Returning or Exchanging an item
Dissatisfied? Bought the wrong backpack? Your kid suddenly hates the idea of napping on a car pattern? We are here to help and make your return run smooth. You can return or exchange any product within 30 days of purchase. Here are the steps:
1) Items must be returned in new condition, with tags and the original packaging. (We have had a couple of really funky nap mats mailed back to us over the years, our mom can tell they have been used for an extended period of time).
2) Contact email@example.com to request an RA. Please do not send us a package without an RA number; it will drive our warehouse manager crazy. It is helpful for us to know the reason for return or exchange, so we can keep improving our line. You can also phone 1-888-733-6962 to receive an RA number.
3) You must send your package to our return facility. Please do not ship your unwanted items to our corporate office. The return address is:
Urban Infant, Inc.
Attn: Return Department
1882 Woodbrook Ln.
Beachwood, OH 44122
4) Alas, you must pay to ship the return back to us. All returns are subject to a restocking fee of 10%. We can waive your restocking fee if you would like reorder a different item, but you will still be responsible for all shipping costs.
5) Please save your tracking number for your return! We recommend that all returns and exchanges be sent via a traceable carrier such as UPS or FedEx. We can’t refund you if your packages not received. Returns and exchanges must be returned prepaid and we do not accept COD deliveries. Once the original item(s) are received, you will receive a credit in the amount paid (excluding any shipping costs). Please allow 2-3 weeks for Urban Infant to refund your credit card account upon receipt.
What if I receive a defective item?
Oh, no! Did you receive a defective item? It's a rare event, but things can happen. We are indeed a brother-sister team (aka: human). Depending on the item, we have a 1 year warranty against defects - normal wear-and-tear, and misuse excluded on our products. If the defect is covered under warranty, we would be happy to ship you a replacement! Please send us an email to firstname.lastname@example.org with the following information so that we can help you as quickly as possible.
1.) Name of item that is defective.
2.) Short description explaining what is wrong with the item.
3.) Where did you purchase this item? If purchased by a company other than www.urbaninfant.com, please include a copy of your receipt.
4.) Order number
5.) Approximate Date of purchase
6.) Full name of individual who made the purchase
7.) Shipping Address
Other Frequently Asked Questions
Do you ship outside the US?
We can ship wholesale orders to any of these places provided your order meets the following requirements: The order must be for at least $250 of merchandise, and you must provide a UPS or Fed Ex number for shipment. Unfortunately, orders may not be placed online, so please email email@example.com with details.
If you are an individual and your order is less than $250, we can direct you to our Amazon store (www.amazon.com/urbaninfant) which also features a wide assortment of our products. Most are available for international shipment. Please contact firstname.lastname@example.org with any additional questions about obtaining our products.
Can I modify or cancel my order?
Orders can only be modified or cancelled before they ship. And we ship super fast, so stop reading these FAQ's and contact email@example.com or call us at 1-888-733-6962 right away!
I need my order delivered “Jimmy Johns fast.” Can you expedite it?
Our website only accommodates standard USPS priority mail shipping. This usually varies from 2 to 3 business days, depending on your location in the US. If it is urgent that you receive something overnight or 2-day ship, we recommend you try to order the item on Amazon (www.amazon.com/urbaninfant). They are super great at accommodating expedited shipping services (for a fee of course).
If you need additional help with an exchange, return or new purchase, please contact us at 1.888.733.6962 or email us at firstname.lastname@example.org.