Order Processing
- Orders are processed within 1-3 business days (excluding weekends and holidays) after receiving your order confirmation email.
- You will receive a notification once your order has shipped.
Shipping Rates & Delivery Estimates
Shipping charges for your order will be calculated and displayed at checkout.
Shipping MethodEstimated Delivery TimeOutlying and Regional areas outside of Cape Town3-5 business daysLocal deliveries in and Around Cape Town1-2 business daysInternational Shipping7-14 business days
Please note that delivery times are estimates and may vary depending on your location.
Order Tracking
- Once your order has shipped, you will receive a shipping confirmation email that includes a tracking number.
- You can track your package through our tracking page or directly on the courier’s website for real-time updates.
International Shipping
- We currently offer international shipping to select countries. Please note that customs fees and import taxes may apply, which are the responsibility of the customer.
- International shipping times may vary depending on customs clearance processes in your country.
Shipping Restrictions
- We do not ship to P.O. boxes or APO/FPO addresses.
- Some items may have restrictions based on your location or due to specific regulations.
Shipping Delays
While we strive to ensure timely delivery, there may be delays due to factors outside our control, such as weather events, high-demand periods, or customs delays. We appreciate your patience in these cases.
Missing or Delayed Packages
If your order hasn’t arrived within the estimated delivery time, please:
- Check the tracking information provided.
- Contact the courier service for assistance.
- If the issue persists, reach out to us at Rodney@urbansupply.co.za, and we’ll be happy to assist further.
Returns & Exchanges
If you need to return or exchange an item, please contact us at Rodney@urbansupply.co.za for assistance.
Return Policy
- To be eligible for a return, items must be unused, in the same condition as received, and in the original packaging.
- Return Shipping Costs: Customers are responsible for return shipping costs unless there was an error with your order, or the product was damaged due to our oversight.
Refunds
- Once your return is received and inspected, we’ll notify you by email regarding the status of your refund.
- If approved, refunds will be processed within 7 days and credited to your original payment method.
Late or Missing Refunds
If you haven’t received a refund after 7 days:
- Recheck your bank account.
- Contact your credit card company, as processing times can vary.
- Contact your bank, as there may be additional processing delays.
If you’ve followed these steps and still haven’t received your refund, please reach out to us at rodney@urbansupply.co.za.
Exchanges
- We only replace items if they are defective or damaged. For exchanges, please email us at Rodney@urbansupply.co.za and send the item to:
Urban Supply Returns
4 Boldcon Avenue, Strand, 7140
Cape Town, Western Cape
Contact Number: 021 300 5017
Shipping Returns
- Please send returns to the address above.
- For items over R600, we recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee receipt of returned items.
Thank you for shopping with Urban Supply. If you have any questions, feel free to contact us!
