FAQ

How can I pay?

We use PayPal as our payment processor, so we accept Visa, MasterCard, American Express, and Discover. Or, you can pay using your PayPal balance.

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Is your site secure?

Yes. You pay through PayPal, the world's premier electronic payment solution so your personal information remains secure.

Do I have to have a PayPal account to buy?

No, you can pay with your credit card without a PayPal account.

When will my order be shipped?
 
Many of the products we carry ship in 1-2 weeks, EXCEPT personalized & custom items which are ALL custom made to order. The production time on those items are currently 2-3 weeks and THEN ship. After this time the item is then shipped, and received by you in 3-5 days. 
 
If you want to RUSH your order the fee is $25.00 contact us at shopurbantees@gmail.com to better assit you upon RUSH ORDERS we also have EXPRESS overnight option at a rate of approx $35.50 so please inquire if you need your order right away, thank you.
 
At shopurbantees.com often many of your items may be shipped in multiple shipments this is due to the fact that our items are handmade by different designers an thus ship separately.
 
How much is shipping and where do you ship?
 
We currently ship within the U.S. and Canada 
 
Insurance and Signature Confirmation is not included with your order but may be added for additional fee and must be requested prior to ordering.
 
Multiple shipments are often sent as items are handmade and ship separately from different locations. This often brings up the cost of our shipping rates. This is the only way we are able to offer our handmade items as we are not a factory or warehouse. 
 
 
 
What is your Return or Exchange Policy?
 
PLEASE READ OUR POLICY FOR RETURNS AND EXCHANGES BEFORE PURCHASING YOUR ITEMS:
 
ALL PERSONALIZED AND CUSTOM ITEMS ARE NON-REFUNDABLE NO EXCEPTONS. YOU AGREE TO THESE TERMS WHEN THE ITEMS ARE PURCHASED. 
 
However, if you discover within the first 5 days that your product is defective  you may return it for repair or exchange ONLY. Replacement will only be offered if your item cannot be repaired. You agree to these terms with your purchase. 
 
If you receive an item that is not what you ordered please notify us within 48 hours of delivery, so we may exchange your items. 
 
We strictly do not offer exchanges on worn custom made items or items used as photography props or  one day wear for birthdays or events.
 
SHIPPING is NON-REFUNDABLE ever.
 
Please ask all questions in regards to sizing/colors BEFORE you place your order as our items are custom made HANDMADE. We cannot be held responsible for a wrong size ordered.  We will not refund if a wrong size is sent or ordered. We reserve the right to send you a new size if the wrong size was mistakenly sent and we are not obligated to refund if a wrong size was received.
 
***  WE ARE NOT RESPONSIBLE FOR DELAYS WITH SHIPPING PROVIDERS! ALTHOUGH WE MAKE EVERY EFFORT TO ACCOMODATE SPECIAL DATES AND PHOTO SHOOTS WE ARE NOT RESPONSIBLE IF THE ITEM DOES NOT ARRIVE BY A SELECTED EVENT DATE ..REFUNDS WILL NOT BE ISSUED IF IT DOES NOT ARRIVE IN TIME. THANK YOU  FOR YOUR UNDERSTANDING. PLEASE ORDER WELL IN ADVANCE OF DATES TO AVOID DISAPPOINMENT FOR A MISSED DATE!!
 
Remember when ordering ALL ORDERS can take a minimum of 1-2 weeks to process before shipping. 
 
RUSH FEE's must be paid for your order to go out ahead of this time please message us for details and to request specific dates. Rush orders do not include Express Ship fee's.
 
*Once an order has a confirmed delivery date and time via your tracking # from USPS, WE CAN NOT AND DO NOT take ANY responsiblity for ANY order stolen or misplaced from your front door. If the order has confirmation details, this tells us that it has been delivered. Please know that it is your responsibility to have someone to receive your package.
 
Is Express Shipping available?
 
Yes. Please contact us prior to placing your order with the date and products needed and we will do our best to accomodate your request. Additional shipping may also apply.
 
RUSH ORDERS Do not include EXPRESS SHIPPING PLEASE SEND US A MESSAGE TO INQUIRE ABOUT RATES.
 
What payment methods do you accept?
We accept Debit and Credit Cards via Paypal payments. All payments and payment information is collected via an SSL secure server for your protection.
 
 
What is your privacy policy?
 
Your privacy is important to us! We will not share, distribute, rent or otherwise use or make available your information with any third party other than for the purpose of processing your order.
 
 
Will I receive the exact items as pictured on the site?
 
In most cases "YES" however, our items are hand made and materials/brands are subject to availability. We will always send something that matches beautifully with your purchased item.  This is part of the custom order business, we will do our best to provide the best product we can with the availability of our supplies.
 
Can I Rush my Order ?
 
Yes!  Rush Orders are available for additional charge. Please message us with your DATE BEFORE ORDERING and we will do our best to accomodate you. Many (but not all) Rush orders go out in 1-2 days and will be received by you in additional 3-4 days. Rush orders do not include EXPRESS SHIPPING. Please message us for rates to Express Ship your package.
 
For  Rush Orders  We cannot guarantee exact arrival time as this is up to your postal service. We are not responsible  for  unforseen delays with shipping delays. Please message us if you would also like to Express your package on top of the Rush fee.
 
PLEASE NOTE**We will not REFUND an order that was RUSHED and did not arrive in time , sorry..thank you for your understanding.
 
Please note not ALL items are available for Rush, and shipping times vary per each destination.
 
 
What are your hours of operation?
 
Monday-Friday 9am-5pm Eastern Time
 
Weekends are Family Time.
 
You may still Order your items on the weekend but they will not be submitted until Monday. Rush Orders placed over a weekend will not ship out until 2 complete business days so they will ship out Weds evening or Thurs Morning.
 
 
Is there an number I can contact Urban Tees?
 
All communication with regards to your orders will be conducted via email.   We will try to respond within 24-48 hours. If we are able to text you.. please leave your phone number.
 
When contacting us with regard to an order- For fastest service please provide order #, date of order, items ordered and name on shipping. That way can contact the appropriate designer for an update without delay.