Frequently Asked Questions (FAQ)

What payment methods do you accept?

At Urban Maple, we accept a wide range of secure payment methods to make your shopping experience convenient:

American express
Apple pay
Google pay
Maestro
Mastercard
Paypal
Shop pay
Visa

Do you offer free shipping?

Yes, we offer free shipping within Canada on all orders.

How long will it take to receive my order?

Order Cutoff Time: 17:00 (GMT-5) Toronto Time. Orders placed after this time will be processed the next business day.
Order Handling Time: 1 to 3 business days (Monday to Friday).
Transit Time: 4 to 9 business days (Monday to Friday).
Total Delivery Estimate: 5 to 12 business days.

When will I receive my refund after returning a product?

Once we have received, inspected and confirmed your return, we will process the refund. Most refunds are issued within 5 business days to your original payment method.

Customers must send us the tracking number of their return so we can complete the refund.

How can I track my order?

After your order is shipped, you’ll receive an email with a tracking number. You can track your shipment via the carrier's website or through our dedicated Track Order page.

Do you ship internationally?

Currently, we only ship within Canada.

How can I exchange a product?

If you ordered the wrong size or received a defective product, you can return it within 30 days and place a new order for the desired item.

For size exchanges or defective items, please email support@urban-maple.com with your order number and photo(s), and we will assist you.

Can I cancel my order?

Once an order has been placed, it is not possible to cancel. Please review your order carefully before completing your purchase.

How can I contact customer support?

Shop name: Urban Maple
Business: Urban Maple is operated by New Global Vision - FZCO, a company registered in the United Arab Emirates.

Correspondence address: IFZA Business Park, DDP, Building A1, Premises number 36600-001, Dubai Silicon Oasis, Dubai, 00000, United Arab Emirates

E-mail: support@urban-maple.com
Telephone: +1 416-555-0135

Customer service opening hours:
Mon-Fri: 09:00 - 21:00
Sun-Sun: 09:00 - 18:00