Welcome to the URBANOVAC FAQ. Here you'll find answers to common questions about ordering, shipping, tracking, returns, refunds, sizing, and customer support.
How do I place an order?
Browse our collection, select the product, size, color, and quantity you would like to purchase, then click Add to Cart. When you're ready, proceed to checkout and follow the instructions to complete your order.
Once your order has been successfully placed, you will receive an order confirmation email.
How do I choose the right size?
Please review the sizing information available on the product page before placing your order.
Sizing may vary between different footwear styles. We recommend checking the product-specific size information carefully before purchasing.
If you need assistance choosing a size, contact us at support@urbanovac.com.
Can I change or cancel my order?
If you need to change or cancel an order, please contact us as soon as possible at support@urbanovac.com.
We will do our best to accommodate your request. However, once an order has entered processing or has been shipped, we may not be able to modify or cancel it.
How long does order processing take?
Orders are generally processed according to the processing time stated in our Shipping Policy.
Processing times may be affected by weekends, holidays, or unusually high order volumes.
How long does shipping take?
Estimated delivery times depend on the shipping destination and shipping method.
Please visit our Shipping Policy for current processing times, estimated transit times, shipping costs, and other delivery information.
How can I track my order?
Once your order has shipped and tracking information becomes available, you will receive a shipping confirmation email containing your tracking details.
You can also visit our Track Your Order page to check the latest available status of your shipment.
What should I do if my tracking information isn't updating?
Tracking information may take some time to update after a package has been handed over to the carrier.
If there has been no update for an extended period, please contact support@urbanovac.com with your order number so our team can assist you.
What should I do if my package arrives damaged or I receive the wrong item?
Please contact us as soon as possible at support@urbanovac.com.
Include your order number, a description of the issue, and clear photos of the item and packaging when applicable. Our customer support team will review the issue and provide further instructions.
What is your return policy?
Eligible items may be returned in accordance with the conditions and return window stated in our Return & Refund Policy.
Items generally need to meet the return conditions described in that policy. Please review the full policy before initiating a return.
How do I request a return?
Contact us at support@urbanovac.com with your order number and reason for the return.
Please wait for return instructions before sending your item. Additional information regarding eligibility, return shipping, and the return process is available in our Return & Refund Policy.
When will I receive my refund?
After an eligible return has been received and inspected, we will notify you regarding the status of your refund.
Approved refunds are issued according to the processing timeframe stated in our Return & Refund Policy. Your bank or payment provider may require additional time for the funds to appear in your account.
Can I exchange an item for another size?
Please refer to our Return & Refund Policy for the current exchange procedure.
If you need assistance with sizing or an existing order, contact support@urbanovac.com before returning your item.
What payment methods do you accept?
Available payment methods are displayed during checkout. Payment options may vary depending on your location and the payment methods currently supported by our store.
Is my payment information secure?
Payments are processed through the payment methods available through our checkout. URBANOVAC does not ask customers to send sensitive payment information by email.
Do you ship internationally?
Please refer to our Shipping Policy for the countries and regions we currently serve.
If your destination is available during checkout, the applicable shipping options will be displayed before you complete your purchase.
How can I contact URBANOVAC?
For questions regarding products, sizing, orders, shipping, returns, or refunds, please contact:
Email: support@urbanovac.com
You can also visit our Contact Us page for additional customer service information.