💡 Crafted with quality, backed by a comprehensive warranty.
Frequently Asked Questions
Quick answers to common questions
FREQUENTLY ASKED QUESTIONS (FAQ)
Welcome to the URBAN ZDH Help Center. Below are the answers to the most common questions regarding our architectural lighting products, shipping logistics, return frameworks, and payment options. If you need further assistance, please contact our support team.
Q: How much does shipping cost?
A: We offer Free Standard Shipping on all orders of $49.00 and above (before taxes and discounts). For orders totaling under $49.00, a flat-rate shipping fee of $4.99 will be applied at checkout.
Q: How can I track my order?
A: Once your order has been dispatched from our facility, you will receive a shipment confirmation email containing your official tracking number. You can input this number directly into our dedicated Track Your Order page to monitor your package's transit status in real-time. Please allow 24–48 hours for the carrier to update tracking tracking information.
Q: What is your return policy?
A: We offer a 30-day return window. You have 30 calendar days from the official delivery date to request a return. To be eligible for a full refund, lighting fixtures must be completely uninstalled, never wired, and in their original manufacturer's packaging (including all interior foam, structural inserts, and hardware).
Q: Who pays for return shipping?
A: Damaged or Incorrect Items: If your item arrives damaged or defective, URBAN ZDH takes full responsibility. We will provide a 100% prepaid return label or arrange a free replacement at zero cost to you. Please report shipping damages with photos within 48 hours of delivery. Customer Remorse (Change of Mind): If you wish to return a perfectly functional item due to a change of mind, size mismatch, or color choice, the customer is responsible for arranging and paying for the return shipping fees.
Q: When will I receive my refund?
A: Once your return is delivered to our facility, it undergoes a standard quality inspection within 3–5 business days. Once approved, a credit will be issued back to your original payment method. Depending on your financial institution, it typically takes 5–10 business days for the refund to officially post to your statement.
Q: What payment methods do you accept?
A: To ensure maximum secure processing, we accept major credit and debit cards issued from the following four authorized networks: Visa Mastercard Discover JCB
Q: Are there any hidden transaction fees?
A: Absolute transparency is our commitment. The final price displayed in your cart at checkout is the absolute total price you will pay. We never charge any additional payment processing surcharges, hidden handling fees, or convenience fees. All transactions are securely processed in US Dollars ($ USD).
Q: What are your operational business hours?
A: Our native customer support and order processing teams operate during the following business hours: Monday to Friday: 9:00 AM – 5:00 PM (EST) Please note that our offices are closed on weekends and major national holidays. Any inquiries sent over the weekend will be prioritized on the following Monday morning.
Q: How can I contact customer care?
A: You can easily reach our support compliance team through our verified business contact channels: Brand Name: URBAN ZDH Customer Support Email: support@mosouba.com Mailing Address: 1855 S Academy Ave, Sanger, CA 93657 Customer Support Phone: +1 (559) 875-5577