X-PLORE

Where is the item coming from?

The majority of our inventory is sold from our Urban Drift warehouses in US & EU. Pre-ordered items ship from China. We use UPS/ Fedex to ship the package. Free Shipping is available to most of our products. Extra charge will be needed if you choose expedited shipping.

About Preorder

Different products have different preorder time. You can check the time on the product page.

Where do you ship and how much it cost?

URBAN DRIFT can ship to most addresses in the US & EU. Note that there are some restrictions that may apply. Please check out our shipping restrictions below. Please double check your address for accuracy when ordering from urbandrift.com. This can help to get your package in time. We provide free shipping and expedited shipping( normally 1-3 days faster) for extra charge.

• STANDARD SHIPPING TIME

Our standard order processing time is 1-3 business days, and orders shipped from the US warehouse usually arrive within 3-10 business days.

• HOLIDAY SHIPPING TIME

Our holiday order processing time is 2-4 business days, and orders shipped from the US warehouse usually arrive within 3-10 business days.

Please note this can be affected due to Holidays, weather conditions and others and also we are not responsible for delays caused by the customs department in your country.

• Shipping not available to:

- P.O. Boxes
- APO Addresses
- Hawaii / Alaska

Customs & Regulations

You are responsible for checking your local postal regulations for restricted items, as we cannot be held liable for any items that are not accepted into the specific country.

How can I track my order?

We will send you the tracking code of your orders to the e-mail provided within 5-7 business days after the purchase. This email will also guide you how to track your package. Please note that the tracking information will be displayed a few days after you receiving that e-mail.Please contact us at support@urbandrift.com if you do not receive tracking confirmation within those days.

Why I’m not able to track my order?

Please note that tracking information will be displayed 8-10 business days after being updated due to Customs. If a tracking number is not searchable after this period of time, there are several possible causes:The shipping company has not yet updated the most recent delivery information on their website; the tracking code is wrong; the parcel has been delivered a long time ago and the shipping company has removed it from the tracking code history.We suggest you can contact our Customer Service at support@urbandrift.com in those situations and we will provide you with your tracking number. We will contact the delivery company on your behalf and you will be informed once there is further information.Please kindly note preorder item shipping takes time, usually about 3-5 weeks. It may don't have any updates on the internet, but actually, your package is still on the move, just be patient and track your package a few days later.

The courier tried to deliver the package but I wasn't at home, what should I do?

Please contact the courier. Usually, they will resent your package on the next working day, but sometimes they just ask you to pick up your package at their office.

I ordered multiple items but I have only received one/some of them. Why?

We do our best to reduce costs on your end so that you do not have to pay high taxes/premiums to get your items! If you ordered multiple items from us, it is highly likely that the goods will be shipped in several packages. Please allow some time for all of your items to arrive. 

I tracked down my order and the status says Return to Sender, what should I do?

In the event that the parcels were returned to us, please contact us immediately so we can arrange to send you a replacement.As the receiver it will be your sole responsibility to track your order and submit necessary requirements to the customs or courier otherwise if the order has been tagged as return to sender or unsuccessful delivery due to the receiver not being able to follow-up or have not submitted the necessary requirements or notification to the courier, we are not able to process any refund or replacement for free and you may need to place the order again.

The tracking site says Delivered but I haven’t received my order yet.

Please note that we provide a tracking number to each customer. It is customer’s responsibility to track down their orders. Kindly contact your local post office if the parcel arrived at your destination country. Please contact our Customer Service at support@urbandrift.com for further assistance. We are not responsible for any stolen packages.

Delivery

Your local customs office may require additional documents and time to clear your package, which may delay the estimated delivery time. Your order may be delivered to you by either the local post office or a local courier. Depending on your area, most orders will be delivered by your local post service, so the package will be received with your regular mail. If you are not home when the delivery is made, a notice card may be left by the postal service to advise on how and where your delivery can be collected. 

Will I be charged with customs and taxes?

The prices displayed on our site are tax-free in US Dollars, which means you may be liable to pay for duties and taxes once you receive your order.Import taxes, duties and related customs fees may be charged once your order arrives at its final destination, which is determined by your local customs office.Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office.