URBANOG.com

We want you to love what you ordered. If something is not right, let us know. We have an unconditional return policy.

To start your Return please download the Return/Exchange Form:
(Must include form with Return or Exchange)

Returns must be in its original, UNWORN condition, within 30 days of purchase. Please include the reason for the return. Shipping fees are non-refundable for returns. You MUST include the original invoice along with the returned merchandise in order for us to process your return quickly, and include the order number on your return label.
Use protective box or wrap with thick paper. Item(s) received unwrapped or without the original box will be subject to a 15% restocking fee.
Customers are responsible for the return shipping. UrbanOG.com recommends you to ship your package with insurance using a trackable shipping method.
Items with a price of $10 or less are Final Sale. All Accessories, Swimwear, Beauty/Cosmetic, Halloween Costumes, Lingerie, Intimates are Final Sale.
ALL SALES ARE FINAL ON INTERNATIONAL / CANADA ORDERS

Refunds are processed within ten (10) business days after receipt of package.

Send all return/exchange merchandise to:
UrbanOG.com Returns
15469 Dupont Ave
Chino, CA 91710

Fashion items / styles turn over rapidly. Therefore, UrbanOG.com cannot hold any item(s) for customer exchanges. If you would like to exchange an item, please follow the instruction below: (all exchanges and return are honor within 30 days of purchase)

Customers are responsible for the return shipping. UrbanOG.com recommends you to ship your package with insurance using a trackable shipping method.

To start your Exchange please download the Return/Exchange Form:
(Must include form with Return or Exchange)

1. Find the item you wish to exchange for.
2. Purchase it like a brand new order, checkout & PAY for it immediately.
3. You will have a new order number for the new purchase.
4. Return the unwanted item along with original packaging, invoice and return/exchange form. Please check "Exchange" and write the order number of the new purchase.
5. Item(s) received unwrapped or without the original box will be subject to a 15% restocking fee.
6. We will issue you a FULL refund including Shipping on the initial order (Shipping for the NEW order will not be refunded) once we receive the return.

Items with a price of $10 or less are Final Sale.
All Accessories, Swimwear, Beauty/Cosmetic, Halloween Costumes, Lingerie, Intimates are Final Sale.
ALL SALES ARE FINAL ON INTERNATIONAL / CANADA ORDERS

Refunds are processed within ten (10) business days after receipt of package.

Send all return/exchange merchandise to:
UrbanOG.com Returns
15469 Dupont Ave
Chino, CA 91710

Email us at: info@urbanog.com
Emails are answered in the order that they were received. Delays may occur during weekends and holidays.

Customer Service hours:
Monday through Friday, 9:00am - 4:00pm Pacific Standard Time

Phone: 1.866.961.8880
Phone: 1.909.393.6880

Mailing address:
Urbanog.com
15469 Dupont Ave
Chino, CA 91710

All refused shipments will be charged 30% restocking fee based on the purchase price of the rejected merchandise(s). Shipping fee is non-refundable.

All undeliverable packages due to incorrect name or address, or not present / failure to claim will result in a 20% restocking fee. Shipping fee is non-refundable.

On very rare occasions, we do make mistakes on shipping item. Please contact us when this happens, UrbanOG.com will make it right. We may or may not require the original item to be returned back to us.

We reserve the right to request for photos of the wrong item shipped to you.

For all defective items please start a damage claim by contacting: rma@urbanog.com
Send clear photos of the wrong/defective item and a copy of the original invoice.

Refund will be made within ten (10) business days after receipt of package.

URBANOG.com respects your privacy. Any personal information such as your name, phone number, address, e-mail address, products purchased, etc, obtained through URBANOG.com is private, and is maintained by URBANOG.com in a secure and protected environment, and will never be released to any third party.

URBANOG.com is a secure site. Once you enter our checkout page, you are on a secure server, using what is called SSL (secure socket layer) technology. Your credit card and personal information is encrypted when transmitted to us and are stored in a safe environment. Sometimes you may get a message that some pages on URBANOG.com are not secure. This is a security alert message which results from browsing to a non-secure page from a non-secure page. URBANOG.com only secures the pages that contain your personal information including credit card number. This helps us keep the site quick and efficient.

Urbanog.com will send you a confirmation email when your payment is received. Once you have completed checkout, you may check the status of your order at any time. (Tracking information email may be in your Junk Mail folder)

We accept all major credit cards.

Sales tax are added to orders shipped to California. Sales tax is 7.75%.

For domestic customers, please note that we only ship to the credit card holder's billing address. On occasion we will make exceptions: pending identification/ documentations request from our security department. If you are using a foreign credit card for shipping to U.S. address, our system will trigger a security response, and we will not be able to process your order.

For international customer, when a credit card is used, your order will go through our Fraud Prevention Department for review, and we will notify you via email if your credit card status is not within the Visa/Mastercard security measures; at that point, we might issue a refund back on your card, and request bank wire transfer, with an additional $15 wire fee.

All international orders are subject to duties, taxes and fees as determined by their local government. The customer is responsible for all duties and taxes.

For international customer, when a credit card is used, your order will go through our Fraud Prevention Department for review, and we will notify you via email if your credit card status is not within the Visa/Master card security measures; at that point, we might issue a refund back on your card, and request bank wire transfer, with an additional $15 wire fee.