Save 25% on Custom Signs – Limited-Time Offer | Free Delivery on Eligible Orders | 24/7 Customer Support
Save 25% on Custom Signs – Limited-Time Offer | Free Delivery on Eligible Orders | 24/7 Customer Support
Customer Service Policy
CUSTOMER SERVICE POLICY
Last Updated: September 24, 2025
At UrbanSign Works, we are dedicated to providing exceptional customer service throughout your experience with us, from initial inquiry to after- sales support. This policy outlines how you can reach us and what to expect regarding our response times.
1. Support Availability
We are committed to being accessible to our customers. Our primary support channels are:
Email: info@urbansignworks.com
Phone: +1(307) 218-2699
Important Note on Availability: While you are welcome to contact us via email at any time, our standard customer service hours are Monday through Friday, 9:00 AM to 5:00 PM Mountain Time, excluding major US holidays. Calls and emails received outside of these hours will be addressed on the next business day. This ensures our team can provide thoughtful and effective support during dedicated hours.
2. Our Commitment & Response Times
We strive to respond to all inquiries promptly and efficiently. Our target response times are as follows:
Initial Acknowledgment: We will acknowledge receipt of your email or voicemail within one business day.
Issue Resolution: We aim to provide a substantive response or resolution plan for most common issues (e.g., order status, billing questions) within 3-5 business days. More complex issues, especially those requiring investigation with shipping carriers or concerning custom product defects, may take longer, but we will provide regular updates on our progress.
3. Scope of Support
Our customer service team is here to assist you with:
Pre-Sales Questions: Quotations, design consultations, and material information.
Order Management: Checking order status, updating details (if possible), and providing tracking information.
Billing & Payments: Answering questions about charges, invoices, and payment methods.
Post-Delivery Support: Assisting with and processing reports for damaged or defective items as outlined in our RETURNS & REFUNDS POLICY.
General Inquiries: Providing clarification on our policies and services.
4. How to Help Us Assist You Faster
To help us resolve your inquiry as quickly as possible, please have the following information ready when you contact us:
Your full name and contact information.
Your order number (if applicable).
A clear description of your question or issue.
For product-related issues, please have any relevant photos or documentation available.
5. Continuous Improvement
Customer feedback is essential to our growth. We periodically review our support interactions to improve our services and training. If you have feedback about your support experience, we encourage you to share it with us.
Contact Us
UrbanSign Works
📧 info@urbansignworks.com
📞 +1(307) 218-2699
Policy Updates
We may update these policies to reflect operational, legal, or regulatory changes. Updates will be posted here with a revised “Last Updated” date. Continued use of our site means you accept the updates.