Shipping
How long does shipping take?
We keep a small inventory of most items, but please note that many items we print and ship ourselves after you place your order, so it may take up to 14 business days for your order to be shipped. This excludes weekends and holidays. Please note, shipping times may be longer during the holiday peak season. We thank you for your patience and for supporting our small business.
What are your shipping options?
We ship orders as standard ground mail or as priority mail, depending on the weight of your package. We use either UPS or USPS to ship packages. All packages, big or small, will receive a tracking link.
Where do you ship to?
Urban Suburban Apparel ships to all 50 US states, the U.S. territories, P.O. Boxes and APO/FPO addresses. U.S. territories include: American Samoa, Guam, Puerto Rico, and the U.S. Virgin Islands. We also ship to most international locations.
How do I track my order?
As soon as your package is shipped, you will receive an email notification confirming the shipment. The email will provide you with the tracking number for your package and a link to the shipping carrier's website so you can track your package.
What do I do if my package is lost or stolen?
We are not responsible for lost or stolen packages. If you believe your package may have been lost or stolen, please contact the carrier to file a claim. If you need further support, contact our customer service team so we can assist you. We always suggest purchasing Route Package Protection when checking out which will cover lost or stolen packages.
Returns
What items can I not return?
Made-to-order products and stickers are non-returnable. This includes phone cases, drink ware, beanies, hats, dog clothing, and some human apparel. You can tell if an item is made-to-order by the product description. Products that are dirty, worn, or damaged are non-returnable.
Can I return an item for an exchange?
Because our inventory changes rapidly, we do not offer exchanges.
Can I return an item for a refund or store credit?
You can return an eligible product to us for a refund, not including the return or original shipping fees, which will be deducted from the refund total. You can also return an eligible product to us for store credit, not including the return or original shipping fees, which will be deducted from the store credit total.
When will I receive my refund or store credit?
It will take us 2-5 business days to issue your refund or store credit after we receive your return.
Can I return something if I'm an international customer?
You can return an eligible product to us for store credit or a refund, not including the original shipping fee.
Are returns free?
No, we do not offer free returns. If you request a return label from us, the price of that label will be deducted from your refund or store credit. Original shipping fees will not be reimbursed.
How do I submit a return request?
Contact us within 30 business days of receiving your product at hello@urbsub.com with your order number and return reason.
Ordering
What payments do you accept?
- Visa
- Master
- Discover
- American Express
- AfterPay
- Paypal
- Amazon Pay
- Klarna
- Google Pay
- Apple Pay
- Urban Suburban Apparel E-Gift Certificates and store credits
Can I modify or cancel my order?
Contact us ASAP and we will see if we can help.
How do I check the status of my order?
- You may view the status of your order by logging into your Urban Suburban Apparel account and clicking on Orders. Check your order status by clicking on the order.
- When your order has been shipped, a clickable tracking link will appear in your order information.
- Confirmations are sent via email within 30 minutes when
- Your order has been received/placed or
- Your shipment has been processed, based on the valid email address provided to us.
- If you did not receive any confirmation emails, please check your email spam filter.
- Select UrbanSuburbanApparel.com as a trusted website domain in your spam filter.
- To avoid any duplicate orders, please go to your account to verify your order has been placed before resubmitting your order.
Why was my order cancelled?
If your order has been cancelled, please:
• Contact your financial institution to verify your payment method
• Check your e-mail for a possible explanation (ie out of stock notification)
International
Can my order be shipped internationally and for how much?
Yes, we deliver to most areas around the world. International shipping costs are calculated based on the weight of the order and your location. You can enter your details in your cart before checking out to see how much your shipping cost will be.
How much duty and taxes are charged?
Duties (or Customs tariffs) are set by the destination country Customs authorities and determined based on a combination of the country of origin (manufacturing) of the goods being purchased and the classification of that merchandise in accordance with a harmonized system. International taxes (such as Value Added Tax or VAT) are set by the destination country. Depending on your location, you may be required to pay a duty, tax, or customs tariff at the time of delivery.
When can I expect my order to be delivered?
International shipping times vary. We will have your order shipped out within 2-14 business days. Once it has been shipped, it is important to follow the tracking number to get a better idea of the delivery date.
What is your return policy for international orders?
If for any reason you are dissatisfied with your purchase, returns (with the exception of non-returnable items) are accepted within 30 days of the delivery date. Final Sale items, oopsie or imperfect items, used or dirty items, custom or personalized items, or stickers are ineligible for a return or refund. Please note that you will still be responsible for the original shipping charges (you will not be reimbursed for any amount you paid in shipping charges for the initial delivery of the merchandise). Returned merchandise must not be worn, altered or washed and all original tags must be attached. International returns will be reimbursed by store credit or a refund (we do not do exchanges) in the form of original payment.
What is your return policy for international orders?
1. Email us within 30 business days of your product's delivery at hello@urbsub.com with your order number and return reason.
2. Send your return back to us at:
Urban Suburban Apparel
Return (Insert Order Number)
PO Box 541
Prather, CA 93651
United States
3. Please allow us a few days to process and reimburse your return once it has been delivered to us.
Services
Wholesale
We would be honored to have our merchandise in your boutique, at your event, or otherwise represented by your group or organization. Love our products and want to get a variety of your own to resell? We offer wholesale prices to approved customers, and discounted wholesale rates to non-profit or 501c3 organizations! Fill our form out to get in contact with us, and we will be more than happy to help you out!
Good For: pet stores/boutiques, events, online stores, pet groomer locations, etc.
Interested in wholesale?
Screen Printing
We would love to help you build your brand. We offer design work to create and finalize a logo you love, plus personal and full-time support so you will always be able to communicate what you want and expect from us. If you already have your artwork and designs finalized, let us screen print them for you at an affordable rate. We can put your custom logo or design on t-shirts, sweaters, doggy clothing, bags, and almost anything else you can think of! Rescues and non-profit organizations: We offer you HUGE discounts for our services! Let us know some basics about your screen printing interests, and we will get back to you right away with some affordable quotes. We would love to work with you and your budget!
Good for: Events, walks, company shirts, team apparel, merchandise, etc.
Interested in screen printing?
Contact Us
Message Us
Sign in and send us a message through your account dashboard.
Email Us
Send your questions to us at hello@urbsub.com and we will be happy to help.
Please allow us up to 48 business hours, not including weekends and holidays, to respond to your inquiry.