Orders & Payments
Q: Which payment methods do you accept?
We accept major credit/debit cards (Visa, MasterCard, American Express, Discover) and supported digital wallets (Apple Pay/Google Pay where available).
Q: When is the daily order cut-off?
Orders placed before 5:00 PM EST on business days enter same-day processing. After 5:00 PM EST, weekends, or holidays → next business day.
Q: Can I change or cancel my order?
Yes,email support@urbanjax.store
within 12 hours of purchase with your order number. If the order has entered processing or shipped, use our returns process after delivery.
Q: Will I be charged tax?
Applicable U.S. taxes are shown at checkout; no hidden fees.
Shipping
Q: Where do you ship?
We currently ship within the United States only.
Q: How long will delivery take?
Handling: 1–3 business days
Transit (after dispatch): 4–7 business days
Total Delivery Time = 1–3 + 4–7 ≈ 5–10 business days.
Q: What are the shipping costs?
Free Standard Shipping on all U.S. orders.
Q: Which carriers do you use?
We ship with USPS, UPS, and FedEx (service varies by destination/parcel).
Q: How do I track my package?
A tracking link is emailed/SMS’d when your order ships. Tracking may take up to 24 hours to update after the first carrier scan. You can also check My Account → Orders.
Q: My tracking hasn’t updated—what should I do?
Give it up to 24 hours after the first scan. If it appears stuck for 48+ hours, email support@urbanjax.store with your order number.
Q: Do you ship to PO Boxes/APO/FPO?
Some services are limited. If your address is a PO Box/APO/FPO, email us before ordering and we’ll confirm options.
Returns & Refunds
Q: What is your return window?
Request a return within 14 days of delivery. Approved returns must arrive back within 14 days of approval.
Q: What condition must items be in?
Unworn, unwashed, unused, with all tags attached and in original packaging, free of odors, stains, pet hair, or alterations.
Q: Who pays return shipping?
For standard returns (change of mind, size, color, preference), the customer is responsible for both the return shipping cost and the return label. You may use your own carrier/label; if you ask us for a label, the actual label cost is deducted from your refund.
Q: What if my item arrived damaged/defective/incorrect or damaged in transit?
Email support@urbanjax.store within 48 hours of delivery with photos (item, outer box, shipping label). We’ll arrange a replacement or refund and provide a prepaid return label.
Q: Do you charge a restocking fee?
No restocking fee.
Q: How do I start a return?
Email support@urbanjax.store with subject “Return Request – Order #1234” and include your order number, item, reason, and photos if applicable. We’ll reply with approval and instructions.
Q: When will I get my refund?
Once we receive and inspect your return, we’ll email you the status. If approved, the refund is issued to your original payment method. Please allow up to 9 business days after inspection for funds to appear (bank/card timelines may vary).
Q: Do you offer exchanges?
Fastest method: return for a refund and place a new order. For a direct exchange, email us with your order number and the requested size/color; we’ll confirm availability.
Product & Sizing
Q: Will the jacket color match the photos exactly?
We try to show colors accurately, but displays vary by device and settings, minor differences may occur.
Q: Care instructions?
See the Care section on each product page. Most jackets are spot-clean friendly; hang dry is generally recommended. Unsure? Email us.
Account & Support
Q: Do I need an account to order?
No, but creating one lets you view order history and tracking in My Account.
Q: How do I contact support?
Email support@urbanjax.store or call +1 (912) 432-5513 (Mon–Sat business hours).
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Business Information:
Business Name: Urbanjax
Business Hours: 09:00AM to 05:00Pm EST (Mon-Fri)
Business Number: +1 (912) 432-5513
Business Mail: support@urbanjax.store
Business Address: 2101 Royal Oaks Dr, League City, TX 77573, USA
