We want to make the return process as simple as possible. If you would like to return or exchange your Urban Poling product, please follow the steps below.
1. Contact us before returning your product
Please email orders@urbanpoling.com to let us know that you would like to make a return.
In your email, please provide:
The purchaser’s name
Your order number, which can be found in the order confirmation email you received when your order was placed
Return reasons
If your reason for returning the poles is related to adjustment or difficulty using or walking with them, we encourage you to contact us at info@urbanpoling.com or at 1-877-499-7999 #1 before returning the product. We may be able to assist you with an adjustment or use and resolve the issue without requiring a return.
Once we locate your order, we will provide you with the appropriate return address. We will select the return warehouse closest to your location whenever possible.
Please do not ship your return until you have received the return address from our team.
2. Ship your product back to us
Customers are responsible for the cost of shipping the product back to our warehouse.
A copy of your original receipt or order confirmation showing the purchaser’s name and order number must be included with the returned merchandise.
All merchandise being returned or exchanged must be received by us within 60 days of purchase.
Once you have shipped your return, please email the tracking number to orders@urbanpoling.com. Providing tracking information allows us to follow the return and helps us process your refund as quickly as possible.
Once the returned merchandise has been received at our warehouse, please allow up to 5 business days for us to process your refund.
Your refund will include:
The purchase price of the returned merchandise
Applicable taxes paid on the merchandise
Original shipping charges are non-refundable, except when the return is due to a shipping error or manufacturer’s defect.
Refunds will be issued to the original method of payment.
Exchanges will be handled on an even exchange basis.
You are responsible for the cost of shipping the original merchandise back to us. Urban Poling Inc. will cover the shipping cost to send the replacement merchandise to you.
If your return or exchange is due to a shipping error by Urban Poling Inc. or a manufacturer’s defect, you will not be responsible for the return shipping costs.
In these cases:
Return shipping charges will be covered by Urban Poling Inc.
Any original shipping charges you paid will also be refunded to your original method of payment.
Please contact orders@urbanpoling.com before shipping the product so our team can provide you with the appropriate return instructions.
Limited Warranty
Urban Poling Inc. (“us”, “we”, or “our”) warrant that if any of our outdoor fitness equipment* (the “Goods”) fail due to defects in workmanship or materials, within two years from the date of purchase (the “Warranty Period”), we will, in our sole discretion, either: (i) repair or replace such Goods (or the defective part), or (ii) credit or refund the price of such Goods. THE FOREGOING IS YOUR SOLE AND EXCLUSIVE REMEDY AND OUR ENTIRE LIABILITY FOR ANY BREACH OF THIS LIMITED WARRANTY.
*ACTIVATORS POLES AND ACTIVATOR 2 POLES have a 01 (one) year limited warranty.
*SERIES 300 AND 4LIFE POLES have 02 (two) years limited warranty.
*SPIRIT POLES AND ADVENTURE POLES have 02 (two) years limited warranty.
This limited warranty does not extend to Goods that have been damaged or rendered defective: (a) as a result of vandalism, misuse, or abuse; (b) by the use of parts not manufactured or sold by us; (c) by modification of the Goods by anyone other than us; or (d) as a result of service by anyone other than us or one of our authorized warranty service provider.
EXCEPT FOR THE WARRANTY SET FORTH ABOVE, WE MAKE NO WARRANTY WHATSOEVER WITH RESPECT TO ANY PRODUCT WE SELL AND ANY COMPONENTS OR MOVING PARTS THEREIN, INCLUDING ANY (a) WARRANTY OF MERCHANTABILITY; (b) WARRANTY OF FITNESS FOR A PARTICULAR PURPOSE; OR (C) WARRANTY AGAINST INFRINGEMENT OF INTELLECTUAL PROPERTY RIGHTS OF A THIRD PARTY; WHETHER EXPRESS OR IMPLIED BY LAW, COURSE OF DEALING, COURSE OF PERFORMANCE, USAGE OF TRADE OR OTHERWISE.