faq

WHAT IS YOUR RETURN POLICY

UrbanOG.com wants you to Love what you ordered. If something is not right, let us know. We have a 30 day unconditional return policy. If you have any questions, please contact us via email.

How do I return my purchase?

All returns are honored within 30 days of purchase.

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.

* UrbanOG.com recommends you to ship your package with insurance using a trackable shipping method.
* Choose to be refunded in UrbanOG gift certificate credit, you will receive an additional $5 gift certificate once your refund has been processed. This does not apply to late returns, and is limited to one bonus credit per order. No cash value.

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

Final Sale items

  • Items with a price of $10 or less are Final Sale.
  • All Gift cards, Halloween Costumes, Lingerie, and Intimates 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.

WHAT IS YOUR EXCHANGE POLICY

Fashion items / Styles turn over rapidly. Therefore, UrbanOG.com cannot hold any item(s) for customer exchanges.

REFUSED & UNDELIVERABLE PACKAGES

All refused shipments & undeliverable packages will be charged 30% 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: [email protected] 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: [email protected]

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


Mailing address:

Urbanog.com

15469 Dupont Ave

Chino, CA 91710