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Shipping
Customer Care
Shipping & returns
We want you to love what you ordered. Here's everything you need to know about how your order gets to you — and what to do if something isn't right.
Shipping
Every Urban Kay order is crafted on demand by our production partners and shipped directly to your door. Because each item is made specifically for you, please allow a short production window before shipping begins.
| Product type | Production time | Shipping time |
|---|---|---|
| Personalized jewelry | 1–3 business days | 3–7 business days |
| Wall art & canvas | 2–4 business days | 3–8 business days |
| Premium apparel | 2–5 business days | 2–5 business days |
| Mugs, journals & accessories | 2–4 business days | 3–7 business days |
| Blankets & throws | 2–5 business days | 3–7 business days |
Tracking your order
You'll receive a shipping confirmation email with tracking information once your order ships. If you haven't received tracking within 7 business days of ordering, please contact us.
We currently ship within the United States. International shipping is available for select products — shipping costs are calculated at checkout based on your location.
Returns & exchanges
Because many of our products are personalized and made to order, we handle returns on a case-by-case basis. Here's our general policy:
Personalized & custom items
Items that are engraved, custom-printed, or personalized in any way cannot be returned or exchanged unless they arrive damaged, defective, or incorrect. We take great care with every order, and we stand behind our work.
Non-personalized items
For non-personalized products (apparel, non-custom art prints, mugs), we accept returns within 30 days of delivery. Items must be unused, unwashed, and in original condition. Contact us to initiate a return.
Damaged or defective items
If your order arrives damaged or defective, contact us within 7 days of delivery with photos of the issue. We'll make it right — either with a replacement or a full refund. No hassle, no runaround.
Refunds
Approved refunds are processed within 5–7 business days and returned to your original payment method. Shipping costs are non-refundable unless the return is due to an error on our part.
Questions about your order?
We're here to help. Reach us at info@urbankay.com and we'll get back to you within 24 hours.