FAQ

Frequently Asked Questions

How can I contact YourUrbanSupply?

You can email us anytime at visifex@gmail.com, and our customer service team will be happy to assist you with any questions or concerns.

Do you ship worldwide?

Yes, we proudly ship worldwide.

Where do you ship from?

Hong Kong

Can I change or cancel my order?

Because we process orders quickly, please request any changes or cancellations within 12 hours of placing your order. Requests made after this timeframe cannot be guaranteed. Once you receive your order, you may return it for a full refund if needed.

What payment methods do you accept?

We accept all major credit cards (Visa, Mastercard, AMEX) as well as PayPal payments for your convenience.

When will my order be processed?

Orders are processed between Monday and Friday and typically take 1–3 business days to prepare for shipment. During holidays or sales, processing times may take a bit longer. Please note that we do not ship on weekends.

How long will it take to receive my order?

Due to high demand, please allow 2–4 weeks for your order to arrive, depending on your location.

What if I don’t receive my order?

If your order does not arrive within 30 days of shipping, you’re eligible for a full refund.

Will I be charged customs and taxes?

All prices listed on our site are tax-free in USD. Depending on your country, you may be responsible for import duties or customs fees upon delivery. These charges are determined by your local customs office and are not covered by us. For more information, please contact your local customs department.

How do I return an item?

To start a return, please contact us at visifex@gmail.com and include your order number. We’ll provide step-by-step instructions for returning your item.

What if the item(s) I received are defective, incorrect, or damaged?

If your order arrives damaged or incorrect, please email us right away at visifex@gmail.com. Include your order number and clear photos of the item(s). We’ll review your case promptly and make it right.

When will I receive my refund?

Refunds are issued to your original form of payment. If you paid by card, please allow 7–10 business days after we receive your return for the credit to appear. If you don’t see your refund after this period, please contact your bank or credit card provider, as posting times may vary.