Shipping & Terms FAQ's

Shipping, Payments, Returns

How long does shipping take?

Please see FEDEX GROUND shipping transit times below. If shipping is via LCL on a pallet we will send you a separate email with your order confirmation and tracking details.


How do you calculate my shipping charge?

  • All Orders received before 1pm PST are processed same day.
  • All Orders under 90 pounds ship via Fed Ex Ground. 

Consolidated Shipping Charges for Orders are calculated as follows:

Order Amount

Shipping Incurred

$0- $100

$15

$101-$150

$20

$151– $300

$30

$301– $450

$40

$451– 600

$50

$601– 1000

$60

$1001+

$70

Free Shipping Items excluded from all Shipping Charges. 

If some of your items qualify for Free Shipping but others do not, shipping charges will be calculated on the total order value less the Items which qualify for Free Shipping. 

Shipping of hazardous materials will incur additional charges:  

Single Gallon(s)

5 Gallon Pails

Hazmat Fee

1 – 4

1

$39

5 – 8

2

$78

9 – 12

3

$117

13+

4 +

$156

Max Hazmat Shipping of $156 on any size order.

Equipment such as hot and cold pressure washers incorporate engines containing oil and need to ship upright on a pallet.


Some items are crated onto the pallet prior to shipping as an added precaution.


The following Products incur a $120 LTL Pallet Shipping Surcharge:

EcoBlaster, Portable Pressure Washer | Item#: A1100

EcoBlaster Starter Pack | Item #: WB0230

Mi-T-M Hot Water Pressure Washers | Item #: A1010, A0091, A0092


Please note: Hazmat and LTL shipping requires a direct signature at delivery.


We reserve the right to use a variety of carriers to deliver product and will contact you to confirm the best shipping method available when your order is processed. 


Exact Freight Method and estimated delivery date will be confirmed via email. 


International Orders: Purchase through your local distributor or contact us at sales@graffitiremovalinc.com


This shipping policy is for internet orders processed through this website and applies to Mainland USA customers only. 


Please call us at 1-888-747-9247 or email sales@graffitiremovalinc.com to arrange best shipping method or ask any questions.

When will you ship my order?

Our working hours are Monday to Friday 8:30am – 4:30pm. All orders will be shipped within 24 hours.


Orders submitted before 2 pm PST will generally be shipped the same day.


Can you ship to my country?

Our online shipping rates apply only to the lower 48 United States. We can obtain great shipping terms with brokers for Hawaii, Alaska, Puerto Rico, and Mexico however we need to quote you in advance (to do this, please contact us). For any other Countries and territories please go to find your local distributor.


What is my tracking number?

Your FEDEX tracking number is sent automatically to you by e-mail when your package is shipped. If you haven't received your tracking number, please check your "junk folder" to see if your spam protection has trashed the message. 


If your tracking number is not in your junk mail folder you can contact us to receive it.


Where can I track my package?

Depending on which service your order was shipped with. You can track your package by following this link to FEDEX and entering your tracking number. Alternatively, contact us to inquire about the status of your LTL Freight. 


Please keep in mind tracking information for your package may not be visible during the first 24 hours of transit.


Is there a minimum order?

No, there is no minimum order!


Why am I being charged Hazmat Fees?

Fedex charge us an additional hazmat fee of $39.00 for shipping 5 Gallon pails of flammable products, and 1 Gallon bottles of MuralShield.


Our policy is to limit the quantity of Hazmat fees to 4 per order. Orders that include 4 or more hazmat items may ship via LTL freight on a pallet in order to avoid excess hazmat fees with FEDEX.


The following Products incur a Hazmat Fee:

  • MuralShield 1 Gallon, 5 Gallon Pails, and MuralShield Bundles
  • Bare Brick Stone & Masonry Remover 5 Gallon Pails
  • Sensitive Surface Graffiti Remover 5 Gallon pails
  • Heritage Graffiti Remover 5 Gallon Pails
  • World's Best Detergent 5 Gallon Pails
  • Feltpen Fadeout 5 Gallon Pails
  • Transgel 5 Gallon Pails

PLEASE NOTE: Hazmat shipping requires a direct signature at delivery.

Why am I being charged an LTL Shipping Surcharge?

 Equipment such as hot and cold pressure washers incorporate engines containing oil and need to ship upright on a pallet.


Some items are crated onto the pallet prior to shipping as an added precaution.

Equipment such as hot and cold pressure washers incorporate engines containing oil and need to ship upright on a pallet.


Some items are crated onto the pallet prior to shipping as an added precaution.

The following Products incur a LTL Pallet Shipping Surcharge:


PLEASE NOTE: LTL shipping requires a direct signature at delivery.

What kind of payment do you accept?

We accept payment via Visa, Mastercard, American Express, Discovery and Paypal. Purchase orders may be paid by check or bank transfer.


If you'd like to pay by PO, please contact us.


How do you ship your products?

Orders within the continental United States are shipped FEDEX GROUND or via LCL Ground freight only. 


Urban Restoration Group US Inc. reserves the right to change shipping methods as appropriate depending on the freight load and destination.


Can you deliver to a PO Box?

FedEx Smart Post can deliver to a PO Box. However, a PO Box will not accept any packages that are hazmat and require a signature for delivery. Please note that transit times can take a lot longer using Smart Post, and an exact delivery date cannot be guaranteed.

Shipping Correction and Changes

Please reach out to sales@graffitiremovalinc.com to inquire about any shipping corrections. FedEx shipping correction(s) may incur an $18 charge. LTL shipping correction(s) will be charged according to carrier.


Cancel an order

If you decide to cancel your order after the payment has been made, but before shipping, you will be not be charged a cancellation fee. Cancellation of an order after it has been shipped will likely incur freight charges and a 10% restocking fee.


Missing items?

If you believe you were missing items from your order, contact must be made within 10 calendar days of receiving your order to be eligible for exchange or refund so we may investigate.


My package is late, what to do?

Depending on which service your order was shipped with. You can track your package by following this link to FEDEX and entering your tracking number. Alternatively contact us to inquire about the status of your LTL Freight. 


Please keep in mind Tracking information for your package may not be visible during the first 24 hours of transit.


Can I return an item for exchange or refund?

Sure! We will try to make every effort to ensure you have the best possible products for your job every time. 


See Refund Policy here. If you feel you need to exchange products or return them for a refund please contact us to discuss the best solution.


Still can't find the answer you're looking for?

Contact Support

Need service or support? 

Start your request online here.

Or call us at 1-888-747-WBGR


Browse Our Other Resources

Visit our Expert Advice page. 

Visit our Demo Gallery.

Download our Catalog here.

Request TDS/SDS Forms

Find Technical Data Sheets (TDS) for each of our products in their products details page. 


If you'd like to request Safety Data Sheets (SDS), please start your request online here.