Frequently Asked Questions & Help

Please note: International shipping you can track your shipment with GoGlobalPost.com.

Check out our FAQ page! Can't find your answer? Feel free to email customer service at cs@urbanbodyjewelry.com. We're always here to help!

Are plugs and tunnels sold in pairs or individually?
Do I have to register to purchase items?
What type of payments do you accept?
Do I receive an email confirmation?
How long does it take to receive an order?
Can I change my order?

Are plugs and tunnels sold in pairs or individually?: All plugs are sold in pairs, so the listed price includes two plugs. The only exceptions are tapers and body jewelry, which is sold individually. Nipple jewelry is sold in pairs. Always check the product description.

Do I need an account to place an order?

No. You can check out as a guest. However, creating an account lets you:

Save your shipping information for faster checkout
View your order history
Print invoices
Earn rewards through our loyalty program

We recommend creating an account to take advantage of these benefits.

What type of payments do you accept?

We accept:

Visa
Mastercard
American Express
Discover
PayPal
Prepaid gift cards
UBJ Gift Cards and/or Store Credit

Please note: All payments are processed in U.S. Dollars (USD). International customers may incur exchange rate fees from their payment provider.

Do I receive an order confirmation?: Yes. Once your payment has been successfully processed, you'll receive a confirmation email with your order details and order number. If you don't receive it within a few minutes, please check your spam or junk folder. If you still can't find it, your payment might not have gone through or your email may have been wrong. Never hesitate to contact us. We are here to help.

How long does shipping take?

Orders are typically processed within 1-3 business days.

Estimated delivery times after shipment:

USPS First Class: 5-10 business days
USPS Priority Mail: 2-5 business days
International: 2-4 weeks (custom delays may extend delivery to 6-8 weeks) Please note that these are estimated delivery times and may vary depending on your location and carrier delays.

Can I change my order?

Yes, but only before your order ships. If your order is still processing, contact us immediately to request changes such as:

Product Style
Size
Shipping Address

Once an order has shipped, changes are no longer possible.

Where do you ship to?: We ship to all valid USPS addresses within the United States, including PO Boxes.; International shipping is available to select countries. If your country isn't listed during checkout, we're currently unable to ship there.

How much does shipping cost?

United States:

USPS First Class $4.50 (3-10 business days)

USPS Priority Mail $9.00 (2-5 business days)

Orders over $25 (U.S. only) qualify for free USPS First Class shipping.

International:

Global Post International: $20-25 USD (depending on destination)

Estimated delivery: 7-21 business days

International orders may be subject to custom duties, taxes, or import fees, which are the customer's responsibility.

Do I receive tracking information?: Yes. Once your order ships, you'll receive a shipping confirmation email with tracking information.

Please allow until approximately 5:00pm PST on the shipping date for USPS to activate tracking.

Can I change my address once an item is shipped?: Unfortunately, no. Once an order has shipped, we cannot change the shipping address.

My package appears to be lost. What should I do?: First, check your tracking information. USPS tracking updates may occasionally be delayed even while your package is moving.

If your package appears lost, please contact our customer support team and we'll help determine next steps.

I entered the wrong address.

If your order hasn't shipped yet, contact us immediately.

If the package has already shipped, USPS may return it to us as a "Return to Sender." Once we receive it back:

We'll refund the item price (excluding shipping costs).
Free shipping orders will have the standard shipping cost deducted from the refund.
If you'd like the order resent, additional shipping charges apply.

Why do some orders require a signature?: On occasion, we will require a signature for large orders or for re-shipped items to ensure safe delivery.

What is your return policy?

Returns are accepted within 30 days of delivery.

To qualify for a refund:

The product must remain unopened.
The original packaging and security seal must be intact.

Opened items cannot be returned for hygiene reasons unless they arrive damaged or incorrect.

How do I return my order?

To request a return, sign in to your account and follow these steps:

Click the profile icon in the store menu to access your account.
Find the order you'd like to return and click "Return items."
Select the item(s) you want to return.
Choose a return reason and add any notes.
Click "Request return."

You'll receive a confirmation email once your request is submitted. Our team will review it and respond with next steps, including a return shipping label if applicable.

Return shipping instructions and a prepaid label will be included in the approval email we send after reviewing your request.

If you choose to use the pre-paid label, a $5.00 fee will be applied to your refund.

How long does a return take?: Returns are typically processed within 2-3 weeks after we receive your package. Refunds are issued to your original payment.

Why can't opened items be returned?: For hygiene and safety reasons, all jewelry is sold as brand new and unworn. Once the protective seal has been opened, we can no longer verify that the item hasn't been used.

Please inspect your item carefully before opening the packaging.

I received the wrong item or a defective product.

Please contact us with:

Your name and email
Order number
A description (and photos, if possible) of the issue

We'll work with you to resolve it as quickly as possible.

How Do I Earn Points?: Create an account to start earning points through qualifying purchases, product reviews, referrals, newsletter signups, and other promotions.

When are purchase points added?: Purchase points are added after your order is shipped. Other rewards, such as newsletter sign ups, are typically credited immediately.

Referral points are awarded after your referred friend completes a qualifying purchase.

How Do I Redeem My Points?: Log into your account before checking out. During checkout, you'll see a dropdown menu where you can select your available rewards.

Please note that your cart total must meet or exceed the reward value.

Why Aren't My Points Showing Up?

Make sure:

You're logged into your account.
Your order has already shipped.
You're using the same account that earned the points.

If you're still having trouble, contact customer support.

Can I Combine reward points with discount codes?: No. Rewards cannot be combined with other promotional or discount codes.

What happens if I return an item purchased with rewards?: Any points earned from that purchase will be deducted. If you've already redeemed those points, your account may show a negative balance.

How do I get points for a review? Photo review?: You'll receive an email invitation to review your purchase. Be sure you're logged into the account before submitting your review.

Photo review points are awarded after your submitted photo has been approved.

Shipping Questions

Returns

UBJ Rewards

United States:

International: