What happens if a package wasn't delivered to the customer, but the tracking states that it was?
Answer :
If the package was marked as delivered by the carrier, but the customer reports they have yet to receive it, UrbanGarb won't cover the cost of reshipping or refunding the order. There may be cases where the delivery was made, but the package was left in an unexpected location at the customer's address. Customers should reach out to the carrier and inquire if any additional details were left by the delivery person. For example: “Left under the table on the back porch." If your customer is unable to locate the package, you will need to place a new manual order to have it reshipped. We're not yet able to assist with filing claims with shipping carriers but hope to do so in the future!
What if the order is lost in the mail?
Answer :
For packages lost in transit, all claims must be submitted no later than 4 weeks after the estimated delivery date. But no worries! We'll cover the costs of reprinting and shipping a replacement order for you. We may ask for your help before doing that, like confirming with you that the shipping address was correct. It would also be good to double check that you got in touch with their local post office to try locating the lost order. Keep in mind that if tracking information states an order was delivered but you think you haven't received it, we won't take responsibility and reship that order. In that case, any replacements would have to be at your expense. You can check out our return policy for up-to-date details about reshipments.
My order shows it is being returned to sender, what now?
Answer :
There are a few reasons an order can be returned to sender but most often it is due to an undeliverable address. Other instances include the package being unclaimed at customs or refused/returned by you. You will receive notice once the order arrives back to our facility. We would advise to contact us with an updated address if you wish to have the product reshipped. New shipping charges will be applied for orders that have been unclaimed at customs, returned by you, or had an incorrect address originally provided.
How long do I have to submit a claim for a return/exchange?
Answer :
Any claims for misprinted/damaged/defective items must be submitted within 4 weeks after the product is received. For packages lost in transit, all claims must be submitted no more than 4 weeks after the estimated delivery date.
What if the product is damaged in the mail?
Answer :
If something arrives damaged, send a photo of the damaged goods to support@urbangarbfashion.com , then we'll gladly send a replacement at no cost to you.