Return and refund policy
Last Updated May 14, 2026
We want you to have the best possible experience with Urb. Please review our refund policy below so you know exactly what to expect.
Eligibility for Refunds, Replacements, or Credits
Lifted Made maintains a policy of no refunds, exchanges, or returns; all sales are considered final once an order has been processed and shipped.
If you made your purchase from urb.shop and received a product that is incorrect, defective, damaged, or missing, you may be eligible for a refund, replacement, or credit. To qualify, we must be notified within 10 days of receiving your order. Refund, replacement, or credit requests submitted after this 10-day window will not be considered.
Lifted Made reserves the right to deny any refund, credit, or service request for any reason. We also reserve the right to deny service or sales to any individual, business, or entity at our discretion.
Replacement Requests
When contacting us defective, damaged, incorrect or missing item(s) from the order, please provide the following:
- A photo of the packing slip
- A clear photo of the product in question
- A photo of the shipping box with the visible shipping label
In some cases, a video displaying malfunction may be requested for documentation or trouble-shooting purposes.
Once we receive this information, our customer service team will typically process your request within 1-5 business days.
Third-Party Purchases
We are unable to issue refunds on purchases made through a third-party retailer or website.
If you purchased your product through a third-party retailer or website and believe it to be defective, you may be eligible for a replacement, provided the issue is reported within 7 days of purchase. We are unable to honor any replacement requests submitted after this timeframe.
To request a replacement, please provide the following:
- Proof of purchase (e.g., receipt or order confirmation)
- A clear photo of the product in question
In some cases, a video displaying malfunction may be requested for documentation and/or trouble-shooting purposes.
Lifted Made reserves the right to decline any replacement request at its sole discretion. We also reserve the right to refuse service or sales to any individual, business, or entity for any reason.
Order Cancellations and Refunds
◆ Completed Orders (Shipped)
Once an order has shipped, it is no longer eligible for cancellation, and refunds cannot be issued.
◆ Processing Orders (Unshipped)
If your order has not yet been shipped, you may cancel it at any time before fulfillment. A full refund will be processed upon cancellation. To cancel your order, please contact customer service with your order number (URB-XXXXXX).
◆ Refunds
Refunds are initiated immediately to the original payment method used at checkout. Depending on your financial institution, funds may take approximately 3–7 business days to appear. If not received within this window, we recommend contacting your financial institution directly.
*Please note: We are unable to modify orders once they have been placed. If you wish to make changes, we recommend canceling the order (if unshipped) and placing a new one.
Effectiveness or Taste of Products
While we proudly stand behind the quality of our products, individual experiences with cannabinoid and psychoactive products may vary significantly from person to person based on factors including tolerance, metabolism, dosage, body chemistry, prior cannabinoid use, and personal preference.
Flavor profiles, terpene experiences, potency perception, and desired effects are inherently subjective and may differ between individuals.
For this reason, dissatisfaction related to:
- Taste or flavor preference
- Strength or potency perception
- Expected effects
- Product feel or experience
- Personal tolerance or sensitivity
are not considered product defects and are not valid grounds for refunds, returns, replacements, credits, or exchanges.
Contact Us
Customer support is available Monday–Friday, 9 AM–5 PM CST (excluding holidays).
- Email: help@urb.shop
- Phone: (844) 353-3833 [Ext 700]
To expedite assistance, please include:
- Your order number (if applicable)
- A detailed explanation of the issue or inquiry
Our customer service team will make every effort to contact you at the earliest opportunity, and we appreciate your patience in awaiting a response.
