FAQ
Frequently Asked Questions
Orders
How do I place an order?
Browse our store, add your items to the cart, and complete checkout with your shipping details and payment method. You’ll receive a confirmation email right after.
Can I change or cancel my order?
Yes, as long as it hasn’t shipped. Contact us as soon as possible at contact@urban-optic.com with your order number. Orders are processed within 1 to 2 business days, so please reach out quickly.
I didn’t receive an order confirmation email. What should I do?
Check your spam or promotions folder first. If you still can’t find it, contact us with the email address used at checkout and we’ll resend it.
Payment
What payment methods do you accept?
We accept major credit and debit cards, and [PayPal / Apple Pay / Google Pay / Shop Pay]. All payments are processed through a secure checkout.
Is my payment information safe?
Yes. Payments are encrypted and handled by our payment providers. We never see or store your full card details.
Shipping
How long does delivery take?
Orders are processed within 1 to 2 business days. Once shipped, delivery usually takes 7 to 12 business days, depending on your location.
Do you ship internationally?
We ship internationally. Available destinations are shown at checkout.
How can I track my order?
As soon as your order ships, you’ll receive an email with a tracking number and link. Tracking may take a couple of days to update for international shipments.
Will I have to pay customs or import fees?
Depending on your country, customs duties or import taxes may apply. These are set by your local authorities and are the responsibility of the recipient.
My package hasn’t arrived. What should I do?
If your order hasn’t arrived after 12 business days, contact us at contact@urban-optic.com with your order number and we’ll investigate right away.
Returns and Refunds
What is your return policy?
You can return unused items in their original packaging within [14 / 30] days of delivery. Contact us first to get return instructions.
How do I start a return?
Email contact@urban-optic.com with your order number and the reason for the return. We’ll reply with the next steps.
When will I receive my refund?
Once we receive and inspect your return, refunds are issued to your original payment method within [5 to 10] business days.
What if my item is damaged or incorrect?
We’re sorry about that. Send us your order number and a photo of the item within [7] days of delivery, and we’ll send a replacement or issue a refund.
Products
Are your products authentic and good quality?
Yes. Every product is checked before shipping. If something isn’t right, we’ll make it right.
How do I choose the right size or style?
Check the size guide and product description on each product page. If you’re unsure, contact us and we’ll help you choose.
Is an item out of stock coming back?
Restocks vary by product. Contact us and we’ll let you know if a restock is planned.
Contact
How can I contact customer support?
Email us at contact@urban-optic.com. We reply within [1 to 2] business days.
Who operates this store?
Urban Optic is operated by AYMANEO LLC, a company registered in Montana, USA.
1001 S Main St, Ste 600
Kalispell, MT 59901 (USA)