Shipping & Returns
Updated: January 7, 2026
This policy details our shipping process, return conditions, refund procedures, and exchange options for all purchases made through www.urbainthreads.com. By placing an order, you agree to these terms.
1. SHIPPING POLICY:
1-1. Shipping Areas & Rates: URBAIN THREADS ships Canada-wide from our warehouse in Laval, Quebec. International shipping coming soon.
- Destination: QUEBEC - ONTARIO
- Processing Time: 1-2 business days.
- Shipping Time: 2-5 business days.
- Free Shipping: Orders $300+.
- Destination: REST OF CANADA (AB, BC, MB, NB, NL, NS, PEI, SK, NT, NU, YT)
- Processing Time: 1-2 business days.
- Shipping Time: 5-10 business days.
- Free Shipping: Orders $300+.
1.2 Shipping Carrier:
- Canada Post with tracking (Expedited Parcel).
- Signature required for orders $200+ CAD.
- Tracking number emailed within 24 hours of shipment.
1.3 Order Processing:
- Orders placed Mon-Fri before 2 PM EST: Ship same/next day.
- Weekends/Holidays: Ship next business day.
- High volume periods (sales, holidays): +1-2 days processing.
1.4 Customs & Duties:
- Domestic Canada orders: All taxes included at checkout.
- Signature items: Courier may request ID at delivery.
1.5 Shipping Address Changes:
- Before shipment: Email hello@urbainthreads.com (may incur $10 fee).
- After shipment: Customer responsibility - no refunds for wrong addresses.
2. RETURN POLICY (30 Days):
2.1 Eligibility Criteria:
- Eligible for return within 30 days of delivery receipt should be: Unworn, unwashed items with original tags attached, Original packaging + protective wrapping intact, No signs of wear, stains, odors, or alterations.
- NOT eligible for return: Final sale items (marked at checkout), Accessories (belts, jewelry, sunglasses), Hygiene items (opened makeup, socks), Personalized/embroidered items, Swimwear/underwear (unless defective), Items damaged by customer misuse.
2.2 Quebec Right of Withdrawal:
- Quebec residents: Additional 10-day cooling-off period from delivery receipt for full refund (Civil Code of Québec, art. 423). Return shipping at customer expense.
2.3 Return Process:
a. EMAIL To: hello@urbainthreads.com within 30 days with:
- Order number
- Item(s) to return
- Reason for return
b. RECEIVE prepaid return label ($15 CAD fee deducted from refund) and adress to ship.
c. PACK securely in original packaging + tags attached.
d. RECEIVE refund 5-10 business days after inspection.
2.4 Return Shipping:
- Customer pays return shipping ($15 CAD prepaid label fee).
- Free returns for damaged/defective items.
- International returns: Customer pays all shipping + duties.
3. EXCHANGES POLICY:
3.1 Same Item, Different Size/Color
- Free exchange if same price (covers return shipping).
- Process identical to returns above.
- New item ships within 1-2 business days of return receipt.
3.2 Price Adjustments
- Different price: Refund difference or charge difference.
- Follow return process + specify new size/color.
4. REFUNDS POLICY:
4.1 Processing Time
- 3 to 10 business days after return receipt/inspection.
- Original payment method (credit card, PayPal, etc.).
- No cash refunds.
4.2 Refund Amounts
- Standard Return: Item price – Return fee.
- Free Shipping Return: Item price – Return fee.
- Exchange (same price): Full item price.
- Damaged/Defective: Full amount.
- Wrong Item Sent: Full amount – Return fee.
4.3 Non-Refundable Items
- Shipping costs (except defective/wrong item).
- Gift cards (non-refundable).
- Clearance/final sale items.
5. DAMAGED, DEFECTIVE or WRONG ITEMS:
5.1 Within 7 Days of Delivery
- IMMEDIATE Email photos of damage/wrong item: hello@urbainthreads.com
- Free prepaid return label provided
- Full refund OR replacement (your choice)
5.2 Manufacturing Defects
- Lifetime guarantee on stitching, zippers, hardware.
- Excludes normal wear/tear, misuse, improper care.
6. ORDER ISSUES:
- Lost Package: File claim with Canada Post → Full refund/re-ship.
- Delivery Delay: Contact Canada Post with tracking → Store credit if >30 days late.
- Out of Stock: Full refund to original payment within 2 business days.
- Fraudulent Order: Order cancelled → No charge.
7. CONTACT INFORMATION:
Email: hello@urbainthreads.com // Response time: 24-48 hours (business days).