Refund policy
Return & Refund Policy – UrbanCarryCo
At UrbanCarryCo, customer satisfaction is extremely important to us. We strive to provide fashionable, affordable, and high-quality products that meet your expectations. If for any reason you are not completely satisfied with your purchase, we are here to help.
By placing an order through our website, you agree to the terms outlined in this Return & Refund Policy.
Eligibility for Returns
We accept returns within 30 days from the date your order is delivered.
To be eligible for a return, items must meet the following conditions:
- Item must be unused, unworn, and in original condition
- Item must be returned in its original packaging
- Product must not show signs of use, damage, washing, or alteration
- Proof of purchase or order confirmation is required
We reserve the right to refuse returns that do not meet these conditions.
Non-Returnable Items
The following items are not eligible for return or refund:
- Final sale or clearance items
- Gift cards
- Personalized or customized items
- Items damaged due to misuse or improper care
- Accessories shown in product photos but not included in product descriptions
Damaged or Incorrect Items
If you receive a damaged, defective, or incorrect item, please contact us within 7 business days of delivery.
To help us resolve the issue quickly, please include:
- Your order number
- Clear photos of the item
- Photos of packaging (if applicable)
- Brief description of the issue
Once approved, we may offer:
- Replacement product
- Partial refund
- Full refund
- Store credit
depending on the situation.
Return Shipping Costs
Customers are responsible for return shipping costs unless:
- Wrong item was sent
- Item arrived damaged
- Product has manufacturing defects
Original shipping fees are non-refundable unless otherwise required by law.
We recommend using a trackable shipping service, as we are not responsible for lost return packages.
Refund Process
Once your return is received and inspected, we will notify you regarding the status of your refund.
Approved refunds will be processed to your original payment method within 5–10 business days depending on your financial institution.
Please note:
- Processing times may vary by payment provider
- Shipping costs are generally non-refundable
- Currency conversion fees charged by banks are outside our control
Order Cancellation
Orders may only be canceled within 12 hours of placement.
After this period, orders may already be processed or shipped and cannot be canceled.
To request cancellation, contact:
support@urbancarryco.store
Exchanges
We currently do not offer direct exchanges. If you wish to receive another item, please return the original product and place a new order separately.
Lost or Delayed Packages
UrbanCarryCo is not responsible for shipping delays caused by:
- Customs processing
- Weather conditions
- Carrier disruptions
- Incorrect shipping addresses provided by customers
If your package appears lost, please contact us and we will assist you in opening a carrier investigation when possible.
Fraud Prevention
For security purposes, UrbanCarryCo reserves the right to:
- Refuse suspicious transactions
- Limit excessive return requests
- Request identity verification for high-risk orders
Contact Us
If you have any questions regarding returns or refunds, please contact us:
UrbanCarryCo
39297 WESTERN Rd - Rte 2, Rosebank, PE C0B 1B0, Canada
Email: support@urbancarryco.store
Phone: (403) 736-4000