Shipping policy
Shipping Policy
Order Processing All UrbanQilin products are made on demand. Once you place an order, it enters production and cannot be changed or canceled. Production times vary by item and fulfillment location, but most orders are processed within 2 to 7 business days before shipping.
Shipping Times Shipping times depend on the destination, carrier, and fulfillment center. Estimated delivery windows are provided at checkout but are not guaranteed. Delays may occur due to carrier issues, customs processing, weather conditions, or other factors outside our control.
Shipping Costs Shipping rates are calculated at checkout based on your location, the items in your order, and the fulfillment provider. Any applicable taxes, duties, or customs fees are the responsibility of the customer.
Order Tracking Once your order ships, you will receive a confirmation email with tracking information. Tracking updates may take up to 48 hours to appear depending on the carrier.
Multiple Shipments Because UrbanQilin uses multiple fulfillment partners, items in your order may ship separately. You will receive tracking information for each shipment.
Incorrect or Insufficient Addresses Please ensure your shipping address is complete and accurate. UrbanQilin is not responsible for orders lost or delayed due to incorrect or incomplete addresses. If an order is returned to the fulfillment center due to an address issue, reshipment costs are the responsibility of the customer.
Lost or Delayed Packages If your package appears lost or significantly delayed, contact us at support@urbanqilin.com. We will work with the carrier and fulfillment partner to investigate. Replacement eligibility depends on the carrier’s resolution.
Damaged, Defective, or Incorrect Items If your order arrives damaged, defective, or incorrect, contact us within 30 days of delivery at support@urbanqilin.com with photos of the issue. We will review your claim and provide a replacement if approved.
International Shipping International orders may be subject to customs fees, import taxes, or duties. These charges are determined by your country’s customs office and are the responsibility of the customer. Delivery times may be extended due to customs processing.
Shipping Restrictions Certain items may not be available for shipping to all locations due to carrier or customs limitations. If an item cannot be shipped to your region, we will notify you and issue a refund.
Contact For any shipping questions, contact us at support@urbanqilin.com.