Shipping and Returns
Shipping and Returns
HOW LONG WILL MY PACKAGE TAKE?
For most orders, we actually pick-and-ship same-day! If your order is received in the evening (after business hours) then it becomes the first orders for our staff the following morning! Based on your location, shipping is faster in some parts for the US. *New and Improved: We often partner with Amazon during peak seasons to provide the fastest and most reliable shipping, so don't be surprised if your order arrives in an Amazon box.
OUR SHIPPING IS FREE
We are proud to offer free shipping on all products shipped in the continental USA. You can expect your package to arrive within 3-5 business days.
FREE RETURNS/EXCHANGES
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.
*As to be expected, personalized items cannot be exchanged or returned.
Your order number will begin with an "S" followed by 5 digits:
CAN I PAY FOR EXPEDITED SHIPPING?
We currently offer 2-day shipping via FedEx. Note: All personalized items may take an additional 1-2 business days to allow your custom 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 (not kidding) like “Jimmy Johns” fast! Please contact customerservice@urbaninfant.com or call us at 1-888-733-6962 as quickly as possible.
WHAT IF I HAVE AN ISSUE ABOUT A POSSIBLE DEFECT?
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.
MY PACKAGE SHOWS DELIVERED BUT I DID NOT GET IT?
We can not be held responsible for any missing or stolen packages after a confirmed delivery. Your order will be delivered to the shipping address indicated in your Order Confirmation that is a direct address that you entered on the web site. 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
DELIVERY CARRIER ISSUES
The Urban Infant is 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.
ADDRESS ISSUES
Your order will be delivered to the shipping address indicated in your Order Confirmation. From time-to-time our shipping software can catch a non-verified address, but it is the customers responsibility to proofread the address they enter for shipping.
DO YOU SHIP OUTSIDE OF 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.