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Call our team in NZ: 0800 832 469 | Mon-Fri | 10am-4pm

Big Brands. Low Prices.

100% NZ Owned & Operated

Customer Help

Our team is based in New Zealand and are happy to assist…

Common questions and answers….

Orders and Shipping

How long does it take for me to receive my order?

All in stock products are shipped within 24 – 48 hours hours. We will notify you once your order has shipped via email. Please contact our team if you need clarification on a specific item prior to purchase. 

How do I create an account?

We are still working on getting this functionality added to our website.

How do I change my shipping address?

If you have accidentally provided the wrong address, please email our team and they will help to rectify the issue.

How do I track the status of my order?

All tracking is emailed directly to the email provided once your order is dispatched.

Will you keep my credit card information on file?

Urban Global does not keep any of your personal details on file. 

Do you charge sales tax?

Yes all our prices are in NZD and include a 15% Goods & Services Tax (GST)

Do you ship to my country?

We currently ship retail orders to NZ only. For wholesale orders, please contact our team as we can ship worldwide.

Will my items come in one package?

This depends on the size and quantity of your order. Where possible we always try to take care of the environment and minimize our footprint where possible. If we can, we will ship your order all in one package. 

For when something goes wrong….

Returns and Exchanges

What is your returns policy?

We back all our products with a 12 month warranty. For any warranty claims, please click here to apply for an RMA.

Any faulty products will need to be returned to our warehouse located in the Waikato.

I received the wrong item

We apologize for the inconvenience, please contact our team on sales@urbanglobal.co.nz to rectify the issue.

My order arrived damaged

Please check the packaging and notify the courier who dropped off your package. We will then require you to email us photos so we can resolve and send you a replacement

Where should I mail my authorized return?

For any warranty claims, please click here to apply for an RMA. Once approved, you will be emailed further instructions.

How do I receive customer support?

Our team at Urban Global is committed to ensuring you have an enjoyable experience. If you require any support, please email the team on sales@urbanglobal.co.nz and we will be happy to assist. Our team can also be reached on 0800 832 469 from 10am till 4pm (Mon-Fri).

What do I do if I entered an incorrect shipping address?

Please get in touch with our team asap, so we can help to resolve this. Email sales@urbanglobal.co.nz

Can I change or cancel an order after I’ve submitted it?

We are unable to change or cancel your order once it has been dispatched. If you have made an error, please email our team and we will do our best to assist where possible. 

Can I pre-order an item that is sold out?

A lot of our products sell very quickly. We do allow backorders on items that are currently out of stock but due to arrive shortly. This is stated on the product page. 

Fast NZ Wide Shipping

On all items in stock

NZ Owned and Operated

Over 150k items shipped

12 Month Warranty

We back all our products.

100% Secure Checkout

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