Frequently Asked Questions

What forms of payments do you accept?

Cheques, Visa, Mastercard, eTransfers, Wire transfers.

Why do I have to pay a deposit on products ordered from Urban Patio Solutions?

The deposit is required so we have a firm commitment from the customer. We are required by our manufacturer to pay the full cost of the order upfront to secure the order and start production.

Why will it take 8-10 weeks to get my items?

Depending on the product you want, there is usually a 2-3 week lead time needed from the manufacturer. For Fermob, for example, after production in France, the order is picked up and sent to Antwerp, Belgium to wait for the next available ocean sailing – it can take 2-3 weeks as your order waits in queue to be put on a ship. Transit time is 2 weeks. After arrival at the port in Montreal, Canada your order is sent to Vancouver to clear customs which can take 1-2 weeks. Once we receive the product at our warehouse, it is immediately repackaged and sent out for final delivery which take around 1 week.

Can I expedite my order?

No. Due to the variables above there is no opportunities to expedite any portion of this process.

Do you have any Fermob products or other products in stock?

Yes. We try to carry a selection of the most popular products in the most commonly requested colours. If we have your products in stock, we can ship them to you immediately after payment. They can arrive in a week or less.