia can ship containers to any international destination, but orders that originate from Philadelphia, PA and Los Angeles, CA can only ship to a commercial receiver within the continental United States. You will need to coordinate the additional freight to get your order from the commercial receiver to its final destination.
URBIA provides exceptional value through high-touch customer service, and we will work with you to find reasonable solutions for any order issues that may arise.
In order to streamline the process and help us find an appropriate resolution to your claim, please do the following upon receipt of your shipment:
· Note box damage and known shipment discrepancies, including box count, on the delivery receipt.
· Thoroughly inspect all products upon receipt, noting any concealed damage on the delivery receipt.
· Within five (5) business days of receipt, contact our HelpDesk via email at urbia_support@gei-group.com to report issues. Providing proper documentation, including photos of all damaged products/boxes, signed delivery receipts and a detailed description of the damages, is critical in resolving the claim to your satisfaction.
· Keep all original packaging materials on hand until claim is resolved.
· If you refuse a shipment because of damage, please note refusal and reason on the delivery receipt and contact our HelpDesk via email at urbia_support@gei-group.com immediately.
Contingent upon following the steps listed above, Urbia will, at our discretion, repair or replace the item(s) or its parts. Urbia prefers to remedy claims in the field, but if the damaged item(s) needs to be replaced, the item(s) must be returned prior to the shipment of a replacement. All returns must be properly packaged with original packaging and be ready for pickup within ten (10) business days of the initial claim. All returns, including those pertaining to damage and defects, require prior approval from Urbia, and any associated freight costs for unapproved returns are non-refundable.
Urbia will not accept shipping damage claims unless the damages are noted on the carrier’s delivery receipt or reported within five (5) business days of receipt.
Urbia is not liable for shipping delays for any cause, nor shall any delay entitle you to (a) cancel your order(s) after it has shipped or (b) refuse delivery. Delivery may occur in multiple shipments depending upon product availability.
When using your own carrier, it is the responsibility of your carrier’s driver to inspect your product and note any damages or concerns before receiving the shipment on to their truck. Urbia is not responsible for damages incurred by your carrier.
Please submit a HelpDesk ticket by emailing urbia_support@gei-group.com. An Urbia team member will contact you shortly regarding next steps.
MARKETING
Please reach out to urbia_sales@gei-group.com to request photography. You may request Urbia's entire product catalog or specific collections and items.
You can download a digital catalog from your downloads tab on your account dashboard. If you'd like a physical copy, please email urbia_marketing@gei-group.com.
If you lose your Urbia password, please navigate to the login screen and follow the prompts to reset your password.
If you'd like to publish any Urbia product, please reach out to urbia_marketing@gei-group.com. Our team will provide you with hi-res imagery and detailed product information.
RETURNS
Aside from damage or defect, we understand that, sometimes, you may need to return or exchange your Urbia product(s), and we are happy to consider your request. It is our expectation that the item(s) being returned or exchanged will be returned in original condition, which allows us to resell these product(s).
· A return/exchange request must be made within 30 days of receipt. Please contact your Account Manager or our Helpdesk via email at urbia_support@gei-group.com to make your request.
· Urbia does not accept returns without prior authorization.
· A restocking fee of 20% of the invoice price will be charged for all returns.
· Shipping fees on the initial shipment are nonrefundable.
· Customers are responsible for arranging the return freight at their own expense and liability.
· Returned merchandise must be in its original condition and packaging, suitable to be resold, including all instructions and hardware.
· A credit memo for authorized returns will be applied to the customer’s account, which can be applied on future orders.
· A credit for authorized returns will not be issued if product(s) arrives damaged.
· All sales are final on the following products, which are not eligible for returns or exchanges: (a) custom, made-to-order products, (b) products purchased on sale or during a promo period, and (c) discontinued products.
PRODUCT INFO & WARRANTY
Answer coming soon! Please contact us below for customer service in the meantime.
Customer Limited Warranty: Casegoods
Product: Urbia Imports, LLC warrants its casegoods products for one (1) year from the date of invoice. This limited warranty applies exclusively to the benefit of the original purchaser of the product under conditions of normal usage only and will terminate in the event of resale.
Wood and Metal Products: Wood and metal products are warranted to be free of defects in materials and workmanship when put to ordinary use , h owever, certain changes in these materials over time are expected and are not considered defects and are not covered by the limited warranty. T he following are certain exceptions to this warranty:
-
Differences in grain character and color are naturally occurring variations and are not considered defects.
-
Highly figured veneers are taken from areas of the tree that grow in different directions. This natural characteristic of the veneer causes tension and pulls the fiber of the wood, which can result in hairline cracks over time and are not considered defects.
-
Natural color changes, variations, or movement in lumber or veneer products, and exposure to extreme temperature changes and/or direct sunlight, may cause color and/or surface changes which are not considered defects.
Marble and Stone Tops:
Marble
, concrete
and stone tops are warranted to be free of defects in material and workmanship when put to ordinary use
, however, d
ue to the absorbent characteristics of marble,
concrete and stone
Urbia
Imports, LLC
does not warrant against stains that occur as result of spills.
Glass and Mirrors:
Glass and mirrors are warranted against defects in materials and workmanship when put to ordinary use
, however, c
hips or scratches that occur from handling after delivery are not the responsibility of
Urbia
Imports, LLC
.
Fabrics/Leathers/Upholstery Materials : Certain casegoods products contain components that include fabrics, leathers, cushions and other filling materials. The Company warrants such components to be free from defects in material and workmanship , h owever, the following are certain exceptions to this warranty:
-
Wrinkles, scratches, insect bites, healed scars and other natural markings or color variations that occur in certain leathers are natural and are not considered defects.
-
Exposure to extreme temperature changes and/or direct sunlight, may cause color and/or surface changes that are not considered defects.
-
Some fabrics are washed to achieve a more relaxed appearance and softer feel. Wrinkling, puckering and shade variations are natural results of washing and should not be considered defects.
The following conditions apply to this warranty except where prohibited by law:
This warranty is valid for the original purchaser from the date of invoice and warrants the product to be free of defects in material and workmanship when put to ordinary use for the length of time specified.
This warranty applies under conditions of normal residential use and does not apply to damage incurred as a result of negligence or misuse. This includes improper cleaning, exposure to chemicals and foreign substances, liquids, accidents, or for any use which the product was not intended. Any product modifications by dealer or consumer, or use of non-
Urbia
Imports, LLC
parts, voids the warranty.
TRANSPORTATION AND DELIVERY DAMAGE IS EXCLUDED.
Alterations of any type to the product by the consumer will nullify the warranty entirely.
Under the terms of this limited warranty,
Urbia
Imports, LLC
may either repair or replace defective items if they do not perform as expected under “normal conditions.” The determination of liability is the sole responsibility of
Urbia
Imports, LLC
.
Claims against the warranty must be initially presented to the authorized dealer of the original purchase. Dated proof of purchase and delivery from the original authorized dealer is required
.
Urbia offers a completely custom upholstery line called Toccare. You have the option to choose one of our many standard configurations or design your own! If you're interested in a non-upholstered custom piece, please contact your account manager.
E-COMMERCE
If you are interested in selling Urbia products on your website, please email urbia_sales@gei-group.com. An Urbia team member will be in touch with you shortly.
PAYMENTS
Urbia accepts several forms of payment including all major credit cards, checks, ACH payment and wires. Based on inventory availability, orders paid by credit card ship immediately; orders paid by check, ACH and wire ship once the funds have cleared. We do not accept 3rd party credit cards or credit cards belonging to your customer.
Except for customers with terms, payment including shipping and convenience fees is due in full before an order ships. Credit cards are not charged upon placement of your order but rather when your order is being processed for shipment. Urbia charges a 3% credit card convenience fee per transaction.
See Urbia's accepted forms of payment, Credit Card Authorization and Credit Application below.
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