Here we have a few of the most common questions our customers seem to have, and our answers to them.
Is it safe to shop online?
Shopping with us is easy, safe & secure. We’re a member of "Verified by Visa" and "Secure by MasterCard", providing additional security when using your payment cards online. We use industry-standard encryption systems for potentially sensitive information, such as your name, address and other critically sensitive information like your credit or debit card details. Information passed between your computer and our website cannot be read in the event of someone else intercepting it.
What currency does Surviving Urban use?
We're based in the United States so our prices are in USD.
I have entered an incorrect address what do I do now?
Unfortunately, we can only refund your order before the item has officially left our warehouse. Once shipped, the order is out of our hands (literally) and we have no way to stop it from going to a wrong address. Contact us and we'll try our best to work with you because we've been there and it sucks.
When should I expect my order?
On average customers report 6-14 day average delivery times. When orders are especially high, your order can take up to 14-30 days to be delivered (no worries, it's pretty rare). *At Surviving Urban, we pride ourselves on being able to source the very best products for the best price. To do so we've partnered with warehouses all over the world and processing times can vary due to this.
Do I get a tracking number for my order?
Sure do! Your tracking number is usually updated within 3-5 business days (after your order has shipped). Let us know if you haven't received your tracking number within the usual timeframe so we can get it to you asap.
I'm not in love with this order. What can you do about it?
Damaged or defective product? We have a 30-day money back guarantee for that. You must contact us before sending any returns as we will walk you through the process, step by step. If your order qualifies for a refund (Hygienic items such as lingerie and earrings will not qualify) we will refund the full amount of your original purchase. *To complete exchanges or refunds, you must wait for your order to arrive as we cannot fulfill a refund or exchange while the parcel is in transit.
Can I cancel my order?
If your order hasn't shipped yet, then you sure can! If it has shipped, then your still in luck as we can refund your full purchase order as soon as it gets back to our warehouse. Inventory and all that jazz. You get it.
My question wasn't listed, can you help?
We'd love to help any way we can! You can message us 24/7 for any reason at all and we'll try to get back to you asap. *Remember to attach the order number, address and name associated with your order. Thank you for choosing Surviving Urban, we're honored you chose to shop with us!