Our most frequently asked questions.

When will my order ship?

Orders are usually processed and shipped within 3 business days of purchase.

How long does shipping take?

Shipping times vary based on your location, as we do ship worldwide.

Estimated delivery times:

1~4 weeks (United States/Canada/Australia/United Kingdom/EU countries)
2~5 weeks (Other countries)

How do I cancel an order?

We are only able to cancel orders within the first 12 hours after the order is placed. After that the order has most likely been processed and is preparing for shipment or has been shipped. Once this takes effect, it's out of our hands. We apologize for any inconvenience this may cause, but we pride ourselves on prompt service and this includes getting your orders out as fast as possible.

What shipping carriers do you use?

We use major shipping carriers including USPS, Fedex, & UPS. Your package will be shipped via the best method available for your location and order size.

I entered the wrong shipping address.

If you entered the wrong shipping address, please email us as soon as possible and we will try to get the issue resolved before it gets to the shipping carrier. However, once the package leaves our facility it is then in the hands of the shipping carrier. We suggest you reach out to the shipping carrier to try to intercept or locate the package with your tracking number. We will not re-ship and order due to an incorrect address entered by the customer.

I can't find my order. Where is it?

If your package has been marked as delivered and you still cannot locate it, please allow 24-36 hours to ensure the shipping carrier will not make another delivery attempt. If the carrier is unable to deliver your package, please contact your local USPS, Fedex, or UPS center to arrange pickup or delivery. If you believe the package was stolen, please contact the shipping carrier to file a claim.

What is your return policy?

If there’s something wrong with your order (defective product, incorrect order, damaged order etc.), please contact us within 7 days from receiving your order and we’ll be happy to assist you reviewing the case and if it is approved we will be sending a replacement. Please do not return anything before we review the case, our customer service team will review the request and will send further instructions. UrbanTrademark reserves the right to deny any return request.

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