American Express

Returns

We want you to be passionate about your purchase! If you’re not feeling the love, return the product(s) within 30 days for a full refund. Customer is only required to pay return shipping fees.

All regular priced products that are purchased from Urban Tots may be returned within 30 days for credit to card (to the card originally used), in house credit or exchange, as long as it is unused, and in its original condition. Unfortunately, sale or holiday items cannot be refunded.

Any item not in its original condition, is damaged or missing parts for reasons not due to our error will not be eligible for a refund or exchange. Any item that is returned more than 30 days after delivery will not be eligible for a refund or exchange. Gift cards are non-returnable.

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right. To speed up the process, please e-mail us a photo of the item to info@urban-tots.com.

We process returns in the order in which they are received at our warehouse. Please allow 3-4 business days after receiving your return at our facility for processing.

Exchanges

We do offer exchanges. Please note that the typical processing time still applies for exchange items as these are processed as new orders.

Initiating a Return or an Exchange

Returning your Urban Tots order online is easy!

If you placed your order using a urban-tots.com account:

Log into your account
Select 'My Account'
Find the correct order, and click 'Request a return'
Select the item(s) you would like to return
Choose your return reason from the drop down box
Click 'Next' to have your return initiated
Once the return has been approved, the return label will be sent to your email address
Place your item(s) and the order receipt in a secure package
Attach USPS return label to the package and drop in your mailbox or in any United States Post Office drop box

If you don't have an Urban Tots account:

Enter your order number and email here, and follow the steps.
Once the return has been approved, the return label will be sent to your email address
Place your item(s) and the order receipt in a secure package
Attach USPS return label to the package and drop in your mailbox or in any United States Post Office drop box

A $5 return shipping fee will be deducted from all returns.

Customer can also pay their own return shipping fees. In that case, we suggest to obtain a tracking number and insurance as we are not responsible for lost packages.

Once your return is received and inspected, we will send you an email to notify that we have received your returned item. We will also notify you of the approval or rejection of your refund or exchange.

The refunds are processed immediately after a return has been approved. Please allow 5-10 working days for the payment to appear in your account. If you haven’t received a refund yet, first check with your bank. It may take some time before a refund is officially posted.

Cancellations

Please contact us at info@urban-tots.com within 48 hours of when you placed the order if you require any changes or would like to cancel your order. Orders that are cancelled after the 48 hours will have a $10 of administration fee deducted from the refund amount.

If your order is being delayed due to an unexpected event that is outside of our control (weather, global crisis, natural disaster, war or any other force majeure event), and you wish to cancel your order, then a $10 of administration fee still applies.

Orders that have already shipped can not be changed or cancelled.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be emailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

For any additional information, please contact us at info@urban-tots.com.