FAQ

RETURNS & REFUNDS

At Urban Dogs, we have a no-hassle return and refund policy. If you are not content with the item(s), you can return them within 14 days of original purchase. The item(s) must be in the original condition. You are responsible for the shipping costs to return the item. Depending on your banking institution, your refund will be credited back to your original payment method within 3-5 business days.

Do you offer refunds for damaged or defective products?

Yes. If your order arrives damaged or if you receive a defective product, please contact us within 14 days of delivery. We'll gladly offer a replacement or refund in these cases.

Urban Dogs reserves the right to refund/replacement products if the claim is submitted after 14 days of receiving the package.

Can orders be cancelled or modified once they are placed?

All orders once placed are finalized and products/shipping addresses are not able to be edited or changed. 

Order cancellation requests and modifications will be considered, but are not guaranteed. Orders are shipped as quickly as possible and cannot be cancelled once they have been dispatched.

Who pays the shipping costs in the case of a Returned Package?

In case of a Refused or Return packages, the shipping and handling fees will be charged to the payment form selected during checkout, and will be subracted from any refund.

SHIPPING & DELIVERY

How long does it take to get my order?

Orders placed on the weekends or holidays will be processed the following business day. Please allow 1-2 standard business days for your order to process. Standard operating business days are Monday through Friday. 

Domestic shipping can take up to 5 business days.

Is there free shipping?

Yes, we offer free shipping for domestic orders over $50.

PAYMENTS & SAFETY

Is my payment data safe with you? Do you accept online payments?

All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express, and Discover.

Yes, we accept online payments online. All payment processing and vital customer information is quick, easy, and secure.