Frequently Asked Questions
DELIVERY & SHIPPING
How much is shipping and what services do you offer? How long will delivery take?
We offer free shipping on domestic orders over $100. We offer expedited shipping at the customer’s expense. Shipping costs are displayed at checkout. Unless otherwise specified, packages are shipped via UPS Ground, which on average, takes 5-10 business days.
My order is saying ‘on hold/held’, when will it be shipped?
Please check your email inbox, including your junk/spam for correspondence from us. We might be checking your size or delivery address before shipping your order. Once you have confirmed the information in question, your order will be sent.
My order hasn’t arrived in the advised shipment time frame.
We are unable to take responsibility for any delays with the postal service. There are currently vast worldwide delays due to COVID-19 or extreme weather. Please remain patient.
When will my order be completed?
All orders must be placed by 2PM PST Monday to Friday for same-day processing. Orders placed after 2PM PST on Friday, Saturday and Sunday will be processed the following Monday.
Why was I charged a customs fee and who is responsible for paying this?
It is the customer’s responsibility to pay any customs or duty charges. Please check if you are susceptible to these charges before ordering, as we cannot take responsibility for any charges incurred.
Do you ship worldwide?
Yes! If you do not see your country available at checkout, contact us using our contact form and we will add it!
Can you deliver to a PO Box?
Unfortunately, we cannot deliver to PO Boxes.
Can I have my order delivered to a business or friend’s address?
Yes, your order can be sent to a business or friend’s address.
Is your packaging discreet?
Yes! Discrete packaging is incredibly important! All orders are sent in 100% recyclable brown kraft mailers and boxes.
CORRESPONDENCE
I can’t login to my account.
Please go to ‘My Account’ when placing an order and reset your password. If you are still having issues, please contact us at hello@urbody.co
Why haven’t I received a response from you?
We are available for customer service questions Monday-Friday from 9AM PST to 5PM PST. We do not respond to emails on weekends and national holidays. We try our best to respond to all inquiries within 48 hours, however during busy weeks, it may take longer. Please check your junk/spam mail in case we have already replied.
I am having problems with your website, what should I do?
It is possible that technical problems may occur that we are not aware of. Please email us at hello@urbody.co with the exact issues you are experiencing. We will resolve it as soon as possible!
SUSTAINABILITY
How is Urbody prioritizing sustainability?
We do our best to ensure the fabrics, factories, and people involved in the production of Urbody products use ethical practices and do their part to minimize waste. The fashion industry as a whole and our small team at Urbody continually tries to improve our sustainability practices in many ways. We are committed and working diligently to become more sustainable as we grow.
Why is Urbody not manufactured in the USA?
In creating Urbody, we searched for ethical manufacturers with a technical design team who had extensive experience with performance fabrics, using the most advanced machinery for production. Unfortunately, we found a scarcity of US factories that operated with our ethical standards and had experience with compression fabrics and performance wear. Though they are overseas, our manufacturing partners have a shared passion for serving members of the trans, nonbinary, and gender non-conforming communities that have been previously overlooked by the fashion industry. After much research and testing, we selected high-quality compression fabrics sourced from Europe and Asia that matched our standards. The Urbody Collection is manufactured in factories located in South Korea. All factories are WRAP and SEDEX certified, employing people with living wages.
WRAP Compliance: WRAP is an independent, objective, non-profit team of global social compliance experts dedicated to promoting safe, lawful, humane, and ethical manufacturing around the world through certification and education.
Sedex Compliance: Sedex provides a convenient online platform with tools and services that help businesses maintain sustainability, source ethically, and protect workers.
Is your packaging sustainable?
Urbody packaging is 100% recyclable and compostable. We are always tweaking our packaging to make sure it is as sustainable as possible.