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We want you to be completely satisfied with your purchase. If you are unhappy for any reason, we accept returns and exchanges within 28 days of delivery of unworn, undamaged and unwashed (clothing) items in original condition with all tags still attached and in its original packaging. We must receive the return within 28 days after it was delivered to you.

Customers will be responsible for shipping and handling charges to return the item. If the package does not reach us safely, we will not be able to complete the refund. Please make sure you get tracking on your returns so that proof of delivery can be verified. No returns or exchanges after 28 days.

Please send an email to info@urbaniceshop if you wish to return or exchange an item.

Our Return Address: (*Only for returns and exchanges)

Urban Ice

21802 silverpeak ct. Katy, TX 77450


Returns
Our policy lasts 28 days. If 28 days have gone by since you received your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Defective Products

If you received defective product(s), please follow the directions below:

Please send us an email at info@urbaniceshop.com
Subject line: ATTENTION: Defective Product
Email 2-3 pictures of the defective product(s).
Within the body of the email, please include your order number and inform us if you would like us to ship a new product or issue a refund.
Additional non-returnable items:
Mariner Link Chain - Sterling Silver Multi Color

Iced-Out Cuban Link Chain 18 in.

All custom products

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted (if applicable), or none in some cases (if not applicable) i.e.:
-Clothing items with obvious signs of use
-Any item not in its original condition, is damaged or missing parts for reasons not due to our error
-Any item that is returned more than 28 days after delivery

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@urbaniceshop.com.

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@urbaniceshop.com and send your item to: 1825 Texas Tech Parkway, Lubbock, TX 79409.

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Shipping
To return your product, you should mail your product to: 1825 Texas Tech Parkway, Lubbock, TX 79409. However, you must inform us before doing so.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

UNDELIVERED SHIPMENTS:

In the instance that USPS tracking states that your package has been delivered but you have not received your items, please contact us. Once the package is in the hands of the USPS, they become liable for the safe delivery of your items. If a package isn’t properly delivered, upon notification from the customer, we will open up a case with the USPS.

Please allow 2 weeks for us to investigate and arrive at a resolution. If you do not receive your order within the 2 weeks of investigation, we'll provide you with the option of either reshipping your order or giving you store credit. A refund will not be issued.

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