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Frequently Asked Questions (FAQ)

Here are the most commonly asked questions we receive from our community and potential customers. If you have more questions, shoot us a note at hi@urbanedcsupply.com. We're happy to chat gear with anyone! :)

General

Q: Is it true that there is a secret VIP club that gets access to the Gear Drop before anyone else?

A: The Early Access perk is public and open to anyone who redeems it through our best-in-class loyalty rewards program. You can redeem 2,000 Compass Points for this 24 hour Early Access perk, which is open and available for anyone to redeem. For more information, click on the "Earn Rewards" tab at the bottom of your screen.

Q: Is everything on the Gear Drop available for Early Access VIP?

A: We'll reserve certain 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 does not guarantee that you'll score it.

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 his 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: 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: 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.

So instead of offering short-term promotions or one-time discounts, 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: Can I combine two discount codes into one order?

A: Unfortunately, we can’t afford to double up on coupon codes (gift cards, loyalty vouchers, etc.). However, gift cards from redeeming your Compass Points don't expire! So feel free to save that gift card for another purchase on a future gear drop. :)

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: Do you have a special sale or seasonal promotion coming up?

A: We do things a bit differently around here. Instead of having regular holiday sales, we have the best rewards program in the game! We want you to shop when you want to, and not wait for the next sale.

Furthermore, we are always looking to do something a little extra special to our most loyal supporters. Stay tuned!

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: 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: Do you have a layaway payment program?

A: Yes we do! We want to make it as accessible as possible for you to procure your gear. Our payment program powered by QuadPay 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 QuadPay directly at support@quadpay.com 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!

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 Supply?

A: We're active on Instagram, Facebook, Twitter, Pinterest, and Youtube - come join us! :)

instagram.com/urbanedcsupply
facebook.com/urbanedcsupply
twitter.com/urbanedcsupply
pinterest.com/urbanedcsupply
youtube.com/urbanedcsupply

Shipping

Q: Do you ship internationally?

A: We ship anywhere that USPS and DHL Express allow. 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 you mark down the values of my items to avoid a customs fee?

A: For legal reasons, we cannot under declare the value of the packages or mark them as anything but merchandise. The value on customs forms will match the amount on your invoice.

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 the historic Dogpatch neighborhood of San Francisco, California. In some rare cases, it may take longer due to heavier shipping volume. During these times, please be patient with us! :)

Please note that we do not ship on weekends or federal holidays.

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: 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.

Q: Yes, but 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're 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.

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