FAQ & Terms
Thank you for shopping with UP NYC. Kindly find the answers you need by viewing the FAQ topics below. If you have any further questions, please feel free to reach us by filling out our contact form here.
Customer service hours are 11AM EST-7PM EST, Monday-Friday. Our customer service department will get back to you within 24-48 hours during business hours/business days.
Depending on the reason for the return and the condition of the product, there may be several options available to you:
- We accept returns for online store credit only. Online orders can only be returned via postage and after your return is authorized via our online customer service team, online orders cannot be returned in store.
- You will be responsible for paying postage on any returns or exchanges.
- All sale items are final sale and cannot be returned.
- If you would like to return an item for any reason other than mispacked or defective products, we can issue store credit in the form of an electronic gift card that you can use towards a future purchase. The store credit applied is for the purchase price of the product only and does not include any shipping fees charged for delivery. The store credit gift cards do not expire and can be used with a discount code.
- You will have 7 days from delivery of your package to file a return claim with customer service.
- If a product you receive is damaged during shipment, or is not what you ordered, we can send a replacement if you contact us within 7 days of receiving your package. We will provide a prepaid return label for our U.S. customers to retrieve the item. We can not ship out the replacement item until our warehouse receives the item being returned.
- If the item you wish to to return was ordered more than 7 days ago, the item is no longer for available for sale, or if the item was purchased using store credit as part of a previous exchange, we cannot accept the return or issue a refund for any reason.
- Upon approval of your RA #, you have 10 days to have your return at our warehouse. If we do not receive your return within 10 days, your RA # will automatically cancel.
- Once we have received the product and the return has been processed by our warehouse, we will issue the in-store credit to your account. Please note that we are unable to accept returns that are dropped off by a customer at any of our locations. Your order will be returned back to you if you return your order without RA approval first, NO EXCEPTIONS.
* ALL returned items must have their original tags attached, be unworn and unwashed.
ORDER POLICY AND PROCESSING TIMES
- Orders are processed Monday-Friday and will ship within 2-3 business days. During peak periods and special releases, please allow 5-7 business days. You will receive a shipping confirmation email once your order is shipped.
- Once an order has been placed, it cannot be modified or adjusted. Address updates are not always guaranteed.
- If your order was cancelled without a request, we advise you to contact your financial institution to ensure your information is up to date, unless we directly contact you about stock availability.
SHIPPING & LOST PACKAGES
- All orders are shipped via UPS Ground domestically within the US. We do not offer express shipping options. We do not ship internationally at this time.
- Items ordered together may be shipped separately based on availability.
- If you placed an order containing the wrong shipping address and we were unable to catch this order in time to change it, please note UP NYC is not responsible for the completed delivery of a package containing incorrect shipping details. We advise to please double check your shipping details before checkout, or sign up for UPS My Choice to edit your shipment address.
- UP NYC is not responsible for any lost or stolen shipments. The buyer assumes all responsibility of claims or correspondence with the shipping carrier. We strongly suggest using Route at checkout for added insurance at a low cost to prevent any shipping mishaps.
- If you checked out with Route and would need to file a package claim, please visit https://claims.route.com/
- Please note cancellations are not guaranteed.
- During peak periods and orders placed over the weekend, cancellations may not be possible.
- The abuse of cancellation requests that are deemed as unusual activity may lead to future orders being cancelled.
DAMAGES & ISSUES
- Please contact us immediately if your item is defective or damaged and provide photos so we can review/evaluate the damage and find a solution. We encourage you to contact us within 7 days of receiving your order.
- Defects are at the discretion of UP NYC.