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Help Center

Help Center


Registration

Do I need to register before placing an order?

You do not need to register before placing an order. You may register as soon as you have finished shopping, or check out as a Guest. Our registration process is fast, free, and will save you time for future purchases.

How do I register

Click here to register your account with Urban Suburban Apparel.

Why should I register my account?

1. You will not be required to re-enter your shipping or billing addresses every time you order online. Whenever you place an order, it will be delivered to the registered address on file, unless you direct us otherwise.
2. You can browse, shop and, if necessary, complete your order at a later time. We'll keep track of the items you've already put in your shopping bag so that when you come back later, you will not have to re-select the items again. Note that placing items to your shopping bag for purchase at a later time does not guarantee item availability.

How do I reset my password?

Follow the instructions here to reset your password.

How do I change my account information?

As soon as you sign in to your account with your email address and password, it will direct you to your account overview to update/edit your account information.

I still need help with registration. How can I contact customer service?

Ordering

What kinds of payment do you accept?

We accept the following forms of payment:

  • Visa
  • Master
  • Discover
  • American Express
  • AfterPay
  • Paypal
  • Amazon Pay
  • Urban Suburban Apparel E-Gift Certificates and store credits

Can I modify or cancel my order?

Please contact us as soon as possible, and we will see if we can help.

Order Status

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
    1. Your order has been received/placed or
    2. 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.
    1. Select UrbanSuburbanApparel.com as a trusted website domain in your spam filter.
    2. 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)

I still need help with an order. How do I contact customer service?

Shipping

What kinds of shipping options do you offer?

We ship orders as standard ground mail or as priority mail, depending on the weight of your package.

Where are shipping destinations?

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.

How do I track my package after it has been shipped?

As soon as your package is shipped, you may 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.

I think my package was lost or stolen, what do I do now?

Urban Suburban Apparel is 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.

I still need help with a shipment. How do I contact customer service?

Returns

What is your return policy?

Purchases are valid for exchange or credit within 30 days from the delivery date.

Stickers, oopsies, final sale items, personalized items, custom items, used or dirty products, or imperfect iems cannot be returned or exchanged.

All returned or exchanged items must be unwashed, unworn, and undamaged, with all tags attached. A Return Form must have been submitted online prior to sending a return.

View our Return Policy for more information.

How soon will I receive reimbursement for my return?

Please allow us a few days to process your return after it has been delivered to us.

How do I start the return process?

For domestic orders, click here to see our full Return Policy and to submit a Return Form.

I still need help with a return. How do I contact customer service?

International Orders

Can my order be delivered internationally?

Yes, we are happy to provide international shipping.

How much will shipping cost?

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.

Will there be any additional costs due when my order is delivered?

If necessary, you will be responsible for paying duties and taxes to the carrier upon 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.

How do I make an exchange?

We do not offer exchanges for international orders.

What is your return policy for international orders?

If for any reason you are dissatisfied with your purchase, returns (with the exception of items or promotions marked “Final Sale”) 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 in the form of original payment. Click here to see our full Return Policy.

What are the international return instructions?

1. Submit a Return Form
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.

I still need help with an international order. How do I contact customer service?

About Our Shop

    Urban Suburban Apparel is a family owned and operated online-based clothing brand dedicated to creating quality apparel for both you and your pup. We shaped our company around our love for our first pit bull, Indy. Ten years ago she came into our lives and flipped life as we knew it upside down. Finding a rental to live in became almost impossible just because our dog was a pit bull. People would avoid us or make remarks about her on our walks. Insurance companies hung up on us. "Dog-friendly" businesses denied us entry. Once Indy grew out of her adorable puppy stage and into her full hippo-bodied form, we quickly realized the stereotypes so many people out there shared about our dog the "pit bull". We learned about breed specific legislation and how it senselessly tears families apart. We discovered that our local shelters and rescues were overflowing with block-head dogs who very rarely garnered attention from the public/potential adopters. This one loving, gassy, sweet dog, Indy, forced us to educate ourselves and that is when we dedicated our lives to saving as many of them as we can.

    When we are not hand printing, assembling, and shipping out your orders, we are caring for and finding homes for multiple foster dogs (including our own 5). We truly love our dogs, and we love people who love dogs. We hope that our graphic tees will spark a conversation about how amazing these bully-breed dogs can be, or that our dog clothing will help strangers look at them in a different light.

    When you shop from our store, you are supporting a small family's rescue addiction which has resulted in hundreds of lives being saved.

You can follow us personally on Instagram, too :)
Love,
Noelani & Joe

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? Contact Us!

 

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 by filling out our screen printing form, 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!

FAQ


How long will it take for my order to ship?

It may take 2-14 business days for your order to be shipped out.

How do I make a change to my order?

Do I get a tracking number when my order ships?

Yep! All orders, big or small, get a tracking number that will be emailed once your order has been shipped.

Can I return or exchange something?

Most likely! Check out our Returns Policy.

I received a defective or incorrect item in my order. What do I do? 

In the rare case that we accidentally send you an incorrect or defective item, please fill out a Return Form. We will email you a pre-paid printable return label so you can send it back to us, and will ship out the correct item for you as soon as your return tracking begins to update.

Do I have to pay to return something?

We offer one free return per order for U.S. customers. After you submit your Return Form, we will email you a printable pre-paid return label so you can send your item back to us free of charge.

Do I get my original shipping reimbursed when I return something?

No, we do not issue reimbursement for your original shipping fees.

What will I need in order to return something?

-Access to a printer in order to print out the pre-paid return label
-A poly mailer
-Access to USPS

I'm an international customer. How do I return something?

If you are a customer outside of the United States, you may send your return back to us for a refund or store credit, not including your original shipping or return shipping cost(s).

1. Submit a Return Form
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.