Frequently Asked Questions

This is where you’ll find answers to most of the questions you might have. For other enquiries, please send us an email at enquiry@urban-monster.com and we’ll help you from there.

PRODUCTS
How do I figure out the best product size to get?

We want to make sure you are getting the right size for your pet! On each product page under the description tab, there is a size table. Please refer to the table for details.

How should I measure the dog?

We’ve created a size guide. Please click here for more information.

SHIPPING
Does Urban Monster ship worldwide?

We don’t ship worldwide but it’s pretty close. You may find out about the countries we ship to on the check-out page.

Please note that package(s) shipped internationally may be subject to import taxes, customs duties, and/or fees imposed by the destination country(ies). These charges, if applicable, are not covered in payments you made to us. For further details of charges, please contact your local customs office directly.

What are the shipping prices?

It’s a flat shipping rate of USD $10 for all apparel, collar and leash.
For bed orders, the shipping rate is USD $28 per unit no matter where you are in the world.
Please note that these two rates are additive.

When will my goodies be shipped out?

Orders placed before 02: 00 GMT will be shipped within the next business day (from Monday to Saturday).

How long will my goodies take to arrive?

Our typical shipping times are 5-10 days. Packages may take a little longer to arrive in certain countries. If you do not receive your order 15 days after placing an order, please contact us here.

ORDERS
How can I track my order?

Once the item is shipped, you will receive a shipment confirmation email followed by a tracking information email. Please contact us here if you haven’t received it.

Can I cancel my order once it has been placed?

We get it – sometimes you press ‘confirm’ too soon, or you may need to change the colour or size. In this case, email us here as soon as possible, and we’ll try to fix it. Unfortunately, we can’t guarantee anything in the event the order has already been shipped. You may send us back the product upon receipt and request for a refund (except items purchased during a sale). Please note that you will be responsible for all shipping charges associated with sending the item(s) back to us.

RETURNS
What is your return policy?

We stand behind our products. A return request must be made within 7 days of receiving the product. However, please note that every returning product must be unused and in its original state, otherwise we won’t be able to honor the request. For more details on our return policy, please click here.

How do I return an item?

Please submit a return request within 7 days of receiving the product. We will then email you a Return Request Letter with a Return Number. Please print out the Return Request Letter, place it within the parcel and mail to the below address through the courier service of your choice:
Unit 1308, 13/F, Riley House, 88 Lei Muk Road, Kwai Chung, N.T., Hong Kong 
Please note that you will be responsible for all shipping charges associated with sending the item(s) back to us. Returns without a Return Number will not be accepted. For more information on our return policy, please click here.

How do I exchange an item?

If you wish to exchange an item(s) for another product/ color/ size, please submit a return request and send back to us the item(s) you wish to exchange within 7 days of receiving the product and place a separate order for the item(s) you wish to exchange for.
We will send you the new item(s) while we refund you the cost of the original item(s). Please note that you will be responsible for any additional shipping cost.
For more information on our return policy, please click here.

How will the billed amount be refunded?

Payment will be refunded via the original form of payment.

Can I return an item on sale?

No, only in the case that there was a defect.

How do I return an item with defect?

Please submit a return request for a refund within 7 days of purchase. Items damaged due to normal wear and tear are not considered to be defective.

WHOLESALE
MEDIA
Does Urban Monster sponsor any pets?

It’s definitely in our plans! Stay tuned. If you represent a pet-fluencer – you can also reach out to us here.

Send us an email

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