FAQ's & Contact Information

Contact Us [ TOP ]

For customer service, general information, and online order inquiries:: Please email customercare@urbandillo.com
For press inquiries:: Please email press@urbandillo.com
For wholesale and international order inquiries:: Please email sales@urbandillo.com
You can call us at:: 1-888-484-7484

Ordering [ TOP ]

Q: Where can I buy URBANDILLO?: A: Please check our Retailers Page and visit one of our wonderful retailers in your area. If a retailer is not located in your area, you can buy right here from our web store. Please check back regularly to look for other retail stores that carry our line.
Q: Can I place an order over the phone?: A: Yes! You can call us at 1-888-484-7484 to place an order.
Q: How can I tell if my order was placed successfully?: A: At the end of the checkout process you will also receive an email with an order number and a copy of your invoice. Please keep this email for your records.
Q: My order never arrived. What should I do?: A: Please contact customer service at customercare@urbandillo.com or call 1-888-484-7484 so we can track down your package.

Shipping [ TOP ]

Q: How much does shipping and handling cost?: A: Shipping is free for orders over $50. All other orders have a $9 flat rate shipping cost.
Q: Where in the United States do you ship?: A: We ship online orders to all 50 states. URBANDILLO can also ship to PO boxes and military addresses using USPS.
Q: Do you ship internationally?: A: Yes! Please email sales@urbandillo.com with your order and we will contact you back to arrange shipment and payment.
Q: How do I know if my order has shipped?: A: Once your order has shipped, you will receive an email confirming that your order has shipped that includes your UPS tracking number.
Q: How can I track my order?: A: You will receive a shipping confirmation notice via email when your order has left the warehouse. It will contain a tracking number that you can use to track the status of your package.
Q: Can I expedite the shipping on my order?: A: Yes. URBANDILLO offers Express (Overnight to 2-Day) and Ground shipping options. Each shipping method has its own restrictions and charges that will be applied to your order.
Q: How long will it take my order to arrive?: A: Orders are processed Monday – Friday (excluding federal holidays), and are shipped within 24 hours of the order being placed.

Returns [ TOP ]

Q: What is your return policy?: A: We guarantee all merchandise sold by Urbandillo.com. Returns must be made within 30 days of purchase. In order to receive a refund, all products must be must be returned in the condition in which they were received, unused and undamaged to ensure a full credit.
Q: I received the wrong product. What should I do?: A: Please contact us and we will be happy to correct our mistake at customercare@urbandillo.com or 1-888-484-7484.
Q: How do I return my URBANDILLO product for a refund?: A: To return your unused product for a refund, please contact us at customercare@urbandillo.com for detailed return instructions.

Privacy & Security [ TOP ]

Q: What is your privacy policy?: A: URBANDILLO is committed to your privacy. You can read our privacy policy by clicking here. Please read this policy carefully, and feel free to contact us at customercare@urbandillo.com if you have any questions.
Q: Is online shopping safe & secure at Urbandillo.com?: A: URBANDILLO protects your privacy and security by using SSL certificate data transmission to ensure that your personal information remains private. SSL stands for secure sockets layer, a technology for managing the security of online message transmission. SSL encrypts or scrambles any information sent from your browser to the server you are connected to, making it impossible to intercept or tamper with the information on the way.
Q: How do I know that a website uses SSL?: A: If you see the padlock in the bottom right hand corner of your browser you know that SSL encryption is in place and that information being sent from this page is safe. Additionally, in the address bar of your web browser, you will see the http prefix of the web address change to https which signifies enabled SSL security on that web page.

Get Involved [ TOP ]

Q: How can I help promote URBANDILLO?

A: We love our URBANDILLO fans, customers, and supporters! There are 6 ways that you can help promote URBANDILLO:

…And, of course talk about us to everyone you know!

Q: I'm interested in hosting a trunk show. What do I do?

A: We are always happy to promote our products and mission! Please email us at: customercare@urbandillo.com for more info.

Care Instructions [ TOP ]

Q: How do I wash the blanket and handbags?: A: Blankets can be machine washed in cold water. Air dry only to prevent fuzzies - do not tumble dry. Handbags can also be washed or spot cleaned with cold water.