Help - FAQ's
Questions, you say? Well how about that, we have answers! Hopefully. Click on the links below for superfast service.
I wanna shop!
How do I place an order??
Glad to hear it, we want you to shop! To place an order on our website, peruse our wonderful collection and hit the “BUY” button after selecting the specifics. Once you’ve made your final selections, select checkout to complete your sale through our secure on-line shopping cart. If you would like to place an order by phone, please call us at 410.366.2270 anytime between the hours of 11 a.m. to 7 p.m. EST, Wednesday through Sunday.
Fear not! It really is a secure checkout; we pinky swear. You can verify this by the https in the URL, the “S” being the key versus plain old http. The “S” indicates the page is using Secure Sockets Layer to encrypt the data that passes through. The shopping cart page however is not secure but the page where any personal and billing information is collected is, and that is the important part. The security warning may say something along the lines of “some items” on the page may not be secure” however all data is still encrypted.
Our store and shopping cart checkout is hosted through Yahoo! Merchant, here is Yahoo’s security information, they say it much better than we do. The following is a description of steps Yahoo! takes to protect your information from misuse when ordering through a Yahoo! Store.
Secure Socket Layer (SSL):
Yahoo! Store uses SSL (Secure Socket Layer) encryption when transmitting
certain kinds of information, such as financial services information or payment
information. An icon resembling a padlock is displayed on the bottom of most
browsers window during SSL transactions that involve credit cards and other
forms of payment. Any time a Yahoo! Store asks for a credit card number during
checkout for payment, it will be SSL encrypted. The information you provide
will be stored securely on our servers.
CISP Compliance: Yahoo!
Store is certified CISP-compliant. Created by Visa and MasterCard, the
Cardholder Information Security Program (CISP) outlines a standard for security
procedures for merchants and service providers that store, process, or transmit
cardholder data.
How
will I know if my order placed online has been received?
You’ll just know. Nah, not really. Shortly after you have placed your order, you will receive an email from Urban Baby Runway. If you do not receive this confirmation, please contact us at urbanbabyrunway[at] gmail [dot] com and check your bulk folder incase your spam filter ate it.
How
long will it take to receive my order?
Typically we ask to please allow 2-3 business days before shipping and then all applicable UPS Ground or USPS Priority shipping times apply. However some items are made to order or ship directly from the manufacturer and require additional time before shipping, see specific product descriptions. And we may surprise you and get your order out the next day but we need the buffer. Occasionally an item is out of stock, silly inventory system, and will take longer but you’ll be notified if this is the case.
Will
I be told when my order ships or should I keep asking you?
Trust us on this one, you will receive an email when your order ships providing the tracking or delivery confirmation number. You can then check the tracking information in the email for a current status.
What
method of shipping do you use?
UBR (now) uses UPS Ground for most shipping within the lower
48
Do you
ship to
Do we ship to
Several countries are currently available for selection during checkout. Just choose your country and we’ll get your order on its way. We're slowly adding additional countries as we get a feel for accurate shipping prices. If your country is not currently listed, contact us at: urbanbabyrunway[at] gmail [dot] com and we'll see what we can do.
Most orders come neatly wrapped in black tissue. You can select the “is this a gift” box at checkout to include a typed gift message on the packing slip, just type it in the comment field. If you want super duper fancy wrapping or handwritten card, leave a note in the comment field at checkout and we’ll try our best. Please note some items do ship directly from the manufacturer and gift wrapping may not be available on those items.
Sure! Unless the
package is being shipped within
Alright,
I got my order and I’m not so crazy about it.
Now what?
That’s a bummer! Things happen though and if for any reason the items did not meet your expectations, you can return them in their original packaging and condition within 30 days from date of purchase for exchange or refund*. Please download and print our PDF return/exchange form here and include with your return. It should have all the info you need and if filled out properly, will have all the info we need.
Please note, only NEW, UNUSED and UNLAUNDERED items are available for refund or exchange. If you feel an item is defective, please contact us for exchange options. If you buy something, your child wears it and then grows 3 feet during the night and can never wear it again, we feel for you, but we can't accept returns on worn merchandise. Nature of those little beasts. We'd love to hear feedback on the items being returned as well. We really value your opinion and take it into consideration regarding our inventory.
Returns and exchanges: Please download and print our PDF return/exchange form here and include with your return. It should have all the info you need but drop us an email at urbanbabyrunway[at] gmail [dot] com if you still have questions.
Hey dummy, the shipping
address in my shipment notification email is wrong!
Doh! And since you received the shipment notification, your package is probably already in the mail. However, with our fancy software system, shipping addresses are automatically populated with the shipping information entered by you, our dear customer. So unfortunately at this point we’ll have to wait for the package to make its way back to you and therefore will need to charge $4.60 if you’d like your package reshipped to the correct address. If it was in fact an error an our end, we’ll definitely eat the cost and reship it at our imperfect expense.
Can you cut a person break, how about some deals?
Sure thing, sign up for our emailed newsletter and keep your eye out for the savings.
Let’s
talk money, what kind do you accept?
We accept Visa, MasterCard, Discover and Paypal. Check is cool too, we will just have to wait for funds to clear before shipping. Email us at: urbanbabyrunway[at] gmail [dot] com for more info.
