Urban Cookie

1. Processing

Once we receive your order please allow 3-5 days (typically sooner) for processing (excluding weekends and national holidays). All orders are subject to processing time separate from when it takes for a shipment to reach its destination once it has been fulfilled. After processing is completed, you will receive a tracking number.  Your tracking number will update once Canada Post has received the package and it is successfully processed through their system.

2. Purchasing

Keep in mind, that we cannot guarantee we have the items in your shopping cart in stock. For this reason, if an item sells out, we'll reach out via phone and email you about the out-of-stock item. When processing your purchase, we will show you the available shipping methods and their cost. Urban Cookie offers the following shipping methods: Canada Post 3-9 days (excluding weekends and national holidays).

3. Shipping

We currently ship to North America only. We offer free domestic shipping for orders over $99. Please allow 3-9 business days for domestic shipping. If living in the US please allow an additional shipping time of approximately 10-30 days (excluding weekends and holidays). We are not responsible for delays due to courier and/or customs delays nor are we responsible for additional customs fees. We ship all orders through Canada Post. To ensure your package arrives at the advertised time, please make sure your address is entered correctly and includes all required and includes all required information. Correct addresses, abbreviations, buildings, and apartment numbers are key for ensuring timely deliveries. Urban Cookie is not responsible for lost, stolen, incorrect address, or misplaced packages. Once a package has left our headquarters, and in the hands of the postal office we are no longer in control over the package.

4. Returns

Our return policy is 7 days after receiving the order (excluding weekends or national holidays). Returns/Exchanges are only accepted for defective or damaged items. No return will be processed until we receive the return/exchange item at HQ. For returns email our customer service (info@UrbanCookieAve.com) department and we will be happy to assist. Once a return label has been issued, the item must be brought to Canada Post within 14 days (excluding Sundays and national holidays) of being issued the return label. Items are exchangeable if unworn, in good condition, and original packaging. The item can only be exchanged for a store credit for another item. Please check out our full Return Policy.

5. Customer Service

Please email us at info@UrbanCookieAve.com or slide into our DMs on our socials.