FAQ

Are promotions and specials are applicable in-store and online simultaneously?
No. It will be possible to use promotional codes in store and / or online according to the promotion of the moment. Clear and detailed instructions will be posted for each promotion. If you have any difficulties, contact our customer service by email at questions@urbanimal.ca.

Do gift cards work online and in stores?
Yes.

I did not receive my confirmation email for my online order. What should I do?
It is possible that the confirmation email has been moved to your junkmail box. However, if you do not receive a confirmation email, please contact one of our Customer Service Representatives at questions@urbanimal.ca.

How can I modify or cancel an order already sent?
You can make changes to your order or cancel it as long as it has not been shipped. You will receive an email advising you of the shipment of your package. If you have not yet received such an email, please contact one of our Customer Service Representatives at questions@urbanimal.ca.

What to do in case of error when choosing the delivery method when I place my order?
You may have an item in your shopping cart that is pick-up in store only such helium-filled balloons or live insects for reptiles.

Is it possible to return an item to buy online in our stores?
Yes. Check out our return policy HERE.

When I order a bunch of helium inflated balloons online, what are the preparation times?
It will be possible to get the bouquet the same day of your purchase if the order is placed a minimum of 3 hours before the closing of the store. A confirmation email will be sent to you when the bouquet is ready for in-store collection.

What should I do if I receive a defective product?
We will do our best to ensure that this does not happen, but if you receive a damaged product, please contact one of our Customer Service Representatives at questions@urbanimal.ca and attach a picture of the defective product

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