FAQ

Q- How much is shipping? 
A- We Offer Free Worldwide Shipping On All Orders!

Q- How long does shipping takes?
A- CND & US orders take between 8-16 business days to arrive at their destination. Some products with high demand can take up to 20 business days.
International delivery usually takes between 10 – 15 business days. 

Due to unexpected Covid impacted delays, orders could take longer depending on items and destination requested.

Q- Where is my order?
A- You can track your order here: TRACK MY ORDER using the tracking number sent to you via email.
Most orders worldwide will be received within 1-2 weeks of placing your order, depending on the product ordered and the destination.

Q- What is my tracking number?
A: This is how you will be able to track your order. Your tracking number is sent to you via email and will be available 2-3 business days after your order is placed. Please reach out if you haven’t received your tracking number 5 business days after placing your order by contacting support at support@theurbanmoose.com.

Q - I've lost my tracking number. What can I do?
A: Simply contact us at support@theurbanmoose.com with your full name and mailing address, and we will resend your confirmation number.

Q- How can I make changes to my order?
A- If you need to make changes to your order you will need to contact us within 6 hours of placing the order.

            We Can Change:

                 - Your delivery details
                 - Your name
                 - Your email
                 - Your phone number

Q- How can I cancel my order? 

A- You must contact us within 6 hours.
    -We cannot cancel your order once it has already been shipped.  

Q - What is your return policy?
A: Items are returnable up to 30 days after purchase if they meet the criteria noted in our Refund and Return Policy.

Q - Who do I contact if there's something wrong with my order?
A: If there's a problem with a purchase, let us know right away! Describe the issue and send a video showing your defective product not working to support@theurbanmoose.com within 7 days of receiving your item.