Frequently Asked Questions (FAQs)

HOW DO I TRACK MY ORDER?

You can track your order in multiple ways:

  • We will provide you Order No. as soon as you complete your purchase. You will also receive an email notification with your order number.
  • You can also track your order by visiting the home page of our website. Please click on 'Track Your Order,' and all the order information will be available for you.
  • If you have an account with us, you can view all your past order history at https://www.urbane-paradise.com/account (Or by clicking on the account icon on the homepage)

Note: If you are unable to track the order, please contact us to resolve it.

HOW CAN I CHANGE OR CANCEL MY ORDER? 

To change or cancel your order before it is shipped, contact us at support@urbaneparadise.com. Once the package is shipped, we will not be able to cancel the order. You can view our return and refund policy at https://www.urbaneparadise.com/policies/refund-policy.

CAN I RETURN OR EXCHANGE AN ITEM?

You can ask for a refund of the unpacked item equivalent to the merchandise value within 15 days of receiving an order. We will send you the return address. Note: The customer will pay for the return shipping. Please refer to your return policy page for further details.  

WHY AM I UNABLE TO TRACK MY SHIPMENT AFTER 7 BUSINESS DAYS SINCE I ORDERED?

Should you not receive your shipping and tracking details 7  days after your purchase, please contact at support@urbaneparadise.com. We will take it from there and let you know.

WHAT ARE SHIPPING OPTIONS AVAILABLE? 

We are currently offering free shipping within the USA with no conditions on the minimum purchase amount. It might change in the future.

HOW LONG THE SHIPMENT TAKES TO REACH ME?

Shipping times are mentioned on the individual product pages. So, if an order has multiple items, you might receive your products in separate packages at different times. NOTE: Please expect a delay of 5-7 business days (Due to the COVID19 situation). Although we take the utmost care to expedite the processing and ship your order and provide the tracking number within 5-7 days , the shipping carriers and the government will decide when to deliver your order. 

CAN I CHANGE MY SHIPPING ADDRESS AFTER PLACING ORDER?

Please be advised that your shipping address cannot be changed after the order has been processed or shipped. Please contact us within the first 6 -12 hours of placing the order to change the address at our warehouse site.

WHY IS MY ORDER DELAYED?

It is rare, but the delay might happen because of bad weather or because of customs processing. Your country custom might hold the product for verifying the product quality certification. This process may take a few days to resolve. However, if your product does not reach you even after 14 days of the estimated shipping time mentioned for each product, you will be eligible for a full refund. Contact us at returns@urbaneparadise.com.

WHAT SHOULD I DO IF THE PRODUCT IS INCOMPLETE/ DEFECTIVE?

If you receive a damaged, incomplete, wrong color or size product, please click a picture and contact us immediately for replacement or refund. For details, please visit our returns and refunds page.

 

WHERE ARE YOUR ITEMS PRODUCED?

We collaborate with both local producers and foreign manufacturers. We source locally wherever possible after considering both quality and price.

DO I NEED TO HAVE AN ACCOUNT TO ORDER?

No, you can also place an order as a guest. But there are some perks if you have an account with us:

  • Quick checkout process
  • Easily view your order status and order history
  • Be the first to know about the latest deals, style updates & more.
HOW CAN I GET INFORMATION ABOUT UPCOMING SALES AND SPECIAL OFFERS?

The best and easiest way is to get your notifications via email if you subscribe to our newsletter at the bottom of any page of Urbane Paradise. You can also follow us on social media, where we post all the information beforehand.

HOW SECURE IS MY ONLINE ORDER?

We pay utmost importance to safeguard your payment information. All our payments are fully secure and powered by  PayPal & Stripe. Stripe is considered the new gold standard for eCommerce payment security. Stripe has been audited by PCI-certified auditors and is certified to PCI Service Provider Level 1. It is the most stringent level of certification available in the payments industry.

All transactions are SSL (Secure Socket Layer) protected. Your information and your donors' information are securely transmitted during the processing of all payments. All credit card numbers are encrypted and safely stored in Stripe's state of the art data-center to ensure both the security and integrity of your donors' information.

We have attached here the screenshot of some of the leading eCommerce businesses that use Stripe as their payment gateway.

For details, please visit https://www.urbaneparadise.com/policies/privacy-policy.

WHAT PAYMENT METHODS DO YOU ACCEPT?

We accept all major credit cards (VISA, Mastercard, Discover, AMEX), PayPal Shop Pay, Google Pay, Apple Pay gateways.

WHAT ARE THE CURRENCIES YOU ACCEPT?

As of today, we accept our payments in USD, CAD, EUR, GBP & AUD. We are in the process of adding more currencies for your convenience.

For further questions, please contact us at support@urbaneparadise.com.