About Pre-orders

A pre-order allows you to reserve an item that is temporarily out of stock, or a new item that has been launched but has not yet arrived. You can still place your order, and once received, we will email you with the estimated shipping date. When your item(s) arrive at our Auckland warehouse, we’ll notify you by email that they are ready for pick-up or delivery.

When you pre-order, we also guarantee the original purchase price will be locked in—even if prices change later.

About Backorders

Backorder means some of the items are temporarily out of stock and will be shipped at a later date. Once your order is placed, we’ll email you an estimated shipping date for the backordered items.

Backorders and pre-orders are processed in the same way. Both follow our standard fulfilment timelines and policies as set out below.

Split Orders

If your order includes both in-stock and pre-order items, you have two options:

• Split Delivery: Receive the in-stock items first and the pre-order items later.
  Note: You may be asked to pay an additional delivery fee if the shipping paid does not cover both deliveries.
• Single Delivery: Wait to receive all items in one shipment, with only one delivery fee applied.

Cancelling a Pre-order

If you decide not to proceed with the pre-order item(s), you may cancel:

• Call us at 09-570-9687
• Email us at info@urbansales.co.nz

We’ll arrange a refund for the cancelled item(s) back to your original payment method.

Pre-order Timeframe

We receive new shipments every week at our Auckland warehouse. Please refer to the ETA (Estimated Time of Arrival) date provided on the product page, at checkout, or in your confirmation email.

Cancellation Policy

Cancelling a pre-order requires time and resources. Please review the table below to understand which orders are eligible for cancellation and refund:

Pre-Order Type	Description	Can the order be cancelled and refunded?
Pre-order – In stock soon	This item is expected to arrive at our Auckland warehouse soon. The date shown is an estimate and may vary slightly depending on delivery processing.	Yes
Pre-order – Available to order	This is the estimated time stock will arrive at our Auckland warehouse after your order is placed. Delivery timing is based on typical supplier lead times.	No

For full details, please refer to our Terms & Conditions.

Important Notes

We know timely delivery is important to you, and we do our best to avoid delays. However, delays may occur due to circumstances such as:

• Customs inspections or container x-rays
• Adverse weather conditions

If delays happen, we’ll notify you via email with revised delivery dates.

If a product becomes unavailable, discontinued, or delayed beyond expectations, we’ll contact you to offer alternative options. If you're not satisfied with the options provided, you may cancel the order and receive a full refund for the affected items.