Shipping Process:

If you prefer an option other than that available upon checkout, please contact us to make other arrangements.

Due to the fragility of the fireboards and regulations on aerosols, they are pick up only; they cannot be shipped.

We inventory many of our products in our warehouse in Coquitlam, BC. Certain custom-finished products and other items will ship factory direct from the manufacturer when necessary and can take additional time to process.

If your order arrives damaged, please be sure to take pictures and provide those to us in order to help us provide proper reparations.

When your order is ready to be delivered, the shipping company will contact you to schedule a time to deliver your order – for this reason, it is critical to provide the most relevant phone number at the time of checkout. Upon delivery, the driver will take it off the truck for you but it is your responsibility to bring it onto your property. You will be required to sign for the delivery and inspect the product upon arrival; any damage present upon arrival must be noted when accepting the delivery.

International Shipping:

Additional international shipping opportunities may be available, please call for availability. International orders are not eligible for our standard return policy; returns made internationally will be handled on a case-by-case basis.

30 Day Return Policy:

UrbanFP wants you to be satisfied with your products; if you don’t feel satisfied for any reason, we allow a simple returns policy that allows you to return any new, unused, unassembled, and resalable items in their original packaging within 30 days of delivery for a refund or exchange. The refund issued will be for the total amount of the order minus original outbound shipping, any return shipping costs incurred by UrbanFP and a 20% restocking fee. 

• If your return is due to an error made by us, you will not be responsible for shipping costs.
• If your return request is due to product defect or damage, we will first attempt to work with you to repair the product; if repair is not possible, we’ll work on getting it replaced.
• If your return will be returned to us via Freight service, we will require a photo of the item as you’ve packaged it in order to have a “before” image of the package to protect against any damage caused during return shipping.
• Upon returning an item, be sure the product is clean, the packaging is sufficient to prevent damage, and you note your RMA number on the outside of the package.

If you’d like to return your item(s), please email [email protected] to obtain an RMA number (Return Authorization number) and we will process your return quickly. Be sure to include the following information:

• First name, last name and company name
• Order number
• Email address
• Reason for the return
• Details for the return
• Image of the product(s)

Refund Eligibility:

To be eligible for a return, item(s) must be returned within 30 days of delivery in new, unused, unassembled, and resalable condition in the original packaging.

• The cost of original outbound shipping will be deducted from your refund total.
  • A return shipping label can be available upon request, but will be at your cost
• For returns that require freight service, we can schedule a freight truck to pick up the returning item(s) but you will be responsible for the cost.
• Certain items are not eligible to be returned under this policy; some items are customized and built to order based on your specifications and do not qualify for a standard return.
• Refunds will be applied to the same credit card, debit card, or another form of payment used at the time of the original transaction.
• Once received, returns are usually processed within 3 days, and can take additional time for your bank to process the transaction.

UrbanFP reserves the right to refuse a refund if

• The item returned does not match the original item shipped.
• The returned item is missing parts or the original product’s packaging, either of which was not previously specified by the customer.
• The item or its packaging is damaged during return shipment due to improper or insufficient packaging.
• The item being returned has been used and is no longer in a new and resalable condition.

Contacting us

If you have any questions, please contact us.

By Mail:
Urban Fireplaces Ltd.
328-17 Fawcett Road
Coquitlam, BC V3K 6V2

By Phone:
(604) 424-8300

By Email:
[email protected]

This Privacy Policy governs the manner in which Urban Fireplaces Ltd (UrbanFP) collects, uses, maintains and discloses information collected from users (each, a User) of the https://urbanfp.ca/ website (Site). This privacy policy applies to the Site and all products and services offered by UrbanFP.

Personal identification information

We may collect personal identification information from Users in a variety of ways, including, but not limited to, when Users visit our site, register on the site, place an order, and in connection with other activities, services, features or resources we make available on our Site. Users may be asked for, as appropriate, name, email address, mailing address, phone number, credit card information. Users may, however, visit our Site anonymously. We will collect personal identification information from Users only if they voluntarily submit such information to us. Users can always refuse to supply personally identification information, except that it may prevent them from engaging in certain Site related activities.

Non-personal identification information

We may collect non-personal identification information about Users whenever they interact with our Site. Non-personal identification information may include the browser name, the type of computer and technical information about Users means of connection to our Site, such as the operating system and the Internet service provider’s utilized and other similar information.

Web browser cookies

Our Site may use “cookies” to enhance User experience. User’s web browser places cookies on their hard drive for record-keeping purposes and sometimes to track information about them. User may choose to set their web browser to refuse cookies, or to alert you when cookies are being sent. If they do so, note that some parts of the Site may not function properly.

How we use collected information

UrbanFP may collect and use Users personal information for the following purposes:

• To improve customer service
  Information you provide helps us respond to your customer service requests and support needs more efficiently.
• To personalize user experience
  We may use information in the aggregate to understand how our Users as a group use the services and resources provided on our Site.
• To improve our Site
  We may use feedback you provide to improve our products and services.
• To process payments
  We may use the information Users provide about themselves when placing an order only to provide service to that order. We do not share this information with outside parties except to the extent necessary to provide the service.
• To send periodic emails
  We may use the email address to send User information and updates pertaining to their order. It may also be used to respond to their inquiries, questions, and/or other requests.

How we protect your information

We adopt appropriate data collection, storage and processing practices and security measures to protect against unauthorized access, alteration, disclosure or destruction of your personal information, username, password, transaction information and data stored on our Site.

Sensitive and private data exchange between the Site and its Users happens over a SSL secured communication channel and is encrypted and protected with digital signatures. Our Site is also in compliance with PCI vulnerability standards in order to create as secure of an environment as possible for Users.

Sharing your personal information

We do not sell, trade, or rent Users personal identification information to others. We may share generic aggregated demographic information not linked to any personal identification information regarding visitors and users with our business partners, trusted affiliates and advertisers for the purposes outlined above.

Changes to this privacy policy

UrbanFP has the discretion to update this privacy policy at any time. When we do, we will revise the updated date at the bottom of this page. We encourage Users to frequently check this page for any changes to stay informed about how we are helping to protect the personal information we collect. You acknowledge and agree that it is your responsibility to review this privacy policy periodically and become aware of modifications.

Your acceptance of these terms

By using this Site, you signify your acceptance of this policy. If you do not agree to this policy, please do not use our Site. Your continued use of the Site following the posting of changes to this policy will be deemed your acceptance of those changes.

Information Correction and Deletion

If you believe the information we have is incorrect, please see the below contact information and notify us of any changes necessary to keep your data accurate. Additionally, if at any point you would like UrbanFP to delete any information about you, please contact us via any of the below methods and we will promptly honor all requests.

Contacting us

If you have any questions about this Privacy Policy, the practices of this site, or your dealings with this site, please contact us.

By Mail:
Urban Fireplaces Ltd.
328-17 Fawcett Road
Coquitlam, BC V3K 6V2

By Phone:
(604) 424-8300

By Email:
[email protected]

This document was last updated on Nov 27, 2023