Shipping and Returns Policy
Order Issues or Inquires
For any questions or concerns, customer service can be reached Monday through Friday 9 AM to 5 PM CST (holiday hours may differ), via phone (844-4-LIFTED), email (help@urb.shop), Chatra (the black heart icon in the bottom right), or by messaging us through the Contact tab.
Our customer service team will make every effort to contact you at the earliest opportunity, and we appreciate your patience in awaiting a response.
To facilitate prompt assistance, we kindly request that you provide all relevant details that may assist in addressing your questions.
Order Changes
Adding or Removing Items
We are unable to make any changes to your order, such as adding or removing products to your order after the order has been placed, and the payment has processed.
If you have accidentally ordered an item and the order is still processing, please contact our customer service team for assistance.
Address Updates (Unshipped Orders)
To update the address on an unshipped order, please Contact our customer service team for assistance. You will need to provide your order number and address information (street address, city, state, zip code).
Address Updates (Shipped Orders)
If you input the incorrect shipping address for your order and the order has shipped, there is nothing Lifted Made (Urb) can do for you in regards to the order unless the package is returned undamaged to Lifted Made (Urb) by the unintended recipient, and you contact customer service and provide Lifted Made (Urb) the correct address to send the package.
If your package is in route to the wrong address, you are encouraged to reach out to the carrier and see if the carrier can update the shipping address before the order is delivered to the wrong address. Here are some links that may be helpful:
Return Policy
All purchases that fall outside of the Return Policy are final and non-refundable. If you have questions, reach out to customer service via one of the methods shown on the Contact page or via Chatra (the black heart icon in the bottom right).
If your purchase was made from urb.shop and the product received is incorrect, damaged, or missing from the order, you may be entitled to a refund, replacement or credit if Lifted Made is notified within 10 days of receipt. A return, credit or exchange will not be reviewed if contact isn’t received within 10 days from when the order was delivered.
Please note that when you contact us, you will need to provide a photo of the packing slip, product, and the box it was shipped in showing the shipping label. Once Lifted Made’s customer service team receives your inquiry, your inquiry will be processed typically within 5 business days.
If you purchased one of our products at an independent retail location or through a third-party website, the return/refund/credit request must be handled directly by that store or website where the purchase was originally made.
Lifted Made retains the right to deny any refunds/credits for any reason. Lifted Made also reserves the right to deny service or sales to any person(s), business, or entity for any reason.
While Lifted Made stands behind the quality of our consumable products, the effectiveness of a product is not a valid reason for a refund or credit, as cannabinoids and psychoactive products affect everyone differently.
Shipping Methods
Shipping times may vary due to a number of factors, including, but not limited to: the selected carrier, the selected shipping method, the shipping distance, the package contents, and weather. All Shipping costs vary depending on the carrier and method selected.
If you are granted free shipping, it will be shipped with standard USPS Ground Advantage. Shipping takes about 2-8 business days after the order is fulfilled to arrive depending on the distance.
All packages containing disposable vapes or cartridges require an adult signature upon delivery.
Certain of our products, such as chocolate, require shipment via USPS Priority Mail Express, UPS Second Day Air or a comparable shipping method to reduce the risk of melting and to help ensure that product arrives in good condition. No matter the time of year, we only ship chocolate out on Monday through Wednesday.
Mail Shipping options offered at checkout:
- USPS Ground Advantage: typically ships to you in 2-8 business days after the package is transferred from Lifted Made to the carrier.
- USPS Priority: typically ships to you in 1-5 business days after the package is transferred from Lifted Made to the carrier.
- Priority Mail Express: typically ships to you in 1-2 calendar days after the package is transferred from Lifted Made to the carrier.
After the package containing your order has been picked up by the carrier, Lifted Made does not possess any other information about the location of your package other than the tracking updates automatically provided to you by Lifted Made (Urb) via email.
Should you have further questions about your package’s delivery, please reach out to the carrier directly. After your package has been transferred from Lifted Made to the carrier, Lifted Made no longer bears responsibility for the delivery timeline.
Partial Shipments
Orders may be partially shipped to you because certain of the products that you have purchased are out of stock. The remainder of your order will be shipped to you when the purchased items are in stock.
Processing Times
Processing times may be extended during holidays, re-stocks, new releases, promotions, or other reasons.
It’s essential to note that orders are processed in the sequence that they are received. Opting for any form of expedited shipping does not prioritize your order in the processing queue; expedited shipping pertains to the time your package takes to reach you after it is transferred to the carrier.
Our shipping department operates Monday through Friday. Orders placed on or around the end of the work week (M-F), may not be fulfilled until the following week, though this timing is subject to change based on order volume, stock availability and other factors. We appreciate your patience and understanding during these times.
Tracking & Delays
Tracking Your Order
After our team fulfills your order, a shipping confirmation email containing a tracking number will be emailed to you.
Please be aware that, occasionally, if you are a first-time customer or have email filters in place, your order notification might end up in your spam/junk folder.
Gmail users may find emails from Lifted Made in their ‘Important’ or ‘Updates’ folder. To ensure timely receipt of our communications, consider saving our email addresses (help@urb.shop & accounts@urb.shop) as contacts in your email platform.
Stay Informed on Your Package’s Delivery
- USPS (United States Postal Service): USPS Informed Delivery®
- UPS (United Parcel Service): UPS My Choice®
- FedEx: FedEx Tracking
Delayed Tracking Updates
Due to the substantial volume of packages leaving Lifted Made’s warehouse, it is possible that your package may not be immediately scanned into the carrier’s system when the carrier picks up your package. Our carriers typically conduct two daily pickups from our warehouse during Monday through Friday. If your tracking information hasn’t progressed beyond pre-shipment or label creation, rest assured that your package is in route, and the tracking should update once the package has reached its next destination.
Given the high volume of packages managed by our carriers, tracking information may not see updates for several days. We recommend allowing a window of 1-7 business days between scans for tracking information to update.
After the package containing your order has been transferred from Lifted Made to the carrier, Lifted Made does not possess any other information about the location of your package other than the tracking updates automatically provided to you by Lifted Made
via email. Should you have further questions about your package’s delivery, please reach out to the carrier directly.
After your package has been transferred from Lifted Made to the carrier, Lifted Made no longer bears responsibility for the delivery timeline.
Shipping times may vary due to a number of factors, including, but not limited to: the carrier selected, the selected shipping method, the distance to the delivery address, the package contents, and weather.
If you have concerns regarding the delivery of your package after it has been transferred from Lifted Made to the carrier, you should contact the carrier.
Lost Orders
In the event that you haven’t received your order within 10 business days of the expected delivery date, we recommend contacting the carrier to initiate a claim.
After the package containing your order has been transferred from Lifted Made to the carrier, Lifted Made does not possess any other information about the location of your package other than the tracking updates automatically provided to you by Lifted Made via email. Should you have further questions about your package’s delivery, please reach out to the carrier directly.
Order Returned to Sender
In the event that your order is returned to Lifted Made due to a missed signature or an address input error, we will resend the order to you. If your order is returned to Lifted Made due to an address input error, we will hold the order for you until you tell us the correct address to send the package to. Please Contact our customer service team for further assistance.
Order Cancellations
Completed Orders (Shipped)
Shipped orders are not eligible for cancellation, and refunds will not be issued.
Processing Orders (Unshipped)
Unshipped or partially unshipped orders may be cancelled and a refund or credit will be initiated for the unshipped product. If you wish to cancel your order prior to shipment, please Contact customer service.
Refunds
In this scenario, if a refund is issued, the refunded amount will be processed back onto the credit card originally used for the purchase. Depending on the financial institution that you use, the refunded amount will be reflected on your credit card typically within 3-7 business days. If you don’t see it, you should contact your financial institution.
Coupon Codes and Sales
Please be aware that only one coupon code may be applied per order, and in most cases, coupon codes are intended for one-time use per account unless explicitly stated otherwise. Promotional discounts may be subject to different guidelines.
Once an order is placed, additional coupon codes or promotions cannot be applied.If a sale has concluded or a coupon code has expired at the time of placing an order, regrettably, we are unable to retroactively honor the discount.
Should you encounter any issues while entering a code, please Contact us. Kindly provide a detailed explanation of the challenges you’re facing, along with screenshots of any error messages visible during checkout. This information will assist our team in addressing the issue promptly.
We encourage you to stay informed about our ongoing promotions and sales by regularly visiting our website.
To ensure that you receive the latest updates, consider signing up for Lifted Made’s (Urb) newsletter at the bottom of this page. This way, you’ll receive timely notifications about exclusive deals, promotions, new product launches, and more!
Still have questions?
We’re here to help with questions you may have about shipping and returns. Reach out to us directly at: help@urb.shop
Notice: the information on this Shipping & Returns Policy page may be revised at any time without notice. By using this website you are agreeing to be bound by the current version of our Terms and Conditions.
