Frequently Asked Questions
Answers to common questions
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What should I do if my order is approved but hasn't been shipped yet?
Sellers usually ship orders 1-2 business days before the delivery date so that they reach you on time. In case your order hasn't been shipped within this time please contact our Customer Support so that we can look into it.
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My order has reached the nearest delivery hub, but why isn't it out for delivery yet?
The courier service delivering your order are responsible for making sure that your order reaches you within the delivery date. Rest assured, you'll get an SMS once your shipment is out for delivery.
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I have a complaint about the courier executive who came to deliver my order.
You can contact our Customer Support team with the details and we will get in touch with the courier service provider to resolve your complaint.
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Is Open Box delivery available for all the products?
No, the Open Box Delivery option is available on select products and locations only.
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How will I get to know if the chosen item is eligible for Open Box delivery?
You will get to know if a product has an Open Box delivery option on the 'Checkout' page at the time of placing your order.
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Can I reactivate my inactive UrbanHomz account?
Yes. To reactivate your UrbanHomz account, simply log in with your registered email ID or mobile number/password combination used before deactivation. Your account data will be fully restored, default subscription settings applied.
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Do I need to verify my mobile number or email address every time I log in?
As the verification step is a one time process, you won't have to do it again once your account is verified.
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Can I take the shipment after opening and checking the contents inside?
As per company policy, a shipment can't be opened before delivery, but you can accept the shipment and get in touch with us later in case you have any concerns.
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Why can't I track my order even though it has been shipped?
Courier services usually take upto 24 hours to activate tracking for an order once it's shipped. Please check again after the mentioned time frame.
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Why can't I track my order even though it has been shipped?
Courier services usually take upto 24 hours to activate tracking for an order once it's shipped. Please check again after the mentioned time frame.
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I have a complaint about the courier executive who came to deliver my order.
You can contact our Customer Support team with the details and we will get in touch with the courier service provider to resolve your complaint.
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Is Open Box delivery available for orders placed via Cash on Delivery option?
Yes, the Open Box delivery option is not dependent on the payment mode chosen while placing an order.
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What if the product turns out to be defective after the product is delivered?
In the unlikely event of an item being defective, you can easily request a return as per the returns policy of the product through the ‘Orders’ section of your UrbanHomz account.
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How does UrbanHomz prevent card fraud?
Online payments are monitored by our systems for any suspicious activity and some transactions are verified through extensive checks if we find that they are not authorized by the owner of the card. When we're not able to rule fraud out in rare cases, the transaction is kept on hold and we ask the shopper to share relevant proofs. This is done to make sure that the transaction is genuine and authorized.
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How can I pay with a saved Credit/Debit Card?
Your saved cards can be seen when you choose the credit or debit card option to pay for your order. Enter the CVV number of that card (we do not store it) and click on the 'Pay' button. You'll also have to enter the card's 3D Secure password to complete the transaction.
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Can I use any Debit Card to pay for my order?
You can choose to pay for your order on UrbanHomz with any Visa, MasterCard or Maestro Debit Card.
