WHEN CAN I EXPECT A REPLY TO MY EMAIL?
All emails are answered within 1-2 business days depending on volume. Emails are not typically answered on the weekends or on holidays.
HOW LONG IS DELIVERY?
Please allow 5-15 business days for processing, and 2-7 business days for shipping.
HOW DO I TRACK MY ORDER?
You will receive a confirmation email once your order has been shipped. Please check your Spam/Junk folder if you have not received the confirmation email within that timeframe. If you are still unable to locate this anywhere you are welcome to contact us by emailing email@example.com to receive your tracking number but please allow the 10 business day processing period to pass before contacting us for the tracking information.
You can also track your order by loging into your account.
I PLACED AN ORDER FOR SEVERAL ITEMS AND RECEIVED SEPARATE SHIPPING CONFIRMATION EMAILS. WHY?
Occasionally, an order will be shipped in two or more shipments. Typically, this happens only when certain items are on the back-order.
Basically, you receive a shipping confirmation for every package that is shipped out to you. Shipping charges applies only to the first package shipped. No additional charges will be applied for subsequent shipments (packages) for the same order.
CAN I CHANGE OR CANCEL MY ONLINE ORDER AFTER I HAVE PLACED IT?
Yes! Please contact us at firstname.lastname@example.org within 24 hours of when you placed the order if you require any changes. Orders that are cancelled after the 24 hours will have a $10 of administration fee deducted from the refund amount.
If your order is being delayed due to an unexpected event that is outside of our control (weather, global crisis, natural disaster, war or any other force majeure event), and you wish to cancel your order, then a $10 of administration fee still applies.
HOW DO I RETURN AN ITEM?
To return your item please email us at email@example.com for more information. Please note that purchases for all holiday items and also sale items are final, and cannot be returned.
CAN I EXCHANGE MY ITEM FOR A DIFFERENT SIZE/STYLE?
Yes (unless it's a clearance item). The item you wish to exchange needs to be in original condition, tags attached and in original packaging. To exchange your product please email us at firstname.lastname@example.org.
ARE ALL SIZES THE SAME?
Due to us sourcing our products from few different manufacturers, our sizes may vary slightly as each brand is different.
If you would like a size chart for any particular product that may not have one present, please contact our customer service team at email@example.com and they will be able to provide you with one.
HOW DO I USE A PROMOTIONAL CODE?
Once you've reached the checkout stage (after entering your details and shipping address), enter your promotional code into our discount bar, enter the correct code and click 'Apply'. If the code is valid, your discount will be applied! Paying with PayPal the code can be entered after logging in to your PayPal account.
Please note, only one promotion/discount code is redeemable per order.
WHAT IF MY ITEM IS FAULTY?
We aim to provide our customers with products of the highest standard and quality. If you received an item with a manufacturing fault, we will help resolve the problem as fast as possible. Please help us by providing a photo or two showing the defect/fault and your order number which will speed up the returns process. Please email us at firstname.lastname@example.org with a reason for this return, your order number and photographs.
Note, that orders are not replaced when having a bad odor or smell, as this is a natural occurrence in the Direct-to-Garment printing industry. To eliminate the odor, simply wash the garment, and the smell should be gone.
WHAT HAPPENS IF MY PACKAGE DOESN'T ARRIVE, OR IS LOST IN TRANSIT?
Once your parcels have left our warehouse they are then the property of the courier company. We are legally not responsible for lost or damaged goods. We highly recommend to choose insured shipping at check-out to be able to claim your money back in case a package does get lost or is damaged during delivery.
If your package is lost or damaged, then always contact the courier company first (check your tracking number for the courier company) to inquire about your package, and submit a lost/damaged package claim if possible.
HOW CAN I PAY FOR MY ONLINE PURCHASES?
You can pay by VISA, MASTERCARD, AMERICAN EXPRESS, APPLE PAY, DISCOVER, JCB and PAYPAL.
If you are unsure of a garments care, always ‘cold hand wash’ to avoid any damage in the garments fabric. Drip dry in shade, do not tumble dry, and do not iron. If your garment is damaged because it was washed incorrectly we are unable to accept this back as a return.
WEAR AND TEAR
If you damage a garment after wearing it e.g a button falls off or the zip breaks because of ‘wear and tear‘ we cannot accept these garments back for a return or exchange.
NEED ANY FURTHER HELP?
Our Urban Tots team is always working to improve your experience with online shopping; we would love to hear your feedback and ideas from placing your order to receiving what might be your first Urban Tots package.