faq

WHAT IS YOUR EXCHANGE POLICY

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:

How do I make an exchange?

All exchanges and returns are honor within 30 days of purchase.

  • Find the item you wish to exchange for.
  • Purchase it like a brand new order, checkout & PAY for it immediately.
  • You will receive a new order number for the new purchase.
  • Follow the return policy to return your unwanted items.
  • Please write "Exchange" and the order number on the return checklist.
  • 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.

To return your item(s), follow the instructions below:

  • Click RMA Request
  • Sign in to your account.
  • Scroll down to "My Orders" and locate the order which contains the item(s) you wish to return. Follow the prompts to initiate your return.
  • Print out the prepaid UPS Return Label and tape it to your package.
  • Take it to any UPS location.

* When returning items with our UPS Return Label, a $7 shipping cost will be deducted from your refund credit.

You can also return items via an insured mail service of your choice to:
UrbanOG.com Returns
RMA# __________
15469 Dupont Ave
Chino, CA 91710

  • Returns must be in its original, UNWORN condition, within 30 days of purchase.
  • Please include the reason for the return.
  • Original shipping charges are non-refundable.
  • 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.
  • UrbanOG.com recommends you to ship your package with insurance using a trackable shipping method.

Final Sale items

  • Items with a price of $10 or less are Final Sale.
  • All Gift cards, Accessories, Swimwear, Beauty/Cosmetic, Halloween Costumes, Lingerie, and Intimates are Final Sale.
  • All International / Canada orders are Final Sale.

Returns are processed within 10 business days after receiving your return. We'll send you an email confirmation when your refund has been issued.

REFUSED & UNDELIVERABLE PACKAGES

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.

WRONG / DEFECTIVE ITEM POLICY

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.

How to contact us

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