FAQ

How long does it take to process an order?

Orders are typically processed within 1-3 business days, Monday through Friday, excluding U.S. public holidays. You will receive a confirmation email with tracking information as soon as your order ships and tracking becomes available.

Can I change or cancel my order after placing it?

Address changes and cancellations are only possible within 24 hours of placing your order and only if the order has not yet entered processing. To request a change or cancellation, please email us as soon as possible at support@urbann-vibe.com with your name and order number. Once an order has been processed or shipped, modifications can no longer be guaranteed.

What if an item is out of stock after I place my order?

If an item becomes unavailable after you place an order, we will notify you as soon as possible and offer a suitable replacement or a full refund. If we cannot fulfill the item, a full refund will be issued to your original payment method.

To report any issue with your order, please contact us at support@urbann-vibe.com with:

• Your order number
• The item or items affected
• A short description of the issue
• Photos, if applicable

Where do you ship?

We currently ship to addresses within the United States only. International shipping is not available at this time.

How much does shipping cost?

Shipping is FREE on all orders within the United States, with no minimum purchase required. Product prices are tax-inclusive where applicable. Any tax details are shown clearly before payment. There are no hidden shipping fees at checkout.

How long will my order take to arrive?

• Processing Time: Most orders are processed within 1-3 business days (Monday – Friday, excluding U.S. public holidays).
• Transit Time: After processing, orders are typically delivered within 5-8 business days.
• Total Estimated Delivery Time: 6-11 business days from the date the order is placed.

What is the order cutoff time?

The order cutoff time is 2:00 PM (Mountain Time). Orders placed after 2:00 PM Mountain Time, or on weekends and U.S. public holidays, will be processed on the next business day.

How do I track my order?

You can track your order using the Track My Order feature on our website by entering your tracking number. If your tracking number appears inactive after a few days, please contact us at support@urbann-vibe.com so we can verify the shipment status.

Will my order ship in one package?

Depending on the size and contents of your order, items may be shipped in more than one package. If your order ships in multiple packages, they may arrive 1-2 business days apart. Each shipment will have its own tracking number when available.

What is your return policy?

We accept returns and exchanges on all items within 30 days from the date your order is delivered. Items must be new, unused, unworn, unwashed, and returned with original tags attached and original packaging when available. For full details, please see our Refund Policy.

How do I start a return or exchange?

To initiate a return or exchange, please contact us at support@urbann-vibe.com within 30 days of delivery with your order number and the reason for your request.

• Important: Do not send items back before contacting us. Return instructions and the applicable return address will be provided by email. Our team responds within 2 business days with return instructions.

Who pays for return shipping?

• Preference, Fit, Size, or Change of Mind: The customer is responsible for purchasing and paying for the return shipping label.
• Defective, Damaged, or Incorrect Items: Please contact us before sending the item back. If the issue is confirmed, Urbann-Vibe will cover return shipping by providing return instructions, a prepaid return label, or another approved return shipping solution.

Do you charge restocking fees?

No. We do not charge restocking fees.

When will I receive my refund?

Refunds are issued to your original payment method within 5 business days after we receive and inspect the returned item. Depending on your bank or payment provider, the refunded amount may take a few additional business days to appear in your account.

How do I know what size to order?

When available, product pages include size information or a size chart. We recommend reviewing the measurements before purchasing. If you are unsure about sizing, please contact us at support@urbann-vibe.com with the product name or product link, and we will be happy to assist you.

What if an item arrives damaged or different from what I ordered?

If your order arrives damaged, defective, or incorrect, please contact us as soon as possible, and no later than 30 days from delivery, at support@urbann-vibe.com with your order number and clear photos of the issue.

Store and contact information

• Store Name: Urbann-Vibe
• Legal Entity Name: WELLFIELD LLC
• Company Registration Number: 6038603
• US Registered Address: 2105 Vista Oeste NW Ste E, Albuquerque, NM 87120-3693, United States
• Operations Office (Europe): Route de Lausanne 5A, 1041 Bottens, Switzerland
• Customer Support Email: support@urbann-vibe.com
• Customer Support Phone: +1 505 418 2082
• Support Hours: Monday – Friday, 9:00 AM – 5:00 PM (Mountain Time)
• Response Time: We respond to all customer inquiries within 2 business days.