Frequently Asked Questions

Please read our FAQ before sending us a message.

What are the delivery charges for orders from the Online Shop?
Delivery charges for Domestic Orders start at $6.45usd for USPS Priority Mail Delivery charges for International Orders start at $24.95usd for USPS Priority International Mail.
Which payment methods are accepted in the Online Shop?
We accept all major credit cards American Express, Discover, Mastercard, Visa as well as Paypal.
How long will delivery take?
Once item is shipped from our warehouse it normally takes between 3-5 business days for Domestic orders and 1 - 2 weeks for International Orders depending on Country & local Custom Agency.
How secure is shopping in the Online Shop? Is my data protected?
All online transactions are done via Paypal SSL (secure socket layer) which encrypts all data being transmitted over the web for a 100% secure online transaction.
What exactly happens after ordering?
Once order is placed you will get an email notification receipt with all information pertaining to your order. Our staff will then process your order and provide you with shipping / tracking information once your order is shipped which you can track online via www.usps.com website.
Do I receive an invoice for my order?
Yes our system automatically generates an invoice and sends via email after every successful online order. 
Why is my international order taking so long to be delivered?
International orders shipped via USPS First Class International varie in delivery times. In some cases First Class International orders can be delivered in about a week’s time but in other cases it can take up to three weeks to a month to be delivered. Please note that custom also can hold your packages for inspection which can delay delivery time. If you have any questions please feel free to contact us at support[at]urbanwrist.com.
Why I'm I not able to track my order which was shipped internationally?
If you order was shipped via USPS First Class International there is no way to track your order. USPS only provides tracking on International orders that were shipped via Priority and or Express International. If you select First Class Internationally we are NOT responsible and NOT accountable for items not being delivered in a timely fashion and or delivered at all. It is the sole responsibility of the user / customer to pay for adequate courier services deemed appropriate for their shipping destination.
Do I have to pay custom tariff / taxes on my international order?
Yes, all items shipped internationally are subject to tariff / taxes by your local custom agency.
I never received my order although it says it has been delivered
If your shipping status states your order has been delivered but you don’t have possesion of your package one of three things may have happened. Your package was left outside your door and there may have been a possibility of one of your neighbors grabbing it by mistake The shipping address you provided was incorrect and your item was shipped to a different location It was delivered to the front desk / mailing room and it still has not been routed to you. If you are unable to track / trace your package please notify us emmidiately at support(at)urbanwrist.com.
A shipping notice was left on my door, what do I do next?
If you receive a notice, that means our courier made a delivery attempt but no one was present to receive the package. If that is the case, for USPS deliveries go to your local post office with photo I.D. and notice that was left on door to retrieve package. For Fedex, they will attempt to deliver your package again the next day. Two failed delivery attempts via Fedex will result in the package being sent back to us.
The shipping package has been tampered with and there is no product(s) inside, what do I do?
If your shipping item has been tampered with please notify us emmidiately at support[at]urbanwrist.com. We will send out another package to you within 24 hours of claim being made at no charge to you. We will require tampered material to be returned to us which we will pay shipping for as evidence to follow up and open a claim against USPS and or Fedex.

Send us an email

You can contact us directly at 213.559.2258 9am PST – 5pm PST or send us an email at support@urbanwrist.com.