Frequently Asked Questions
Q: What kind of Guarantee does urbanwatchco.com provide?
A: We provide a 365 Day Satisfaction Guarantee. What does this mean for you? If at anytime within 1 Year of purchase, you decide you do not want the product, you can return it to Urban Watch & Co. for a full immediate refund. Return the item to us in the original packaging, with all manuals, warranty cards, and any other material that came with the watch (including any "freebies" we gave you). Please include a copy of the original invoice that was enclosed with your order.
Any items that are returned incomplete, will not recieve a refund (no exceptions). Once a return is received Urban Watch & Co. will inspect the item for any damage or scratches that would not allow us to re-sell the product. As soon as the item is cleared for a refund, Urban Watch & Co. will promptly refund the account you made the purchase with, minus a $10 re-stocking fee.
SALE ITEMS ARE NOT ELIGIBLE FOR THE 365 DAY RETURN POLICY. SALE ITEMS MUST BE RETURNED OR EXCHANGED WITHIN 30 DAYS OF PURCHASE.
Q: Where does urbanwatchco.com accept orders from?
A: We are able to accept orders within the 50 continental United States as well as Internationally.
Q: How will I know if my order is confirmed?
A: If you provided a valid email address during the Checkout process, you will receive two emails after your order is placed. The first confirms the details of your order. The second email notifies you your order has shipped and contains your order tracking number.Q: How can I track the status of an order placed online?
A: There are two ways you can check the status of your order. If you are a registered member, you can sign on and click on the link order status. This will list all orders you have placed on the site. By clicking on the "track it" link, you will see the status of your order. If you did not register on the site, you can enter your order number and e-mail address at the order status page.Q: How do I place a gift order?
A: When placing your order, please select "Send This As A Gift" on the Checkout page. Price tags will be removed and a gift receipt will be included. You may also include a brief message that will be printed on the gift receipt.Q: Can I purchase or redeem a Gift Card online?
A: Gift Cards can be purchased at any urbanwatchco.com.Q: What if I place an order and urbanwatchco.com doesn't have the item in stock?
A: While we make every effort to maintain an ample supply of our stock, occasionally we run out of certain items. Out-of-stock items will be removed from your original order total and a revised total will appear in your shipping confirmation email. We currently accept back orders at this time.Q: How should I care for my products?
A: To fully enjoy your new products, make sure you read the item's label and follow the care instructions.Q: How do I return an item I received as a gift?
A: To return an item you received as a gift, simply email us at: sales@urbanwatchco.com.Q: What shipping options are available?
A: Orders from urbanwatchco.com are shipped via USPS or UPS Insured. These following shipping options are available when you check out. Expedited orders must be placed before 1 PM Pacific Standard Time, M-F. and will be shipped out the same day. All other orders will be shipped out the next business day.- Standard Shipping (delivery within 4-5 business days): FREE
- USPS Priority Mail: $7.00
- 3-Business Day Shipping and Handling: $7.00
- 2-Business Day Shipping and Handling: $15.95
- 1-Business Day Shipping and Handling: $25.95
Q: What are the shipping charges for Urban Watch & Co. Gift Cards purchased online?
A: Gift Card orders from urbanwatchco.com are shipped via USPS for ground and UPS for 2nd day and next day using the following rate scale:- Standard Shipping (delivery within 4-5 business days): $4.00
- 2-Business Day Shipping and Handling: $10.95
- 1-Business Day Shipping and Handling: $14.95
Q: When is my order shipped?
A: Orders placed during regular business hours (Monday through Friday, 8:00 a.m. to 4:00 p.m. PST) are typically processed and shipped within 24 hours. Once an order has processed, delivery time depends on the chosen shipping method. No Saturday or Sunday deliveries on orders shipped via USPS or UPS Insured.Q: Can I ship an order to a P.O. box?
A: Yes. Orders shipped to P.O., A.P.O., or F.P.O., boxes within the United States are automatically shipped via USPS Ground.Q: Can I ship an order to Alaska or Hawaii?
A: Yes. Orders to Alaska and Hawaii are shipped via USPS (unless the Next Day or 2nd Day Air option is chosen), and may take 7-14 days for ground delivery. There is an additional charge of $10.00 for orders to Alaska & Hawaii.Q: Can I ship an order to a foreign country?
A: We ship to all US States and Territories. For all other international shipping orders, an international shipping fee will be applied and extra terms and conditions will apply to your order.International Shipping
$25 USD Per Item Shipping Fee
Urban Watch & Co. will ship to the following locales with a $25 USD per item shipping fee for the order, regardless of weight or dimensions: Austria, Belgium, Denmark, Including Faroe Islands, Finland, France, Germany, Greece, Holland, Ireland, Liechtenstein, Luxembourg, Monaco, Netherlands, Norway, Portugal, Including Azores & Madeira, Italy, Spain, Including Canary Islands, Sweden, Switzerland, United Kingdom, England, Scotland, Wales, Northern Ireland & Vatican City.
$45 USD Per Item Shipping Fee
Urban Watch & Co. will ship to the following locales with a $45 USD per item shipping fee for the order, regardless of weight or dimensions: Australia, China, Hong Kong, India, Japan, Macau, Malaysia, Mongolia, New Zealand, Philippines, Singapore, South Korea, Taiwan, Thailand, & Vietnam.
Upon delivery, you will be responsible for paying for all applicable duties and/or taxes for your order. If packages are refused upon delivery, the customer will be responsible for all duties/taxes, return shipping and a 20% restocking fee. Original shipping cost will not be refunded.
Q: Can I ship an order to multiple addresses?
A: If you would like to send a shipment to more than one address, you will have to place separate online orders for each destination.Q: When is my credit card billed?
A: Your credit card will only be billed when your order is placed.Q: What forms of payment are accepted for online purchases?
A: Urban Watch & Co. accepts iOpticsVisual.com Gift Cards and the following major credit cards: VISA, MASTERCARD, AMERICAN EXPRESS, DISCOVER.Q: Will I have to pay sales tax on my order?
A: Urban Watch & Co. is required by law to charge sales tax on orders shipped to California. There is no sales tax on orders shipped to other states, or internationalQ: How do I make a Warranty Claim?
ALL WARRANTY CLAIMS MUST BE RETURNED STRAIGHT TO THE VENDOR AND NOT TO URBAN WATCH & CO. If you are having trouble attaining the phone number to a vendor, you can contact Urban Watch & Co. via email at: CustomerService@urbanwatchco.com, and we will do our best to help you out.365 DAY RETURN POLICY
Urban Watch & Co. wants you to feel as good as we do with the purchase of your item. So, we offer a 365 day exchange and refund policy on all items purchased through our website, except sale items. If, for any reason you are not completely satisfied with your purchase, this is what you have to do:
If it is a warranty issue, please see 'How To Make a Warranty Claim.'
Please assure that the item is in original UN-USED condition (no exceptions). If the item has any signs of wear it will be returned to you at your cost only after we receive payment for shipping, and no refund will be given. So please, do not use the item unless you are absolutely sure you are going to keep it.
E-mail us within 365 days of receiving your item at, customerservice@urbanwatchco.com. DO NOT SHIP THE ITEM TO US UNTIL YOU HAVE RECIEVED A RETURN EMAIL. You may exchange your item, recieve store credit, or recieve a refund. If you get the item back to us, we will ship the exchange it for free, except for shipping (for International orders or exchanges, please see 'International Shipping'). However, there are no continuous exchanges allowed.
SALE ITEMS ARE NOT ELIGIBLE FOR THE 365 DAY RETURN POLICY. SALE ITEMS MUST BE RETURNED OR EXCHANGED WITHIN 30 DAYS OF PURCHASE.
