Politique de livraison
POLICY VIOLATIONS
Anyone attempting to violate our policies will also be subject to legal action and may face a fraud complaint.
Once a product is shipped, any attempt to cancel an order or obtain a refund from your financial institution (or PayPal) without contacting us first will be considered FRAUD, and you will be subject to a complaint from our company.
Our goal is to offer you the best shipping options, no matter where you live. We deliver to hundreds of customers around the world every day and strive to provide the highest level of service.
DELIVERY TIMEFRAMES
Europe: 1 to 3 business days (processing).
Shipping times:
- Europe (France, Belgium, Luxembourg, Switzerland, Germany, Spain, Italy, Sweden, Denmark, Austria, Netherlands, etc.): 5 - 10 business days
- Rest of Europe: 10 - 15 business days
- Rest of the world: 20 - 30 days
- United States: 5 - 10 business days
- United Kingdom: 5 - 7 business days
- Canada & Australia: 10 - 30 business days
For more information about shipping to a specific country, please contact us via email at: contact@urban-ice.fr
All orders placed will be shipped from the designated warehouse within 2 to 5 business days max. During sales periods, please allow up to 6 business days for processing.
If your order is not delivered on time, please contact us for assistance!
If your order takes more than 70 days to arrive (with standard shipping), we will refund the full amount of the order and you will keep the item. This does not apply to lost or stolen goods or incorrect addresses. We always refer to the tracking number.
Shipping delays are not solely our responsibility but may also be caused by suppliers, logistics, limited flight capacity, remote locations, driver shortages, and more.
Don’t worry — we will track your order until you receive it and hope everything goes smoothly.
Please account for public holidays, which may affect delivery times.
We work with small vendors around the world to share their products. Some items may ship directly from overseas suppliers. Due to the nature of international logistics, delays are sometimes unavoidable. All our delivery times are estimates, and exact delivery dates are not guaranteed.
I haven’t received my order yet:
If you placed an order and have not received it within the expected timeframe, please contact us and we’ll help you understand what’s going on. However, there’s no point contacting us 4 days after your purchase. As mentioned, we need 1 to 3 days to process and ship your order, and 5 to 10 business days for delivery.
Once a product is shipped, any attempt to cancel the order or file a chargeback with your bank without contacting us first will be considered FRAUD and will result in a legal complaint.
Customs Fees:
Customers are responsible for any applicable customs duties. We do our best to avoid extra charges by splitting large orders into smaller shipments. However, customs fees are random, and we cannot guarantee whether you will be charged or not. Refusing to pay customs fees is not a valid reason for a refund.
For Pre-Order or Out-of-Stock Items:
If your order includes a pre-order or out-of-stock item, we will immediately ship all available items and send the remaining items as soon as they become available. So, if you placed a single order with multiple items and only receive part of it, don’t worry — the rest is on its way.
Tracking Your Order:
You will receive a confirmation email and/or SMS (if a mobile number was provided) with a tracking ID and a link to track your parcel’s progress. To track your order, please visit our tracking page. If you’re unsure of your tracking number, use our order lookup tool in the “Track My Order” menu.
Please allow 3 to 7 business days for tracking information to update.
Incorrect Address Disclaimer:
It is the buyer’s responsibility to ensure the delivery address is correct. We do our best to process orders quickly, so there is a small window of time to correct a mistake. If you think you entered an incorrect address, please email us immediately.
Incorrect Size Disclaimer:
It is the buyer’s responsibility to ensure the chosen size is correct. We do our best to process and ship orders quickly, so there is a small window of time to make changes. If you believe you selected the wrong size, please contact us immediately by email.
Lost or Stolen Items Disclaimer:
URBAN ICE™ is not responsible for lost or stolen packages that show as delivered to the address provided at checkout. If the tracking information states that your order was delivered and you have not received it, please contact the shipping carrier or local authorities to resolve the issue. We do not offer refunds or replacements for stolen or lost items.