Club Urban Help

Club Urban Frequently Asked Questions (FAQs)

1.			When will my order be processed?
2.			How long will it take for my order to arrive?
3.			Do you ship orders outside of the United States?
4.			Do you ship to military address or P.O. Boxes?
5.			Which credit cards do you accept?
6.			Do I have to pay with a credit card?
7.			What is your return policy?
8.			Do you have a catalog?
9.			I want to become a model, what should I do?
10.			I want to purchase an item that I see online, but you don't have my size. Will it be coming back in stock?
11.			I received my order, but one item was missing. What happens now?
12.			My credit card was declined, but the charge is showing on my credit card. What happened?
13.			I just ordered something, but now it's on sale. Do you honor price adjustments?
14.			What are your shipping rates?
15.			What is the Wish List used for?
16.			How can I track my package?
17.			How do I use my Gift Card or Store Credit online Can it be used in retail stores?
18.			Is your site secure? Why do I not see the security lock symbol?
19.			I just placed my order, but I forgot to use the promotional code /the code didn't process. What should I do?

When will my order be processed?

If your order fits all authorization criteria then all orders placed Monday-Friday before 2pm EST will ship out the same business day. If your order has a high order amount or different billing and shipping addresses, your order then may be delayed for fraud protection purposes. Orders placed after 2pm EST will ship the following business day. *We DO NOT ship nor deliver on holidays or weekends.

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How long will it take for my order to arrive?

We DO NOT ship nor deliver on holidays or weekends. If your order fits all authorization criteria then your order will ship on time. All orders placed before 2pm EST will ship out the same day. All orders shipped out after 2pm EST will ship out the following business days. ALL PACKAGES ARE SIGNATURE REQUIRED. All shipping prices are based on weight and location. Exact pricing is unknown until you reach the shipping section of your checkout process. *TRACKING NUMBERS ARE ONLY AVAILABLE FOR UPS SHIPMENTS. USPS GroundComm (UPS) = = average 1-2 weeks (can take up to 4 weeks) 3-7 business days NextDayAir (UPS) = the following business day after the order is shipped 2ndDayAir (UPS) = 2 business days after the order is shipped 3 Day Select (UPS) = 3 business days after the order is shipped Canada = average 7 to 14 business days (may take up to 4 weeks and be delayed due to Customs) International = average 7 to 14 business days (may take up to 4 weeks and be delayed due to Customs)

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Do you ship orders outside of the United States?

Yes, we ship to all international destinations. All shipping prices are based on the weight and your shipping destination. Unfortunately exact prices are not known until you reach the shipping section of your check out process. *Shipments outside of the United States will not necessarily have tracking numbers. Average delivery time using a non UPS shipping method is 15 business days from the date the order was shipped out. However, delivery can take up to 30+ days in rare instances *Please also note that there may be taxes and duties fee charged by your country's customs department which Cluburban.com is not responsible for. These fees are not included in the shipping cost of your order.

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Do you ship to military address or P.O. Boxes?

Yes, we ship to PO Boxes and Military addresses! All packages are shipped via the United States Postal Service (USPS). Sorry, express shipping is not available at this time. Military Deliveries Please note that the average delivery time is 18 to 45 days Must enter APO or FPO as your city and select AP, AA, or AE as your state. P.O. Box Deliveries Please note that the average delivery time is 7 to 30 days

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Which credit cards do you accept?

We accept: Visa, Master Card, American Express, Discover and Debit / Check cards with the Master Card or Visa logo on them.

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Do I have to pay with a credit card?

We do accept Money Orders (must phone in your order for the first time if paying by Money Order) Contact Us Here are the steps of how to place your money order: 1. Select your items that you wish to purchase and place them in your shopping cart. 2. Continue through the checkout procedure (filling in your information) until the last page where you have the option to use either your credit card or money order. Click on the "Money Order" button. 3. On this screen you will be presented with your total money order amount and a Reference #. If you need to change your address or your shipping method, click on the "edit" buttons. Print this screen and mail it in with your money order. Your order will be shipped out after the money order and reference information is received. **All money orders must be in US funds or they will be returned. Mail To: ATTN: Money Orders ClubUrban.Com 20492 Crescent Bay Drive, Suite 104 Lake Forest, CA 92630 USA

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What is your return policy?

Please see link below Returns & Exchanges Return Policy Return An Item In 3 Easy Steps Exchanges Send your returns to: Cluburban.com Returns Department 20492 Crescent Bay Drive, Suite 104 Lake Forest, CA 92630 United States

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Do you have a catalog?

Unfortunately at this time, we do not offer print catalogs. Our website serves as our catalog.

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I want to become a model, what should I do?

Let us see you all decked out! Dress up in your best outfits, take sample photos, and email them to: photos@cluburban.com

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I want to purchase an item that I see online, but you don't have my size. Will it be coming back in stock?

If the item you are looking for is located under the Sale/Hot Deals section of the website or from a previous season, then that item will not be restocked. If you are looking at a newer item, please call our Customer Service/Personal Shoppers with the style number so that they can help you directly.

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I received my order, but one item was missing. What happens now?

Upon shipment of your order, Cluburban.com will send an Out of Stock Notification via email explaining that one or more items in your order are out of stock, and will not be available for shipment in the foreseeable future. If you did not receive an Out of Stock Notification and your shipment does not contain all items ordered please contact Customer Service at 1-800-895-9788. If your order was not marked as Out of Stock (OOS) an investigation may need to be placed to track the package and check for delivery problems. Please contact Customer Service to start this investigation. International deliveries have a weight restriction; your order may come in several different boxes/deliveries.

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My credit card was declined, but the charge is showing on my credit card. What happened?

YOU HAVE NOT BEEN CHARGED. The "charges" that are appearing on your card account are called pending holds. We understand that this is a frustrating situation for you as well as the entire eCommerce industry. Pending holds come about because of the way banks verify billing address information and hold onto funds for any online transaction that has been submitted for approval. Whenever you place an order online, the funds are first verified by your bank prior to the address verification. Once you submit your credit card information for approval, your bank/credit company checks to verify the amount of money available. If you have enough funds, then an authorization code is given and the money is placed on hold. Once your funds are verified, then all of the billing information entered is verified with an AVS - Address Verification System. If your information is not exactly how your bank/credit company has it on file, then your order will not process. An error message will appear online stating: AVS Mis Match: The billing address provided does not match the billing address on file with your credit company. This allows you to go back and edit the information that you had previously entered as your billing address. Please note that any information entered after your billing information, may have to be re-entered. Such as promotional codes, store credit, gift card IDs, etc... If you have additional questions on pending holds, please contact our Customer Service dept.

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I just ordered something, but now it's on sale. Do you honor price adjustments?

Yes, we do issue price adjustments, however your order must have been placed no more than 7 days before the price change was made. Please have your invoice # ready and contact our Customer Service Department to see if you are eligible for a price adjustment. Your inquiry must be made within the 7 day window; inquiries made after will be denied. Price adjustments will not be issued if your order has already received a discount (including price adjustments, promotional codes, etc...) *Price adjustments will not be made if you have already recieved a discount using a promotional code.

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What are your shipping rates?

All shipping rates are based on the weight of your items and the location of your shipping address. Exact prices are not known until you reach the shipping section of your check out process

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What is the Wish List used for?

A wish list is used to save items you that you like or want to purchase at a later time. This can also be used as a form of registry by allowing another member to view your wishlist by looking under your user name. Perfect for a birthday or Christmas list to give your friends and family. The wish list does not hold inventory. If an item sells out it will be removed from your wish list. To create a wish list you must be a member.

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How can I track my package?

Once your order is placed you should receive a confirmation email within 48 hours. This email will contain your tracking number which can be looked up on either www.UPS.com or www.USPS.com. If you are a member with us and placed your order by using your membership, you can log in by clicking the Account Info link in the shopping cart section. Log in and your order history will appear including tracking numbers. If are not a member, you can contact Customer Service with your invoice #.

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How do I use my Gift Card or Store Credit online? Can it be used in retail stores?

You can only use your Gift Card or Store Credit online. -To use your credit please place your order online just the same as using a credit card or money order. -After entering your address information, the following page allows you to select a shipping option. On the bottom right side will be a section that you can enter your credit ID and email address. -The following page will confirm the items that you are purchasing as well as your address information. - If your order total has not been adjusted by your credit, then go back and edit your credit information again. - Please review this and then click on Confirm.

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Is your site secure? Why do I not see the security lock symbol?

Yes, shopping at websites powered Cluburban.com is safe. Every credit card purchase you make at a website powered by Cluburban.com is backed by the Cluburban.com Safe Shopping Guarantee. We guarantee that every transaction you make at a website powered by Cluburban.com will be 100% safe. This means you pay nothing if unauthorized charges are made to your card as a result of shopping at a website powered by Cluburban.com. Our secure server software (SSL) is the industry standard and is among the best software available today for secure commerce transactions. It encrypts all of your personal information including credit card number, name, and address, so that it cannot be read as the information travels over the Internet. Websites powered by Cluburban.com are registered members of veriSign and Authorize.net the leading provider of Internet trust services - including authentication, validation and payment. The security lock symbol appears only at the credit card entry stage of the checkout process.

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I just placed my order, but I forgot to use the promotional code /the code didn't process. What should I do?

Once an order is placed, a promotional code CAN NOT then be applied. Please call customer service immediately to cancel the order and then replace it using the promotional code. We are sorry, but if your order has been shipped out and processed we can not apply the discount.

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Shopping & Ordering

First Time Customers

Welcome to Cluburban.com Club Urban is the #1 global supplier of high quality authentic branded street apparel since 1999. We pride ourselves in providing our customers with the latest styles and fashions. We carry products from the hottest companies around, including: Sean John, Ecko Unltd., Rocawear, Shady Ltd, G Unit, Phat Farm, Baby Phat, Akademiks, Apple Bottoms, Bad Boy Athletics, Mezan, Retro Fox, Antik Denim, Grail, Ecko Red, State Property, New Era, Reebok, Fetish by Eve, G Unit Women, Rocawear Women and much, much more. Expect quality apparel at the most affordable price every time you order. We deliver the best quality apparel up to 75% below retail. And Now you can visit our local retail store in the US.

How to Shop

At Cluburban, we strive to keep your shopping experience simple and fun. Simply click on any of our available brands and choose your favorite item with the click of a button. We realize how important an easy checkout process is, that's why we have created an improved "one page checkout" making it easier and faster to buy than ever before.

What's New At Club Urban?

Be sure to check out our newest items featured on the homepage. Click Here to view all our newest items recently added. New styles are added all the time, so be sure to come back often.

Your Shopping Cart

The shopping cart is where you keep your selections until you are ready to check out. Simply click on an item and choose your size from the dropdown menu. You may then add the item to your shopping cart. Your items will only be held in the shopping cart for as long as you keep the browser open. If you close the browser, you may lose the items from the cart. To save items for a longer period, you will need to sign up for a free Club Urban account. Click "Join the Club" at the top of any page to create your Club Urban account. Once you have an account and log in, the items you leave in your cart will appear whenever you visit Cluburban. Please be aware, Club Urban sells items of limited quantities, we urge you to purchase the items you are interested in when you see them. The next time you visit, they may be sold out!

You may review what you have put in your shopping cart at any time. All you have to do is click on "View Cart" at the very top of the page and you will be able to see all of the items you currently have stored.

Once you click on "View Cart", you will see a picture of the item(s) you've placed in your shopping cart, as well as a brief description, the size, as well as the price and quantity. You may change the quantity of any item in your cart by entering the desired quantity and clicking "recalculate."

Checking Out

Once you have found the items you are looking for and have added them to your shopping cart, you are ready to check out. If you have already created a Club Urban account, enter your email address and password under the "Returning Customers" header and click the "log in and check out" button. If you do not yet have an account, click the "proceed to checkout" button. Simply follow the 3 simple steps and provide the necessary shipping and billing information to complete the checkout process. You must provide a valid email address in order to checkout. You will be asked to also create a password. Placing the order will automatically create your new Cluburban account and a Customer ID will be issued immediately, which will allow you to view your order status, edit email preferences, and more.

If you need assistance during checkout, please feel free to contact us. You may click on the live sales button and chat live with us. You may also call our multi-lingual customer service staff.

Inside the USA: 800.895.9788; outside the USA, call +1.949.916.7630. Customer Service is open Monday - Friday 9AM to 6PM PST. For all other times, please contact us by email at Cluburban.com.

Spring Denim Short Sale

Save 10-50% off all denim shorts throughout the store, including brand new styles. Also, as always, all our products are backed by our Low Price Guarantee.
Click here for more details.

2 For 1 Avirex Promotion
For a limited time, buy one of our special Avirex button down shirts and receive the matching t-shirt for free! Click Here to see the selection. Save more than 30% on this great deal. This offer cannot be customized. You will receive the actual shirt and t-shrit that is displayed in the product picture. You cannot substitute any other shirt or t-shirt or mix and match sizes. While supplies last.

Your Free Account

Membership is free at Cluburban.com

At Club Urban, all customers are treated as VIP. Creating an account with Cluburban.com is easy and 100% free! With your free account, you will be able to log in and view items you previously had in your shopping cart and check your order status. You will also be able to change your billing, preferences and more. Also, if you choose to sign up for the newsletter you will be the first to know about upcoming sales, specials, receive exclusive email offers, and much more.

Payment Options

Cluburban.com Payment Options

It's easy to pay for your favorite Cluburban.com purchases no matter where in the world you are. We are proud to offer the same payment options for international orders as domestic purchases. We accept a wide range of payments ensuring the easiest and safest options for our customers. Please review the options below.

Credit and Debit Cards

ClubUrban.com accepts major credit and debit cards from Visa, MasterCard, American Express, and Discover -- if you need to pay with an alternate card (ie, Visa Delta, Visa Electron, Switch/Maestro, Solo, etc) you can use our PayPal checkout option which is quick and easy (you don't need a PayPal account to do this). If you need help, call us and we'll be glad to assist you. We also accept other cards with the Visa or MasterCard logo. Payment with these cards is 100% guaranteed secure, and ensures a quick processing time. Call us toll free for details: 1.800.895-9788 (US) or 1.949-916-7630 (outside US) or use live sales to chat with an agent.

Please note -- your billing and shipping address must be the same in order to complete your order online. If you wish to ship your order to a different address, please call us or click here to chat with a live sales agent to place the order for you. All fraudulent credit card transactions will be prosecuted to the full extent of international law. In some cases our loss-prevention department may contact you after your order to verify more information.

PayPal

We gladly accept PayPal payments on both domestic and International orders. Upon checkout, you will be taken to a PayPal page where you can enter your payment information, or log in to your account to pay with your PayPal balance. PayPal accepts most credit and debit cards: Visa, Visa Delta, Visa Electron, MasterCard, Switch/Maestro, Solo, and American Express. In most cases you can also pay directly from your bank account using PayPal in the form of an eCheck or direct withdrawal.

The email address to make your PayPal payment to is pay@cluburban.com. We recommend having a confirmed PayPal account, as unconfirmed PayPal accounts are harder to verify, and can slow down the order processing time or may be deemed unacceptable. For more information on PayPal and paying with your PayPal account, click here. Call us toll free for details: 1.800.895-9788 (US) or 1.949-916-7630 (outside US) or use live sales to chat with an agent.

Click here for your country

Money Orders

In order to pay with a Money Order, you will need to contact us before you checkout. Once you contact us we will gladly process your order and answer any questions. You can also contact one of our sales representatives during normal business hours (9am-5pm Pacific Time), and we will process your order over the phone. Once we receive your money order and the funds have cleared, we will ship your goods and send you an email confirmation of shipment. Call us toll free for details: 1.800.895-9788 (US) or 1-949-916-7630 (outside US) or use live sales to chat with an agent.

Make all Money Orders payable to:
Cluburban.com
20492 Crescent Bay Drive, Suite 104
Lake Forest, CA   92630

Please note: your items will not be held until your order has been confirmed, so please contact us as soon as possible in order to guarantee that your items will be held for your order before we run out of stock. Call us toll free for details: 1.800.895-9788 (US) or 1.949-916-7630 (outside US) or use live sales to chat with an agent.

International Bank Wire Transfer

Western Union

In order to pay with Western Union, you will need to contact us after you check out in order to confirm your order. Once you contact us we will gladly process your order and answer any questions. You can also contact one of our sales representatives during normal business hours (9am-5pm Pacific Time), and we will process your order over the phone. Once the funds have cleared, we will ship your goods and send you an email confirmation of shipment. Call us toll free for details: 1.800.895-9788 (US) or 1-949-916-7630 (outside US) or use live sales to chat with an agent.
 

Receiving Party:
Name: Nathalie Sert
Address: 20492 Crescent Bay Drive, Suite 104
City: Lake Forest, CA 92630
County: USA
Tel: 1.949.916.2315
Fax: 1.949.916.3315

Please note: your items will not be held until your order has been confirmed, so please contact us as soon as possible in order to guarantee that your items will be held for your order before we run out of stock. Call us toll free for details: 1.800.895-9788 (US) or 1.949-916-7630 (outside US) or use live sales to chat with an agent.

MoneyGram

In order to pay with MoneyGram, you will need to contact us after you check out in order to confirm your order. Once you contact us we will gladly process your order and answer any questions. You can also contact one of our sales representatives during normal business hours (9am-5pm Pacific Time), and we will process your order over the phone. Once the funds have cleared, we will ship your goods and send you an email confirmation of shipment. Call us toll free for details: 1.800.895-9788 (US) or 1-949-916-7630 (outside US) or use live sales to chat with an agent.
 

Receiving Party:
Name: Nathalie Sert
Address: 20492 Crescent Bay Drive, Suite 104
City: Lake Forest, CA 92630
County: USA
Tel: 1.949.916.2315
Fax: 1.949.916.3315
 

Please note: your items will not be held until your order has been confirmed, so please contact us as soon as possible in order to guarantee that your items will be held for your order before we run out of stock. Call us toll free for details: 1.800.895-9788 (US) or 1.949-916-7630 (outside US) or use live sales to chat with an agent.

Cash (send at your own risk!)

You may also pay by sending cash via US mail. Any cash sent via US mail is sent at your own risk. We are not responsible for any lost mail during transit. If possible, we suggest using an alternate payment method.
 

In order to pay with cash, you will need to contact us after you checkout in order to confirm your order. Once you contact us we will gladly process your order and answer any questions. You can also contact one of our sales representatives during normal business hours (9am-5pm Pacific Time), and we will process your order over the phone. Once your cash is verified and deposited, we will ship your goods and send you an email confirmation of shipment. Call us toll free for details: 1.800.895-9788 (US) or 1-949-916-7630 (outside US) or use live sales to chat with an agent.
 

Please note: your items will not be held until your order has been confirmed, so please contact us as soon as possible in order to guarantee that your items will be held for your order before we run out of stock. Call us toll free for details: 1.800.895-9788 (US) or 1.949-916-7630 (outside US) or use live sales to chat with an agent.

Low Price Guarantee

We will match any price.

Cluburban.com guarantees that our prices are the lowest you'll find anywhere online. You'll know you're receiving the best deals available on thousands of quality products. And if you happen to find a better legitimate online price out there, and meet the qualifications listed below, we'll give you the difference.

To satisfy the Low Price Guarantee credit:

• The product must be purchased from ClubUrban.com
  
• The product must be the exact same make, model, quantity and color purchased at ClubUrban.com
• The merchant offering the lower price must have the product currently in stock
• The online merchant must be an established web site, as determined by ClubUrban.com

Qualifications:

• Applies to total price of purchase--including shipping, taxes and other charges that may apply
• Applies to claims made within 5 days from purchase date
• Limited to only three claims in any 90-day period per customer
• Limited to three identical items per customer
• Does not apply to new merchandise versus closeouts, shelfpulls, returned merchandise, irregulars, clearance, overruns or factory-reconditioned comparisons
• Does not apply to services, since these prices change dynamically
• Does not apply to auction sites, seller must have an established online store
• Does not apply to merchants offering special promotions such as free shipping, sale prices, rebate offers, coupon offers, quantity discounts, non-legitimate price, over the phone quote or membership requirements for buyers and/or sellers
• Subject to change without prior notice

Questions? Call us at +1.949.916.7630 or use our Live Sales feature to chat online with a representative.

Guaranteed Delivery

Your order is guaranteed to arrive or your money back.

Lost packages are rare. 99% of our international shipments have no problems. But occasionally, our shipping providers may mishandle a package or deliver it to the wrong address. To correct this, we eliminate your risk. We guarantee your order will be delivered to you, or we will gladly refund your money. A few qualifications apply:

• You must file a report with ClubUrban.com within 30 days of the date you placed your order.
• If your order is not received within 30 days, we will file a claim on your behalf with the appropriate shipping company, and begin researching the matter.
• Lost packages are rare. 99% of our international shipments have no problems.
• In most cases, undelivered mail does not get lost -- it usually gets re-routed by mistake and will eventually be delivered to you or back to us.
• Solution of your claim may take as long as 5-8 months, since our shipping providers must conduct their own investigations.
• If your package is not delivered, we will track down your shipment and correct the situation, or we'll refund your order.

Questions? Call us at +1.949.916.7630 or use our Live Sales feature to chat online with a representative.

Placing Orders

Placing orders with Cluburban.com

At Cluburban.com, we decided to survey some of our customers, asking them what we could do to improve the ordering and checkout process. They gave us great feedback and we have made some significant changes, making an already easy process even easier and cutting the checkout time in half! Now you can enjoy buying your favorite gear on Club Urban in half the time with the same outstanding safety and security.

Your Shopping Cart

The shopping cart is where you keep your selections until you are ready to check out. Simply click on an item and choose your size from the dropdown menu. You may then add the item to your shopping cart. Your items will only be held in the shopping cart for as long as you keep the browser open. If you close the browser, you may lose the items from the cart. To save items for a longer period, you will need to sign up for a free Club Urban account. Click "Join the Club" at the top of any page to create your Club Urban account. Once you have an account and log in, the items you leave in your cart will appear whenever you visit Club Urban. Please be aware, Club Urban sells items of limited quantities, we urge you to purchase the items you are interested in when you see them. The next time you visit, they may be sold out!

You may review what you have put in your shopping cart at any time. All you have to do is click on "View Cart" at the very top of the page and you will be able to see all of the items you currently have stored.

Once you click on "View Cart", you will see a picture of the item(s) you've placed in your shopping cart, as well as a brief description, the size, as well as the price and quantity. You may change the quantity of any item in your cart by entering the desired quantity and clicking "recalculate."

Checking Out

Once you have found the items you are looking for and have added them to your shopping cart, you are ready to check out. If you have already created a Club Urban account, enter your email address and password under the "Returning Customers" header and click the "log in and check out" button. If you do not yet have an account, click the "proceed to checkout" button. Simply follow the 3 simple steps and provide the necessary shipping and billing information to complete the checkout process. You must provide a valid email address in order to checkout. You will be asked to also create a password. Placing the order will automatically create your new Club Urban account and a Customer ID will be issued immediately, which will allow you to view your order status, edit email preferences, and more.

If you need assistance during checkout, please feel free to contact us. You may click on the live sales button and chat live with us. You may also call our multi-lingual customer service staff.

Inside the USA: 800.895.9788; outside the USA, call +1.949.916.7630. Customer Service is open Monday - Friday 9AM to 6PM PST. For all other times, please contact us by email at help@cluburban.com

International Customers

We specialize in international customers

We take great pride in being the leader in Hip Hop and Urban Street Wear Worldwide. Our International customers are just as important to us, that's why we offer our international customers more payment options, low cost shipping rates, super fast shipping times and a multi-lingual customer service staff ready to help with any of your questions or concerns.

Your Shopping Cart

The shopping cart is where you keep your selections until you are ready to check out. Simply click on an item and choose your size from the dropdown menu. You may then add the item to your shopping cart. Your items will only be held in the shopping cart for as long as you keep the browser open. If you close the browser, you may lose the items from the cart. To save items for a longer period, you will need to sign up for a free Club Urban account. Click "Join the Club" at the top of any page to create your Club Urban account. Once you have an account and log in, the items you leave in your cart will appear whenever you visit Club Urban. Please be aware, Club Urban sells items of limited quantities, we urge you to purchase the items you are interested in when you see them. The next time you visit, they may be sold out!

You may review what you have put in your shopping cart at any time. All you have to do is click on "View Cart" at the very top of the page and you will be able to see all of the items you currently have stored.

Once you click on "View Cart", you will see a picture of the item(s) you've placed in your shopping cart, as well as a brief description, the size, as well as the price and quantity. You may change the quantity of any item in your cart by entering the desired quantity and clicking "recalculate."

Checking Out

Once you have found the items you are looking for and have added them to your shopping cart, you are ready to check out. If you have already created a Club Urban account, enter your email address and password under the "Returning Customers" header and click the "log in and check out" button. If you do not yet have an account, click the "proceed to checkout" button. Simply follow the 3 simple steps and provide the necessary shipping and billing information to complete the checkout process. You must provide a valid email address in order to checkout. You will be asked to also create a password. Placing the order will automatically create your new Club Urban account and a Customer ID will be issued immediately, which will allow you to view your order status, edit email preferences, and more.

If you need assistance during checkout, please feel free to contact us. You may click on the live sales button and chat live with us. You may also call our multi-lingual customer service staff.

Inside the USA: 800.895.9788; outside the USA, call +1.949.916.7630. Customer Service is open Monday - Friday 9AM to 6PM PST. For all other times, please contact us by email at help@cluburban.com

Returns & Exchanges

Return Policy

Please Note: An RMA number (Return Merchandise Authorization number) MUST be obtained before returning any item. For more information on obtaining your RMA number, please click here.

30-Day Return Policy (Domestic & International Orders)

Cluburban offers the hottest brands and the highest quality goods. If you have not received the correct item or the item is defective, return the item in its original condition including all original tags clean, unworn within 30 days for a full refund.* *All orders that are shipped with the "Free Shipping" promotion, are subject to shipping cost if returned. This shipping cost will be deducted from the refund total when return is received. Returns or exchanges that were not shipped in error are subject to a restocking fee of 15%. If you have any questions or concerns regarding your order or our return policy, send us an email at returns@cluburban.com. For instructions on how to return an item, click here.

How To Return An Item In 3 Easy Steps

Are you eligible to return your item? Please read our return policy here, to see if your item is eligible. If the item is eligible, please follow the following 3 simple steps.

Step 1:
Obtain a Return Merchandise Authorization (RMA) number. You may obtain this "RMA" number from our customer service representatives via email or phone. (You must obtain an "RMA" number before shipping your item, any returned goods without an RMA number may not be accepted and any refund or exchange may be forgone.)

Step 2:
Package your goods. Be sure to package your goods properly. Any good returned that is not in its original condition will not be accepted. Please write your name, your order number and the "RMA" number on the outside of your package. This will ensure correct and quick processing time. Please note: It is the customer's responsibility to make sure the package is posted correctly. Cluburban is not responsible for any goods that are lost, damaged or stolen while in transit back to us.

Step 3:
Ship your item(s) to us. You must pay for the shipping cost to return the item(s). If the item is being returned due to our error, you will be refunded for the original shipping charges incurred once we have received the returned goods and the item is inspected and approved for resale.

Send your returns to:

Cluburban.com
Returns Department
20492 Crescent Bay Drive, Suite 104
Lake Forest, CA 92630
United States

Once the item has been approved for resale, we will make any necessary changes to the order, issue refunds, etc. If there is a refund issued for a credit card, the appropriate account will be refunded within 7-10 business days; we also send you an email notifying you of the refund and or completion of your return.

Exchanges

Cluburban strives to offer you only the best brands and products at the best possible value. In order to give you these great prices, we may not always carry large quantities or every size. Therefore, we do not exchange items. Simply return the item and place a new order. For more information on returning your item(s), click here.

Sizing Info

About Industry Sizes

There are no uniform sizing standards in the apparel industry. Sizes and fit will vary by brand. We have created a size conversion calculator as a general guide. Simply click here to open the sizing calculator. The calculator will also show you how to take proper measurements of your body.

Measuring Your Body (Men/Boys)

If you don't know your measurements, they're easy to determine with a flexible tape measure. The best way to accurately take measurements of your body is to have someone else take the measurements for you.

CHEST: Place the tape measure under your arms and circle the tape around the fullest part of the chest. WAIST: Wrap the tape measure around your natural waistline. Keep the tape comfortably loose. INSEAM: To measure your inseam, find a pair of pants that fit you the way you like and then measure the length from the crotch seam to the bottom of the leg. If you are purchasing pants you intend to machine wash, we suggest you add one inch to account for shrinkage.

Measuring Your Body (Women)

If you don't know your measurements, they're easy to determine with a flexible tape measure. The best way to accurately take measurements of your body is to have someone else take the measurements for you.

CHEST: Place the tape measure under your arms and circle the tape around the fullest part of the chest. WAIST: Wrap the tape measure around your natural waistline. Keep the tape comfortably loose. HIP: Measure your hips by circling the tape measure around the fullest part of your body between your waist and the top of your legs.

Measuring Your Shoe Size

• Measure both feet. Some people have one foot slightly larger than the other. Choose the size that fits the larger of the two.
• Consider the socks or tights you’ll wear most often with your shoes. For thicker socks or tights, you may want to order shoes 1/2 size larger than you normally wear.
• If you require a wide width and no wide width sizes are available, try ordering a ½ size larger in the regular width.
• Make sure you are standing, wearing the socks or stockings you will wear with your new shoes. Then convert the measurement to your shoe size using the shoe-sizing calculator here.

Measuring Your Belt Size

• Wrap the tape measure around your natural waistline. Keep the tape comfortably loose.
• Belt sizes are the same as men's pant sizes.
• Use our sizing calculator to convert your waist size.

Measuring Your Hat Size

• Measure your head with a tape measure, fitting comfortably about one inch above your ears.
• Use our sizing calculator to convert your measurement to hat sizes, including 'fitted' (1/8 hat sizes) and 'flex-fit' (S, M, L, XL).

Sizing Calculator

Directions: Select a size to see equivalent sizes in that category.

Shipping Info

Cluburban.com Shipping Info

Cluburban.com has teamed up with UPS and USPS to bring you the most competitive shipping rates worldwide.
Select Standard shipping to save money or Express shipping for super fast arrival.

Cluburban.com Free Shipping Details

Cluburban is proud to offer free shipping on domestic orders wit