Most Viewed Questions
Where is my Order?
After placing your order, we will provide you with an estimated delivery date for your order included in your Order Confirmation email. This estimated delivery date includes production as well as extra time to account for weekends and/or national holidays.
In the event of a backorder, we will provide an approximate date of shipment.
- After you checkout, your order is sent to our production team.
- We will send you an email with your order number and confirmation. If you don’t see this email, please check your promotions folder and junk mail before reaching out.
- We make all of our products (with lots of love) in Canada and the US as they are ordered. We are currently working with a production time of 3-8 business days before products ship.
- If you need expedited shipping please contact us prior to placing your order so we can arrange it for you!
My order was delivered damaged/missing items. What should I do?
We are so sorry to hear that! Fortunately, the vinyl decal is super resilient and should be safe nestled between the transfer tape and backing. Unless the decal itself has been ripped or torn, it will still adorn your walls as lovely as you imagined.
If you attempt to apply it to the wall and realize it has been damaged in shipping, please contact us so we can help you find a solution.
Please report any damaged or missing items by submitting a request within 7 days of delivery.
When can I expect my order?
We make all of our products as they are ordered, so please allow 4-8 business days for production before shipment. Please bear in mind that orders are only processed and delivered Monday through Friday, excluding holidays.
Once your order is shipped, we will let you know with a shipping confirmation email. Feel free to follow along with your package's journey using your tracking number. If you don't see a tracking number, it means your package is under the 1 lb threshold and didn't qualify for tracking.
Don't worry - your order is on the way and should arrive within our estimated shipping times!
• The expected shipping time for domestic orders is approximately 1-8 business days
• The expected shipping time for international orders is approximately 3+ weeks
If you haven't received confirmation that your order has shipped yet, it's possible that your shipping confirmation is in your spam folder. Try searching for 'Urbanwalls' in the search bar - it should pop right up!
With current shipping times, order before December 15th to ensure you get everything on your list. Please keep in mind that once your order, production time is 5-7 business days and is not included in shipping time estimates.
Orders placed after the specified dates and times above cannot be guaranteed for holiday arrival. Once your items have shipped, you will receive a confirmation email with a tracking number; however, items not ordered together may be shipped on different dates.
What is the Urbanwalls return policy?
Did you love your order? If not, see below for all the return details:
- Returns are reviewed on a case-by-case basis and must be sent back in unused condition. Return labels are not provided and each customer is responsible for return shipping costs to our US or Canadian warehouse. Once the item is received back to our warehouse, determined by the cost of your products, a 20% restocking fee is applied. If you wish to exchange, the restocking fee is waived but the item(s) exchanged must be of equal or greater value.
- Unfortunately, we cannot accept returns or refund for used products, wallpaper, murals, samples, sale items, VIP orders, or custom orders.
- For products returned within 30 days of the purchase date, a refund will be issued to the original form of payment. If returned after 30 days, store credit will be issued at the original selling price.
- Urbanwalls reserves the right to refuse returned products that have been used or altered in any way. Items must be returned in original packaging and undamaged - please repack your order with care. If delivered damaged the restocking fee may be larger the 20%.
- Items must be shipped back to our warehouse and cannot be returned to a store unless originally purchased at a store location.
- Purchases made before or after promotions/sales are not applicable for the sale discount.
- Final Sale Policy: All "SALE" items (including VIP orders) or discounted items are final sales, including the use of promotional/discount codes. These items cannot be returned or exchanged, please read listings carefully before purchasing.
- We are only responsible for products purchased directly from uwdecals.com. If an item is from an outside retailer, it must be returned or exchanged where it was purchased.
- The original shipping charge is non-refundable. The cost to ship the items for a refund is to be covered by the purchaser wishing for a refund.
- We must receive the package at our warehouse in order to process the return/exchange. A partial refund will be sent to your original payment method, within 5-10 business days of receiving the item.
Please make sure to read listings carefully, order samples to check color and patterns, and submit a request, before purchasing, with any questions. We also cannot be held responsible for application errors during the installation process. Returns must be made within the 30-day return period, once a return has been approved.
Please submit a request for further information.
Can I cancel or modify my order before it ships?
As soon as we receive your order, production begins right away. While we’re unable to make changes after you have placed your order, you do have a short window of time to cancel items from your order before they have shipped.
Wrong address? Can I change it?
As long as the order is still in the production phase, we can change the shipping address. Please contact us with your order number and full name and we will get back to you as soon as possible.
If the order is in transit, we are unable to make any changes to the order or address.
Please note that this will cancel all quantities of the item from your order. Only items that are still in the queue for production will be permitted for cancellation/modification. If your items have been processed past the production phase or shipped, that indicates that we are unable to process a cancellation. Once you have received your order, you may return or exchange any eligible items.
We're always here for you — Contact us via chat, during business hours.