Frequently Asked Questions & Help

Frequently Asked Questions

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!

Shipping Questions

Returns

UBJ Rewards

Are plugs and tunnels sold in pairs or individually?
Every plug on our site is sold in pairs, so the price you see listed is for two plugs. The only exception is for tapers and select body jewelry, which are sold individually. When in doubt, check the product description. 
Do I have to register to purchase items?
You can check out as a guest, but registered members can also store information such as your address (only if desired) so that you don't have to manually enter your details at the checkout. Your registered account will let you view all previous orders and print out invoices as well. We also offer a rewards program- so we encourage you to make an account! 
What type of payments do you accept?
We accept Visa, MasterCard, Discover, Amex, Paypal, Prepaid Gift Cards. PLEASE NOTE: ALL PAYMENTS ARE IN US DOLLARS. IF YOU ARE INTERNATIONAL, EXCHANGE RATES WILL APPLY.
Do I receive an email confirmation?
Almost immediately after you have successfully placed an order, you will receive a confirmation email. An order cannot be placed unless it has been paid for, so if you do not receive a confirmation email, chances are the order was not successfully paid for. This email will include your order information and order number. Sometimes, our emails are automatically sent to your spam folder, so please check there if you have not received an email.
How long does it take to receive an order?
Delivery times will vary depending on your chosen shipping time and locality. We have a 1-3 business day processing time. Therefore, if you order Friday morning, your order will be shipping Monday. After shipment, it depends on where you live. We ship from CA, so the closer you are- the faster it will arrive. NOTE: PLEASE MAKE SURE THE SHIPPING ADDRESS IS CORRECT. We ship using USPS standard shipping. This usually takes between 5-­10 business days (that excludes weekends). USPS Priority Mail is available as well which is guaranteed delivery within 3­-5 business days. International orders should allow 2-­4 weeks for delivery once they leave our warehouse (that means you too, Canada!). NOTE: Please be aware that these are all estimated delivery times. For international customers, if a package gets pulled aside by customs in your country it *could* take up to 6­-8 weeks to arrive.
Can I change my order?
If the order has not been shipped yet, and is still processing, please contact us IMMEDIATELY with your changes. This includes changing style, size, address, etc! It is your responsibility to contact us before the item ships with changes.
Where do you ship to?
We ship anywhere domestically USPS states is a valid address. Yes, we ship to PO Boxes! Some international countries have had delivery problems, so if your country is not listed- we cannot ship there at this time. 
How much does shipping cost?
We ship only with the United States Postal Service. All orders that are $25 (United States ONLY!) or more will receive free first class shipping. You will be able to select the free shipping option at the end of checkout. The postage rates that can be selected at checkout are:

Domestic (United States Shipments including territories)

First Class Mail $3.95 (3-10 business days)

Priority Mail $9.00 (2-5 business days)

(NOTE, THESE RATES ARE AFTER THE ORDER IS PROCESSED, THE AVERAGE ORDER TAKES 1-3 DAYS TO SHIP ON BUSINESS DAYS).

International

Priority International ($20-25 USD depending on your country) 7 - 21 business days with tracking door to door. Please note: We are using GOGLOBALPOST.COM for international orders. You can track your international order at GoGlobalPost.com or Parcelsapp.com with the tracking number you receive.

PLEASE NOTE: Some countries, Priority Shipping is not available at this time. International orders do not include any custom duty tax you might incur depending on your countries tax regulations and tax code. We are not responsible for these fees, and they must be paid in order to be delivered. Also, global shipments can be delayed through customs for up to 6 weeks. We cannot control these delays or import duty fees.

We ship all orders out in 1-3 business days in most cases.

Do I receive a tracking number?
Once your order has been shipped, you will receive an email confirming the order has been shipped with a delivery confirmation number for your convenience. You can use this tracking number at USPS.com to track your item. PLEASE NOTE: TRACKING NUMBERS WILL BE ACTIVATED ONCE USPS PICKS UP THE SHIPMENT, AROUND 5PM PST THE DAY OF SHIPMENT. THEREFORE, THE TRACKING NUMBER MIGHT NOT BE FOUND ON USPS' WEBSITE UNTIL AFTER THIS TIME. For domestic purchases, the tracking number can be used to see when the item will arrive. For international purchases, you can confirm with USPS that your item has been shipped. Because USPS hands over the package to your local delivery service, exact tracking is not available at this time. 
Can I change my address once an item is shipped?
Once an order has been shipped, it cannot be changed. Please make sure you're shipping information is correct at the time of checkout.
I think my order is lost! What do I do?
All packages should have some type of tracking on them. Use that number at USPS.com to track your item. Since the USPS ships a billion packages a year, sometimes the status may not be updated but the package will still show up. Unfortunately, packages can occasionally be lost via USPS, but it is rare. If this happens and your package does get lost, please contact us to see what your options are.
What if I put the wrong address?
Believe it or not, this happens quite often. If you realize you put the wrong address before it has been shipped out please contact us asap. However, if your product has already been shipped out, most likely it is on it's way back RETURNED TO SENDER. 

We are not in control over the delivery of the item, so we do not know why the address would be returned by USPS. USPS will deem an address incorrect, insufficient, unable to locate, etc and will return the item to us. You will be able to track the item being returned with your original tracking number. Return to Senders can take anywhere from 1­6 weeks to be returned as they are not USPS' priority to ship.

Once returned, we will refund the item for you. We will NOT refund until the item has been returned to us in house. Please allow 1 week from date of return arrival for your refund to be processed.

Refunds will not include original shipping/handling fees. If you chose free shipping, $3.95 will be taken out of your refund for postage. 

If you would like your order re­shipped to a new address, please contact customer service and they can set you up. There is a reshipping fee just to pay for your new postage.

Why do I have to sign for my package?
We include a signature confirmation on orders over $150 for domestic purchases. This is to ensure you receive your item. We include this added feature for no additional cost to you. We thank you for spending your hard earned dollars with us, and want to make sure you receive your item in a timely manner.
Can I return my order?
You have 30 days from the date you receive your package to make a return. Every item we ship will arrive in a sealed baggie. If you want to return a product because you are dissatisfied with it, you are more than welcome to do so as long as the baggies seal is not broken. Broken seals = no return. If the item is broken or wrong, please contact us so we can help fix the issue. 
How do I return my order?
Returns must be UNOPENED and in all original packaging to be eligible for a full refund. We do not allow exchanges at this time. Please take care when packaging as broken items will not be refunded.

Returns must have: original packaging (seal unbroken), RMA form, and contact information.

For returns (of unopened items), you should contact customer service on our contact page. Customer service will give you one of two options.

1) We offer a pre­paid mailing label for returning. After we have authorized your return, and you have chosen this option, we will send you a return label via your email. You just print out and stick on the envelope. For this convenience, $5 will be taken out of your refund.

2) You can choose to return yourself. Please make sure to include all order information. Tracking numbers are recommended, as we are not responsible for lost items.  

PLEASE NOTE: WE WILL NOT REFUND OR EXCHANGE ANY ITEM UNLESS THEY ARE IN HOUSE. WE ARE NOT RESPONSIBLE FOR LOST RETURNS.  A TRACKING NUMBER FOR YOUR RETURN IS HIGHLY RECOMMENDED.

IT IS YOUR RESPONSIBILITY TO PACKAGE THE JEWELRY IN A NICE AND WELL PACKAGED MANNER. IF IT IS BROKEN UPON RETURN, IT IS INELIGIBLE FOR A REFUND.

How long does a return take?
Returns can take 2-3 weeks to fully process. We will notify you by e­mail when we receive the item. We cannot refund unless the item is in house, so a tracking number is recommended. The return will be refunded to the original card that was used to make the purchase.
Why will you not accept returns if I opened the seal?
All of our jewelry is brand new and unworn, and we make sure to stand by this statement so our customers are not receiving used jewelry. We want our customers to be happy and if there is a problem or defect in the jewelry we will gladly fix the problem. It is your responsibility however, to make sure you are ordering the right size/gauge. If you aren't sure what your size/gauge is, please visit your local tattoo/piercing shop and they can tell you exactly what size. Please carefully inspect your item BEFORE opening!
My order is wrong! How are you going to fix this!
If you do have a problem or defect with your plugs, please e­mail us or use the contact form on the contact page within 3 days of receiving the shipment. Make sure to include your name, order number, and issue in the e­mail, and we gladly fix the problem!
How Do I Receive Points?
You must create an account with UBJ.com. There are multiple ways to receive points- making purchases, leaving reviews, etc. In your account, on the left hand side - there is "My rewards." You can view your points there.
When Do I Receive Points for Making a Purchase?
Once the purchase has been verified, you will receive the points after the order has shipped. For other types of rewards, most are immediate (example sign up for newsletter). If you referred a friend, you will receive points once that friend makes a purchase. For birthday rewards, you would receive points on your birthday unless you signed up within 30 days of your birthday. If you signed up within 30 days, you have to wait 30 days before it will show up on your account.
How Do I Use My Points?
You must be logged in to your account for the points to show up during checkout. On the checkout page, please do NOT do select the payment option until you are logged in and have chosen your reward. There is a drop down for which reward you would like to use (if you have more than one). We have provided a screenshot below! PLEASE NOTE: If your purchase is less than the coupon amount being used- you will not be able to redeem. For example, if your reward is for $10.00 but your cart is only $7.95- it will not let you complete the purchase until you make the CART $10.00.
Why Aren't My Points Showing Up?
Did you receive your shipment email? Did you verify you are logged in at the time of purchase? Most people need to log back in but if you cannot figure it out- email us!
Can I Use a Sale or Discount Code With My Rewards Points?
Unfortunately, you cannot use two promotions at once.
What Happens If I Return Something But Used My Points?
Any returns for refunds will be deducted from the points. If you have used points, then you might have a negative balance.
How do I get points for a review? Photo review?
You will receive an email to review the product and/or purchase. You must use that link to review the purchase & you must be logged in at the time of review. For photo reviews, we must approve the photo before the points are added, so please be patient with us!