🔒 Is it safe to order from your website?

Yes. You can shop with confidence.

We offer secure PayPal and credit card payments, and our store has received strong customer ratings on Trustpilot and Judge.me.

Our website is operated in the United States, we have a physical retail location, and customers can easily reach our support team through our published customer service email address.

Your order also includes order confirmation, shipment tracking, and customer support from purchase through delivery.

🚚 How long does shipping take?

Most orders are processed within 1–3 business days and are typically delivered within about 1 week.

Delivery times may vary depending on your location, carrier delays, holidays, extreme weather, or peak shopping periods.

Once your order ships, you’ll receive a tracking number so you can follow your package.

💳 Why did my payment fail?

A payment may fail because of incorrect card information, billing address issues, insufficient funds, bank security checks, or restrictions from your card issuer.

Please double-check your payment information and try again. You can also try PayPal, another credit card, or another available payment method.

If the problem continues, please contact your bank or card issuer.

📧 I didn't receive an order confirmation email. What should I do?

If you haven't received an order confirmation email, your order may not have been successfully submitted.

Please check your spam or junk folder first.

If the order was unsuccessful, you may still see a temporary authorization or pending hold on your bank statement.

Don't worry — this is generally not a completed charge. The temporary hold should be automatically released within 1–3 business days, depending on your bank.

💰 My order failed, but I already paid. What happened?

If your order was not successfully submitted, you may still see the payment attempt on your bank statement as a temporary hold, pending authorization, or pre-authorization.

We understand that this can be concerning, but this usually means the payment has not been fully completed.

The temporary hold should be automatically released within 1–3 business days, depending on your bank or card issuer.

If the payment changes from pending to a completed charge but you still don't have a valid order, please contact our customer service team for assistance.

💳 Why was I charged multiple times?

Multiple payment attempts may result in several temporary authorization or pre-authorization holds appearing on your bank statement.

This can happen when you attempt payment more than once and some of those attempts are unsuccessful.

Don't worry — these are generally temporary holds, not completed charges, and they should be automatically released within 1–3 business days, depending on your bank.

If you see multiple completed charges instead of pending authorizations, please contact our customer service team and we'll help you resolve the issue.

↩️ How do I return or exchange an item?

We offer FREE returns and exchanges within 30 days of delivery.

Contact our customer service team with your order number, and we’ll provide the return or exchange instructions.

Items must be unworn, unwashed, and in original condition.

📦 How can I track my order?

Once your order ships, you’ll receive a shipping confirmation email with a tracking number so you can follow your package.

✏️ Can I change or cancel my order?

Yes. Please contact us as soon as possible.

If your order has not yet shipped, we’ll do our best to update the size, color, shipping address, or cancel the order.

⚠️ What if my item arrives damaged or has a quality issue?

If you receive a damaged, defective, or incorrect item, contact us with your order number and photos of the issue.

For confirmed quality issues, no return is required. We will issue a full refund to your original payment method. 💰

🛡️ Loss and Theft Insurance

If your package is lost in transit or stolen after delivery, we will provide a full and prompt refund.

💳 When will I receive my refund?

After your refund is processed, it will be returned to your original payment method.

Most refunds appear within 3–7 business days, depending on your bank or payment provider.

🚚 Will my order actually be shipped?

Yes. Once your payment is successfully confirmed, your order will normally be processed within 1–3 business days.

During holidays, extreme weather, or high-volume sale periods, processing may take slightly longer.

If we are unable to fulfill your order, we will contact you and issue a full refund to your original payment method.

🕐 Do you stop shipping or close for long periods?

We do not normally have long-term shipping shutdowns.

Orders continue to be processed on regular business days. Weekends, major U.S. holidays, and peak shopping periods may cause short delays.

🔒 How do I know I can shop with confidence?

We operate as an independent online clothing store based in the United States and aim to make every order transparent from checkout to delivery.

You’ll receive:

✔ Secure PayPal & Credit Card Payments
✔ Order Confirmation
✔ Shipping Confirmation
✔ Package Tracking
✔ FREE 30-Day Returns & Exchanges
✔ Clear Refund Policies
✔ Customer Service Support

Payments are handled through the secure payment options available at checkout, and we are committed to helping customers resolve any order, delivery, payment, or product issues.

💌 Need Help?

Contact our customer service team with your order number, and we’ll be happy to assist you.

✨ Secure Payments • Free Returns • Easy Exchanges • Order Tracking • Hassle-Free Refunds

We’re committed to delivering your order safely and efficiently. 📦

🇺🇸 U.S. Shipping

We ship throughout the United States, including Puerto Rico. Orders are shipped from the United States and tracking information will be provided once your package is on the way.

🌍 International Shipping

Yes, we ship worldwide! ✈️
International delivery is available to many regions, including:

Europe • North America • Oceania • Asia • and more

Available shipping options and estimated delivery times will be displayed at checkout.

📦 Order Processing

Orders are typically processed within 1–3 business days. During holidays or high-volume sale periods, processing may take slightly longer.

🔎 Order Tracking

Once your order has shipped, you will receive a shipping confirmation and tracking number so you can follow your package.

💌 Need Help?

If you have any questions about your shipment, please contact our customer service team. We’ll be happy to assist you.

🌍 Shipped from the USA — Delivered Worldwide!

We're here to help you with any questions, concerns, or feedback you may have. Our team is dedicated to providing excellent customer service, and we strive to respond to all inquiries as soon as possible.

Hours of Operation
Mon - Fri: 9:00 am - 5:00 pm PT
Sat - Sun: Closed
Major Holidays: Closed

*IMPORTANT: To ensure that we can address your inquiry as efficiently as possible, we kindly request that you refrain from submitting multiple inquiries on the same subject. Doing so may result in a longer queue and delay our response time. We appreciate your understanding and cooperation in this matter, and we remain committed to providing you with the best service possible. Please add help@urbannestix.com to your address book on your email service provider to avoid our email being sent to SPAM/JUNK folder.

Note: There is a more convenient contact form at the bottom of the page.