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About Us

About Us

Welcome to UrbanFetch — a Canadian startup with a big mission. We’re not a faceless warehouse or corporate giant. We’re real people who wanted better: better products, faster shipping, and support that actually cares.

It all started in a small Oshawa room with one simple idea: create and source smart, reliable products that truly make everyday life easier. Today, we proudly serve families across Canada and the U.S., with the Cleanova Pro™ as our flagship product — built to save time, protect your health, and deliver professional-level cleaning without the cost.

Every item we offer is handpicked for quality, functionality, and real-world usefulness. We believe in products that work — not gimmicks, not hype, just real solutions for modern households.

What sets us apart? Fast and reliable shipping, honest customer care, and a passion for helping you feel like more than just an order number. Our focus is simple: give you tools that improve your daily life and service you can trust.

When you choose UrbanFetch, you’re supporting a real story — from startup dreams to a growing brand trusted across North America. You’re helping us innovate, improve, and keep delivering the kind of service we all wish more businesses offered.

Thank you for being here. You’re part of our journey now — and together, we’re just getting started.

Refund & Return Policy

We offer a 30-day return policy from the date you receive your item. To qualify, your product must be unused, in its original packaging, and include a receipt or proof of purchase.

To initiate a return, contact us at support@urbanfetch.com. Please note: returns sent without contacting us first will not be accepted. Once approved, we’ll send a prepaid return label with instructions. We do not accept returns directly to our shipping address without approval.

Damaged or Incorrect Items: Please inspect your order upon arrival and contact us immediately if the item is defective, damaged, or incorrect. We’ll evaluate the issue and make it right.

Items Not Eligible for Return: We do not accept returns on sale items, gift cards, perishable goods (e.g., food, flowers), custom/personalized items, beauty products, or hazardous materials (e.g., flammable liquids).

Exchanges: If you need a different item, we recommend returning your original item and placing a new order after your return is approved.

European Union Customers: If your order is shipped into the EU, you have the right to cancel or return it within 14 days, for any reason. Items must be unused, in original packaging, and include proof of purchase.

Refunds: Once your return is received and inspected, we’ll notify you of the refund status. Approved refunds will be processed to your original payment method within 10 business days. If you haven’t received a refund after 15 business days, please contact us at support@urbanfetch.com.

Privacy Policy

Last updated: June 21, 2025

UrbanFetch.shop is powered by Shopify and uses your data to deliver a personalized shopping experience. This Privacy Policy explains how we collect, use, and share your personal information.

What We Collect: We collect details like your name, email, shipping/billing addresses, phone number, payment details, device/browser info, IP address, and shopping activity.

How We Use It: We use your data to fulfill orders, offer customer support, send marketing (with your consent), secure your account, and improve your experience with product recommendations.

How It’s Shared: Your data may be shared with trusted vendors (Shopify, payment processors, shipping services), advertising partners, or when legally required (e.g. fraud, government requests).

Your Rights: Depending on where you live, you may have rights to access, correct, delete, or limit use of your personal data. You can also opt out of targeted advertising via this link.

Children: We don’t knowingly collect data from children under the age of majority. If you're a parent and believe your child shared info with us, contact us for removal.

Shopify Hosting: Shopify also collects data via our store. Learn how Shopify uses your info at Shopify’s Privacy Policy.

International Transfers: Your data may be transferred outside your country to Shopify or other services under secure transfer agreements (e.g., SCCs in the EU).

Questions? Contact us at support@urbanfetch.com or call us at +1 905 922 8765.

Terms of Service

OVERVIEW
Welcome to urbanfetch.shop! The terms “we”, “us” and “our” refer to urbanfetch.shop. We operate this store and website, including all related information, content, features, tools, products and services in order to provide you, the customer, with a curated shopping experience (the “Services”). The below terms and conditions, together with any policies referenced herein (“Terms”) describe your rights and responsibilities when you use the Services.

By visiting, interacting with or using our Services, you agree to be bound by these Terms of Service and our Privacy Policy. If you do not agree, you should not use or access our Services.

SECTION 1 – ACCESS AND ACCOUNT
By agreeing to these Terms, you represent that you are at least the age of majority in your jurisdiction and you have given us your consent to allow any of your minor dependents to use the Services. You are responsible for maintaining the confidentiality of your account and password and for restricting access to your account.

SECTION 2 – OUR PRODUCTS
We make every effort to provide accurate descriptions, images, and details of our products. However, we do not guarantee that product colors or appearances will match exactly what you see on your device. All descriptions and pricing are subject to change without notice.

SECTION 3 – ORDERS
When you place an order, you are making an offer to purchase. urbanfetch.shop reserves the right to accept or decline your order. Orders are only accepted once payment has been processed and you receive confirmation.

SECTION 4 – PRICES AND BILLING
Prices are subject to change without notice. Posted prices do not include taxes, shipping, handling, customs or import charges. You agree to provide current, complete and accurate purchase and account information for all transactions.

SECTION 5 – SHIPPING AND DELIVERY
Delivery times are estimates and not guarantees. Once products are transferred to the carrier, title and risk of loss passes to you. We are not responsible for delays caused by shipping carriers, customs, or events outside our control.

SECTION 6 – INTELLECTUAL PROPERTY
All content, trademarks, logos, and intellectual property on this site are owned by urbanfetch.shop, its affiliates or licensors. You may not reproduce, distribute, or use them without prior written permission.

SECTION 7 – OPTIONAL TOOLS
We may provide access to third-party tools. You acknowledge we provide these “as is” and we are not liable for any issues arising from their use.

SECTION 8 – THIRD-PARTY LINKS
The Services may contain links to third-party websites. We are not responsible for the accuracy or content of these sites and you access them at your own risk.

SECTION 9 – RELATIONSHIP WITH SHOPIFY
urbanfetch.shop is powered by Shopify. All sales and purchases are made directly with urbanfetch.shop, not Shopify. Shopify is not responsible for transactions between you and urbanfetch.shop.

SECTION 10 – PRIVACY POLICY
All personal information collected is subject to our Privacy Policy and Shopify’s Privacy Policy. By using the Services, you agree to these policies.

SECTION 11 – FEEDBACK
If you submit any feedback, ideas, or suggestions, you grant us a license to use it without obligation to compensate you.

SECTION 12 – ERRORS, INACCURACIES AND OMISSIONS
Occasionally there may be errors in product descriptions, pricing, or availability. We reserve the right to correct such errors and update information without prior notice.

SECTION 13 – PROHIBITED USES
You may not use our Services for unlawful purposes, to infringe on intellectual property rights, to harass others, or to transmit malware, spam, or fraudulent activity.

SECTION 14 – TERMINATION
We may suspend or terminate your account at any time if you violate these Terms.

SECTION 15 – DISCLAIMER OF WARRANTIES
The Services and all products are provided “as is” without warranties of any kind, express or implied.

SECTION 16 – LIMITATION OF LIABILITY
We are not liable for any damages, losses, or claims resulting from your use of the Services or products purchased.

SECTION 17 – INDEMNIFICATION
You agree to indemnify and hold harmless urbanfetch.shop, Shopify, and affiliates from any claims arising out of your use of the Services.

SECTION 18 – SEVERABILITY
If any part of these Terms is deemed unenforceable, the remaining provisions shall continue in full force.

SECTION 19 – WAIVER; ENTIRE AGREEMENT
These Terms constitute the entire agreement between you and us. No waiver shall be implied unless in writing.

SECTION 20 – ASSIGNMENT
You may not assign your rights under these Terms. We may assign without restriction.

SECTION 21 – GOVERNING LAW
These Terms shall be governed by and construed in accordance with the laws of the jurisdiction where urbanfetch.shop is headquartered.

SECTION 22 – HEADINGS
Headings are for convenience only and do not affect interpretation.

SECTION 23 – CHANGES TO TERMS
We may update or replace these Terms at any time. Continued use of the Services constitutes acceptance of changes.

SECTION 24 – CONTACT INFORMATION
Questions about the Terms of Service should be sent to us at support@urbanfetch.com.

urbanfetch.shop
support@urbanfetch.com
1707 Esterbrook Drive, Oshawa ON L1K 0B1, Canada
+1 905 922 8765

Shipping Policy

Thank you for shopping with UrbanFetch. We're committed to getting your order to you as quickly and safely as possible.

Processing Time

All orders are processed within 1–2 business days. Orders are not shipped or delivered on weekends or holidays.

Estimated Shipping Time

Shipping typically takes 4–7 business days depending on your location. You will receive a tracking number once your order ships.

Shipping Locations

We currently ship to Canada and the United States.

Order Tracking

You’ll receive an email with tracking information as soon as your order is shipped. If you don’t see it, please check your spam or junk folder.

Delays or Issues

Delivery delays can occasionally occur due to high demand or courier issues. If your package is significantly delayed, reach out to us at support@urbanfetch.com.

Returns

We offer a 30-day return window after delivery. Please visit our Refund Policy for more details.

If you have any questions about shipping, don’t hesitate to email us at support@urbanfetch.com.

Contact Information

Trade name: urbanfetch.shop

Phone number: 905-922-8765

Email: support@urbanfetch.com

Address: 1707 Esterbrook Drive, Oshawa ON L1K 0B1, Canada

Warranty Policy

All UrbanFetch products come with a 1-year limited warranty from the date of delivery. This warranty protects you against any defects in materials or workmanship under normal residential use.

What’s Covered:

Manufacturing defects
Functional or electronic failures not caused by misuse
Battery or charging issues (if applicable)

What’s Not Covered:

Damage from accidents, drops, water exposure
Normal wear and tear
Modifications or repairs not authorized by UrbanFetch

To start a warranty claim, email us at support@urbanfetch.com with your order number, a description of the issue, and photos or videos if applicable.

If approved, we’ll send you a replacement product or arrange a repair at no cost.

Note: This warranty applies only to the original purchaser and is non-transferable.

If you have any questions, reach out to us anytime — we’re here to help.