WE ARE FULFILLING ORDERS AS NORMAL 😊👍🏼
- CLICK TO READ ALL COVID-19 RELATED TUF UPDATES -

FREE SHIPPING ON ORDERS:
US ($35+) | INTERNATIONAL ($60+)

HELP CENTER

Frequently Asked Questions

If you cannot find what you’re looking for, please fill out the form at the bottom of the page!

GENERAL QUESTIONS

Each item in your order will be made just for you! Orders are fulfilled in the order that they are received and the actual time between when an order is placed and when it ships does vary.

Almost always, orders are ready to ship out in 7 business days or less and on average, most will go out in just 1-3!

Based on internal logistics (that we won't bore you with) and efforts to get items out as quickly as possible, there is a chance that the items in the same order may ship separately. This is at no extra expense to you and we always provide tracking on all shipments!

We are located in (and design TUF stuff) in beautiful San Diego, California! Our fulfillment centers, however, are located all across the globe for your convenience!

Fulfillment
Monday-Friday | 9am-5pm

Customer Service
ASAP! We always get back to you as quickly as we can -- all 7 days of the week!

General: contact@theurbanflair.com 
Orders: orders@theurbanflair.com

Other Ways To Find Us
Etsy: TheUrbanFlair
Facebook: The Urban Flair
Instagram: @theurbanflair
Pinterest: The Urban Flair
Twitter: @theurbanflair

Please see our full Return Policy here!

SHIPPING, HANDLING & CURRENT ORDERS

Each item in your order will be made just for you! Orders are fulfilled in the order that they are received and the actual time between when an order is placed and when it ships does vary.

Almost always, orders are ready to ship out in 7 business days or less and on average, most will go out in just 1-3!

Based on internal logistics (that we won't bore you with) and efforts to get items out as quickly as possible, there is a chance that the items in the same order may ship separately. This is at no extra expense to you and we always provide tracking on all shipments!

Below are estimated fulfillment times by product type:

Watch Bands: 2-5 business days
Stickers: 2-5 business days
Phone Cases: 1-5 business days
Phone Grips:2-5 business days
Other: 3-7 business days

 

Although we do not directly have any control over how long transit time will take, here are our best guests/estimates* currently:

USA: 1-7 business days
UK: 3-10 business days
AUS:3-10 business days
CA: 10-30 business days
ROW: 10-30 business days

US ORDERS:
All US orders will be delivered via USPS/your local post office to the mailbox of which you receive all of your standard, normal mail. Please note, USPS does not guarantee their delivery time(s).

ROW ORDERS: Your order will be handed off to your local post office/mail carrier once it arrives to your city.

*These estimated transit times do not include fulfillment time

We gladly welcome international orders! 

International shipments may incur customs fees. The customs policy is different in each country, and the fee is usually based on a variety of factors like weight, value, and size. Thanks for understanding that we do not take responsibility for customs-related fees.

Absolutely! We provide tracking on all orders as a courtesy to you!

We do not have a working relationship with USPS or any other postal carrier. This means that just like you, we trust & expect that postal carriers will get packages to their intended destination safely and in a timely fashion. USPS does not guarantee delivery by/on specific date(s) and in turn we can not guarantee that an order will arrive by/on a specific date either.

Please also note that COVID has been extending transit time globally. We appreciate your patience and understanding!

If your order stops tracking or it seems that things are stuck, try to be patient and give it a couple of days. Weather and other unforeseen circumstances can sometimes cause shipping/tracking delays

Please also note that COVID has been extending transit time globally. Lately, we are seeing more cases where packages being handled by USPS are going from being in the "Pre-Transit" stage to "Delivered" with no updates in between. We appreciate your patience and understanding!

If it has been more than a week and things still don’t seem to be moving, you are welcome to reach out to us and together we will decide on our next steps!

While nearly all orders are delivered quickly and without issue, human error is inevitable. We understand that these kind of issues issues are rather frustrating and they make us just as angry! Truly, if we could hand-deliver all of your packages, we would!

US orders: USPS/your local post office will be in charge of the final delivery of your package. We, again, do not have a working relationship with them and (just like you) send our packages off and trust/expect that they will arrive to the intended destination in a timely fashion.

If your package is marked as delivered but you are unable to locate it, here’s what we recommend:

1. Validate the address you provided us. You can do so through the receipt you received via email after your purchase. A common error made is forgetting to change a default address on file when a change of address occurs — so this is always a good starting point!

2. Check with any other members of your household — parents/siblings/family members/roommates(s), etc and see if they may have potentially brought your package in and forgot to tell you. This is also pretty common!

3. Check with your close neighbors — carriers occasionally leave packages at a next door neighbor's house on accident

4. If you live in an apartment complex/community of some sort, check with your leasing office

5. Check the USPS website for more information

6. Lastly, call and check in with your local post office. For various reasons, they will occasionally hold on to a package on site even though it is marked "delivered" — If nothing else, your best bet will be to then file a claim with them

If you need assistance dealing with a shipping related issue, we will help to the best of our ability!

* The Urban Flair is always happy to help guide you through delivery-related issues but unfortunately cannot accept responsibility for packages that appear through tracking to have been delivered but are otherwise missing/stolen/etc. This type of scenario must be dealt with at local post office level. We also cannot replace orders that have been shipped to the wrong address if the one provided was not correct/current during the time of order. Thanks for understanding!

If your order stops tracking or it seems that things are stuck, try to be patient and give it a couple of days. Weather and other unforeseen circumstances can sometimes cause shipping/tracking delays. If it has been more than a week and things still don’t seem to be moving, you are welcome to reach out to us and together we will decide on our next steps!

PRODUCT QUESTIONS

Q: Does the case have sides?
A: Yes, The Urban Flair's clear cases do have sides!

Q: What is the material like?
A: The case is made of hybrid materials -- It is slightly flexible but not stretchy.

Q: Is this case protective?
A: While nearly all customers are more than satisfied with the level of protection provided by our clear cases, we do at least like to disclaim that we sell these to you as functional, trendy fashion accessories and ultimately, they should be treated as delicately as the expensive phone they are protecting! :) They will certainly provide enough protection for normal daily use, however (with iPhones being almost entirely constructed of glass now) it is nearly impossible for a case to fully guarantee (or prevent against) shattering of some kind if dropped to any extent —at any height— regardless of case or brand. With that being said, we do always recommend the use of a glass screen protector for extra protection. If you are prone to handling your phone more aggressively or are using it in extreme conditions, you are welcome to take the necessary precautions and check out our tough cases!

Q: Is the design on the case a sticker?
A: The design is NOT a decal/sticker. It will be UV printed on to the back of the case using top of the line printing technology. Don't worry, the design won't chip/peel!

Q: Is the design embedded into the case?
A: No, the design will be UV printed on to the back of the case. The case's design will therefore have a slightly raised look/feel and provide some additional grip to the case. Don't worry, the design won't chip/peel!

Q: Will you guarantee the protection of my phone? What if it cracks when I have a TUF case on it?
A: We do not guarantee or warranty your phone. Regardless of the brand/case you have on your phone, there is ALWAYS risk involved when it is dropped at any distance/on to any surface. Don’t drop your phone ;)

Q: When will my case arrive?
A: All of our cases are printed as orders are received. You should allow us around 3 (but up to 7 business days) to print and package your case before it is ready for shipment. Once a case ships, it is generally delivered in around 3-5 business days but is subject to vary.

Q: How should I care for my case?
A: Case can be lightly wiped down with wipe or soft towel when necessary. You should avoid extreme conditions -- such as sweat, sun, oil, etc as they may diminish the overall life of your case and its design.

Q: How long will my case last?
A: The life of your case will be entirely up to how you handle and care for it! With proper care, it should last for as long as you need it to!

Q: What is "vegan" leather?
A: Vegan leather is a high-quality, cruelty free "faux" alternative to leather!

Q: Will the band fit my wrist?
A: Our bands are super versatile and should fit almost any wrist! We would say they are best fit for wrists ranging from ~14-20cm around.

Q: Are your bands compatible with my Series __ Apple Watch?
A: Our bands are compatible with ALL Apple Watch Series -- 1, 2, 3, 4 AND 5!

Q: Do you offer bands for other smart watches?
A: No, unfortunately we do not offer bands for any other smart watches at this time! Sorry!

Q: What does your Lifetime Warranty cover?
A: Our Apple Watch Band Lifetime Warranty covers any manufacturer-related issues with your band, including: hardware faults/issues, cracks/flaws in band’s design, etc!

 

 

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