URBAN TUFTING support and FAQs. Find information about orders, payments, deliveries, and returns.
About Order →
Your orders are shipped within 3 business day. It may take longer if the products you ordered are out-stock
You will get an email with tracking number & tracking link after we shipped your order, click the link to track your package. Please allow 2-3 business days for the delivery status to update.
Yes, you can cancel or change your order BEFORE it is shipped. If your order has shipped.
please contact our customer service team via firstname.lastname@example.org to initiate a return after you receive your order.
We accept PayPal and Credit Card including Visa, Mastercard, American Express, etc. If your payment not be accepted at checkout, please contact us for further support.
The transaction was declined by your card issuer for some unknown reason. Please contact them for further help regarding this issue.
Manually enter the promo/gift card code at checkout. Each code can only be applied once. Discounts cannot be used in conjunction with another promotion.
We DO NOT deliver to APO/FPO or PO Boxes.
We ship worldwide, and we offer Free Shipping on orders over $90
Customs duties are charged according to the local customs policy. In general, we covers customs duties for most orders.
All return and exchange requests must be initiated within 30 days after receiving order.
Items are eligible for no damaged or altered.
Please contact us with the order number of the items for return or exchange. Products need to be returned to the address we provided instead of the one on shipping slip.
Contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Refunds will be processed within 7 days after we receive your package. Please remember it can take some time for your bank or credit card company to process and post the refund, while PayPal refunds take 1-3 business days.