POLICIES / FAQs
OUR POLICIES AND TERMS
Please remember that many of our products are distressed in style and the actual distressing may vary piece to piece.
CANCELLATIONS & ORDER CHANGES
Please contact us immediately if you need to change something or cancel an order. We are only able to make changes to an order that has not yet been prepared for shipping. If a tracking number has been assigned for your order, we are no longer able to make any changes. We typically ship very quickly, so there is a very good chance that your order would ship before any changes can be made. Please make sure you're order is correct before submitting!
All returns must be authorized. Please contact us within 30 days of purchase for a return authorization. We process all returns and refunds within 2 business days of receipt. While return shipping costs are the responsibility of the buyer, we are typically able to get reduced shipping rates for return packages. If you would like us to provide a return shipping label at our reduced rates, we will email you a label and deduct the return shipping cost from your refund. Please indicate if you would like that option when you request your return.
In the rare case that you receive a defective item, please contact us as soon as possible and within 30 days of purchase. We are happy to work with you to provide a replacement or facilitate the return of the defective item.
We are not able to accept returns or provide refunds for custom orders.
Free shipping to continental United States only. Please contact us for shipping quotes outside of the continental U.S.
Your information will only be available to Urban Legacy, Legacy Companies (our parent company) and our trusted affiliates.
FREQUENTLY ASKED QUESTIONS
Why is my custom shelf quote higher than shelves I saw on your site that are bigger than mine?
All of our standard sizes that you see on our site are shelves that we always have stock of here at our warehouse. We also have the proper size boxes for those shelves. Since we don't do the manufacturing in house (we partner with an Amish friend nearby) we then need to go pick up the order outside of our normal weekly pick up from him, so there is time involved there. There is a $10 custom fee on every custom order, due to having to change the saw set up for custom sizes. We have to make a custom box for every custom order, as we have custom orders coming through constantly with new sizes that vary in length, depth, thickness, number of shelves, and whether or not they want brackets, which also leads us to needing to charge shipping.
Why are you charging me shipping on my custom shelf order when all of the shelves on your site have free shipping?
Unfortunately, no online retailer actually offers free shipping. They just bake it into the price of the item. For all of our standard size shelves that you see on our site, we have standard size boxes that we buy in bulk. We also package them ahead of time, so that when an order comes through, we pick your shelves and put them on an outgoing skid immediately. With custom shelf orders, we have to make a custom box for every order, as we have custom orders coming through constantly with new sizes that vary in length, depth, thickness, number of shelves, and whether or not you want our large metal brackets. It is just not feasible to have proper sized boxes ahead of time, when no two custom size shelves that we send out are ever the same.
Still have questions? Feel free to contact us!
Text or call: 717.661.3987
Urban Legacy is located in Leola, PA