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Note for Canadian Customers:
UPS Ground to Canada may charge a brokerage fee of up to 50% of the item value upon reaching customs; this is a separate fee from the potential customs charge. Please remember that these charges are up to the discretion of the mail carrier and customs office; we have no bearing on when, if, and how much you may be charged.
Please note that we do not ship on weekends or federal holidays.
If you have more questions, shoot us a note at hi@urbanedcsupply.com. We're happy to chat EDC gear with anyone! :)
Q: How quickly do you ship after an order is placed?
A: With the exception of Early Bird campaigns that have their own shipping date, all orders placed before noon Pacific Time typically ship out the same day from our warehouse in Northern California. In some raresuppl cases, it may take longer due to heavier shipping volume. Additionally, due to the ongoing Covid-19 Pandemic, resources are more limited. Thanks so much for your patience!
Q: Can you guarantee delivery on a certain date?
A: While we would love to, we can't accommodate such requests because shipping times can be unpredictable at times with our third-party shipping companies. Your best bet is to give yourself plenty of time. If you'd like, you can choose a faster shipping option during checkout.
Please note that delivery date estimates found on our checkout page is only an estimate. We are not responsible for delays in delivery date times. Please note that due to the ongoing Covid-19 Pandemic, all mail carriers have been subject to longer delays and wait times. Please be patient.
Q: Can you tell me where my package is or why it hasn’t updated?
A: Unfortunately, we have the same information that you, the customer, has in regards to shipments once they have been picked up by mail carriers - which is the information that the tracking number provides. Please be patient! Due to the ongoing global pandemic, mail carriers are subject to higher volume, and fewer resources. Sometimes, functions like scanning or tracking updates are delayed because of this.
Q: Do you ship internationally?
A: We ship worldwide wherever the United States Postal Service (USPS) and Fedex deliver. But please be aware of your own local laws! We are not responsible for any loss due to confiscated packages by customs in your country. Prior to purchasing, please do your own research on customs, prohibited items, restrictions, and limited delivery locations via your shipping method.
Q: Will I be charged a customs fee when I receive my shipment?
A: Sadly, customs fee is a fact of life when shipping internationally. We have absolutely no control over this and often times, it's unpredictable who will be charged, and for how much. We've heard many happy stories, and plenty of sad ones too. Thus, when you order from us, you will be responsible for any and all customs charges.
Q: Can I request to change the value and item shown on the commercial invoice to avoid higher customs fees?
A: Unfortunately, we do not accommodate such requests at this time due to legal reasons.
Q: When will my order ship if I order additional in-stock items with my Early Bird or pre-order campaign?
A: When you place an order that includes any item from a pre-order campaign, the entire order will ship together when your pre-ordered item is ready to ship. The items that are currently in-stock will not ship separately. If you would like your other items first, please place a separate order for those items.
Q: How can I track my order?
A: With each order, you will automatically receive a tracking number as soon as your order ships. You can also use our Tracking Portal to check the status of your order. If you don't receive a tracking number, please reach out to us at hi@urbanedcsupply.com!
Q: What about delivery date guarantees given by third party shipping carriers?
A: If you have any issues with delivery date guarantees given by USPS or any other carrier, you are responsible for taking action to get your money back from the third party shipping company.
Q: What kind of packaging do you use for your shipments?
A: We ship using a clean, discreet packaging material, so that your package won't stand out from the outside. We want your package to reach you safely without attracting unnecessary attention.
Q: My package got lost. What are my next steps?
A. Oh no! That's not fun. In this case, please email us with as much information as you can including pictures of the damage, your order number, etc. Unfortunately, we are unable to refund or replace items marked delivered by the shipping carrier. For items that are never marked delivered, please reach out to us at hi@urbanedcsupply.com and we'll troubleshoot it together.
Q: How do I participate in Urban EDC Rewards, AKA Compass Points?
A: Easy! Joining is easy! Just click the Create An Account button to get started. Once you're registered, you'll have the opportunity to take part in all of the exciting ways we currently offer to earn points!
Q: How can I earn Compass Points?
A: You can earn them by participating in any of our innovative promotions! Simply click on the 'Earn Points' tab to view and take part in our current opportunities. In addition, make sure to check back often, as we're adding great new ways for you to earn more all the time!
Q: What can I redeem my Compass Points for?
A: Glad you asked! We want to make it easy and fun to redeem your hard-earned Compass Points. Just visit the 'Get Rewards' tab to view all of our exciting reward options.
Q: How do I redeem my Compass Points?
A: Exchanging your Compass Points for great rewards couldn't be easier! Simply visit the 'Get Rewards' tab to view all of our great reward options and click the 'Redeem' button to redeem your reward.
Q: How do I check my Compass Points Balance?
A: Your up-to-date balance is always displayed in the top of the Earn Rewards pop up, on the left!
Q: Does it cost anything to begin?
A: Absolutely not! Sign up is 100% free, and it will never cost you anything to earn Compass Points. Make sure to visit the 'Earn Points' tab to get started.
Q: How long will it take for Compass Points to post to my account?
A: You should receive them in your account once you complete a promotion! For purchases, they will be posted when the item(s) are fulfilled.
Q: Do I have to enroll or register in individual promotions?
A: Once you register for an account, you're all set – we don't require you to register for individual promotions in order to be eligible. Just fulfill the requirements of a promotion, and we'll post the points to your account immediately!
Q: Do Compass Points expire?
A: Nope! :)
Q: What happens to my Compass Points if I make a return?
A: When you return an item, you lose the associated credit you originally earned by buying the item in the first place.
Q: What if I’m missing credit for a purchase?
A: If you don't immediately see your activity show up in your account, please get in touch and we'll help you out! Just keep in mind that on rare occasions, it may take 1 - 2 business days for activity to post to your account. For purchases, your credit will be posted once the item(s) have shipped.
Q: What are your business hours?
A: M-F, 11am-5pm EST for customer service. Our inbox is always open however, so feel free to shoot us a message anytime. We will respond on a first-come, first-served basis. Please keep in mind that we experience an extremely high volume of messages and requests; we will make sure you are taken care of as quickly as possible, rest assured, even if there are wait times (we try to be thorough!). Please note that during times like the holidays, it might take a little longer to hear back from us due to the increase in volume of requests.
Q: Can I pre-pay and reserve an item?
A: Unfortunately, we aren't able to reserve items for anybody. For items that are especially in demand, we typically limit the order to one per customer. If this is the case, it'll be clearly stated in the product description.
Q: If I add an item to my cart, is it reserved for me until I complete my checkout?
A: Your order is not complete until your payment is complete. On any given day, we have many pending shopping carts that have been abandoned. You can imagine what would happen if all the items in those carts were placed 'on hold' and unavailable for others to purchase - it wouldn't be fair! So yes, cart sniping will happen. We apologize in advance if this happens to you!
Q: Who is the maker for that item you posted on your Instagram?
A: Almost everything that you see on our Instagram (follow us!) can be purchased in our shop. Head over and browse our Instagram Gallery shop! A quick heads up - some items may sell out quickly.
Q: Do you ever have special offers or sales?
A: Your best bet is to join the Urban EDC Nation newsletter. We never publicly advertise any sales. Again, we want to reward those who follow us closely. We even have pop-up sales with a secret online location only given out to our newsletter subscribers. You definitely don't want to miss those. We take loyalty very seriously around here!
Q: Is it true that there is a secret VIP club that gets early access to the Gear Drop before anyone else?
A: Absolutely not! The Early Access perk is public and open to anyone as part of our best-in-class rewards program. Spend $5,000 or more lifetime with us, and you will automatically gain access to drops 24 hours earlier. Once you reach that level, we have new separate VIP Tiers which will enable you to earn even more gift cards, quicker!
This is our way of thanking our most loyal customers. We think it's the best rewards program out there. :)
Q: Is everything on the Gear Drop available for Early Access VIP?
A: We reserve high-demand items each week for the general release so they're available to everyone. The Early Access perk increases your odds of scoring an item, but won't guarantee that you'll score it.
We will always reserve more than half of all available inventory for the regularly scheduled Gear Drop. Always!
Q: Who determines the retail price on your items?
A: The short answer is - the maker. When makers want to work with us, we respect their MAP (minimum advertised price) policy. Our goal is to grow each maker's reputation in a responsible manner.
Having said that, sometimes a maker wants to work with us, but can't offer lower pricing at the moment for whatever reason. When this happens, we'll work the maker carefully to determine a fair price "mark-up" from the table / retail price.
Our mission is to support and spread awareness of innovative creations from some of the most talented designers and makers from all over the world. In these situations, we believe that it's far better for us to procure and show off the best of the best EDC gear, instead of limiting our capacity.
Q: Can you give me a discount if I make a large purchase?
A: We offer free domestic shipping for any order above $100. But more importantly, our focus is on building an honest community with long-term friendships and connections. We love getting to know each one of our customers.
We offer a very generous rewards program - the best in the business. As you spend more with us, the rewards just get better and better! Just make sure that you've signed up for our rewards program and you're signed into your account when making your purchase.
You can access your account by clicking the black tab at the bottom while you're shopping with us.
If you have any questions, please reach out to us at hi@urbanedcsupply.com!
Q: I have an expired discount code. Can you extend it so I can use it again?
A: Just like how food that's left out on the kitchen counter eventually goes bad, all of our vouchers have an expiration date. We do this so that we can avoid having old vouchers floating around on the web.
So we highly encourage you to use your vouchers before they expire! :)
Q: Why are so many of your items sold out and out of stock?
A: We work carefully with the most talented makers to bring you the best of the best. Often times, we're only able to acquire a small batch of goods due to a number of factors that are out of our control.
Also, we work on the makers' schedule so that we can bring you the best EDC gear when they're available to us. Because so many of these makers have built a large, cult-like following for their work, some items may sell out very quickly.
While we can't guarantee a restock on any item, you can sign up to be notified when an item comes back in stock!
Q: When will a particular item be back in stock?
A: Often times, this is really difficult to estimate. We'll do our best to bring items back in stock quickly. If you're interested in an item, your best bet is to sign up to be notified when an item comes back in stock by visiting that item's product page. Then, act quickly when you see that notification in your inbox!
Q: Do you have a layaway payment program?
A: For our USA and Canadian customers, we do! We want to make it as accessible as possible for you to procure your gear. Our payment program powered by Zip works like this. You'll pay 25% of your entire order, followed by the remaining 3 payments of 25% every two weeks. The best part is, the payment is interest-free and we ship out your goods as soon as we receive the first portion of your payment! Simple as that. There is a minimum order size of $35 to participate. For more information, click here.
Q: Can I pay the remaining balance of my layaway payment early?
A: Yes you can! Please reach out to Zip directly regarding your payments.
Q: What are Early Bird campaigns?
A: Early Bird campaigns are essentially pre-order campaigns. We gauge demand for a product before we place a large order, or put new products into development. In return, we guarantee that you won't miss out on that highly popular release day "drop". It's a win for everyone!
Updates after the end of a campaign can be found in each of their product descriptions.
Q: What is Last Call?
A: We don't do any seasonal sales as we want to encourage you to jump on an item when you want it, rather than waiting. But sometimes we have items that we would prefer to move quicker to make room for the newer goodies coming in.
So Last Call items have been marked down and are priced to sell quickly. All sales are final with no returns. In return, you get an amazing piece of gear at an incredible price.
For all Last Call items, once they're sold out, they're gone forever. We won't be bringing them back.
Q: What is your Marketplace?
A: Our Marketplace is a highly curated secondhand platform for buying and selling your new or gently used high-end collectible EDC gear. All items come from our community members, not directly from the maker.
Our goal is to provide our EDC community with a trusted, safe place to trade-in their EDC gear with a hassle-free, transparent experience. You may even find something that you like!
Please note: We are no longer sourcing second-hand items for the Marketplace.
Q: Who determines the prices on your Marketplace?
A: Because our Marketplace is a community-driven secondhand platform, we work directly with the seller on pricing. The items don't come from the makers themselves, and the secondary prices are typically higher especially on rare, highly collectible EDC gear.
Again, we want to showcase the best of the best of what's currently available out there in the EDC world, and our Marketplace is another medium for it.
Q: Where can I go to chat more gear with your EDC community?
A: We have an active, private Facebook group dedicated to our Urban EDC Nation community at facebook.com/groups/urbanedc where we chat gear, post gear photos, share behind-the-scenes content, and more!
When you request to join, we'll get you approved as soon as we can.
Q: Where else can I follow Urban EDC?
A: We're active on Instagram, Facebook, Twitter, Pinterest, and Youtube - come join us! :)
