HOME : FAQ

WHAT IS YOUR RETURN POLICY


UrbanOG.com wants you to Love what you ordered. If something is not right, let us know. We have a 30 day unconditional return policy. If you have any questions, please call us toll free at 1.866.961.8880.


How do I return my purchase?


All exchanges and returns are honored within 30 days of purchase.


    To return your item(s), follow the instructions below:
  • Click RMA Request
  • Sign in to your account.
  • Scroll down to "My Orders" and locate the order which contains the item(s) you wish to return. Follow the prompts to initiate your return.
  • Print out the prepaid UPS Return Label and tape it to your package.
  • Take it to any UPS location

* When returning items with our UPS Return Label, a $7 shipping cost will be deducted from your refund credit.


You can also return items via an insured mail service of your choice to:

UrbanOG.com Returns

RMA# __________

15469 Dupont Ave

Chino, CA 91710


  • Returns must be in its original, UNWORN condition, within 30 days of purchase.
  • Please include the reason for the return.
  • Original shipping charges are non-refundable.
  • Use protective box or wrap with thick paper. Item(s) received unwrapped or without the original box will be subject to a 15% restocking fee.
  • UrbanOG.com recommends you to ship your package with insurance using a trackable shipping method.

    Final Sale items
  • Items with a price of $10 or less are Final Sale.
  • All Gift cards, Accessories, Swimwear, Beauty/Cosmetic, Halloween Costumes, Lingerie, and Intimates are Final Sale.
  • All International / Canada orders are Final Sale.

Returns are processed within 10 business days after receiving your return. We'll send you an email confirmation when your refund has been issued.

WHAT IS YOUR EXCHANGE POLICY


Fashion items / Styles turn over rapidly. Therefore, UrbanOG.com cannot hold any item(s) for customer exchanges. If you would like to exchange an item, please follow the instruction below:


How do I make an exchange?


All exchanges and returns are honor within 30 days of purchase.


  • Find the item you wish to exchange for.
  • Purchase it like a brand new order, checkout & PAY for it immediately.
  • You will receive a new order number for the new purchase.
  • Follow the return policy to return your unwanted items.
  • Please write "Exchange" and the order number on the return checklist.
  • We will issue you a FULL refund including Shipping on the initial order (Shipping for the NEW order will not be refunded) once we receive the return.

    To return your item(s), follow the instructions below:
  • Click RMA Request
  • Sign in to your account.
  • Scroll down to "My Orders" and locate the order which contains the item(s) you wish to return. Follow the prompts to initiate your return.
  • Print out the prepaid UPS Return Label and tape it to your package.
  • Take it to any UPS location.

* When returning items with our UPS Return Label, a $7 shipping cost will be deducted from your refund credit.


You can also return items via an insured mail service of your choice to:

UrbanOG.com Returns

RMA# __________

15469 Dupont Ave

Chino, CA 91710


  • Returns must be in its original, UNWORN condition, within 30 days of purchase.
  • Please include the reason for the return.
  • Original shipping charges are non-refundable.
  • Use protective box or wrap with thick paper. Item(s) received unwrapped or without the original box will be subject to a 15% restocking fee.
  • UrbanOG.com recommends you to ship your package with insurance using a trackable shipping method.

    Final Sale items
  • Items with a price of $10 or less are Final Sale.
  • All Gift cards, Accessories, Swimwear, Beauty/Cosmetic, Halloween Costumes, Lingerie, and Intimates are Final Sale.
  • All International / Canada orders are Final Sale.

Returns are processed within 10 business days after receiving your return. We'll send you an email confirmation when your refund has been issued.

REFUSED & UNDELIVERABLE PACKAGES


All refused shipments will be charged 30% restocking fee based on the purchase price of the rejected merchandise(s). Shipping fee is non-refundable.


All undeliverable packages due to incorrect name or address, or not present / failure to claim will result in a 20% restocking fee. Shipping fee is non-refundable.

WRONG / DEFFECTIVE ITEM POLICY


On very rare occasions, we do make mistakes on shipping item. Please contact us when this happens, UrbanOG.com will make it right. We may or may not require the original item to be returned back to us.


We reserve the right to request for photos of the wrong item shipped to you.


For all defective items please start a damage claim by contacting: [email protected] Send clear photos of the wrong/defective item and a copy of the original invoice.


Refund will be made within ten (10) business days after receipt of package.

IS SITE SECURED? WHAT IS PRIVACY POLICY?


URBANOG.com respects your privacy. Any personal information such as your name, phone number, address, e-mail address, products purchased, etc, obtained through URBANOG.com is private, and is maintained by URBANOG.com in a secure and protected environment, and will never be released to any third party.


URBANOG.com is a secure site. Once you enter our checkout page, you are on a secure server, using what is called SSL (secure socket layer) technology. Your credit card and personal information is encrypted when transmitted to us and are stored in a safe environment. Sometimes you may get a message that some pages on URBANOG.com are not secure. This is a security alert message which results from browsing to a non-secure page from a non-secure page. URBANOG.com only secures the pages that contain your personal information including credit card number. This helps us keep the site quick and efficient.

HAVE YOU RECEIVED MY PAYMENT?


Urbanog.com will send you a confirmation email when your payment is received. Once you have completed checkout, you may check the status of your order at any time. (Tracking information email may be in your Junk Mail folder)

WHAT FORMS OF PAYMENT DOES URBANOG.COM ACCEPT?


We accept all major credit cards.


DO I PAY SALES TAX?


Sales tax are added to orders shipped to California. Sales tax is 8.00%.

WHAT ARE SOME RESTRICTIONS ON USING A CREDIT CARD FOR MY ORDER?


For domestic customers, please note that we only ship to the credit card holder's billing address. On occasion we will make exceptions: pending identification/ documentations request from our security department. If you are using a foreign credit card for shipping to U.S. address, our system will trigger a security response, and we will not be able to process your order.


For international customer, when a credit card is used, your order will go through our Fraud Prevention Department for review, and we will notify you via email if your credit card status is not within the Visa/Mastercard security measures; at that point, we might issue a refund back on your card, and request bank wire transfer, with an additional $15 wire fee.

USA SHIPPING POLICY

FREE Standard Shipping on Continental U.S. Orders $50+

*New Reduced SH Rate: $5.00 Flat Rate for all orders under $50*

  • Most orders are shipped within 2-3 business days.
  • Processing time may vary due to merchandise availability and/or payment discrepancies.
  • Orders ship Monday-Friday, excluding holidays.
  • Shipping time is based on business days (including expedited shipping services).
  • The cut-off time for all expedited shipping services (including overnight and 2-3 day express) is 12 PM PST. Orders placed after 12 PM PST that ship overnight or express may not be processed the same day.
  • You will receive an email confirmation with the tracking information. Please check your junk mail folder if you did not receive one.
  • Some packages may require a signature. There is a slight chance that your package may be delayed if no one is present at the time of delivery. UrbanOG is not responsible for any delays caused by adverse weather conditions. Delivery time for Economy and Standard shipping are estimates only. Only 2 Day, 3 Day and Overnight shipping methods are guaranteed to arrive by the estimated date.

CANADA / INTERNATIONAL

Shipping method for Canada & international orders is through USPS Priority Mail or UPS, which takes approx. 7 to 14 business days, this is only an estimate. Customers are responsible for all custom duties/taxes.

SHIPPING RATES & DELIVERY

USA CONTINENTAL

SERVICE

  • Standard Shipping
  • 3-Day Shipping
    (no P.O. box delivery)
  • 2-Day Shipping
    (no P.O. box delivery)
  • Next Day Air
    (no P.O. box delivery)

COST

  • $5
    Flat Rate
  • $17*
    (under $100)
  • $23*
    (under $100)
  • $35*
    (under $100)

DELIVERY TIME
(allow 1 business day to process)

  • 7-10
    Business Days
  • 3-4
    Business Days
  • 2-3
    Business Days
  • 1-2
    Business Days
*+ $2 for every additional $50 in order value.

ALASKA, HAWAII,& US TERRITORIES

(P.O. BOX DELIVERY)

COST

  • $9

DELIVERY TIME
(allow 1 business day to process)

  • 7-14 Business Days

CANADA

COST

  • $15
    (order Value $0-$99.99)
  • $20
    (order Value $100-$149.99)
  • $25
    (order Value $150-$199.99)

DELIVERY TIME
(allow 1 business day to process)

  •  
  • 7-14 Business Days
  •  
+ $5 for every additional $100 in order value.

INTERNATIONAL

COST

  • $35
    (order Value $0-$49.99)
  • $45
    (order Value $50-$99.99)
  • $55
    (order Value $100-$149.99)

DELIVERY TIME
(allow 1 business day to process)

  •  
  • 7-14 Business Days
  •  
+ $20 for every additional $50 in order value.

WHO PAYS FOR DUTIES AND CUSTOMS FEES?


All international orders are subject to duties, taxes and fees as determined by their local government. The customer is responsible for all duties and taxes.

WHAT TYPES OF INTERNATIONAL PAYMENT DO YOU ACCEPT?


For international customer, when a credit card is used, your order will go through our Fraud Prevention Department for review, and we will notify you via email if your credit card status is not within the Visa/Master card security measures; at that point, we might issue a refund back on your card, and request bank wire transfer, with an additional $15 wire fee.