Shipping policy

At URBAN SHINE SUPPLY, we want the tools that help maintain a tidy workspace to reach you in good condition and with clear delivery expectations. Whether your order contains a desktop cleaning brush, a keyboard cleaning brush, or a screen-wiping cloth, our shipping process is designed to make the journey from checkout to delivery as straightforward as possible.

This policy explains our shipping fees, order preparation, delivery information, tracking, and procedures for packages that arrive damaged, delayed, or incomplete.

1. Shipping Fees

We currently offer the following standard shipping rates:

  • Free Standard Shipping: Orders with a merchandise subtotal of $10.00 or more.

  • Standard Shipping for Smaller Orders: Orders with a merchandise subtotal below $10.00 are charged $5.99.

The applicable shipping charge will be displayed during checkout before payment is submitted.

Unless a promotion expressly provides otherwise, the $10.00 threshold is calculated using the merchandise subtotal before taxes and shipping charges. Any applicable taxes or other charges will be shown separately at checkout.

2. Order Confirmation and Processing

After checkout, the order information is submitted for processing. Our fulfillment process may include:

  • Reviewing the order details and payment status.

  • Confirming the availability and quantity of the selected products.

  • Checking the shipping address.

  • Preparing the desktop cleaning tools and accessories for packing.

  • Selecting packaging appropriate to the size and nature of the products.

  • Preparing the parcel for carrier collection.

An order confirmation email indicates that we have received your order information. It does not necessarily mean that the package has already been dispatched.

Processing time and carrier transit time are separate. Preparation may take longer during weekends, public holidays, busy shopping periods, inventory adjustments, or unexpected operational interruptions.

3. Shipment and Delivery Estimates

Any specific shipment estimate displayed during checkout or communicated in an order confirmation should be treated as the applicable estimate for that purchase.

If no shipment period is clearly stated, we will handle shipment timing in accordance with applicable federal requirements, including the Federal Trade Commission's Mail, Internet, or Telephone Order Merchandise Rule. Generally, when no shipment time is stated, a seller must have a reasonable basis to expect shipment within 30 days after receiving a properly completed order.

If we learn that an order cannot be shipped within the promised period or the applicable default period, we will provide the required delay notice and obtain the customer's consent to the delay or cancel the order and issue the required refund.

A delivery estimate is not a guarantee unless it is expressly identified as a guaranteed delivery commitment.

4. Shipping Destinations

Available shipping destinations depend on the options presented during checkout. Please confirm that your address is accepted by the checkout system before submitting your order.

Some destinations may be unavailable because of carrier limitations, service interruptions, legal restrictions, or other logistical considerations.

If we discover that an order cannot be delivered to the address provided, we will contact the customer to discuss an appropriate solution. Depending on the circumstances, this may include correcting the address, arranging an alternative delivery option, or cancelling the affected order and issuing an applicable refund.

5. Accurate Shipping Address

Customers are responsible for entering a complete and correct shipping address.

Before placing an order, please verify:

  • Recipient's full name.

  • Street address and house number.

  • Apartment, suite, or unit number, if applicable.

  • City, state, and ZIP code.

  • Any additional delivery instructions supported by the carrier.

If you notice an error after checkout, contact us promptly at [email protected].

We will make reasonable efforts to correct address details before dispatch. Once a parcel has been transferred to the carrier, address changes may no longer be possible or may depend on the carrier's available services.

6. Packaging and Product Protection

We aim to use packaging appropriate to the products being shipped.

Desktop and keyboard cleaning brushes may contain bristles, handles, or smaller attachments that should remain intact during transit. Screen-wiping cloths should be protected from dirt, moisture, and unnecessary contact with rough or abrasive materials.

If a parcel arrives visibly crushed, torn, wet, or otherwise damaged, please photograph the outside packaging, shipping label, and affected products. Retaining the packaging can help us review the issue and determine what assistance may be appropriate.

7. Tracking Information

When tracking is available, it may be provided by email or through an order-status notification.

Please allow time for the carrier's tracking system to register the parcel after the shipping label is created. Tracking updates depend on carrier scans and may not appear immediately.

Customers should use the available tracking information to monitor shipment progress and review delivery notifications.

8. Delayed Shipments

A shipment may be delayed by carrier congestion, weather conditions, holidays, transportation interruptions, incorrect address information, or other circumstances.

If we become aware that we cannot ship within the period represented at checkout or otherwise required by applicable law, we will provide the legally required delay notice and cancellation or refund options.

For covered internet orders, the FTC's Mail, Internet, or Telephone Order Merchandise Rule generally requires sellers to obtain the buyer's consent to a qualifying delay or provide a prompt refund when the order is cancelled. A customer will not be required to accept an indefinite delay simply because the order has already been placed.

9. Missing or Misdelivered Packages

If a package appears to be missing, has not received a tracking update for an extended period, or is marked as delivered but cannot be located, please contact us at [email protected].

You may first wish to:

  • Check the front door, side entrance, mailbox area, or other usual delivery locations.

  • Ask household members, building staff, or reception whether the package was accepted.

  • Review carrier tracking information for delivery notes or photographs, if available.

  • Confirm that the address on your order confirmation is correct.

We will review the available order and carrier information and help determine the next appropriate step. A carrier's delivery scan may be relevant to an investigation, but it does not automatically remove any rights or remedies available under applicable law.

10. Incorrect or Incomplete Orders

If your parcel contains a different cleaning tool from the one ordered, an incorrect quantity, or missing accessories, please contact us with your order number and a description of the issue.

Photographs of the shipping label and package contents may help us investigate. Depending on the circumstances, we may arrange delivery of missing items, a replacement, or an appropriate refund.

11. Shipping Charges and Refunds

The standard shipping fee is free for merchandise orders of $10.00 or more and $5.99 for orders below $10.00.

For voluntary returns unrelated to a product defect or fulfillment error, original shipping charges are not automatically refundable. If an order is cancelled because we cannot ship within the applicable legal period, or if a refund is otherwise required by law, the appropriate amounts, including applicable shipping charges, will be handled as required.

12. Circumstances Beyond Our Control

Events such as severe weather, natural disasters, public emergencies, carrier service interruptions, labor disruptions, and government restrictions may affect transportation and delivery schedules.

When such events affect an order, we will make reasonable efforts to provide relevant information and assist customers with available options.

13. Shipping Support

For questions about shipping fees, order preparation, tracking, delivery delays, or package issues, contact:

URBAN SHINE SUPPLY
H & D BALLARD ENTERPRISES L.L.C.
2920 Middle Bridge Ct
Crofton, MD 21114
United States

Email: [email protected]
Contact Person: Trinity Bassinger

Please include your order number and the email address used at checkout so that we can locate the relevant purchase.