FAQs

Q. WHAT IS YOUR HOURS OF OPERATION?

A. OUR NORMAL WORKING HOURS ARE FROM:

     MONDAY - FRIDAY: OPEN

    SATURDAY & SUNDAY: CLOSED

    HOLIDAYS: CLOSED

Q. HOW LONG DOES IT TAKE TO RESPOND BACK TO EMAILS, ISSUES ON ORDERS, OR PLACING ORDERS?

A. CAN TAKE UP TO 24-48 HOURS DEPEND IF ITS ON THE WEEKENDS OR OUR BUSY SCHEDULES. NORMALLY, WE RESPOND BACK WITHIN 24 HOURS. 

Q. HOW LONG AFTER ORDERING WILL IT TAKE TO SHIP?

A. WE RARELY CARRY INVENTORY OR STOCK, ALL ITEMS ARE MADE AS ORDERS COMES IN. I'LL GIVE IT ABOUT 3-5 BUSINESS DAYS TO MAKE, UNLESS ITS SPECIFY THAT IT TAKES LONGER.

    IF YOU PLACE AN ORDER ON SATURDAY - SUNDAY, WE MAIL ORDERS OUT TUESDAY. 

    IF YOU PLACE AN ORDER ON MONDAY - WEDNESDAY, WE MAIL ORDERS OUT THURSDAY.

    IF YOU PLACE AN ORDER ON THURSDAY - FRIDAY, WE MAIL ORDERS OUT SATURDAY.

 

Q. HOW LONG DOES BACK ORDERED ITEMS TAKE TO COME IN?

A. 1-3 WEEKS USUALLY, SOME ITEMS CAN TAKE UP TO 3-5 WEEKS. PLEASE DO NOT ORDER A BACK ORDERED ITEM IF YOU AREN'T PREPARED TO WAIT THAT LONG FOR YOUR ENTIRE ORDER. WE WILL NOT SHIP BACK ORDERED ITEM SEPARATELY.

Q. HOW DO I EXCHANGE MY ORDER HERE?

A. TO EXCHANGE A PRODUCT IS EASY, SHIP IT TO:

URBAN OPERATOR

PO BOX 4491

WATERBURY, CT 06704

INCLUDE YOUR NAME, ORDER NUMBER IF POSSIBLE AND SIZE YOU WOULD LIKE. KEEP IN MIND IT ALL DEPENDS ON THE STOCK WE HAVE. ONCE WE RECEIVE IT, WE WILL MAIL IT OUT TO YOU.

Q. IT'S BEEN A WHILE AND MY ORDER HASN'T ARRIVED..YOU GUYS SUCK!?

A. OKAY, DELIVERY OF ANY PACKAGE IS UNFORTUNATELY BEYOND OUR CONTROL. PACKAGES DO GET LOST AT TIMES OR GET DELAYED FOR ONE REASON OR THE OTHER, SHIT HAPPENS, BUT BEFORE CONTACTING US AND ASKING US WHERE YOUR ORDER IS, UNDERSTAND THAT ALL WE CAN DO IS CHECK YOUR TRACKING NUMBER AND TELL YOU EXACTLY WHAT THAT SAYS. WE DON'T HANDLE THE ACTUAL DELIVERY OF YOUR ORDER; ONCE IT'S DROPPED OFF AT THE POST OFFICE, IT'S BEYOND OUR CONTROL. SO BEFORE GOING INTO A RAGE..DID YOU CHECK THE TRACKING NUMBER? DID YOU CONTACT YOUR LOCAL POST OFFICE AND DEMAND MORE INFORMATION ON WHERE YOUR PACKAGE IS? WE'RE NOT TRYING TO BE ASSHOLES, BUT THERE IS LITTLE WE CAN DO ON OUR END WHEN IT COMES TO PACKAGES BEING DELIVERED. NOW, BECAUSE WE CARE ABOUT YOU AND UNDERSTAND THAT SOME PACKAGES NEVER ARRIVE, WE OFTEN TIMES REPLACE YOUR ORDER AND SHIP IT TO YOU ON OUR DIME BECAUSE WE WANT TO MAKE SURE YOU GET WHAT YOU PAID FOR, EVEN THOUGH THE MAIL IS THE ONE WHO LOST YOUR ORDER. WITH THAT SAID, WE ARE NOT THE MAIL OFFICE! THEY HAVE MORE RESOURCES TO LOCATE YOUR PACKAGE THAN US! 

Q. I PLACED AN ORDER AND IT GOT SENT TO THE WRONG ADDRESS, WHAT NOW?

A. THE ADDRESS YOU INPUT AT CHECKOUT IS THE SAME ONE THAT GETS AUTOMATICALLY PRINTED ON THE SHIPPING LABEL.

IE: YOU PUT 123 STUPID STREET, 123 STUPID STREET WILL BE PRINTED. IF YOU NOTICE A MISTAKE, SHOOT US AN EMAIL AND WE'LL TRY TO FIX IT ALWAYS, IF THE PACKAGE DIDN'T SHIP ALREADY. IF YOU REALIZE IT LATER, DO LOTS OF PUSH UPS, AND RE-ORDER. WE PAY ATTENTION TO DETAIL, SO SHOULD YOU. 

 

Q. ARE ALL YOUR PRODUCTS REALLY MADE IN THE U.S.A.?

A. YES! PRODUCT THAT DEALS WITH WEBBINGS AND FABRICS ARE MADE BY ME PERSONALLY, AN AMERICAN. 

Q. THIS REALLY DIDN'T HELP, WHERE CAN I CONTACT YOU?

A. EMAIL US DIRECTLY AT SALES@URBANOPERATOR.COM