FAQs

Where are you located?

Our head office is running out of Edmonton, Alberta, Canada

What currency are the prices I see on the site?

All prices are in CAD, but feel free to use our price change tool for your currency!

I just placed an order; when will it ship?

We try our best to ship items as fast as we can. Please allow 4-6 days production time for your order to ship out as all pieces are handcrafted, and average shipping times are 7-10 days.
Tracking numbers will be updated once your order has been shipped. If you don't have a tracking number after 7 business days, please email us at urbannowco@gmail.com.

How long is my warranty valid?

We offer a full one-year warranty on our neon signs; if anything happens to your sign, send us an email with your original purchase number and a description of the issue. We do NOT cover accidental damage due to human error. 

I am not in love with my order. Can it be returned? What if there is an issue?

We offer a 100 % money-back guarantee if the product is defective or damaged. We give you 30 days to send it back to us for a full refund. You must ship it back at your own expense; once we have received the product, we will refund the full amount of your original purchase. See the return policy for further details and special details regarding custom signs. Please note: If your package is on the way, you must wait for it to arrive and return it before receiving a refund. 

Can I cancel my order?

All orders can be cancelled within 12 hours of purchase. If your order has been paid and you need to change or cancel it, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be cancelled.

I have entered an incorrect address what do I do now?

Please double-check if the address given is wrong using your confirmation email; after that, kindly notify us via email at urbannowco@gmail.com. If the given address is wrong, we can change the address to the correct one within 48 hours. No refund will be given after 48 hours of incorrect submission.

How are shipping costs calculated?

We offer free shipping worldwide, so no need to worry about the cost of shipping! Since we do cover the shipping, however, we would like our customers to note that we do NOT cover customs and duties fees that may arise as they vary by country.

How long does shipping take?

Shipping times vary as we do ship worldwide from different fulfillment centers based on your location. The average shipping time is 10 business days after the product has been.

I have a question that wasn't answered. 

Absolutely! We are here to help you make your home beautiful! Please email us at urbannowco@gmail.com and we will be happy to assist you in any way we can. We do receive a large number of emails, If you wish to get a prompt response, please attach your order number and address the problem clearly. 

Thank You!

The Urban Now Team