SHIPPING POLICY
Shipment Processing Time
- All orders are processed within 1-3 business days.
- We do not ship or deliver on weekends or holidays.
- In instances of high order volume, there may be a slight delay in shipment. If this occurs, we'll ensure you are informed via email or telephone.
Shipping Rates & Delivery Estimates
- Shipping charges for your order will be calculated and displayed at checkout.
- Estimated delivery for US orders: 8-16 Business Days.
- We do not guarantee specific shipping times, and occasional delivery delays can occur.
Shipment Confirmation & Order Tracking
- Upon shipment, you'll receive an email confirmation containing your tracking number(s).
Limitation of Liability
- Our responsibility for the products ends once they are handed over to the shipping provider.
Force Majeure
- We are not liable for any delays or failures in performance due to circumstances beyond our control, including but not limited to acts of God, war, strikes, or natural disasters.
Customs, Duties, and Taxes
- Urbanleashes.com is not liable for customs, duties, or tax fees incurred on international orders.
- If a package is returned due to unpaid customs, taxes, or other related fees, we will refund the product cost, but the shipping charges will be retained.
Damages
- If your merchandise arrives damaged, please provide photographic evidence and email it to urbanleashes@gmail.com within 24 hours of the item being marked as "Delivered." We will only replace damaged goods within 24 hours of a 'Delivered' status.
Lost Items Terms
- Items are considered lost if the tracking status isn't "Delivered" and it's been over 35 days since the order was placed.
- For incorrect addresses resulting in returned packages, contact our customer support.
- If an item is missing in an intact package, notify our customer support.
Stolen Item Terms
- For items marked as "Delivered" but not received, a police report is required within 14 days from the delivery date.
- Forging a police report will result in legal actions.
- If a package's status is "Delivered" but it hasn't arrived, wait for 5 days post the delivery date (but no more than 14 days) before seeking resolution.
Damaged Item Terms
- We replace items if they are defective or damaged upon arrival.
- Report damaged items within 24 hours of delivery with supporting photos for assessment.
- Urban Leashes may request the product's return or choose to replace the damaged item without a return.
Jurisdiction
- Any disputes arising from this policy will be settled in the state courts of California, specifically "the Superior Court of California, County of [Specify the desired County, e.g., 'Los Angeles']".
For all inquiries and assistance, please reach out to urbanleashes@gmail.com. We are dedicated to ensuring your satisfaction.
TRACKING INFORMATION
You will receive an email with a tracking number once your order is shipped, but sometimes, due to free shipping, tracking is not available.
MY TRACKING SAYS, “NO INFORMATION AVAILABLE AT THE MOMENT”.
For some shipping companies, it takes 1-5 business days for the tracking information to update on the system. If your order was placed more than 5 business days ago and there is still no information on your tracking number, please contact us.
WILL MY ITEMS BE SENT IN ONE PACKAGE?
For logistical reasons, items in the same purchase will sometimes be sent in separate packages, even if you’ve specified combined shipping.
If you have any other questions, please contact us, and we will do our best to help you out.