Customer Service

What are your Customer Service hours and phone number?

Urban Loft Customer Service team can be contacted Monday – Saturday 10:00am-6:00pm EST, at 1-888-803-4230 or by emailing to info@maduriinteriors.com

Can I place an order by US Mail?

We are happy to accept your order through the mail. To process your order, we will need the following information:
Name
Address
City / State / Zip
Home Phone Number
Work Phone Number (optional)
Email Address
Quantity and Model #

Please make check payable to Urban Loft and mail to:
Urban Loft by Maduri
Attn: Sales Department
Urban Loft @ Homespot
52 Paseo Covadonga
1st Floor Booth 14
San Juan PR 00901

Can I place an order by phone?

To protect our clients from potential identity and/or credit card fraud, Urban Loft only accepts mail and online purchasing orders.

How do I know you received my online order?

You will receive confirmation from us by email as soon as your order is received and also when your order has been shipped. If you don't receive a confirmation, you may submit and inquiry by writing to sales@maduriinteriors.com. You can also reach us at 1-787-793-0404 Monday - Saturday from 10:00am – 6:00pm EST if you don't have an email address.

What if my order arrives damaged?

If an item is received damaged, do not refuse the item. Determine the extent of the damage and note this with the delivery person and on the delivery invoice, then call or e-mail sales within 24 hours of receipt of the item. We will file any damage claims necessary and get the necessary replacement parts sent out to you ASAP.

You are responsible to save the damaged items either until someone comes to pickup or inspect the damage, at our discretion. If you refuse the item, you will be responsible for the return shipping and the shipping of any replacement items (this will be the actual shipping cost) plus restocking fees of 30%.

Please understand furniture is bulky and relatively difficult to transport. Despite careful attention to your product’s handling, damages may still occur on rare occasions. If there is a problem with your furniture during delivery, you can contact one of our Customer Service Representatives. They are available to take your call Monday-Saturday 10:00am-6:00pm EST.

How can I cancel my online order?

You may cancel your online order without penalty if done within the first 24 hours after the original purchase date by submitting your cancellation to: sales@maduriinteriors.com. Due to inventory restocking costs, cancellations after such date may cause forfeiture of your deposit.

Delivery and Shipping

Expedited Delivery: Any time specified shipping methods (example: overnight service) are only guaranteed to ship by the day agreed. We have no control and therefore make no promises or guarantees as to the delivery company performing as it promises.

Delivery Method: All deliveries will be made by a shipper chosen by Urban Loft. If the customer specifies a delivery company, we will attempt to use that company. If for reasons of size, weight, timing, or any other reason determined by our shipping department, the package may and/or will be shipped with a shipping company of the shipping department's choosing.

Delivery will be made by the shipper's normal delivery method. UPS, for example, will deliver to your door and, if no one is home, and the shipper has a policy not to leave packages without a signature, the delivery may be rescheduled, yet UPS and many other shippers will not set up an exact time to meet you at your door. Many oversize items (too large for UPS) will be sent via delivery truck that will only get the item to the 'sidewalk'. You will need to carry the item into your home. This is common in areas with 'High Rise' buildings. The delivery company will only give a time period, which sometimes can be an entire day. You will have to make arrangements to receive the package or have someone at your home or business to receive the package.

Please note that UPS and many other delivery companies charge a surcharge for Saturday deliveries; if you would like to arrange a Saturday delivery please email for additional pricing. If the recipient is notified of a delivery date, and the recipient is not there to meet the shipper and accept the package, the recipient will be responsible for any and all 'redelivery' charges that may apply.

**ONCE DELIVERY OF FURNITURE CASED GOODS HAS BEEN MADE, UNWRAPPED, ASSEMBLED AND THE REALEASE FORM HAS BEEN SIGNED NO RETURNS WILL BE ACCEPTED FOR DAMAGES.**

**ALL CLEARANCE PRODUCTS PURCHASED FROM THIS WEBSITE CANNOT BE RETURNED.**

What are my shipping fees?

For an estimate please contact our Customer Service Department during business hours at 1-787-793-0404 or at sales@maduriinterios.com

Where does Urban Loft by Maduri deliver?

Urban Loft delivers anywhere in continental United States, Canada, Puerto Rico, and U.S. Virgin Islands.

How long will it take to deliver my order?

 In most cases, your order will arrive at your home or business in about two weeks or less from the time the order is placed. Please note, however, that this is not guaranteed. We guarantee that your items will ship within 4 weeks except for items that have a stated shipping time of more than 4 weeks. Please see our policies for complete details. Once your order ships we will forward the tracking information through email.

Can I track my order?

Yes. All UPS deliver orders may be tracked at www.maduriinteriors.com.

What are my shipping options?

For deliveries in Puerto Rico weighing less than 150lbs, Urban Loft uses the services of UPS. For heavier and large merchandise, Urban Loft uses local delivery trucks to ship the majority of our furniture. For smaller items like decorative accents, Urban Loft offers UPS Standard Ground Shipping. Continental U.S. Shipments If your package is lost or damaged, please e-mail us at sales@maduriinteriors.com or contact our Customer Service Center at 1-787-793-0404. At this time we are unable to ship to APO/FPO or P.O. Box addresses. (Please note: Unfortunately, Maduri Interiors does not cover shipments made using your shipper identification account.) Signature For your protection, all 2nd day and Priority shipments require a signature at the delivery point. Ground deliveries may not require a signature for delivery.

Will I be contacted regarding my delivery?

Yes. After your purchase has been made and approved, you will receive an order confirmation via e-mail. The order confirmation will include the items you have purchased, your monies paid, delivery date, shipping and billing addresses and a confirmation number. You will also receive a phone call 48 hours prior to your delivery date confirming your delivery.

If you need to change your delivery date please contact one of our Customer Service Representatives. They are available to take your call Monday-Friday 10:00am-6:00pm EST. Please remember to report all problems immediately so that we can correct the problem in a timely manner.

Will you help me setup my furniture?

This service is included as part of the delivery fee. Your furniture is delivered from our truck, to the inside of your home and then it is set up for you, with the exception of occasional tables (including coffee tables, end tables, and sofa tables). Please call for details.

Will my furniture need assembly?

Some occasional tables (including coffee tables, end tables, and sofa tables) will need some assembly. All other furniture is delivered fully assembled. Assembly is usually required; most house hold items require assembly. Assembly is usually very easy and requires normal tools such as screwdrivers, wrenches and other tools typically found around the house. Urban Loft provides assembly assistance for a nominal fee.

General

Do you have traditional retail stores?

Yes. At Urban Loft we feel that seeing and touching the furniture in real life is an important part of the furniture buying experience. Please contact us for an appointment.

Can I view furniture from online in a real store?

Some products that we sell online are available at the studio. If you would like to visit the studio with the products that you want, call and ask about the specific product you are interested in.

My Account

How do I create an online account?

To create an account with maduriinteriors.com, you must register and enter your basic account information. We will need your First Name, Last Name, e-mail address, a user id that you select, and a password that you enter. Once we have this information, you are registered and we will confirm this with an e-mail.

If you need help creating an account during the registration process, please call our Online Support Staff. The next time that you log on, please use the user id and password that you selected during the registration process.

How can I get my online account password?

If you forget your password, click here to enter your registered email address. We will send your registration information to this address. For your safety, this password should be changed in the registration section once you are logged in.

How do I get on/off your mailing list online?

To add or remove your name from the Internet mailing list you must first be a Registered User who has successfully completed the online Login Process. Once you are logged in to your account, you may select the Change My Profile option and deselect the two options below:

  Please send me your newsletter

  Send me information on upcoming sales and specials.

Enter your password, and click 'OK'

Payment

Pricing and Availability Policy

If an item's correct price is higher than our stated price, we will, at our discretion, either contact you for instructions before shipping or cancel your order and notify you of such cancellation. After we have received your order, we will also inform you if any items in your order prove to be unavailable.

Can I pay by check or money order?

If you would like to pay by check or money order (post office, bank, 7-11 etc.) please follow the instructions for US mail orders. Go to our web site and fill out the online order form but do not push the submit button, instead print the form. If you can't print the form, just copy the information onto a piece of paper. Send this with your payment Urban Loft Urban Loft @ Homespot,52 Paseo Covadonga,1st Floor Booth 14,San Juan PR 00901.

Does Urban Loft offer financing?

Currently we are not offering financing.  We are working to be able to provide this service to our customer sometime near in the future.  

How do I pay for my purchase?

We offer our customers several convenient payment options. We accept most major credit cards including ATM, MasterCard, Visa and American Express. You can also pay by money order or cashier’s check. Purchase orders are only accepted from government agencies and established companies for amounts over $1000.00. Online purchases are paid in full upon order.

How is my Credit Card Processed?

All credit card payments are processed through our parent company, Maduri Interiors, Corp and will be displayed on your credit card statement as such. In the event a credit card does not process for any reason, we will, at our discretion, both void the order and notify the customer or process the order at a later date or process the payment in multiple smaller amounts until the item is paid in full. Items cannot be shipped until payment in full has been collected.

How to correct a billing error?

Any errors or omissions will be corrected and either billed or refunded to the customer as necessary. If an order is incorrect, it is the responsibility of the customer to notify us within 24 hours of our sending the order confirmation email to the customer. If the customer does not notify us within that time, the customer will be responsible for the order. If the customer does not give his/her email address, the email address is incorrect or the customer does not receive the email for any reason, the customer waives his/her right to correct an invoice.

Online pricing and availability

 Prices, specifications and availability of products are subject to change without notice. Web, e-mail offers and other advertisements are subject to correction. Internet orders generate an automatic confirmation and response e-mail. These automatic confirmations and response e-mails are subject to correction prior to delivery due to errors, changing market conditions, product discontinuation or unavailability, typographical errors, or any other reason. Our internet pages are an invitation for you to make us an offer to buy the items described; our delivery constitutes our acceptance of your offer. All orders placed over $2,000 (US) must obtain pre-approval with an acceptable method of payment, as established by our credit and fraud avoidance program. We will notify you of any corrections or changes and ask for your approval before we complete your order. We will not complete your order until we have your approval. We reserve the right to limit sales, including the right to prohibit sales to resellers, even after we have received and confirmed your order. Published prices do not include shipping, sales tax and insurance.

What forms of payment does Urban Loft accept?

Urban Loft accepts ATM, VISA, Master Card, and American Express.

If your shipping address is different from your billing address, Urban Loft requires that this address be listed on your credit card account as an alternate address for shipping purposes only. You can contact your credit card company by calling the 1-800 numbers on the back of your credit card. Urban Loft requires the "ship to" address to match the "bill to" address or the alternate address of your credit card to protect our customers from credit card fraud.

Do you have Credit Card Fraud Protection?

Yes. Urban Loft protects your credit card information by encrypting your information before it is transferred to the authorization center. After your information has been authorized it is then encrypted again before it is transferred back to www.maduriinteriors.com and/ or www.urbanloftpr.com to display your authorization status.

What is your policy regarding International Credit Cards?

Urban Loft will accept International credit cards for online purchases only after a Urban Loft customer representative validates the customer identity.  Items may be added to your shopping cart, but no sale will be final or processed until id verification. Please contact us for more details.

Does Urban Loft charge sales tax on purchases?

Urban Loft is required by law to collect sales tax on all purchases

If you are a tax-exempt customer where the product will be shipped, please call us at 1-787 – 793-0404 (Monday - Friday 10 a.m. - 6 p.m. Eastern Time) to pre-qualify. Our representatives will be happy to walk you through the process. For your convenience, your information will be kept on file for future purchases.

Privacy and Security

Is your site secure?

Yes. Urban Loft has taken the extra step to insure that your credit and personal information is secure.

Will you sell my information?

No. The information that Urban Loft collects will not be sold to a third party. Your information is used by Urban Loft to better our site and make it more convenient for you, our valued customer.

Do you use cookies?

Yes. We use cookies to make our site convenient and not for solicitations.

Products

What is a complete bed vs. Headboard/Footboard?

When you purchase the 'complete bed' you are getting a headboard, footboard and the bed frame that the mattress and foundation rest on. If you order just the headboard and footboard, you will need either metal side rails or a metal bed frame that has brackets for both the headboard and footboard. Our complete bed comes with a very sturdy bed frame which is stronger and recommended over just metal side rails.

Can you send me a color sample?

Sorry, we don't have color samples to send out. Our color photos of the products we sell are true to color in that we don't alter a color or try to enhance it. However, the setting on your monitor may affect the appearance of the color. If you absolutely, positively must have an exact match, we recommend that you shop at your local retailer. While you probably won't get a great price, at least you will be able to match your colors exactly. But please keep us in mind later, when color matching is not an issue.

Who is the manufacturer of your items?

Our items are purchased through major manufacturers throughout the world. We have agreements with these manufacturers that we will not divulge the name or product ID's in exchange for allowing us to sell the items online for the low prices we charge. However, when you receive the products, they will show the vendors name on the box.

Where can I get more information on specific merchandise?

If you would like more information regarding a specific piece of merchandise please call, during normal business hours, at 1-787-793-0404 or email us at sales@maduriinteriors.com. If you choose to contact us via email, remember that you will receive a response within one to two business days.  

Are the furniture packages shown online the same as in the Stores?

The packages that we offer in our studio are a sample of what we offer online.  

Do you have a printed catalog?

Our selection of merchandise is constantly changing, so keeping a paper catalog updated is extremely difficult. Through the magic of the Internet we feel we have found the best way to keep you informed. Any change we make to our “virtual showroom” is instantaneous, so you are guaranteed the most current information regarding our selection of merchandise, options and price.

All references to size, weight, construction and color are approximate. We are not responsible for typographical errors. Descriptions may refer to finish and/or actual construction materials. We reserve the right to substitute identical items from alternate vendors for any out of stock items. For more detailed information e-mail sales@maduriinteriors.com.

Technical

Is the Urban Loft eShop site secure?

Yes! Security remains the primary concern of on-line consumers, and here at Urban Loft we have taken the necessary steps in securing your online information. We have implemented secure connections on your Checkout Process, as well as your Account Information.

What kind of browser do I need to order from your site?

To make purchases online from this site, we recommend Netscape Navigator or Internet Explorer versions 4.0 and higher. Please be sure that JavaScript and Cookies are enabled; both are required to complete online transactions. In addition, we recommend that you set your monitor to an 800x600 pixel resolution or higher to best view the entire site.

Customers using WebTV may have a problem viewing our site at this time.

To upgrade your browser, please click the links below for free downloads.

Having trouble viewing images in AOL?

In many cases this will correct the problems you may be experiencing with AOL.

AOL 4.0 (for IBM)

AOL 3.0 (for MAC)

Does the color of the physical merchandise differ from what is on the site?

Because settings on individual monitors vary, it is often hard for us to show the exact color(s) of each item. All images have been optimized to look their best on a variety of different platforms, browsers and monitors. If you have questions about a particular color of an item, you may wish to email or call our Online Support Staff.

What if I receive an error during checkout?

Because settings on individuals' browsers vary, along with a host of other conditions affecting online transactions, you may receive an error during our checkout process. We apologize for any inconvenience we may have caused you. Please call us at 1-787-793-0404 during store hours to complete your transaction.