After placing your order, we will provide you with an estimated delivery date for your order included in your Order Confirmation email. This estimated delivery date includes production as well as extra time to account for weekends and/or national holidays.

In the event of a backorder, we will provide an approximate date of shipment.

After Ordering 

• After you checkout, your order is sent to our production team. 
• We will send you an email with your order number and confirmation. If you don’t see this email, please check your promotions folder and junk mail before reaching out.  
• We make all of our products (with lots of love) in Canada and the US as they are ordered. We are currently working with a production time of 3-8 business days before products ship.
• If you need expedited shipping please contact us prior to placing your order so we can arrange it for you!

Your Decals are Ready!

Once we’ve sent you an email to let you know your order has officially been shipped, it’s time to get excited—your order is on its way! Feel free to follow along with your package’s journey using your tracking number. If you don’t see a tracking number below, it means your package is under the 1 lb. threshold.

1. You can check your order status by visiting your order history under LOGIN, or please feel free to email our customer support team.

2. Check the email address entered at checkout. After placing your order, we will provide you with an estimated delivery date for your order included in your Order Confirmation email. This estimated delivery date includes production as well as extra time to account for weekends and/or national holidays.

Once we’ve sent you an email to let you know your order has officially been shipped, it’s time to get excited—your order is on its way! Feel free to follow along with your package’s journey using your tracking number. If you don’t see a tracking number below, it means your package is under the 1 lb. threshold.

3. If you have not received your order or have been updated past the allotted wait time please contact us and submit a forum. 

If you have a package that was marked as delivered but you have not yet received it, we ask you to take the following steps:

1. Check with your neighbours or front office (if applicable) to see if the package was left there.
2. Reach out to your local post office or facility.
3. Contact our team by submitting a form and include your order number.

Please report your lost or stolen shipment within 7 days of the marked delivery date. If an order is lost after being shipped to a third-party mail forwarding facility, we are unable to assume responsibility for the package once it is marked as delivered. Once an international shipment has been marked as delivered, we are no longer responsible for the particular package.

Please note, Urbanwalls is not responsible for refunding or reshipping lost orders due to an incorrect address at checkout.

If you attempt to apply it to the wall and realize it has been damaged in shipping, please contact us so we can help you find a solution.

 Please report any damaged or missing items by submitting a request within 7 days of delivery.

As soon as we receive your order, production begins right away. While we’re unable to make changes after you have placed your order, you do have a short window of time to cancel items from your order before they have shipped.

 Wrong address? Can I change it?

 As long as the order is still in the production phase, we can change the shipping address. Please contact us with your order number and full name and we will get back to you as soon as possible.

 If the order is in transit, we are unable to make any changes to the order or address.

Please note that this will cancel all quantities of the item from your order. Only items that are still in the queue for production will be permitted for cancellation/modification. If your items have been processed past the production phase or shipped, that indicates that we are unable to process a cancellation. Once you have received your order, you may return or exchange any eligible items.

We are so sorry to hear you’re not able to get an order placed on our website, but we'd love to assist you. We recommend refreshing your web browser and clearing your cache and cookies. This may solve issues such as populating a shipping quote, proceeding to the next section at checkout, or adding your credit card information.

If this doesn’t work, we recommend trying to check out on a different browser, using a different device, or logging out of your account and checking out as a guest.

Some other helpful tips for making sure your order goes through:

1. Make sure your zip code on your credit card details matches the zip code in your billing address. For security reasons, these two zip codes will need to match for your bank to process the transaction and submit the order.

2. Only one method of payment can be used per order. Please note that any third-party gift cards such as AMEX or Visa are considered credit cards, and will need to have a minimum of the full order total available on the card for the funds to process and complete the order.

If you’re unsure if your order was processed, we recommend checking your email for an order confirmation before placing a new order on our website. Make sure to check in the spam folder as sometimes our emails get automatically sent there.