Shipping policy
Free Shipping
We offer free shipping on all products shipped to the continental USA. You can expect your package to ship/arrive within 3-5 business days, faster in some parts for the US. Note: We often partner with Amazon to provide the fastest and most reliable shipping, so don't be surprised if your order arrives in an Amazon box.
Free Returns*
Within 30 days of purchase, qualifying items* are eligible for returns or exchanges.
Items must be in new condition, not washed, and packaging if possible.
Simply click the link below and follow the instructions to generate a prepaid return label.
Upon receiving your returned merchandise, we'll need 2-3 days to process your refund.
For order numbers beginning with an "S":
*Personalized items cannot be exchanged or returned.
Can I pay for faster shipping?
We currently offer 2-day shipping via UPS or FedEx.
Note: Personalized items may take an additional 1-2 business days to allow for embroidery.
Can I modify or cancel my order?
Orders can only be modified or cancelled before they ship. In most cases, we process shipments within 2 hours of order receipt on our web site. We are fast, like Jimmy John's fast. Please contact customerservice@urbaninfant.com or call us at 1-888-733-6962 as quickly as possible.
What if I receive a defective item?
It's a rare event, but things can happen. We have a 1-year warranty against product defects and would be happy to ship you a replacement. Please visit our warranty page to submit a claim.
What is your normal shipping time?
You can expect your package to ship/arrive within 3-4 business days, faster in some parts for the US. Note: We often partner with Amazon to provide the fastest and most reliable shipping, so don't be surprised if your order arrives in an Amazon box.
Your order will be delivered to the shipping address indicated in your Order Confirmation. We will make reasonable efforts to fulfill your order by the estimated delivery date stated in your Order Confirmation, or if no date is stated, within 14 days after the date of the Order Confirmation (except in the case of pre-orders). Delivery within these timeframes is not guaranteed, and we are not responsible for any delays caused by any circumstances outside our reasonable control, including weather, strikes, acts or war or terror, errors or omissions by you, theft of you parcel after a confirmed delivery, or the decreased availability of transportation services.
My package show delivered but I did not get it?
We can not be held responsible for any missing or stolen packages after a confirmed delivery. We utilize various carriers depending on your address and order size - typically UPS, Fed Ex, and USPS. If the carrier shows proof of delivery to your location, it is the customer's responsibility to file a claim for any missing packages. Below are links to assist:
UPS: https://www.ups.com/us/en/help-center/claims-support.page
FedEx: https://www.fedex.com/en-us/customer-support/claims.html
USPS: https://www.usps.com/help/claims.htm
Do you ship outside the US?
Yes, through our partnership with Amazon!
For orders in CANADA, please order through our Amazon store: Amazon.ca
For orders in OTHER COUNTRIES OUTSIDE OF THE US, please order on www.amazon.com/urbaninfant and use their international ship features.
Please email customerservice@urbaninfant.com with any additional questions.