We want you to be fully satisfied with your purchase. Most merchandise may be returned for a full refund within 20 days of delivery for items purchased through our website. Customer may return any item in-store at no cost, within 20 days of the web order delivery. Product must be unused and in original packaging. Returns must be pre-authorized by contacting us at firstname.lastname@example.org or (619) 255-5755.
Returns must be properly packed, original packaging is recommended, and sent at the customer's expense to Index Urban, ATTN: Returns, 3833 4th Ave, San Diego, CA 92103.
The customer is responsible for the shipping costs and shipping the product back to Index Urban. Simply save the original packaging and ship it out of your local UPS, Fedex or USPS to the address above.
Please include the original packing slip with your return. It is recommended that you insure your package, as we are not responsible for items that are lost or damaged in the mail. Once we receive the package, we will credit the original form of payment within three business days. Your banking institution may take additional time to process and post the transaction to your account once they have received this information. Items that arrive to Index Urban damaged in any way will not be refunded.
Complimentary custom tags given to orders purchased over $75 must be returned if the balance after your requested refund is below $75.
* Examples of non-returnable items at Index Urban are certain sale items (listed as non-refundable), anything that is custom monogrammed, and some special order items. These items cannot be returned, exchanged, or refunded. If you are unsure of whether or not an item is can be returned, please call us at (619)-255-5755 or feel free to email us at email@example.com.
To exchange an item, simply follow the return process and then place a new order. For inventory reasons, we do not currently offer straight exchanges.
Please email firstname.lastname@example.org if you wish to cancel your order. We cannot guarantee your order will be cancelled if you request cancellation after 2pm (following your order), Monday through Saturday. We try to ship as fast as possible. If the order has been processed during regular operating hours, the order may already be in route to you and can no longer be cancelled. Non-refundable sale items are an exception and cannot be canceled after the order is placed. If your order has not shipped, we will certainly cancel your order if you reach us at email@example.com or 619-255-5755.
Damages or Defects
Claims for damaged or defective items must be filed within 3 business days of delivery. Please inspect your items immediately upon delivery. Any damages to packaging or products must be noted with the shipper at the time of delivery in order for us to process a damage claim. Keep all damaged packaging materials including the box in which the shipment arrived along with all inside contents. If packaging materials are not kept we cannot process a damage claim with the carrier.
Claims must be reported immediately by calling us at (619) 255-5755 or email at firstname.lastname@example.org. Please provide images of the damaged products. Claims received after 3 business days of delivery will not be processed.
For freight deliveries in particular, it is extremely important that you inspect the package at the time of delivery. If the box has any damage, or if there is any reason for you to be concerned about damage, please document this with photos to be prepared to show this to the given carrier that delivered your package. Please note we are not responsible for damages the carrier inflicted on the product but will do everything in our power to resolve the issue with the given carrier company on your behalf.
For damages on freight items please take photos of the packaging/product and send them to email@example.com within 48 hours. Failure to report damage promptly restricts and may completely prevent our ability to process your claim.
Please see our repair page. All products are covered by the warranty policies of the their respective manufacturers. Index Urban does in-house warranty work for Briggs & Riley and Eagle Creek. We also work directly with all of our vendors to help resolve any issue that may arise with your product. You are welcome to email us at firstname.lastname@example.org to see what the best action is to take to resolve any particular warranty issue. You are welcome to bring any item into our in-house repair department during regular business hours. If you have questions about the warranty for a specific product, or if you have questions on how to make a warranty claim, please contact us.