Frequently Asked Questions
Quick answers about shipping, returns and payment.
When will my order ship?
Orders are usually processed and shipped within 1 to 3 working days of purchase.
How long does shipping take?
Shipping times vary by location.
What is the estimated delivery time?
7 to 12 business days for the United States, the United Kingdom and Canada.
Your tracking number will be updated 1 to 2 working days after your order has shipped.
What is your return policy?
No refunds. Exchanges only within 3 days of the delivered date.
If your order was refused by a prison, there are no refunds. No exceptions.
To be eligible, items must be received unused, undamaged and in their original packaging. We do not offer exchanges on anything that is not a book. Return shipping fees are at the customer's expense, and original shipping fees are non-refundable.
You will need to request a return invoice from us to put in your package. Without it, your return credit will not be applied. To request one, email info@oururbanreads.com with your order number.
How do I return an item?
Email info@oururbanreads.com and include your full name, address, phone number, email, order number and the items you wish to return.
Who pays import taxes and duties?
You are responsible for any import duties and taxes charged when your order passes through customs in your country. If you refuse delivery of a parcel because of import duties or taxes, you take on all costs of returning the item to us, and any import duties or taxes charged during the return.
What happens if my order does not come?
We will try to help you find your order. We are not responsible for tracking packages once they leave our facility. There is a small chance that you may not receive a package because of the shipping carrier. Urban Reads will not reimburse you for the product, its taxes or its shipping fees.
How long do I have to pick up an order placed online for in-store pickup?
Choose "Pick up in store" in your cart and we will email you when your order is ready at 3008 Greenmount Ave, Baltimore, MD 21218. Pickup is free.
You have 30 days to pick up your order. After that it may be restocked and you will not be refunded. No exceptions.
What methods of payment do you accept?
We accept all credit and debit cards.
Can I order bulk and receive a discount?
Yes, bulk orders over 100 copies can receive a discount. Email us at info@oururbanreads.com to inquire.
Do I have to pay taxes on my bulk orders?
Only non profits and organizations with their tax exempt status can get tax free.
The full policy is on the shipping and returns page.
Need additional help? Email info@oururbanreads.com or visit the contact page.