Frequently Asked Questions (FAQ) – URBANCREWS

Frequently Asked Questions (FAQ)

If you have any questions, concerns or comments please email us at

We are open Monday to Friday between 9-6pm PST and are closed on all national holidays.


Which international countries do you ship to?
Unfortunately, we do not provide international shipping at the moment. We only ship in the United States.

How soon will I receive my order?
The cutoff time for order delivery is by 9 AM PST. Once payment and orders are cleared, it will begin processing within 24 hours. Please allow up to 48 hours for your order to update. Orders placed over the weekend may be processed the following business day. Standard shipping will arrive in 4-5 business days and the upgraded Expedited will arrive in 2-3 business days. Due to carrier capabilities, Hawaii and Alaska will take an extra day or two for delivery.

Some items may not be eligible for Expedited shipping when shipping to Hawaii or Alaska. For those items, any order that has purchased the upgraded shipping will be refunded the difference and be shipped via Standard shipping.

When will I know my order has been shipped?
Once your order has been packed and shipping label has been generated, we will email you the tracking information.

Can I change my order once it’s placed?
Once your order has been placed and confirmed, it’s not possible for you, or us, to change it prior to dispatch. Please ensure all your information is correct before submitting your order. If your order is not yet shipped out, contact us and we will cancel your previous order, so that you can reorder the correct item.

Can I get a refund or make an exchange?
If you would like to get a refund, items must be in their original condition and sent within 30 days from receipt. For a refund, products must have all tags attached and cannot be worn, washed, or altered. Products with missing tags will be considered worn and will not be considered for a refund.

We only provide exchanges if the items were defective or damaged upon receipt.

Please request for refund/ exchange by emailing us at

What happened to my other items?
They are in transit. Some items are shipped separately from Fulfillment by Amazon (FBA) Center. Currently, multiple tracking numbers are unable to be linked to our shop via this FBA integration. This issue is in the process of being fixed. We apologize for this inconvenience. 

Is there a restocking fee?
Products must be in its original condition, unworn and unwashed. If your return does not match the condition as stated in your original claim, your return may be subject to a restocking fee of up to 40%. If your order is returned to us due to incorrect/insufficient address, we reserve the right to withhold shipping charges from your refun

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