FAQ

 

 

SHIPPING AND DELIVERY

All in stock items are shipped in 24hrs to 72hrs . Once the item is shipped, standard shipping times apply. Once shipped, (depending on shipping method) will take 2-9 business days

DO YOU SHIP INTERNATIONALLY?

USA SHIPPING ONLY . Due to the weight and nature of the planter/plants international orders are not possible at the moment.

WHAT IS A PRE-ORDER/BACKORDERED PRODUCT?

A pre-order is designed with the customer in mind, where orders are taken over a period to ensure that you can secure your order before the collection sells out. A backorder is a product that has been reordered to be manufactured after the existing stock has sold out.

HOW MUCH DOES SHIPPING COST?

Shipping costs are displayed on the checkout page and are calculated based on weight, shipping method and destination.

CAN I UPDATE MY SHIPPING ADDRESS AFTER I HAVE ORDERED?

If you have incorrectly formatted or entered your address, please contact customer support immediately with your order number and correct shipping address. If you fail to communicate a shipping address change before your order is shipped you will have to contact the courier to reroute your order. Urban Jungle Dept. is not responsible for shipment to an incorrect address if we are not provided the information prior to dispatch.

If your package fails to be delivered due to an insufficient delivery address the goods will be returned to us. Please contact us if this occurs and we will organize a reshipment to an updated shipping address.

HOW DO I TRACK MY ORDER?

Tracking information will be sent to the contact information you provide us. This will be sent via email/sms when your order has been fulfilled. For specific tracking details or if your delivery is late, you can contact the carrier directly for the most up-to-date information, including any carrier or regional delays.

 

EXCHANGES AND RETURNS CAN I EXCHANGE ITEMS ONCE I’VE PLACED MY ORDER?

We have a 7-day return policy, which means you have 7 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it and in its original packaging. please contact our customer support team with photos of the defective good/s, your order number and a description of the issue. To start a return, you can contact us at support@urbanjungledept.com

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

WHERE IS MY REFUND?

We’ll process your return and issue a refund to your original form of payment. We’ll send you an email to let you know we’ve issued the refund—it may take up to 10 additional days for the funds to show in your account.

WHAT CAN I DO IF I ORDERED THE WRONG ITEM?

If you ordered the Wrong Item please immediately contact customer support with your order number and detail what was ordered and we will remove them from your order. If you realize you ordered the Wrong Item upon delivery, please email support to request a return and do NOT open your goods. WHAT PAYMENT METHODS ARE ACCEPTED?

We accept all major credit cards including Visa, Mastercard, American Express, and Discover. We also accept PayPal .

At this time, we do not accept any form of cryptocurrency.

IS MY PAYMENT SECURE?

Yes, your payment is secure. Our website uses the most up-to-date SSL encryption security techniques. The payment provider we work with, Stripe, is Level 1 PCI certified (the highest level attainable) and uses the most up-to-date SSL encryption to ensure all payments are secure.

HOW DO I USE MY GIFT CARD?

Whilst checking out you’ll be prompted to use a gift card as a form of payment.

CAN I CANCEL OR CHANGE MY ORDER?

You can’t make changes, but you can cancel an order provided you notify us immediately after you place your order. Please contact customer support with your order number and reason for cancellation. We’ll process your cancellation and issue a refund to your original form of payment. We’ll send you an email to let you know we’ve issued the refund—it may take up to 10 additional days for the funds to show in your account.

I’VE ORDERED MULTIPLE ITEMS SEPARATELY, CAN I MERGE MY ORDERS?

Yes you can, provided you notify us before your order is fulfilled. Please contact customer support immediately with all of your order numbers and we will merge them for you, after which you will then be refunded the extra shipping costs you had paid—it may take up to 10 additional days for the funds to show in your account.

How do you ship live plants?

Our top priority is ensuring your plant arrives happy and healthy at your door. Our unique and innovative packaging is designed to withstand shipping mishaps and weather conditions. If there's ever any trouble, we're here to help! You can chat with us or email us directly at support@urbanjungledept.com, and we'll make it right.