Shipping & Returns
For any questions or concerns, Help can be reached Monday through Friday 9AM to 5PM CST (holiday hours may differ), via email (email@example.com), Chatra (pink heart icon in the bottom right), or the Contact tab.
Customer Service will be contacting you as soon as possible, please consider adding any details that may help answer your questions. We kindly ask for your patience in receiving a response from our team.
We are unable to offer any changes to your order such as adding items to your order after it has been placed. Once your order has been fulfilled and begun shipping we will not be able to adjust or change any customer details pertaining to the order.
Important: Please double-check your name, address, and all other details before submitting your order. If you put the incorrect address and the package has shipped, there is nothing Urb can do for that order until the package has been processed for a return to sender.
No refunds, exchanges, or returns are allowed; all sales are final. Your acceptance of the terms of purchase means you agree to and understand the Terms and Conditions of Use.
The shipping time for packages depends on the carrier, the distance this package is being sent, and what the package contains. All shipping rates are determined by the carrier and the weight of your package.
If you are granted free shipping, it will be shipped with standard FedEx Ground. Shipping usually takes about 1-4 business days after being fulfilled to arrive depending on the distance.
We only ship our disposables/cartridges via FedEx Ground, Ground 2-Day, or Overnight shipping. Per FedEx’s guidelines, all packages sent through them require an adult signature upon delivery.
We ship our Edibles and Caviar Flower via USPS First-Class, Priority, or Priority Express shipping. If you are granted free shipping, it will be shipped with standard USPS First-Class. These orders typically arrive in 5-6 business days, depending on the distance. If your order also contains disposables or cartridges, it will still be sent via FedEx, meaning a signature is required upon delivery.
Our Chocolate requires FedEx 2-Day shipping for packages being sent to warmer climates, this helps ensure that our product arrives in good condition. This also applies to states not located in a warm climate during the entire course of the summer season. No matter the time of year, we only ship chocolate out on Monday and Wednesdays.
Once your order is picked up, we do not have control over your package and are not liable for any delays. Please contact FedEx or USPS directly if you have any additional concerns or need additional assistance once your package has been picked up.
Processing times may be extended during holidays, re-stocks, releases, and promotions.
Please keep in mind that orders will be processed in the order that they are placed, purchasing Expedited Shipping does not put your order at the front of the processing queue. Expedited shipping accounts for the time your package takes to arrive after being handed off to the carrier.
Our shipping department is open Monday through Friday. Therefore, orders placed after Friday at 5pm will not be fulfilled until the following week so we encourage your patience and understanding if your order was placed around these times.
We take customer satisfaction very seriously.
If a product is received not as expected or described, please reach out. We will only send replacement within 21 days of receipt of the package. This includes damaged, missing, or wrong items. We ask that a packing slip or order number is provided and in some cases, photos will be requested.
For defective items purchased outside of the Urb website, a replacement may be sent, depending on your state’s restrictions, if a receipt from the original purchase within 21 days is provided along with photos of your defective device. Replacement will not be authorized without a receipt for proof of purchase.
Occasionally, a lost or damaged parcel may delay shipping and delivery. In the event you have not
received an order within 10 business days, we urge customers to speak with the carrier to file a claim. If
the shipping method selected does not include insurance, Lifted Made is not responsible for lost,
damaged, or stolen items.
If you chose First Class Shipping for your order, your package is not
insured and you cannot file a claim with the shipping carrier.
As noted earlier, once we hand your
package off to the shipping carrier, we have no control over its whereabouts. You can try to call your
local Post Office, FedEx, or UPS to see if they can help you locate your package.
Returned to Warehouse
If there was nobody to sign for your package or an input error of the address and your order is returned to us, you may either have a refund issued OR request to reship the order.
Refunds can take 2-7 business days from when we issue credit for it to return to your financial institution.
Unshipped orders can be cancelled for a full refund. For assistance cancelling an unshipped order, please reach out to Help with an order number.
If an order has left our warehouse, the order cannot be cancelled.
Coupon Codes and Sales
Only one coupon code may be used per order. If a sale ended or a coupon code expired when an order was placed, unfortunately we cannot honor the discount any longer. Keep an eye on your emails or the site for upcoming promos and sales!
If you feel there is an issue with entering a code, please reach out to us. Please provide a detailed explanation of what issues you’re experiencing, and a screenshot of any error messages you are seeing at checkout!
Help can be reached Monday through Friday 9AM to 5PM CST via Chatra (pink heart icon in the bottom right) or through the Contact page.