Refund policy


We want to make the return process as simple as possible. If you would like to return or exchange your Urban Poling product, please follow the steps below.

Returns

1. Contact us before returning your product

Please email orders@urbanpoling.com to let us know that you would like to make a return.

In your email, please provide:

  • The purchaser’s name

  • Your order number, which can be found in the order confirmation email you received when your order was placed

  • Return reasons

If your reason for returning the poles is related to adjustment or difficulty using or walking with them, we encourage you to contact us at info@urbanpoling.com or at 1-877-499-7999 #1 before returning the product. We may be able to assist you with an adjustment or use and resolve the issue without requiring a return.

Once we locate your order, we will provide you with the appropriate return address. We will select the return warehouse closest to your location whenever possible.

Please do not ship your return until you have received the return address from our team.

2. Ship your product back to us

Customers are responsible for the cost of shipping the product back to our warehouse.

A copy of your original receipt or order confirmation showing the purchaser’s name and order number must be included with the returned merchandise.

All merchandise being returned or exchanged must be received by us within 60 days of purchase.

Once you have shipped your return, please email the tracking number to orders@urbanpoling.com. Providing tracking information allows us to follow the return and helps us process your refund as quickly as possible.

Refunds

Once the returned merchandise has been received at our warehouse, please allow up to 5 business days for us to process your refund.

Your refund will include:

  • The purchase price of the returned merchandise

  • Applicable taxes paid on the merchandise

Original shipping charges are non-refundable, except when the return is due to a shipping error or manufacturer’s defect.

Refunds will be issued to the original method of payment.

Exchanges

Exchanges will be handled on an even exchange basis.

You are responsible for the cost of shipping the original merchandise back to us. Urban Poling Inc. will cover the shipping cost to send the replacement merchandise to you.

Shipping Errors or Manufacturer’s Defects

If your return or exchange is due to a shipping error by Urban Poling Inc. or a manufacturer’s defect, you will not be responsible for the return shipping costs.

In these cases:

  • Return shipping charges will be covered by Urban Poling Inc.

  • Any original shipping charges you paid will also be refunded to your original method of payment.

Please contact orders@urbanpoling.com before shipping the product so our team can provide you with the appropriate return instructions.