HOW TO SHOP ONLINE
[member sign in + shopping ] [ sales tax + discounts ] [ shipping, tracking + returns ]
MEMBER SIGN IN AND SHOPPING
How do I locate my member ID and password? Your member ID can be found on your Trade Program card and in your [ members section ]. All members are notified of their pre-assigned password via both email and letter. If you cannot locate your member ID and/or password, please contact a Partner at +1-501-641-7936, [ skype us ], or email trade@urbandwellersonline.com. Please allow up to 24 hours for a response.
Can I change my password? Members are able to change their password at this time.
Why is my membership level incorrect? If you believe your membership level is not accurately reflected when you sign in, please contact a Partner at +1-501-641-7936 or email trade@urbandwellersonline.com.
When I log in, why does the website state that my membership is expired? To shop online, your Design Trade Program membership must be up to date. The expiration date is noted on your Trade Program card.
If you believe that your membership is up to date please contact a Partner at +1-501-641-7936 or email trade@urbandwellersonline.com.
If you wish to reapply for a new membership, please visit the
[ member sign-in ].
How do I sign in to receive trade pricing? To receive trade pricing, you must begin at the
[ member sign-in ] page. The sign-in page can be accessed through urbandwellersonline.com or the Design Trade Program section in your members section.
On the
[ member sign-in ] page, enter your membership ID and password.
Select "Create Business Account" to fill-out your business credentials. Select whether you wish to apply tax exemption to your purchase in the business account form.
Upload your Tax ID certificate (US only). You will then be directed to upload your Tax ID certificate document (PDF preferred).
During checkout, your trade discount and any applicable tax exemption will be applied to your order.
If you wish to make another purchase with trade pricing, you simply must be logged in.
Can I start shopping directly at urbandwellers website and receive trade pricing? (e.g., hom™, flo™, shin™, mor™) You must start at the
[ member sign-in ] page to shop our collections.
If you begin adding items to your shopping cart without logging in, you will not receive trade pricing and any tax exemption on your order when you checkout.
Can I order merchandise for International delivery? At this time, urbandwellers, llc. only ships to locations within the United States.
Does urbandwellers, llc. offer commercially graded merchandise? urbandwellers, llc. products are designed, manufactured and tested for residential and commercial use only.
How can I contact a Partner? Partners are available Monday – Friday, 10am – 6pm (MST) by calling +1-501-641-7936 or by emailing trade@urbandwellersonline.com. If calling from an international location, please
[ skype ] us.
Do you charge sales tax? Sales tax (including applicable local taxes) applies to all states. If you have a reseller's license and wish to be exempt from sales tax at our store locations, please present a copy of your Tax Exempt certificate at the time of purchase. If you wish to receive tax exemption for email or online orders, you will need to submit a signed Resale Certificate or Permit for each state in which you seek exemption.
How do I qualify for tax exemption (i.e., not be charged tax) on an online purchase? If you wish to receive tax exemption for online orders, you will need to submit a signed Resale Certificate or Permit for each state where your item is being shipped.
Tax exemption is evaluated based on the ship-to address and not your billing address.
To apply for tax exemption, Download (coming soon) and complete a new Resale Certificate or Permit and upload the signed form in your
[ members section ].
How do I apply tax exemption to my online purchase? After signing in with your member ID and password, you will be presented with a list of states in which you are eligible for tax exemption with urbandwellers, llc.
Following the prompt, select “Yes, I would like to apply tax exemption.”
You will need to check the box to accept the Terms and Conditions of Tax Exemption.
Tax will be excluded on all merchandise you choose to ship to states in which we have tax exemption on file for your account.
Tax exemption will be reflected during checkout.
What if I do not want tax exemption applied to my purchase, even if I have state tax exemption on file? After signing in with your email address and password, simply unselect the tax exempt radio button.
Can I apply tax exemption to only part of my order? You must apply tax exemption to all items in your order or none at all. You cannot choose specific items to receive tax exemption.
If you choose to apply tax exemption at the beginning of the session, tax will not be charged for all items in your order that are shipping to states where you have tax exemption on file.
If you would like to apply tax exemption to only certain items, please place separate orders: one with tax exemption, and one without.
What should I do if I am tax exempt in a state that is not listed after I sign in? We need to have state-specific signed Resale Certificates or Permits on file for each state in which you seek exemption.
If the Resale Certificate or Permit that you submitted has expired, you will need to submit a current Certificate or Permit.
Download (coming soon) and complete a new Resale Certificate or Permit and email the signed form to trade@urbandwellersonline.com or upload in your
[ business account ] page.
Please contact a Partner at +1-501-641-7936 or email trade@urbandwellersonline.com if you require additional assistance.
I chose to apply tax exemption at the beginning of my session. Why was I still charged tax? After you sign in at the beginning of each shopping session, a list of states where you are eligible for tax exemption is displayed.
If you choose to apply tax exemption, only items shipped to these states will be tax exempt. Items shipped to any other states will be charged applicable tax.
To update states in which you are eligible for tax exemption, please follow instructions on how to submit a signed Resale Certificate or Permit for your state(s).
How do I know that I received my discount? The discount will be reflected during checkout in red, for each eligible item in your shopping cart, and in your total payment.
Can I combine another promotion or offer with my trade discount? No, at this time you the trade discount is not combinable with any other promotion or offer.
Why didn’t I receive the correct discount at urbandwellers? At urbandwellers, the trade discount is 10% regardless of membership level and is not valid on purchase of electronics and sale items.
SHIPPING, TRACKING + RETURNS
Can I rush ship my order? Rush delivery is available on certain items and additional shipping charges will apply. Please call a Partner at +1-501-641-7936 or email
[ trade@urbandwellersonline.com ].
Can I ship to multiple addresses in one order? No. Currently you can only ship to one address in the shopping cart. If you need to ship to different address, please call a Partner at +1-501-641-7936 or email
[ trade@urbandwellersonline.com ]
Can I process special shipping requests online, such as consolidating my shipping, so I receive one delivery? Special shipping requests cannot be processed online. For assistance with any special requests, please contact a Partner at +1-501-641-7936 or email trade@urbandwellersonline.com prior to placing your order.
How long will it take to receive my order? Shipping time differs by product and delivery method. An estimated delivery time frame is noted in each product's specifications.
How do I track my order?
Your order becomes available for tracking online 24 hours after it is placed. To learn the status of your order, please visit your
[ order history page ].
What is your return policy?
If an item arrives damaged, notify us immediately so that we may work with you to arrange either a credit return or replacement. All custom order sales are final and cannot be returned or exchanged. Should you elect a return, your credit amount will automatically be converted to a store credit on urbandwellersonline.com and in our showroom for future purchases.
Please be aware that furniture is highly susceptible to damage during transit. We take great care to pack shipments so that they will arrive safely, so be sure to retain the original packing materials, original receipt and all merchandise tags for any item that you wish to return to us. You may have to provide supplementary packing materials if the outer carton has been worn during the original trip out to you.
Complete the return form included with each shipment, prepay and insure your package(s) and return them to:
urbandwellers
Attn: Customer Returns
RA# [ if applicable ]
2960 Inca Street
Unit 214
Denver, Colorado 80202