SHIPPING
All orders, once payment has cleared, will begin processing within 24 hours. Once an order has begun processing, it is not possible for you, or us to edit it prior to shipment. Please make sure all information is input correctly before submitting your order.
We charge a flat shipping rate for Standard shipping (4-5 business days), that can also be upgraded to Expedited shipping (2-3 business days) for a fee. Once your order ships, you will be email with the tracking information. Due to our multiple fulfillment centers, your order may be shipped in separate shipments. Any order over $50 will receive free Standard shipping.
Lost by Carrier: We are not responsible for any errors made by the carrier. However, if you have not received your package after 7 days of the delivery confirmation email, please email customersupport@urbancrews.com and we will be more than happy to resolve the issue, if possible.
RETURNS
Please return all merchandise within 30 days of delivery. Any order being requested to be returned after the 30 day deadline may still be returned but will incur a minimum 15% restocking fee (percentage will vary based on condition of item returned).
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 refund.
Please note the following items are final sale and cannot be returned or exchanged: undergarments, earrings and all items marked Final Sale.
Return Shipping
Please do not send your purchase back to Amazon. Please include with your package a receipt of your purchase with your name and order number and send to:
URBANCREWS Returns Center
6940 ARAGON CIR STE 10
BUENA PARK, CA 90620
You pick up the shipping to get it back to us. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
If you are shipping an item(s) over $75, please consider using a trackable shipping service or purchasing shipping insurance. We are not responsible for any lost return packages.
REFUNDS
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. A separate email will be sent to notify your of approval or rejection.
If approved, your refund will begin processing within 24 hours and should complete within 2-3 business days. Depending on your financial institution, it may take up to 10 days for the funds to be returned to your account. Your funds will only be returned to the original payment method. Gift cards or store credit will not be issued in lieu of a refund.
There are certain situations where only partial refunds are granted (if applicable):
* Any item not in its original condition (visible/permanent damage and smells), is damaged or missing parts for reasons not due to our error.
* Any item that is returned more than 30 days after delivery
If you have not received your refund after 5 business days, please let us know and contact your financial institution for further assistance.
Sale items
Only regular priced items may be refunded. Unfortunately, sale items cannot be refunded.
EXCHANGES
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at customersupport@urbancrews.com and provide us with images showing the defect and/or damage. Once your exchange has been verified, you will be sent a pre-paid return label. Please include with your package, a receipt of your purchase with your name and order number. Upon receipt of your item, please allow 2-3 business days for processing and shipment and an additional 5-7 business days for delivery.
If you have any questions, concerns or comments please email us at customersupport@urbancrews.com.
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. Orders placed over the weekend will not be processed until 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 customersupport@urbancrews.com.
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
