SHIPPING POLICY
At Urban Equipment, we understand that getting your purchase to you quickly and safely is important. We offer a range of shipping options to ensure you receive your items in a timely manner.
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Shipping Options:
We offer both Standard and Express shipping options. Standard shipping typically takes 3-7 business days, while Express shipping usually takes 1-3 business days. Shipping times may vary depending on your location and the time you place your order.
Shipping Rates:
Orders $150 and over
We offer free Standard shipping on orders $150 and over. Express shipping is available at an additional cost of $9.95.
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Orders under $150
For orders under $150, the cost of Standard shipping is $9.95. Express shipping is available at an additional cost of $19.95.
Shipping Restrictions:
We currently ship to addresses within Australia only. We are unable to ship to P.O. boxes, or internationally.
Order Processing Time:
Orders are processed within 1-3 business days of being placed. Once your order is processed and shipped, you will receive an email confirmation with tracking information.
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Please note that our shipping policy is subject to change at any time. If you have any questions or concerns about your order, please don't hesitate to contact our customer service team.
Click and Collect (In-Store Pickup):
If you prefer to pick up your order in-store, we offer free Click and Collect at selected store locations. Simply select the store where you'd like to pick up your items. Once you have placed your order, an email confirmation will be sent to let you know when your order is ready for pick up. We will aim to have the order ready within 24 - 48 hours. Please present your email confirmation and your photo ID to our in store team upon collection. If you would like to nominate someone else to collect your order, please contact us prior to collection. The nominee will also have to show their photo ID.
RETURN & EXCHANGE POLICY
Returns Policy
At Urban Equipment, we want you to be completely satisfied with your purchase. We accept returns for credit or exchange only, but do not offer refunds for change of mind. Please carefully read our policy below before returning any items.
Returns Eligibility:
To be eligible for a return, your item must be unused, unwashed, and in the same condition that you received it. It must also be in the original packaging with all tags attached. Please note that we cannot offer exchanges on underwear for hygiene reasons.
Returns Process:
To initiate a return, please contact our customer service team within 14 days of receiving your order. We will provide you with a returns form and instructions on how to return your item. Please note items purchased online cannot be returned in store.
Once we receive your returned item, we will inspect it to ensure it meets our eligibility requirements. If your item is eligible, we will issue you store credit or exchange the item for a different size or colour, depending on availability.
Please note that you are responsible for all shipping costs associated with returning your item. We recommend using a trackable shipping method and purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.
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Faulty Items:
If you receive a damaged or defective item, please contact our customer service team within 48 hours of receiving your order. We will provide instructions on how to return the item and do our best to resolve the situation as soon as possible.
If a fault appears through normal wear in a reasonable amount of time, please contact our customer service team as soon as possible with proof of purchase. Our Returns team will inspect the product and the date the item was purchased. In most cases, the item may also be assessed by the manufacturer. Urban Equipment is not responsible for processes or policies implemented by third party manufacturers.
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Please note that our returns policy is subject to change at any time. If you have any questions or concerns about your return, please don't hesitate to contact our customer service team.