SHIPPING & ORDERS
Q: When will you ship my order?
A: With the exception of Pre-Orders that come with their own shipping dates, all orders placed before 7am Pacific Time typically ship out the same day from our warehouse in Northern California.
In some rare cases, it may take longer due to heavier shipping volume. We do not ship on weekends or federal holidays.
You can check the status of your order 24/7 from our Tracking Portal.
Q: Can you guarantee delivery on a certain date?
A: Trust me, we'd love to. But, the truth is... sometimes, shipping times are a crapshoot with third-party carriers. Your best bet? Give yourself plenty of time. You can also choose a faster shipping option during checkout. We are not responsible for delays in delivery date times.
Q: But, what about delivery date guarantees given by third party shipping carriers?
A: If you have any issues with delivery date guarantees given by USPS or any other carrier, you are responsible for taking action to get your money back from the third party shipping company.
Q: Do you ship internationally?
A: Yes! International friends, we've got your back! We ship worldwide wherever the United States Postal Service (USPS) and UPS deliver. But, fair warning... We are not responsible for any loss due to confiscated packages by customs in your country. Prior to purchasing, please do your own research on customs, prohibited items, restrictions, and limited delivery locations!
Q: Will I be charged a customs fee when I receive my shipment?
A: Sadly, customs duties is a fact of life when shipping internationally. We have absolutely no control over this and often times, it's unpredictable who will be charged, and for how much. We've heard many happy stories, and plenty of sad ones too. So, you will be responsible for any and all customs charges.
Q: When will my order ship if I order additional in-stock items with my Pre-Orders?
A: When you place an order that includes any item from a Pre-Order, your entire order will ship together when your pre-ordered item is ready to ship. The items that are currently in-stock will not ship separately. If you would like your other items first, please place a separate order for those items.
Q: What kind of packaging do you use for your shipments?
A: We ship using a clean, discreet packaging material, so that your package won't stand out from the outside. We want your package to reach you safely without attracting unnecessary attention.
Q: My package got lost. What are my next steps?
A. Oh no! That's no fun. In this case, please email us with as much information as you can including pictures of the damage, your order number, etc. Unfortunately, we are unable to refund or replace items marked delivered by the shipping carrier. For items that are never marked delivered, please reach out to us at hi@urbanedc.com and we'll troubleshoot it together.
RETURNS & EXCHANGES
Q: How do I return an item?
A: No problem! We have a 30-Day Money Back Guarantee for a reason. With the exception of Last Call items, we offer returns or exchanges within 30 days of the original shipment date for items still in new and unused condition. You can start the process here.
Q: Can I return something after I've used it?
A: No, sorry! For all items being exchanged or returned, the original packaging must be unopened with all its original contents included, with no visible signs of wear and tear on the items, and its packaging. For example, if you ship us back a knife with signs of wear on the clip, we will not be able to accept the item.
POINTS & REWARDS
Q: How do I participate in URBAN EDC® Rewards?
A: Easy peasy. Look for the "Earn Rewards" tab at the bottom. Then, click the 'Create An Account' button to get started. Once you've registered, you can earn Compass Points in many different ways!
Q: How do I check my Compass Points Balance?
A: Your up-to-date balance is always displayed in the top of the "Earn Rewards" pop-up or in your URBAN EDC® Profile.
Q: Does it cost anything to begin?
A: Nothing is free in life – except our amazing rewards program! Sign-up is 100% free, and it will never cost you anything to earn Compass Points. Make sure to visit the "Earn Rewards" tab to get started.
Q: How long will it take for Compass Points to post to my account?
A: You'll see them in your account once you complete your actions. For purchases, they will be posted when the item(s) are fulfilled.
Q: Do Compass Points expire?
A: Never!
Q: What happens to my Compass Points if I make a return?
A: When you return an item, you lose the associated credit you originally earned by buying the item in the first place.
Q: What if I’m missing credit for a purchase?
A: If you don't see your activity show up in your account after your item(s) have shipped, please get in touch at hi@urbanedc.com. Keep in mind that on rare occasions, it may take 1 - 2 business days for activity to post to your account.
GENERAL
Q: What are your business hours?
A: Our web shop is open 24/7. (Don't you love the internet?!) Our inbox is always open (hi@urbanedc.com) so feel free to shoot us a message anytime. We will respond on a first-come, first-served basis.
Q: Can I pre-pay and reserve an item?
A: Unfortunately, we aren't able to reserve items for anybody. For items that are especially in demand, we typically limit the order to one per customer. If this is the case, it'll be clearly stated in the product description.
Q: If I add an item to my cart, is it reserved for me until I complete my checkout?
A: Your order is not complete until your payment is complete. On any given day, we have many shopping carts that have been abandoned. You can imagine what would happen if all the items in those carts were placed 'on hold' and unavailable for others to purchase - it wouldn't be fair! So yes, cart snipers might be out in full force. But, have no fear. They're harmless if you're fast enough!
Q: Do you ever have special offers or sales?
A: No... mmm, maybe. We don't publicly announce or give away our deals. Your best bet? Join our newsletter. We reward those who are more engaged with our brand because... well, we're in this for the long haul. We even have pop-up sales with a secret online location only given out to our newsletter subscribers. You definitely don't want to miss those. We take loyalty very seriously around here!
Q: Is it true that there is a secret VIP club that gets early access to the Gear Drop before anyone else?
A: Ahh, the notorious 'VIPS GET EARLY ACCESS' shenanigans. People love to hate on our best-in-class loyalty program. Let's clear the air once and for all. Yes, there is a VIP program. No, it's not a secret. It's public and open to everyone.
Spend $5,000 or more lifetime with us, and you, too, will be enshrined into the esteemed URBAN EDC® Hall of Fame, where we shower you with champagne and caviar... and of course, early access to our weekly Gear Drops events.
Once you enter our prestigious club, you'll unlock new separate VIP Tiers, enabling you to earn even more gift cards, quicker!
This is our way of thanking our most loyal customers. Hands down, this is the best loyalty program out there. We dare you to find a better one.
Q: Is everything on the Gear Drop available for Early Access VIP?
A: Not a chance! We reserve high-demand items each week for general release so they're available to everyone. The Early Access perk increases your odds of scoring an item, but won't guarantee that you'll score it.
We will always reserve more than half of all available inventory for the regularly scheduled Gear Drop. Always!
Q: Can you give me a discount if I make a large purchase?
A: We offer free domestic shipping for any order above $100. But more importantly, our focus is on building an honest community with long-term friendships and connections. We love getting to know each one of our customers.
We offer a very generous rewards program - the best in the business (seriously!). As you spend more with us, the rewards just get better and better! Just make sure that you've signed up for our rewards program and you're signed into your account when making your purchase.
You can access your account by clicking the black tab at the bottom while you're shopping with us.
If you have any questions, please reach out to us at hi@urbanedc.com!
Q: I have an expired code. Can you extend it so I can use it again?
A: Just like how food that's left out on the kitchen counter eventually goes bad, all of our vouchers have an expiration date. We do this so that we can avoid having old vouchers floating around on the web.
So we recommend you use your vouchers before the expiration date! :)
Q: When will ____ (fill in the blank) be back in stock?
A: Often times, this is really difficult to estimate. We'll do our best to bring items back in stock quickly but no guarantees.
Q: Do you have a layaway payment program?
A: For our USA and Canadian customers, we do! We want to make it as accessible as possible for you to procure your gear. Look for the Zip or Sezzle options during check out!
Q: Why do you have Pre-Orders?
A: Pre-Orders help us gauge demand for new products before we place a large order, or put new products into development. In return, we guarantee that you won't miss out on that highly popular release day "drop". It's a win for everyone!
Updates after the end of a campaign can be found in the Pre-Orders page.
Q: What is Last Call?
A: We don't do seasonal sales as we want to encourage you to jump on an item when you want it, rather than waiting. But sometimes we have items that we would prefer to move quicker to make room for the newer goodies coming in.
So Last Call items have been marked down and are priced to sell quickly. All sales are final with no returns. In return, you get an amazing piece of gear at an incredible price. Once they sell out, they're gone forever.
Q: Where else can I follow URBAN EDC®?
A: We're active pretty much everywhere... come join us! :)