FAQ

How TUF Works

Each order gets printed/fulfilled/shipped out in the order that it is received. As an average, most orders ship out in 3-5 business days. In some cases (and especially during peak seasons) orders may require up to 7 business days before they ship out. Because we want to get your items to you as quickly as possible, if your order contains multiple items, they may ship separately at no extra expense to you! 

Operating Hours

Fulfillment

Monday-Friday

9am-5pm

Customer Service

ASAP! We always get back to you as quickly as we can -- all 7 days of the week!

Estimated Processing Times

Watch Bands: 2-4 business days

Stickers: 2-4 business days

Phone Cases: 3-7 business days

Apparel: 5-7 business days

Mugs: 3-7 business days

Hats/Beanies: 5-7 business days

Shipping + Delivery

Estimated Delivery Times

USA: 5­-8 business days

Canada: 6­-12 business days

World: 10­-20 business days

International Orders

The Urban Flair gladly welcomes international orders! We are US based and although rare, international orders can take up 20-30 days in extreme cases. In addition, international shipments may incur customs fees. The customs policy is different in each country, and the fee is usually based on a variety of factors like weight, value, and size. We do not take responsibility for customs fees. 

Tracking

We provide tracking on all orders as a courtesy to you! You can track your order at any time here! 

Additional Shipping Notes

The Urban Flair does not have a working relationship with USPS or any other postal carrier. What does that mean? It means that just like you, we give our packages to postal carriers and trust/expect that package to get to its intended destination in a timely fashion. Unfortunately, this is also why we can not guarantee that an order will arrive by/on a specific date.While nearly all orders are delivered quickly and without issue, human error is inevitable. We understand that these kind of issues issues are frustrating and they make us just as angry!

If your order stops tracking or it seems that things are stuck: 

Try to be patient and give it a couple of days. Weather and other unforeseen circumstances can sometimes cause shipping/tracking delays. If it has been more than a week and things still don’t seem to be moving, you are welcome to reach out to us and together we will decide on our next steps! 

If your package is marked as delivered but you are unable to locate it, here’s what we recommend:

1. Validate the address you provided us. You can do so through the receipt you received via email after your purchase. A common error made is forgetting to change a default address on file when a change of address occurs — so this is always a good starting point!

2. Check with any other members of your household — parents/siblings/family members/roommates(s), etc and see if they may have potentially brought your package in and forgot to tell you. This is also pretty common!

3. Check with your close neighbors — carriers occasionally leave packages at a next door neighbor's house on accident 

4. If you live in an apartment complex/community of some sort, check with your leasing office 

5. Lastly, call and check in with your local post office. For various reasons, they will occasionally hold on to a package on site even though it is marked "delivered"

The Urban Flair cannot accept responsibility for packages that appear through tracking to have been delivered but are otherwise missing/stolen/etc. We also cannot replace orders that have been shipped to the wrong address if the one provided was not correct/current. You are responsible for providing us with an accurate/current address & are responsible for additional shipping costs that result in failure to do so. Thanks for understanding!

If you have any additional questions, please get in touch with us at orders@theurbanflair.com, making sure you quote your order number. We'll see what can be done!

Returns Policy

The Urban Flair strives to be as transparent as possible and to always ensure your satisfaction! If you have questions about any of the following, you are always welcome to reach out to us at orders@theurbanflair.com at any time!

Order Changes

Because we strive to get your order processed, fulfilled and shipped out to you as quickly as possible, it is very difficult for us to change orders once they are submitted. We recommend double checking all of your information (correct device, size, address, etc) prior to submitting your order. Of course, you are welcome to contact us as quickly as possible and we will do our best to accommodate but unfortunately cannot make any promises. 

Order Delivered: Damaged/Defective Item(s)

We do our best to make sure that errors are caught prior to shipping, but things can unfortunately happen! In the rare event that an order does make it to you and it is damaged/defective/not as described — please contact us immediately (or within 72 hours) via orders@theurbanflair.com with photos so we can resolve the issue(s) promptly! Sending us photos via your initial email will significantly speed up the process!

Order Delivered: Wrong Size/Device/Etc

If you're unhappy with the size you've received, first check that the size stated on the garment matches the size stated on the sizing chart. Though rare, it's possible that the garment was mislabelled. Let us know and we'll get it sorted out!If the issue is due to an oversight/error on your end (wrong device/etc) — please follow our Exchange Policy below! 

Exchanges

TUF does not accept returns at this time. On regular priced, non-personalized/customized items, we will offer exchanges made within 30 days of your original order date. In order to exchange your unused/unwashed/unopened TUF item(s), you must follow these steps exactly: 

1. First, kindly email us at orders@theurbanflair.com for exchange approval — we will validate that your order qualifies to be exchanged

2. Place a new order for the item(s) that you would like to exchange for

3. Send back your original item(s) with a note including old and new order numbers — Exchanges must be shipped within 15 days of new order date to:

The Urban Flair

PO Box 6604 

Oceanside CA 92052 

(Note: UPS will not deliver to PO Boxes)

4. Once we receive and inspect your item(s), we will process a refund to your original payment method for your initial order! 

Additional Notes: 

- All shipping related costs are non-refundable 

- Any additional shipping costs due to delivery related issues (including providing wrong address) must be covered by customer 

- Customer is responsible for taking care of exchange related shipping costs and ensuring package makes it to TUF (we recommend purchasing and providing us with tracking!) 

- We will not process a refund on any item(s) received that has been used/worn/tampered with 

- We are unable to process refunds on any item(s) where exchange order was not placed, where exchange has not arrived back to us or where ship back date falls outside of our designated 15 day time frame 

- All sale items or personalized/customized orders are final sale

FAQ: Clear Phone Cases

Q: Does the case have sides?

A: Yes, The Urban Flair's clear cases do have sides!

Q: What is the material like? 

A: The case is made of hybrid materials -- It is slightly flexible but not stretchy.

Q: Is this case protective?

A: Our clear cases provide light protection and will definitely hold up for almost all normal daily use. If you are prone to handling your phone more aggressively or are using it in extreme conditions, you should take the necessary precautions and check out our tough cases.

Q: Is the design on the case a sticker?

A: The design is NOT a decal/sticker -- it will be UV printed on to the back of the case using top of the line printing technology. We also provide a complimentary* 3 week window of time from the day of delivery during which, if any design issues become present, you can send us photos and a new case will be printed/shipped to you -- completely free of charge.

Q: Is the design embedded into the case?

A: No, the design will be UV printed on to the back of the case. The case's design will therefore have a slightly raised look/feel and provide some additional grip to the case. Don't worry, the design won't chip/peel! We provide a complimentary 3 week window of time from the day of delivery during which, if any design issues become present, you can send us photos and a new case will be printed/shipped to you -- completely free of charge.

Q: Can I customize the design?

A: Yes, The Urban Flair offers customization on pretty much all of our products. Request a custom case design here!

Q: When will my case arrive?

A: All of our cases are printed as orders are received. You should allow us around 3 (but up to 7 business days) to print and package your case before it is ready for shipment. Once a case ships, it is generally delivered in around 3-5 business days but is subject to vary.

Q: How should I care for my case?

A: Case can be lightly wiped down with wipe or soft towel when necessary. You should avoid extreme conditions -- such as sweat, sun, oil, etc as they may diminish the overall life of your case and its design.

Q: How long will my case last?

A: The life of your case will be entirely up to how you handle and care for it. We provide a complimentary* 3 week window of time from the day of delivery during which, if any design issues become present, you can send us photos and a new case will be printed/shipped to you -- completely free of charge. 

* Customer account must be created within 72 hours of purchase to be eligible

FAQ: Stickers

Q: What can I put my TUF stickers on?

A: Virtually anything! Our stickers aren't just "normal stickers" -- they're waterproof and weatherproof! Our customers boast over their quality all of the time! They function great as car decals, waterbottle decor and so much more! Common uses also include: Laptops, journals, planners, doors, lockers. Be as creative as you see fit! Note: Raised/bumpy surfaces may not work well. 

Q: Are they removable?

A: Yes, one of the best things about our stickers is that they are super durable but are also removable! You don't have to worry about them leaving nasty residue behind if you ever need to take them off.

Q: Can I request a sticker/get one custom-made?

A: Yes, The Urban Flair offers customization on pretty much all of our products! Request a custom sticker here!

 

Q: Which size is best for waterbottles?

A: Our customers often purchase the 3x4in option to decorate their waterbottles! It's a great size! Not too big, not too small.

Q: Will my sticker have the "theurbanflair.com" mark on it?

A: No, your shipped sticker will not have our watermark on it! We just use it on here for design protection purposes! :)

Q: Do you have any stickers that are ready to ship?

A: At this time (and like all of our products) our stickers are printed and prepared as they are ordered. We do hope to provide this option in the future! Fortunately, the current processing time is pretty quick and most stickers are shipped out in only a couple of business days! 

FAQ: Apple Watch Bands

Q: What is "vegan" leather?

A: Vegan leather is a high-quality, cruelty free "faux" alternative to leather!

Q: Will the band fit my wrist? 

A: Our bands are super versatile and should fit almost any wrist -- even the tiny ones! We would say they are best fit for wrists ranging from ~14-20cm around.  

Q: Can I request a band design/get one custom-made?

A: Yes, The Urban Flair offers customization on pretty much all of our products! Request a custom band here!

 

Q: Are your bands compatible with my Series __ Apple Watch?

A: Our bands are compatible with ALL Apple Watch Series -- 1, 2, 3 and 4!

Q: Do you offer bands for other smart watches?

A: No, unfortunately we do not offer bands for any other smart watches at this time! Sorry!

Still need help?

Send us an email and we will get back to you ASAP!

@theurbanflair

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