Customer Service Policy

Last Updated: August 16, 2026

At Urbancartly, we believe excellent customer service is an important part of a great shopping experience. Our goal is to provide helpful, reliable, and friendly support before, during, and after your purchase.

Whether you have a question about one of our women’s bags, need assistance with an order, or have questions about shipping or returns, we’re here to help.

1. How We Can Help

Our customer service team can assist with:

  • Product questions
  • Order status
  • Shipping and tracking
  • Delivery concerns
  • Returns and exchanges
  • Refund inquiries
  • Payment questions
  • Order cancellations
  • General website questions

2. Contacting Customer Support

For assistance, please contact us by email:

Email: support@urbancartly.store

When contacting us about an existing order, please include your order number and the email address used to place the order whenever possible.

This helps us locate your order and respond more efficiently.

3. Response Times

We aim to respond to customer inquiries as promptly as possible.

Response times may vary depending on the volume and complexity of requests, weekends, holidays, or other circumstances.

We appreciate your patience while our team reviews your inquiry.

4. Order Assistance

If you need help with an order, please provide your order number and a clear description of your concern.

We can assist with questions regarding:

  • Order confirmation
  • Order processing
  • Shipping status
  • Tracking information
  • Product concerns
  • Delivery issues
  • Returns and refunds

5. Product Assistance

If you have questions about a women’s bag before purchasing, our team will do our best to provide helpful information based on the product details available on our website.

We recommend reviewing product descriptions, images, specifications, and other available information before completing your purchase.

6. Shipping Support

If your order has shipped and you have questions about its delivery or tracking information, please contact us with your order number.

We’ll review the available information and help you understand the current status of your shipment.

For complete shipping information, please review our Shipping Policy.

7. Returns and Refunds

If you need assistance with a return, exchange, or refund, please contact us before sending an item back.

Our team will provide guidance based on your order and the circumstances of your request.

For eligibility requirements, please review our Refund & Returns Policy.

8. Order Cancellations

If you need to cancel an order, please contact us as soon as possible.

Cancellation requests are generally possible only before an order enters processing. Once processing or shipment has begun, cancellation may no longer be possible.

Please review our Order Cancellation Policy for additional information.

9. Our Commitment

At Urbancartly, we’re committed to:

  • Providing helpful customer support.
  • Communicating clearly and respectfully.
  • Handling customer concerns fairly.
  • Protecting customer information.
  • Continuously improving your shopping experience.

We value your feedback and appreciate the opportunity to serve you.

10. Contact Information

Urbancartly
Operated by Clay Digital LLC

6500 Kimball Ave
Kansas City, KS 66104
United States

Email: support@urbancartly.store