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    urbanwharf

    Customer Service Policy

    Customer Service Policy - urbanwharf

    At urbanwharf, we’re dedicated to supporting you through every step of your space-saving journey—from choosing the right drawer organizer, wall shelf, or storage bin to resolving post-delivery questions. This Customer Service Policy outlines how we assist you, how to reach us, and what you can expect from our team.

    1. Scope of Customer Service

    Our team provides tailored support for all storage product-related needs, including:

    • Product Inquiries: Details about storage product dimensions (e.g., "will this under-bed bin fit a 12-inch clearance?"), material durability (e.g., "is this fabric bin water-resistant?"), assembly requirements (e.g., "does the wall shelf come with mounting hardware?"), or compatibility with your space (e.g., "can these modular cabinets stack safely?").
    • Order Assistance: Tracking storage product deliveries (e.g., "where is my drawer divider shipment?"), updating shipping addresses (before shipment), checking order status (e.g., "is my bulk bin set in production?"), or resolving processing delays (e.g., "why hasn’t my shelf order shipped yet?").
    • Delivery Support: Helping with delivery-related issues (e.g., missed delivery windows for modular cabinets), clarifying tracking updates (e.g., "what does ‘in customs’ mean for my international bin order?"), or guiding you through next steps for missing/lost shipments (e.g., misplaced small organizers).
    • Post-Delivery Help: Sharing assembly guides (for wall-mounted shelves or modular units), troubleshooting minor issues (e.g., "how to fix a loose drawer divider"), or providing care tips (e.g., "how to clean fabric storage bins without damage").
    • Returns & Refunds: Walking you through the return process for storage products (including packaging guidelines for fragile items like glass shelves), confirming refund status (e.g., "when will my bin set refund arrive?"), or resolving issues with defective/damaged items (e.g., cracked plastic organizers, bent metal shelves).
    • Account Support: Assisting with account creation, password resets, or updating saved preferences (e.g., favorite storage categories like "kitchen organizers," default shipping addresses).

    We do not provide on-site assembly services for storage products, but we can share detailed step-by-step guides or recommend third-party resources for complex installations (e.g., multi-unit modular cabinets).

    2. Contact Channel

    The primary way to reach our customer service team is via email—we prioritize detailed, personalized responses to address your storage-specific needs:

    Email: [email protected]

    When contacting us, please include the following information to speed up resolution:

    • Your full name (matching the name on your order/account);
    • Order number (if inquiring about a specific storage product purchase);
    • Product details (e.g., "Plastic Drawer Organizer - SKU: UW-DO-004" or "Bamboo Wall Shelf");
    • Clear description of your question or issue (e.g., "need to confirm shelf weight capacity" or "delivery marked as delivered but not received").

    3. Response Timeframes

    We aim to reply to all email inquiries within 1–2 business days (excluding weekends and public holidays). For complex storage-related matters that require extra coordination (e.g., investigating a lost bulk bin shipment, confirming custom organizer availability), we may take slightly longer—but we will send an acknowledgment email within 2 business days to confirm we’re working on your request.

    For urgent issues (e.g., a missing storage product needed for a move, a defective shelf affecting immediate use), we prioritize your inquiry and aim to provide an initial update within 1 business day.

    4. Support Availability

    Our customer service team operates during standard business hours to ensure focused support for your storage needs:

    Monday–Friday, 9:00 AM–5:00 PM UTC

    Emails sent outside these hours, on weekends, or during public holidays will be processed on the next business day.

    5. Issue Resolution Process

    For most storage product-related inquiries, we follow a clear, step-by-step resolution process:

    1. Acknowledgment: Within 1–2 business days, we’ll send an email confirming we’ve received your inquiry and outlining next steps (e.g., "we’re checking the weight capacity of your requested shelf and will update you tomorrow").
    1. Investigation: We gather necessary information to address your issue—this may include coordinating with our warehouse (for order status), shipping carriers (for delivery tracking), or product team (for material/fit questions).
    1. Resolution or Update: We send a final response or progress update, which may include:
    • Answering your question (e.g., "the under-bed bin has a 10-inch height and fits most standard beds");
    • Resolving the issue (e.g., "we’ve arranged a replacement for your defective drawer divider, and it will ship tomorrow");
    • Sharing next steps (e.g., "to return your damaged shelf, please use the pre-paid label we attached—let us know when you’ve shipped it").

    If your issue requires ongoing coordination (e.g., tracking a delayed international storage order), we’ll send updates every 2–3 business days until it’s resolved.

    6. Feedback & Complaints

    We value your feedback as a way to improve our storage products and service. If you’re unsatisfied with your experience (e.g., delayed response, issue with a storage item), please email us with specific details about your concern. We’ll:

    • Apologize for any inconvenience;
    • Review your feedback thoroughly (e.g., investigating why a shelf delivery was delayed);
    • Take action to resolve the issue (e.g., expediting a refund, sending a replacement bin);
    • Share steps we’ll take to prevent similar issues in the future (e.g., updating product descriptions for clearer dimensions).

    We do not offer compensation for general dissatisfaction (e.g., changing your mind about a storage style) unless the issue stems from our negligence (e.g., shipping the wrong size organizer, failing to respond to your inquiry within our stated timeframe).

    7. Limitations

    Our customer service team cannot:

    • Alter orders that have already shipped (e.g., changing the storage product type or delivery address after dispatch);
    • Waive policies (e.g., extending the 60-day return window for organizers) unless there’s a documented error on our part (e.g., we provided incorrect weight capacity for a shelf);
    • Guarantee resolution times for issues outside our control (e.g., carrier delays for storage bins, customs holds for international orders);
    • Provide refunds or replacements for storage products damaged due to improper use (e.g., overloading a bin beyond its capacity), neglect, or accidental damage after delivery.

    We’ll always act in good faith to assist you, but resolution may depend on factors like carrier cooperation, storage product stock availability, or custom production timelines.

    8. Updates to This Policy

    We may update this Customer Service Policy to reflect changes in our support process (e.g., adding a chat support option) or service offerings (e.g., expanding help for custom storage solutions). We’ll post the updated policy on our Site with a "Last Updated" date, and notify you of significant changes via email if you’ve provided your contact information.

    For questions about this policy, or to reach our team for any storage product-related help, email us at [email protected].