Find helpful resources and clear answers to the questions we hear most often. If you couldn't find what you are looking for, don't hesitate to Contact Us
Shipping
What are your shipping options and rates?
We uses carrier-calculated rates. Rates are calculated automatically at checkout based on destination and selected service.
Our carriers include Purolator, Canada Post, and FedEx. Should you like to request a specific carrier, please let us know before placing an order.
Do you offer expedited shipping?
Yes. Expedited shipping are available upon request. Please reach out to us and we'll get back to you.
Do you ship internationally or to the U.S.?
Yes. We ship worldwide. For US orders, please visit our US store at www.urf-us.com to place your order.
How are high-value orders shipped?
For higher-value orders, we may require signature confirmation and additional shipping insurance. Orders requiring special handling may be quoted separately.
Do you ship partial orders if some items are unavailable?
Yes. If an order must be shipped in multiple parts after it has been placed, URF will be responsible for any additional shipping charges incurred as a result of the partial shipment.
Orders
When will my order ship?
In-stock items will ship within 1 business day. If a shipment delay are to occur, we will contact you immediately.
How can I track my order?
Once your order ships, you will receive a shipping confirmation email with tracking information. You can also log into your account to view your order status.
What should I do if my order hasn’t arrived?
If your tracking has not updated or your package appears delayed, please contact us and we will help investigate with the carrier.
Can I change or cancel my order after placing it?
If your order has not yet shipped, we will do our best to accommodate changes or cancellations. Please contact us as soon as possible.
Once an order has shipped, it can no longer be changed or canceled.
Inventory & Pricing
What is your product lead time?
Products listed as in stock and available for purchase are typically ready to ship from our warehouse within 1 business day.
If you are interested in a custom order or a product that is not currently listed on our website, please contact us and we will be happy to provide an estimated lead time.
Do you offer discounts for large orders?
Yes. For volume pricing or recurring orders, contact our sales team for a custom quote.
What happens if an item is out of stock after I placed my order?
If the item was in stock at the time you placed your order, we will ship it no problem.
If it happens to be out of stock, we will inform you about the latest details and work out a solution. Whether it's waiting for the item to be restocked, choosing an alternative product, or making a refund.
Custom & Special Orders
Can I request a custom solution or connector configuration?
Can I request a custom solution or connector configuration?
Do you accept purchase orders?
Yes. If your school, lab, company, or facility requires purchase order procedures or specific supporting information, please contact our sales team and we will do our best to assist with the process.
Is there a minimum order quantity or minimum order value?
We do not require a minimum order quantity or minimum order value for standard catalog products. For custom orders, please contact us for details.
Products & Support
How do I find the right product for my needs?
You can browse our products by category, specification filters, or part number. If you are unsure which product is right for your application, please contact us and we will help you identify a suitable solution.
Where can I find detailed product specifications or datasheets?
Each product page includes technical specifications and, where available, downloadable datasheets. If you need additional information that is not listed, please contact our sales team.
Do you offer samples or demo units?
We do not offer samples or demo units at this time.
What should I do if a product isn’t performing as expected?
Please contact us right away at support@urfinc.com. We will help troubleshoot the issue and, if necessary, assist with a return or replacement in accordance with our policy.
Payment & Billing
What payment methods do you accept?
We accept major credit cards, including Visa, MasterCard, and American Express, as well as wire transfers. For large or custom orders, please contact us directly to discuss payment options.
Do you offer NET payment terms?
Our standard payment terms require payment in full at the time of order. If you would like to request NET payment terms, please contact us at sales@urfinc.com to discuss available options.
Can I pay by wire transfer?
Yes. We accept wire transfers. Please reach out to our sales team for payment instructions.
What currency will I be charged in?
All prices and payments are in U.S. dollars (USD).
Can I update my payment method after ordering?
If your order has not yet shipped, we may be able to update your payment method. Please contact us as soon as possible at sales@urfinc.com.
Tax & Duties
Do you charge sales tax?
Sales tax is applied to orders shipped within applicable Canadian provinces, in accordance with local regulations.
Can I place a tax-exempt order?
If you’re a reseller or tax-exempt organization, please contact us before placing your order and provide a valid resale or exemption certificate. We’ll process your order manually to ensure the correct tax handling.
Who is responsible for duties and import taxes on international orders?
Customers located outside of Canada aside from the U.S. are responsible for any applicable import duties, taxes, or brokerage fees charged by customs.
Returns & Exchanges
What is your return policy?
All returns require prior authorization and a valid RMA number.
Claims for defective or incorrect items must be submitted within 7 days of delivery. Customer-initiated returns, such as ordering the wrong item, must be requested within 30 days of receipt. To be eligible for return, items must be unused, in their original packaging, and include all accessories.
If the return is due to our error, we will cover return shipping costs. Otherwise, the customer is responsible for all return shipping charges.
Please note that shipping damage must be reported directly to the carrier. For full details, please see our Return Policy.
How do I request a return?
Please contact us at support@urfinc.com with your order number and reason for return. If your return is eligible, we will provide return instructions and an RMA number.
Do I need an RMA (Return Merchandise Authorization) number to return a product?
Yes. All returns must be authorized in advance and include a valid RMA number. Returns sent without prior authorization may not be accepted.
What if I receive a damaged or incorrect item?
If you receive an incorrect item or believe your item is defective, please contact us within 7 days of delivery at support@urfinc.com.
If your shipment arrives damaged in transit, please report the issue directly to the carrier and contact us as soon as possible so we can assist.
Warranty
What is your warranty policy?
We provide a standard 12-month limited warranty from the date of delivery to the original purchaser for products manufactured and/or branded by URF, covering defects in materials and workmanship under normal use.
Please note that cable assemblies are excluded from this warranty unless otherwise expressly stated by URF. This limited warranty also does not apply to third-party products not manufactured or branded by URF.
Please refer to our Terms of Service for full warranty details.
Account & Website
Do I need an account to place an order?
No. You can place an order as a guest. Creating an account allows you to save your information, view past orders, and make future purchases more easily.
How do I create or edit my account?
You can create an account or update your account information at any time through the account section of our website.
How do I view my order history or reorder a product?
Log into your account to view your previous orders. To reorder a product, simply add the item to your cart again.
Is your website secure?
Yes. Our website is hosted on Shopify and uses industry-standard SSL encryption and secure payment processing to help protect your information.
