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Customer Service

SHIPPING

Excluding holidays, all orders are shipped on business days, Monday through Friday.If the item happens to be out of stock, we will notify you via email. Please allow 2-3 business days for packing and processing, though we’re pretty excited to get you your order so it will likely be quicker. For the most part we ship with a tracking number via USPS unless you notify us of a rush order. Shipping costs are added to your order at checkout.

We do ship internationally, but customs and import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel. We have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you may want to contact your local customs office for further information. Also note, we are unable to provide international tracking numbers. For this reason, when shipping internationally, UrbanUndercover is not responsible for lost packages, customs delays or any other claims. We will, however, try to assist you as best we can in resolving any issues.

TAXES

Under Minnesota State Law, clothing is not taxed and UrbanUndercover is not collecting your state’s taxes with your purchase. You are expected to comply with your state’s current laws regarding internet purchases.

RETURNS POLICY

We truly hope you love your purchase, but if not, you absolutely may return new, unused items within 30 days of delivery for a full refund. We’ll pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.), otherwise it is the responsibility of the customer. Please note, because we sell underwear, we ask you to take care when trying on for the first time. Please shower, put on a clean pair of underwear and then try your new UrbanUndercover undies on over those underwear. If they do not fit, please contact us so we can help with the return.

You will see your refund to your original form of payment within four weeks of giving your package to the return shipper. However, in many cases you will receive a refund more quickly. This time period includes the 5-10 days transit for us to receive your return from the shipper, the 3-5 days it takes us to process your return once we receive it, and 5-10 days it takes your bank to process our refund request.

ORDERS

All orders are processed and sent within two business days (Monday through Friday), excluding holidays, if the merchandise is in stock. If we are out of stock and the website has still allowed you to place an order for the item, you will be notified via email. UrbanUndercover ships via the US Postal Service First Class Mail. Priority and Express Shipping are available upon request. 

RETURNS 

If you are not happy with your item, we are happy to exchange or return the item, unused and in it's original condition, within 14 days of your purchase. Please contact imagine@sgdstyle.com for return/exchange information. Return shipping costs are the responsibility of the purchaser. 

TAXES

Under Minnesota State Law, clothing is not taxed and UrbanUndercover is not collecting your state's taxes with your purchase. You are expected to comply with your state's current laws regarding internet purchases. 

DOMESTIC SHIPPING 

There is a flat $5.00 shipping charge on all US orders via US Postal Service for First Class Mail. Estimated delivery, after the two day processing, is 2-3 business days from the ship date (overall 3-6 business days). If you would like your order shipped Priority mail, contact imagine@sgdstyle.com to arrange a speedy delivery. Orders are shipped to the address designated by the purchaser.

SHIPPING INTERNATIONAL ORDERS

Please contact imagine@sgdstyle.com for more information on purchasing international orders. Estimated cost via USPS Air mail flat rate is $15 with an estimated delivery time of 14 days, depending on country and customs. Due to shipping restrictions, we are unable to provide a tracking number once it leaves the United States because the package is transferred to the destination country's postal service for customs. Due to this glitch, we can not be responsible for any delays in customs or lost packages. If you would like to arrange another way of shipping so your package can be tracked, please contact us at imagine@sgdstyle.com.

CUSTOMER SERVICE

Please visit our contact page to send a message, email imagine@sgdstyle.com or phone 651-334-9004 with any additional questions, comments or concerns.

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