Here are the most common questions we receive from our community and potential customers. If you have more questions, shoot us a note at firstname.lastname@example.org. We're happy to chat gear with anyone! :)
Q: Can you give me a discount if I make a big purchase?
A: Glad you asked! We do 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. 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 of the screen while you're shopping with us.
If you have any questions, please reach out to us at email@example.com!
Q: Do you have a 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 loyalty rewards program in the industry. We want you to shop when you want to, not wait for the next sale.
Furthermore, we do something special for our most loyal customers. We host a secret "pop-up" shop every few months, which is always pretty exciting!
So how does it work? We crunch through the numbers, and send out an invite to our most loyal customers with a secret website link, which is active for a couple weeks. You can call it an exclusive VIP treatment, if you will! We like to spoil our loyal customers. :)
Q: How do I know if I'll be invited to your next secret VIP pop-up?
A: We can't tell you our secret sauce! All we can tell you is...continue to support us and you might see an invite in your inbox for our next secret VIP pop-up. :)
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 many of your goods. We work on their schedule so we can bring you the best EDC gear when they're available to us. Because many of these makers have built a large following for their work, some items may sell out very quickly.
If you sign up to be notified when an item comes back in stock, you should be able to snatch it up on the next batch, as those notifications go out first before anything else. We implemented this feature for you, so you can take advantage of it!
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.
Q: What are workshop campaigns?
A: Workshop campaigns are pre-order campaigns. We gauge demand for a product before we place a large order, or put new products into development. In return, you can purchase the product at an incredible price and receive the product before anyone else when it's released.
Workshop campaigns also guarantee that you won't miss out on that highly popular release day "drop". It's a win-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. So act quickly.
Q: I have an expired loyalty voucher. 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.
So we highly encourage you to use your vouchers before they expire! :)
Q: Where can I go to chat more gear with your EDC community?
A: We have a 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: How quickly do you ship after an order is placed?
A: With the exception of pre-order campaigns that have their own shipping date, all orders usually take 1-3 business days to ship out an order from our warehouse. In some rare cases, it may take longer due to heavy shipping volume. During these times, please be patient with us! :)
We're a small team and we're doing our best! Rest assured, we'll get your order out as quickly as we can.
Q: When will my order ship if I order additional in-stock items with my pre-order campaign?
A: When you place an order that includes any pre-order campaign, the entire order will ship together when the pre-order 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: Will you send me a tracking number?
A: Yes, of course! With each order, you will automatically receive a tracking number as soon as your order ships.
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 some time. If you'd like, you can choose a faster shipping option during checkout.
Q: What kind of packaging do you use for your shipments?
A: We ship using plain, discreet packaging material, so that your package won't stand out from the outside.
Q: Do you ship internationally?
A: Yes! 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're responsible for any and all customs charges.
Q: Can you mark down the values of my items to avoid a customs fee?
A: 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.