FAQ's
01 Can I add or remove items from my order once it is submitted?
02 Can I cancel my order after it has been placed?
03 Can I special order an item from a vendor you work with?
04 Can you ship my package internationally?
05 Has my return been processed?
06 How can I subscribe to the catalog?
07 How do I check my order status?
08 My item is backordered. What does this mean?
09 What is your return policy? How do I return an item?
01_Can I add or remove items from my order once it is submitted?
Once you have submitted your order, we begin processing your order, which entails a number of steps.
During this time we may be able to add or remove items from your order. Once an order is being packed at our
Distribution Center we are no longer able to modify your order.
Please email
us as soon as possible or call us at 800-282-2200 to either add or remove an item from your order, or you may place an additional order at any time.
02_Can I cancel my order after it has been placed?
Once you have submitted your order, and during the processing time frame, we are able to cancel your order.
Once an order has been shipped we are no longer able to cancel an order.
You can check the status of your
order by clicking on "My Account" in the top navigation bar. Sign in to access your account by entering your email and
password. Then, click on "Order History". Click on an order number to view the entire order. If the order has shipped,
click on the tracking number to track the status of your package. You can expect to receive your package in approximately
three to five business days from the date the package shipped.
03_Can I special order an item from a vendor you work with?
There are many different vendors, both domestic and international, who manufacture and supply merchandise for UrbanOutfitters.com. Unfortunately, we are not at liberty to disclose our vendor contact information.
04_Can you ship my package internationally?
At this time, UrbanOutfitters.com is unable to ship overseas. Please visit UrbanOutfitters.co.uk for UK and European shipping.
Plus, don't forget to check out our stores in Alberta, Montreal, Toronto, Vancouver, Denmark, Dublin, Glasgow, London and Sweden.
If you need to return an item, please be sure your package is insured and prepaid. Sorry, we cannot accept COD returns.
Once the items are received, we will promptly process your return, and a credit for the return will then appear on your
next credit card billing statement. If you sent your package back through a trackable method, please provide us with the tracking
information so that we may further research the status of your return.
Click here and enter the requested information so we can add you to our mailing list.
The items featured in the catalog are available on the UrbanOutfitters.com web site and at our affiliated Urban Outfitters stores.
You can check the status of you order by clicking on 'My Account' in the top navigation bar.
Sign in to access your account by entering your email and password. Then, click on 'Order History'.
Click on an order number to view the entire order. If the order has shipped, click on the tracking number to
track the status of your package. You can expect to receive your package in approximately five to seven business days from
the date the package shipped.
We sometimes have merchandise for sale that has not yet been received at our distribution center, or that has sold out and is being restocked.
You can still order these items to reserve your favorite color or size, and we'll ship them to you as soon as supplies are replenished. The expected
ship date for backordered merchandise is listed when you add an item to your basket, and also during checkout. We do our best to keep these dates
accurate, but please be aware that in rare circumstances we may experience delays.
We want you to love what you ordered. If something is not right, let us know. Follow the directions on the back of the packing
slip to return merchandise for credit. If you would like other items you may place another order through the web site or specify
what items you would like in the "New Merchandise" area on the packing slip. Pack all items in a secure carton or reuse the original
packaging and enclose the packing slip.
UrbanOutfitters uses SmartLabel® to make your return process easy:
You can also send the item back to us at the address below using any other traceable method. Once we receive your package,
we will promptly exchange or refund as you instruct.
Our return address is:
UrbanOutfitters.com
Please remember to include the order number on your return label.
Your refund will be credited back to the same card used to make the original purchase.
Please allow one to two billing cycles from the day you return the merchandise for your
account to be credited. Be sure your package is insured and prepaid. Sorry, we cannot accept COD returns.
You may also return merchandise you ordered online or though our catalog to any of our stores located in the United States.
Furniture Guarantee Currently we carry a variety of furniture pieces. If one of these furniture items does not meet your expectations,
it may be returned for a refund or exchange within 30 days of delivery. Furniture must be returned in
like-new condition with original packaging and materials. Customers are responsible for any return shipping costs.
After 30 days, we will replace or refund your purchase for manufacturer defect. Urban Outfitters Direct
05_Has my return been processed?
If you have any further questions you may e-mail us or
call our Customer Service Department at 800.959.8794 Monday-Friday from 8AM - 8PM EST. Make sure you keep checking UrbanOutfitters.com
for great new merchandise.
06_How can I subscribe to the catalog?
07_How do I check my order status?
If you have not created an account, you may call 800-959-8794 8AM - 8 PM Mon - Fri EST to
inquire about the status of your order with our Customer Service Department.
08_My item is backordered. What does this mean?
If your order contains a mix of in-stock items and backordered items and you select express shipping, we will only be able to apply the expedited shipping
to the in-stock items. Backordered items cannot be expedited and will ship via standard shipping when they arrive.
09_What is your return policy? How do I return an item?
•No postage is required. The cost of return shipping will be deducted from your
refund - $5.95 per package.
•Drop your package in a mailbox, give it to your postal carrier, or take it to any
authorized USPS facility.
•Unfortunately we are unable to offer SmartLabel® for packages shipped to AK,
HI, or US territories.
30 Industrial Park Blvd.
Trenton, SC 29847
Attn: Returns Department
Please call us at 800-959-8794 to inform us of the return. Returns should be sent to:
30 Industrial Park Blvd.
Trenton, SC 29847
Attn: Returns Department
North America |