FAQ - FREQUENTLY ASKED QUESTIONS
(Please click a question below, you will be taken to the answer.)
ORDERING
SHIPPING1) PAYMENT METHODS - What forms of payment do you accept?
2) PROBLEMS ORDERING - I'm having trouble placing an order. What's wrong with your website?
3) GIFT CERTIFICATES - Do you offer gift certificates?
4) CATALOGS - Can you send me a printed catalog of your T-shirts?
5) CUSTOM SHIRTS - Do you make custom shirts? Can you change a shirt I saw on your website?
PRODUCT INFORMATION7) SHIPPING AND HANDLING RATES - What are your shipping charges?
8) SHIPPING TIME - How long does it take for a T-shirt to be delivered after I place an order?
9) SHIPPING METHODS - Can you ship via UPS or FedEx rather than through the mail?
11) RUSH SHIPPING - Do you offer expedited shipping?
RETURNS AND EXCHANGES
FEEDBACK
16) FEEDBACK - I have more questions. I couldn't find the answer to my question in this list. Now what?
1) PAYMENT METHODS
You can order from Urban Profile T-shirts with a major credit card or debit card (Visa, Mastercard, American Express, Discover), Paypal, or with an Urban Profile T-shirts gift certificate.
Sorry, but we do not accept personal checks and we no longer accept money orders.
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We use a 256-BIT (SSL) SECURE SHOPPING CART as well as follow all current payment card industry practices so you can be sure that your order information and credit card details are secure.
2) PROBLEMS ORDERING
These are some of the most common solutions to ordering problems:
1) You may have cookies disabled in your browser. Cookies are text files that are transferred to your computer through your web browser. Our shopping cart system uses them, and they are absolutely harmless. Please click here to learn how to enable cookies.
2) Make sure to enter the exact billing address appearing on your statement when using a credit card. Some banks and payment processors will decline an order if the billing address is incorrect, even if the account is good.
3) Try restarting your computer. Many times, simply shutting down and restarting your computer resolves most problems encountered when making a purchase.
4) We have found that some older web browsers don't work very well with our website: WebTV, Internet Explorer (ver 6 and older), and some older versions of Netscape browsers are examples. We suggest upgrading your browser to a newer version in order to shop our website.
If these solutions don't work, please contact us.
3) GIFT CERTIFICATES
UrbanProfile.com offers gift certificates for sale for any amount you would like.
Click here to purchase an Urban Profile T-shirts Gift Certificate!
4) CATALOGS
We do not currently offer printed catalogs for retail purchases. T-shirts are sold only through our secure online store.
5) CUSTOM SHIRTS
We do not make custom shirts. We do not offer customized versions of our existing shirts.
6) WHOLESALE
We don't currently offer our shirts at wholesale prices. We are looking into wholesale options and look forward to (re)establishing wholesale sometime in 2012. We will provide more information on our website as soon as wholesale is avaiable once again.
7) SHIPPING AND HANDLING RATES
Domestic (USA):
United States $5.95 for the first T-shirt and $1.50 for each additional T-shirt purchased within the same order.
Military (USA):
APO, FPO, AE, etc. $5.95 for the first T-shirt and $1.50 for each additional T-shirt purchased within the same order.
International (Canada):
Canada $9.95 for the first T-shirt and $1.50 for each additional T-shirt purchased within the same order.
International (All Other Non US Countries):
All Other Countries $12.95 for the first T-shirt and $1.50 for each additional T-shirt purchased within the same order.
Prices are in U.S. dollars. Please consult your local bank if you need currency conversion details for countries other than the U.S.
Please Note: Certain countries charge additional fees, such as custom fees and independent carrier fees. Please contact your local customs office or branch office of the US Postal Service to find out what kind of fees you can expect based upon the type of merchandise you wish to purchase before placing your order.
8) SHIPPING TIME
We ship to anywhere in the U.S. and a number of countries Internationally. Although most orders will arrive much sooner (average 3 - 5 days), please allow 6 - 9 days for your order to be delivered (US orders only). Canadian orders will arrive between 7 - 10 days. All other countries, please allow 10 - 14 days for orders to be delivered. Shipping times to Military addresses are at the discretion of the Military postal service.
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We normally package and prepare all T-shirt orders for delivery within 48 to 72 hours upon receipt of payment. (We usually make 2 to 3 trips to the post office a week to drop-off T-shirt orders for delivery.) US orders are shipped Priority Mail (via the US Postal Service) and usually take 3 - 5 days to be delivered.
International orders are shipped 1st Class Airmail (via the US Postal Service) and can take anywhere from 10 - 14 days to be delivered, depending upon the destination country. The US Postal Service requires that 1st Class Airmail package deliveries must be made to street addresses. Deliveries cannot be made to post office boxes. Usually, a local telephone number for the addressee is required and should be provided.
9) SHIPPING METHODS
We use the United States Postal Service exclusively to ship all T-shirt orders. We do not use any other shipping service (UPS, FedEx, etc.) for t-shirt delivery.
NOTE TO CUSTOMERS:
The US Postal Service has been and remains the best, most convenient, and most reliable means of package delivery. Most delivery problems occur for reasons other than Postal Service error.
All orders are automatically shipped Priority Mail with Delivery Confirmation (US Customers) and 1st Class Airmail (International Customers). We track and verify the delivery of every order we send via the US Postal Service.
UrbanProfile.com is not responsible for undelivered orders that are reported to us when the Postal Service's shipping and tracking system shows a completed and successful package delivery.
10) COUNTRIES WE DO AND DO NOT SHIP TO:Countries we ship to:
United States
Australia
Bahamas
Belgium
Canada
France
Germany
Ireland
Italy
Jamaica
Japan
Poland
Scotland
South Africa
Sweden
Switzerland
United Arab Emirates
United Kingdom
Virgin Islands
Don't see your country listed here? Tell us where you are, and we will add you to our list. Contact us.
Countries we DO NOT ship to:
Nigeria
Indonesia
Malaysia
Pakistan
Israel
Egypt
11) RUSH SHIPPING
We're sorry, but rush shipping is not available. T-shirts are shipped exclusively via the United States Postal Service, Priority Mail (US orders only), and 1st Class Airmail (International orders). No other shipping options are available at this time.
12) SHIPPING POLICY AND SUGGESTIONS
All orders are automatically sent Priority Mail with Delivery Confirmation. We track and verify the delivery of every order we send via the US Postal Service.
On very rare occasions, we receive reports of undelivered T-shirt orders. Yet, the postal service reports completed and successful deliveries. This most often happens due to theft of packages after the postal service successfully delivers them. Your mail person will usually drop-off or leave your package at the address you provide us, even if no one is home.
If you believe your location or unique circumstance may be subject to package delivery problems, we suggest the following to prevent undelivered packages due to theft or other reasons:1) Use a work address instead of a home address as a shipping address.2) Use an address of someone you both trust and you know will be available to receive the package.
3) Delivery w/ Signature Confirmation is available (choose this option during checkout); this means that the postal person *should* require the signature of someone before dropping off your package. (This isn't necessarily true in some locations, check with your postal carrier.)
4) If you live in an apartment complex or other managed property, use the address of the rental office in your facility instead of your apartment address. You will be able to pick up your delivered package from the office instead of finding it sitting outside your door.
The US Postal Service has been and remains the best, most convenient, and most reliable means of package delivery. Most delivery problems occur for reasons other than Postal Service error.
UrbanProfile.com is not responsible for undelivered orders that are reported to us when the Postal Service's shipping and tracking system shows a completed and successful package delivery.
13) T-SHIRT SIZES & CARE
The best way to figure out which T-shirt size is right for you is to examine the T-shirts you already have. What size(s) do you currently own and wear? How do the T-shirts you have fit? This is a good rule of thumb to follow when purchasing a T-shirt for someone else as well. Examine the clothing lables or tags of the person you are shopping for. The safest choice is to order sizes that you (or someone else) currently wear.
One more note about T-shirt sizes: Sometimes, customers feel the need to buy a T-shirt that’s one or two sizes larger than what they normally wear. This is done to compensate for improperly sized (read: cheap) T-shirts. Our T-shirts are “true to size”. That means a 2XL T-shirt really is 2XL. A medium T-shirt really is size medium. There is no need to purchase anything other than the size you really want and normally wear.
Caring for your T-shirtT-shirts should last for years, not weeks or months. Proper care will extend the life of your T-shirt. The following suggestions will help preserve your T-shirts:
1) Avoid harsh detergents - like bleach. We recommend that T-shirts should be washed inside-out, in cold water. Don't use bleach or any other "harsh" detergent. Cotton tends to weaken and unravel when strong soaps and chemicals (like bleach) are used, and they also speed up color fading as well. Using cooler water temperatures and less harsh detergents helps preserve the printed images on the T-shirt as well as the color.
2) Avoid excessive heat when drying your T-shirt. Excessive heat will make the printed image deteriorate over time. Excessive heat from the dryer could make the printed images on your t-shirts wear away. Instead, air dry when possible. If you do use a dryer, use a low heat setting.
3) Never iron your T-shirt. Ok, we know this is overkill. Of course, you have every right to iron your T-shirt. BUT, we strongly suggest that you never, ever iron the printed image. If you do this, you run the risk of ruining your shirt because the t-shirt images will probably begin to wear away due to the excessive heat. If you must iron your shirt, turn your t-shirt inside-out and iron the unprinted side - very, very carefully. Keep the heat setting very low.
These suggestions are true for any t-shirt you wear, not just the shirts you may purchase from us.
14) SHRINKAGE
No t-shirt is immune to shrinkage; every t-shirt will shrink (at least a little) over time when put through the washing machine and drier over and over again. Because we carry only quality t-shirts, they should not shrink "out of size". In other words, a 3XL T-shirt shouldn't shrink down to a 2XL T-shirt, or a Medium T-shirt shouldn't shrink down to a Small T-shirt after a few rounds in the washing machine. This is a common problem we see with lesser quality or "cheap" T-shirts. We don't sell those.
15) OUR RETURN POLICY
We offer a 30 day, no questions asked, money back guarantee. If you are not completely satisfied with your purchase, you may return it for a full refund of the price of the product or a store credit ONLY.
PLEASE NOTE: Shipping charges will not be refunded.
You may also exchange your item for another T-shirt of equal or lesser value. If a another T-shirt is desired, a store credit will be issued and can be used towards the selection of a replacement T-shirt from our current inventory. Please note the following requirements:1) Items must be returned for exchange or refund within 30 days. No exchanges or refunds will be issued after 30 days from the original date of purchase.
2) Refunds and exchanges will be issued only after the originally shipped items have been returned.
3) Although the dollar amount of the item purchased will be refunded upon request, costs associated with the item’s return are the responsibility of the customer.
4) Items must be in their original *new* condition when returned, or the refund or exchange will not be honored. We reserve the right to reject returned t-shirts - and subsequent refund requests - if returned t-shirts are damaged, torn, or dirty from wear. No exceptions.
Please send return/exchange T-shirts to:
Urban Profile T-Shirts
P.O. Box 32536
Detroit MI 48232-0536
16) FEEDBACK
If you have any other questions or concerns, or you feel we have left something out, please contact us. Thanks!
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