FAQ - Urbanize Philippines

FAQs

Frequently Asked Questions

Table of content

Order
Product
Shipping
Warranty
Return & replacement
Payment
Others

How do I place my order?

• Browse from the product section.
• Select the item you want and add to cart.
• Checkout and pay via selected payment method.
• An automatic confirmation will be sent via email once order is successfully placed and received by our team.

How do I change the contact details of my order?

If you wish to change your provided contact details, please do reach us through the website’s live chat or email us at customerservice@urbanize.com.ph, or you can also contact us through (02) 8921 9493

How do I change my shipping address?

If you wish to change your provided shipping details, please do reach us through the website’s live chat or email us at customerservice@urbanize.com.ph, or you can also contact us through (02) 8921 9493

How do I request for an invoice?

It is in our procedure to have the physical invoice attached to your order before shipping it out. Upon receiving the product, the invoice is provided already.

How do I cancel my order?

If you wish to cancel your order, please do reach us through the website’s live chat or email us at customerservice@urbanize.com.ph, or you can also contact us through (02) 8921 9493

Can I place an order over the phone?

Yes. If you wish to do so, kindly reach us through (02) 8921 9493.

Can I pick-up my order in your physical store?

We are still currently working on this process and we hope to provide this service to you soon.

I already placed an order but want to add it. Can I?

Yes. Please do reach us through the website’s live chat or email us at customerservice@urbanize.com.ph, or you can also contact us through (02) 8921 9493

An error occurred during the placement of my order, what do I do?

If you encountered an error during the placement of you order, please do reach us through the website’s live chat or email us at customerservice@urbanize.com.ph, and you can also contact us through (02) 8921 9493

How do I check item availability?

When choosing a product variation, there is an indication if your desired product is in stock or not. And, as long as you can add the product you want to buy in you cart it means that the product is available.

Are the products on the website also available in your physical stores?

More often than not, the products in our website are also available in our stores. However, depending on the demand for the products in each store, it may not always be the case.

Are your products authentic?

urbanize.com.ph is Urbanize’s official website, so, like in our physical stores, the products we carry are authentic

Delivery Lead Time

• NCR – 1 to 2 working days upon payment verification
• Luzon – 5-10 days upon payment verification (except weekends and holidays)
• Visayas & Mindanao – 7-14 days upon payment verification (except weekends and holidays)

How do you ship my orders?

We use J&T, Lalamove, LBC, and our in-house delivery as our couriers.

Can I request for a delivery schedule?

For orders within Metro Manila, we do accept delivery schedules. If you wish to arrange one, please do reach us through the website’s live chat or email us at customerservice@urbanize.com.ph, or you can also contact us through (02) 8921 9493 However, for orders outside Metro Manila, we unfortunately cannot cater delivery schedule requests as it will mainly depend on our partner couriers’ delivery time.

Can you deliver anywhere in the Philippines?

Yes, we do have several partner couriers that can cater deliveries to anywhere in the Philippines.

Can you deliver outside of the Philippines?

Yes, we do cater orders outside of the Philippines. If you wish to place an order, please do reach us through the website’s live chat or email us at customerservice@urbanize.com.ph

Do I need to keep my receipt in order to claim under warranty?

Yes, your order receipt is needed in order to be able to claim warranty for the product. You can claim it through contacting us via customerservice@unitedlimsun.com or you can also claim it in our physical stores.

Do I need to register the warranty?

There is no need to register for the warranty. As long as you have the order receipt, you will be able to claim warranty

Warranty Information

For Warranty Information, please do visit the Warranty, Returns & Exchanges article in the Urbanize website.

I received a damaged or incorrect item. How do I request for a replacement?

In case you receive a damaged product or missing, incorrect, and faulty accessory, you can claim for a replacement within 7 days of receiving the item, through sending us an e-mail via customerservice@unitedlimsun.com

Please make sure that the product is in the original packaging with all the accessories it came with. We will also need a video or images of the product so we can make a thorough investigation on the matter.

I Already received my order. Can I change the color/size/items?

According to a policy by DTI, request for return or exchange does not apply under the following situations:

• If the product purchased has no imperfection or defect, or if not expired or fake
• If the consumer had a change of mind

In which cases, the store may opt not to replace or refund. Please refer to this article for more information:

https://fairtrade.dti.gov.ph/faq/is-no-return-no-exchange-policy-allowed/

Can I return my ordered item to a physical store?

We are still currently working on this process and we hope to provide this service to you soon.

What are your payment options?

We do accept GCash, PayMaya, and GrabPay, as well as Bank Transfer and Credit Card (Visa and MasterCard) We also offer a payment plan through BillEase. Moreover, we do cater Cash on Delivery requests.

GCash, PayMaya and GrabPay

For payments made using a GCash, PayMaya, and GrabPay, automatic verification will be sent to you once payment has been received by merchant.

Bank Transfer:

Bank: BDO
Account Name: United Limsun International Trading Corporation
Account Number: 0065-8004-7193

For payments made thru bank transfer, email a clear proof of payment to payment@urbanize.com.ph within 48 hours from date of order. Otherwise, your order will be voided.

Make sure to provide the following details for bank transfers: reference number, transaction date, the total amount paid, and source bank.

Follow this email subject format: Order #First NameLast Name

Payment verification will be sent (within 1-2 banking days) to your email once our team confirms the payment.

• Credit Card (MasterCard/Visa)

For payments made using a credit card, automatic verification will be sent to your email and/or SMS once payment has been received by the merchant.

How do I Tag Photos on Instagram

You can tag us on Instagram through @urbanizeph

How do I Tag Photos on Facebook

You can tag us on Facebook through @urbanizeph

Where are you located?

We are located at #42 16th Avenue, Cor. Dioquino Street, Cubao, Quezon City, 1109 Philippines

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