Terms - Urban Pulse

ORDER TIMELINE

Our company handcrafts all products within 3 to 5 business days.
Oftentimes, orders process faster than that but we can’t guarantee a faster processing time.

Made to Order vs. Pre-Made
Check a listing carefully to understand if a product is pre-made and ready to ship or if the product is ordered before it’s handmade.
Both are handmade but the pre-made is shipment ready while the made-to-order products take 3 to 5 business days to be created for you.

HANDMADE DISCLAIMER

The product(s) you receive might vary slightly from the product picture due to the nature of your product(s) being 100% handmade to order.

Care for your new product(s) by:
* keeping all skin care and aromatherapy in a cool place without direct sunlight
* keeping soap on an elevated soap dish after use to fully dry between uses
* keeping candle wicks trimmed to 1/8” and keeping candles free of debris
* allowing candle wax to create a full melt pool reaching the edges of the jar before blowing out

Your product(s) can be damaged if:
* skin care is left in direct sunlight or in hot temperatures
* soaps are left in puddles of water after use
* candles are left burning for longer than 4 hours or if wicks are not properly trimmed
* candle wax does not create a full melt pool before blowing out in turn creating an uneven burn for the remaining life of the candle

Custom orders
We always love creating new products from scratch.
Please contact us for a quote.
Custom orders can have a lengthier processing time.
Ask us for details.

SHIPPING

Our company ships through the following carriers
* USPS

International shipping
We happily support and love our international customers.
We ship all International products through USPS.

Urban Pulse is not responsible for duty or brokerage fees for international shipping.
These charges come from your country during importation of your package.

Cost calculations
We do our best to apply fair shipping costs to each order.
* Shipping costs are calculated automatically during checkout.

Timeline
Selecting expedited shipping during checkout does not ensure a faster processing time. Your product may still need 3 to 5 days to be handmade.

RETURNS

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

Personalized and/or customized goods are exempt from being returned unless the product arrives defective.

Additional non-returnable items:
* Gift cards

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)
* 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 30 days after delivery

Refunds
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 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@urbanpulseco.com

Exchanges
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@urbanpulseco.com and send your item to: PO Box 24027, Halethorpe, MD 21227.

Shipping
To return your product, you should mail your product to: PO Box 24027, Halethorpe, MD 21227.

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.