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:

  • Visa
  • Mastercard
  • American Express
  • Maestro
  • PayPal
  • Google Pay
  • Shop Pay

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?

Orders can only be cancelled within 1 hour after payment. After this time, orders are automatically processed and cannot be cancelled.

How can I contact customer support?

Our support team is happy to help!

Contact Details

Shop name: Urban Maple
Address: Business Park IFZA 36600 - 001, Dubai, United Arab Emirates
Email: support@urban-maple.com
Phone: +1 416-555-0135

Customer service hours:
Monday to Friday: 09:00 – 21:00
Saturday to Sunday: 09:00 – 18:00