FAQ's
Orders & Account
Q: Do I need an account to place an order?
A: No. You can check out as a guest or create an account to track orders and manage returns faster.
Q: Can I change or cancel my order after placing it?
A: We can help before your order is accepted/processed. Reach out ASAP with your order number. Once processing begins, changes or cancellations aren’t guaranteed.
Q: How do I track my order?
A: When your order ships, you’ll receive an email with a tracking number. You can also view tracking in your account, if you created one.
Q: I entered the wrong address. What should I do?
A: Contact us immediately. If the order hasn’t shipped, we’ll update it. If it’s already with the carrier, we’ll try to assist, but re-shipping fees may apply if the package returns to us.
Shipping & Delivery
Q: What are your processing and delivery times?
A: Processing is 1–2 business days (Mon–Fri). U.S. standard transit is 3–4 business days, for a total estimated delivery of 4–6 business days.
Q: Do you ship internationally?
A: Yes, to select countries. Delivery times and costs vary by destination and will be shown at checkout.
Q: Do you ship to P.O. boxes or military addresses?
A: Sorry, we do not ship to P.O. Boxes or APO/FPO/DPO addresses.
Q: How much is shipping?
A: Free standard shipping is offered on eligible U.S. orders. Any exceptions (oversized items, remote areas, international) are shown at checkout.
Q: My package shows delivered, but I can’t find it.
A: Check with household members and neighbors; look around the property and any alternate delivery locations. If still missing after 24 hours, contact us and your carrier so we can investigate.
Q: My order arrived damaged or incorrect.
A: Please email us with photos within 48 hours of delivery. We’ll make it right.
Returns, Exchanges & Refunds
Q: What is your return window?
A: You have 30 days from delivery to request a return.
Q: What condition must items be in?
A: Unworn/unused, with tags, in original packaging, and with proof of purchase.
Q: How do I start a return?
A: Email support@urbanravens.com with your order number. If approved, we’ll send a prepaid return label and instructions. Items sent back without prior approval aren’t accepted.
Q: Do you accept exchanges?
A: The fastest way is to return your item; once approved, place a new order for the item you want.
Q: Are any items non-returnable?
A: Yes—perishables, custom/personalized items, personal care items, hazardous materials/flammables, sale items, and gift cards.
Q: When will I get my refund?
A: After we receive and inspect the return, approved refunds are issued to the original payment method within 10 business days. If it’s been more than 15 business days since approval, contact us.
Q: EU customer?
A: Orders shipped into the EU include a 14-day cooling-off period (in addition to the above). Items must be returned in original, unused condition.
Payments & Pricing
Q: What payment methods do you accept?
A: Major credit/debit cards, Apple Pay, Google Pay, Shop Pay, and (where available) Shop Pay Installments (BNPL). We also accept Urbanravens gift cards and store credit.
Q: When am I charged?
A: We authorize at checkout and typically capture when the order is accepted/shipped. Split shipments may appear as separate charges.
Q: Do prices include taxes and duties?
A: Prices are shown before taxes, shipping, and (for international orders) duties. Your final total appears at checkout. Import duties/taxes may be collected on delivery if not paid at checkout.
Q: How do promo codes work?
A: Enter valid codes at checkout. Codes can’t be stacked unless specified and may have product/date/location limits.
Q: Is checkout secure?
A: Yes. Our checkout uses TLS/SSL encryption, and payments are processed by PCI-DSS compliant providers. We don’t store full card numbers.
Products & Stock
Q: Will the product look exactly like the photos?
A: We try to depict products accurately, but colors/appearance may vary due to device settings and lighting.
Q: An item I want is out of stock—what now?
A: Use “notify me” (if available) or contact us. We’ll let you know when it’s back or suggest alternatives.
Q: Do you offer warranties?
A: Manufacturer warranties may apply where noted on the product page. Contact us with your order number for help.
International Customers
Q: Which countries do you ship to?
A: We ship to select destinations. Eligible countries and rates appear at checkout.
Q: Who pays customs and import taxes?
A: The recipient is responsible unless stated otherwise at checkout. Check local customs for details.
Privacy & Security
Q: How do you handle my personal data?
A: See our Privacy Policy for details on what we collect, how we use it, and your choices. Our store is powered by Shopify, which helps process your data to provide the Services.
Need Help?
- Email: support@urbanravens.com
- Phone: +1 (213) 582-6398
- Mailing Address: 28853 Bunert Road, Warren, Michigan 48088, United States
- Hours: Monday–Friday, 8:00 AM–6:00 PM ET