We are proud to offer international shipping services that currently operate in over 200 countries and islands world wide. Nothing means more to us than bringing our customers great value and service. We will continue to grow to meet the needs of all our customers, delivering a service beyond all expectation anywhere in the world.
How do you ship packages?
Packages from our warehouse in China will be shipped by ePacket or EMS depending on the weight and size of the product. Packages shipped from our US warehouse are shipped through USPS.
Do you ship worldwide?
Yes. We provide free shipping to over 200 countries around the world. However, there are some locations we are unable to ship to. If you happen to be located in one of those countries we will contact you.
What about customs?
We are not responsible for any custom fees once the items have shipped. By purchasing our products, you consent that one or more packages may be shipped to you and may get custom fees when they arrive to your country.
How long does shipping take?
Shipping time varies by location. These are our estimates:
| Location | *Estimated Shipping Time |
| United States | 10-30 Business days |
| Canada, Europe | 10-30 Business days |
| Australia, New Zealand | 10-30 Business days |
| Central & South America | 15-30 Business days |
| Asia | 10-20 Business days |
| Africa | 15-45 Business days |
Do you provide tracking information?
Yes, you will receive an email once your order ships that contains your tracking information. If you haven’t received tracking info within 5 days, please contact us.
My tracking says “no information available at the moment”.
For some shipping companies, it takes 2-5 business days for the tracking information to update on the system. If your order was placed more than 5 business days ago and there is still no information on your tracking number, please contact us.
Will my items be sent in one package?
For logistical reasons, items in the same purchase will sometimes be sent in separate packages, even if you've specified combined shipping.
If you have any other questions, please contact us and we will do our best to help you out.
Order cancellation
All orders can be cancelled until they are shipped. If your order has been paid and you need to make a change or cancel an order, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be cancelled.
Refunds
Your satisfaction is our #1 priority. Therefore, you can request a refund or reshipment for ordered products if:
- If you did not receive the product within the guaranteed time( 45 days not including 2-5 day processing) you can request a refund or a reshipment.
- If you received the wrong item you can request a refund or a reshipment.
- If you do not want the product you’ve received you may request a refund but you must return the item at your expense and the item must be unused.
We do not issue the refund if:
- Your order did not arrive due to factors within your control (i.e. providing the wrong shipping address)
- Your order did not arrive due to exceptional circumstances outside the control of urbanmerch.store (i.e. not cleared by customs, delayed by a natural disaster).
- Other exceptional circumstances outside the control of https://urbanmerch.store
*You can submit refund requests within 15 days after the guaranteed period for delivery (45 days) has expired. You can do it by sending a message on Contact Us page
If you are approved for a refund, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days.
Exchanges
If for any reason you would like to exchange your product, perhaps for a different size in clothing. You must contact us first and we will guide you through the steps.
Please do not send your purchase back to us unless we authorise you to do so.
I had never cared about the mouse pads, honestly. But I noticed my old mouse started to be weird about moving and it was not easy to navigate the cursor. I ordered a new mouse and new pad and I took my sweet time to choose which one. I loved this one I got, it looked great on the picture and the color was amazing, hard to find color. I got it yesterday and I adore this pad. It screams QUALITY all over every single stitch. It is soft. My mouse is perfectly working now and I could not be more happier. I highly recommend it.
Great mousepad, especially for the price! I’m now working remotely due to COVID, and needed some things for my bedroom workspace. The material is high quality and I love this black color! It looks exactly like the photos online. My mouse glides over it easily and the size is perfect - my mouse never runs off the pad. Super easy to clean. Definitely recommend!
Many of the mouse pads I have purchased slide around on the desk, making the mouse inoperable. This is a really nice and heavy pad, it doesn't slide around, it doesn't get bubbles, it doesn't fold up or slide under the keyboard. My mouse loves it. Often, when I am using a different computer, I think "I should go get that other mouse pad".
This looks well made and I love the color! I picked it to go with the new computer and I'm loving the whole aesthetic. The round pad is great and doesn't take up too much room on my desk. It's a great size for my Apple mouse, too. The stitching is wonderful and consistent and the color matches the leather perfectly.
I ordered this pad to work with an optical mouse for my MacBook. I like the simplicity, and how flat and not too small. Very smooth and comfortable too and a good quality. Would buy again.
This leather techpad is excellent. A lot more elegant than the standard rubberized variety. It shipped quickly. It lays perfectly flat on my desk and is a perfectly sized mouse pad. I'm really happy with this purchase. I HIGHLY recommend this mouse pad. A great buy.
I’m glad I got it sealed, brand new. I like the size, it’s quite big & sticks with the surface of the table. However there is a thing I’m considering:there is no color choice. Unfortunately.
It's a beautiful color, just the right size and not thick which I like for a mouse pad. It will be easy to clean on one side.The other side, might be, but not as easy as the side with color.