Frequently Asked Questions (FAQ)

Orders

How do I place an order?

Simply select your preferred items, choose your size, and proceed to checkout. Once your order is placed, you will receive a confirmation email.

Can I change or cancel my order?

Orders are processed quickly. If you need to make changes or cancel, please contact us as soon as possible. Once an order has been shipped, changes may not be possible.

Shipping & Delivery

Where do you ship?

UrbanClans ships worldwide.

How long does delivery take?

• United States: 7–10 business days

• International orders: Delivery times vary by destination and customs processing

Do you offer free shipping?

Yes. Free shipping is available on orders over $100 within the United States.

Will I receive tracking information?

Yes. All orders include tracking. Tracking details will be emailed once your order ships.

Returns & Exchanges

What is your return policy?

We accept returns within 30 days of delivery, provided items are unused, unworn, and in original condition.

Do you offer exchanges?

Yes. We offer exchanges for size changes, defective items, or incorrect orders, subject to availability.

How do I start a return or exchange?

Contact our support team at support@urbanclans.com with your order number and request.

Products & Sizing

How do I know which size to order?

Please refer to our Size Guide on each product page for detailed measurements and fit recommendations.

Do your products run true to size?

Fit may vary by style. Many of our pieces feature a modern or oversized fit. Fit details are provided on each product page.

Payments

What payment methods do you accept?

We accept major credit and debit cards, as well as other secure payment methods available at checkout.

Is my payment information secure?

Yes. All payments are processed through encrypted, secure payment gateways.

Contact & Support

How can I contact UrbanClans?

Email us at support@urbanclans.com or call (518) 310-3221 during business hours.

How long does it take to get a response?

We aim to respond within 24–48 business hours, Monday through Friday.

If you have additional questions not covered here, please contact our support team. We’re always happy to assist.