Thank you for visiting shop.WeTheUrban.com. Kindly find the answers you need by viewing the FAQ topics below.

 Should you have any further questions, please feel free to reach us at cs@wetheurban.com. Hours of operation are 10 AM-6 PM EST.

 

RETURNS & REFUNDS

Unfortunately, due to COVID-19 safety restrictions, we cannot accept order cancellations, refunds, or exchanges. All WE THE URBAN sales are final.

What about if my item is wrong or damaged?

If your item is damaged or the incorrect item was received, please email us within seven days of receiving your order at cs@wetheurban.com. Please send us your name, order number, description of the issue, and please attach a photograph of the incorrect or damaged item received. Please allow three business days for a reply.

Defection is at the discretion of WE THE URBAN. Kindly note that colors may vary between product images and the physical good due to technological variances in screen quality. If WE THE URBAN deems the merchandise to be defective or there to be an error in the order, a complimentary return label will be provided and a full refund will be processed to the customer upon receipt of the returned item. Please ship the return within 7 days of receiving the label. Depending on your financial institution and method of payment, please allow up to 30 days for the refund to reflect in your account.

Questions?

If you have any questions about our returns and refunds policy, please get in touch with us: cs@wetheurban.com

Orders & Shipping

 

When will my order ship?

All orders placed after 10 am PST will ship out within 3-5 business days. All orders placed on Friday after 10 am PST will ship out the following week. Please note our warehouse is closed on all USA bank holidays. If your package hasn’t shipped yet, there is a chance we are experiencing delays, but we promise it will still get to you!

If you still haven’t received your order after 30 days, please reach out to us at cs@wetheurban.com so we can help you out. 

When will I receive my order?

Once your package has left our warehouse, your tracking information will be emailed to you. Make sure to check it daily.

Please allow up to 72 hours for your order to process. A tracking number will be provided upon dispatch of your order.

First Time Orders Policy

For security purposes, WE THE URBAN reserves the right to ship first-time orders to the cardholder’s verified billing address or work address. To avoid delays in receiving your order, please provide the correct billing and shipping information associated with your credit/debit card when placing an order. We recommend entering a shipping address where someone will be present to accept the order to ensure a smooth delivery.

COVID-19 shipping delays

All orders may experience COVID-19 shipping delays (more details below). If you purchased internationally and your order status hasn’t changed in 30 days from the last tracking update, we will consider the package lost. If you have further questions or would like to cancel your order, please email cs@wetheurban.com . WE THE URBAN is not responsible for carrier delays. We apologize for the inconvenience! 

Where are my items coming from? 
Our primary fulfillment center is in California. We have a secondary fulfillment center in North Carolina. Depending on which items you've purchased, you may receive a shipment from either, or in some cases both fulfillment centers.

Items ordered together may be shipped separately. Total shipping charges will be divided between all shipments, not necessarily evenly, but will not result in over charges.

WE THE URBAN is not responsible for any lost, misdelivered, or stolen shipments. The buyer assumes all responsibility of claims or correspondence with the shipping carrier. All shipment issues/claims must be handled through the initial couriers.

What carrier will my order be shipped with if it qualifies for free shipping?

Your orders will go out via standard domestic economy shipping.  

My tracking information says that my package was delivered, but I have not received it. Now what?

Please allow 48 hours before you reach out to cs@wetheurban.com for help. Our team will guide you on the next steps for the claim process.

What can I do if my item is stolen?
Once a carrier delivers your package, unfortunately, there isn’t much we can do on our end. We recommend taking a claim up with the delivery service to see if they will reimburse you.

COVID-19 shipping delays

We’re a small business, and we take additional precautions to keep our team safe and healthy at our fulfillment center. While we try to ship all packages out within 3-5 business days, our standard monthly fulfillment timelines may be delayed by up to 15 business days. We appreciate all the love and support as we work to get shipments out as quickly as possible with everyone’s safety in mind. 

Shipping timelines for domestic orders
All carriers are operating with an expected delay of an additional 1-2 days on top of already defined transit times due to COVID-19. Specific locations, especially larger cities, are experiencing further delays due to labor shortages. We cannot be held responsible for carrier delays. We apologize for the inconvenience! 

Current domestic shipping:

• Economy (8-10 business days)
• Standard (5-7 business days)
• Expedited (2-3 business days)

 

SHIPPING CHARGES ARE NOT REFUNDABLE UNLESS MERCHANDISE IS DAMAGED OR DEFECTIVE.

 

Shipping timelines for international orders
International orders are going to take a little longer to get to you. All international carriers are experiencing a general slowdown across the board regarding both shipping and tracking information, though the majority of packages are being delivered on schedule. Please allow 72 hours after fulfillment for tracking information for international packages to display correctly. WE THE URBAN is not responsible for carrier delays. We’re so sorry for the inconvenience.

***Please note International Express does not deliver to PO Boxes***

International Shipping

How long does it take to deliver to my country?

Delivery times depend on the destination country. An estimated delivery time and cost will be displayed during checkout. There is no guaranteed delivery date for orders sent via postal services. Delivery dates quoted at checkout are an estimation only. During busy periods, deliveries may take a little longer. Occasionally circumstances beyond our control, such as extreme weather conditions or customs inspections, can result in delivery delays.

 

How much will customs/import taxes be on my order? 
The amount of duties & taxes applied depends on the product type, value of the order, and the destination country. Unfortunately, since this is not a fee from WE THE URBAN, we do not have this information as all countries are different. 

The shipping cost goes towards shipping the item only and not towards any additional customs fees and taxes that may be charged for international delivery. The customer is liable for any additional customs fees and taxes necessary to receive the package.

 

Orders shipping to Argentina:

Argentinian government regulations do not permit multiple items of the same category to be cleared through customs without additional fees. If you place an order with three or more items of the same category, you will be contacted by our customer service team to either amend, cancel or proceed with your order. If you choose to proceed with your order, please note that you are liable for any additional charges beyond our control.   

Can I change or cancel my order?
If you received an email saying that your order shipped, we cannot cancel your order. It means it has already left our warehouse, and it is in the good graces of the carriers. Unfortunately we cannot process any cancellations or changes to orders once received.

Do you ship internationally?
The countries we DO NOT ship to are: 

Bhutan, Bangladesh, Brazil, China, India, Indonesia, Iraq, Laos, Mongolia, Nepal, Burundi, Cape Verde, Chad, Congo - Brazzaville, Congo - Kinshasa, Equatorial Guinea, Eritrea, Gambia, Lesotho, Liberia, Libya, Namibia, Portugal, Rwanda, Seychelles, Uganda, Fiji, French Polynesia, Kiribati, Norfolk Island, Samoa, Tonga, Vanuatu, Wallis & Futuna, Russia, Guernsey, Jersey (EU/UK), Isle of Man, Venezuela, Yemen, Egypt, Romania, South Africa, Indonesia, Mexico and Tanzania.

We apologize for the inconvenience and ensure you that we are working hard towards a solution to ship everywhere in the world. 

WHAT DOES WAITLIST MEAN? 
The item you wanted is out of stock, and you added yourself to our waitlist. Remember, a waitlist does not mean that the item will come back in stock and arrive on your doorstep. If the decision is made to bring this item back in stock, you will be the first to know via email. If you do not receive an email, it just means we are still deciding whether we want to bring this item back. We are always thinking of new ideas, so if it’s not this product, we hope you’ll like the next one!

Misc.

How can I contact you about my order?
Our community experience team is available Monday to Friday from 10 am - 5 pm PST. Please email us at cs@wetheurban.com  and allow us three business days to respond. We promise we’ll get back to you as soon as we can.

 

Do you have a discount code? 
At this time, we do not have any discount codes available. In the future, keep an eye out for unique collaborations and festive holiday offerings. If you sign up for our email newsletter, you might get an occasional surprise in your inbox.

Do you have gifting options?
We do not offer gifting options or custom messages at this time.