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Terms - Urban Pulse

ORDER TIMELINE

Our company handcrafts all products to ship within 3 to 5 business days.

Backordered vs. Ready to Ship
Check a listing carefully to understand if a product is ready to ship or if the product is backordered. 
Backordered products will take longer to make and ship out 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.

Care for your new product(s) by:
* keeping all skin care and aromatherapy in a cool, dry place out of direct sunlight
* avoiding getting water in skincare containers

Your product(s) can be damaged if:
* skin care is left in direct sunlight or in hot temperatures
* extra water gets into your skincare container
* candle care instructions are not followed

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
* UPS

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 based on order weight.

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

Refunds
We offer returns on new or gently used products up to 30 days after your order was marked as delivered by the tracking number. 

Email admin@urbanpulseco.com with your name, order number, which product you want to return and the problem you had with it so our customer support team can approve your return.

Once your return has been approved you will be emailed a pre-paid shipping label to return your product(s). To complete your return, we require a copy of your receipt/invoice with the order number on it to be shipped back with the product(s).

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item(s). We will also notify you of the approval or rejection of your refund based on the terms above.
If you are approved, then your refund will be processed back to the original method of payment.

If 30 days have gone by since your order was delivered, unfortunately we can’t offer you a refund or exchange.

Personalized and/or custom orders are exempt from being returned unless the product arrives defective. In which case a shipping claim will need to be filed by the customer with our help.

Additional non-returnable items:
* Gift cards
* Gift wrapping services

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 admin@urbanpulseco.com

Exchanges
We offer exchanges or replacements if products are defective or damaged upon arrival. If you have been approved for a refund via the terms listed above, you may request an exchange for a product of equal or greater value. New shipping costs to process the exchange are at the expense of the customer/buyer.