Last Updated: August 29, 2026
At Urban Libas, we want every customer to have a smooth and positive shopping experience. If you have a question about your order, product, shipping, or any issue with your purchase, our customer support team is here to help.
How to Contact Us
For customer support, please contact us through our Contact Us page or the customer-service email address provided on our website.
When contacting us about an order, please include your order number and the email address used to place the order whenever possible.
Providing these details helps us locate your order and respond more efficiently.
Customer Support Response Time
We aim to respond to customer inquiries within 1–2 business days.
Response times may occasionally be longer during weekends, public holidays, periods of unusually high inquiry volume, or other circumstances.
Order Questions
You may contact us regarding:
- Order status
- Shipping and tracking
- Product questions
- Delivery issues
- Damaged or defective products
- Incorrect or missing items
- Order cancellation requests
- Refund-related questions
- Other questions concerning your Urban Libas purchase
Damaged, Defective, or Incorrect Products
If you receive a product that is damaged, defective, misprinted, or different from what you ordered, please contact us as soon as possible.
Please provide:
- Your order number
- A description of the problem
- Clear photographs of the affected product
- Any other information that may help us investigate the issue
We will review the issue and, where applicable, work with our fulfillment partner to determine the appropriate resolution.
Products fulfilled through Printful are subject to Printful’s applicable policies and claim requirements.
Lost Orders
If your order has not arrived within the expected delivery timeframe, please contact us.
We will review the available tracking information and, where appropriate, work with our fulfillment partner or shipping provider to investigate the matter.
Order Changes and Cancellations
If you need to change or cancel an order, please contact us as soon as possible after placing the order.
Because our products are made to order, we cannot guarantee that a cancellation or change will be possible once an order has entered production or fulfillment.
Refunds and Returns
Refunds and returns are handled according to our Refund & Return Policy.
Please review that policy for information about:
- Eligible refund or return situations
- Damaged or defective products
- Return or refund requests
- Applicable time limits
- Refund processing
- Items that are not eligible for return or refund
Product-Specific Issues
Our products are made to order. Minor variations in color, appearance, or placement may sometimes occur between a product displayed on a screen and the physical product because of differences in screens, materials, printing processes, and production conditions.
If you believe there is a significant production or quality issue with your order, please contact us so that we can review it.
Our Commitment
We aim to handle customer concerns fairly, professionally, and as promptly as reasonably possible.
Our goal is to provide clear communication and help resolve legitimate order and product issues in accordance with our applicable policies.
Policy Updates
Urban Libas may update this Customer Service & Support Policy from time to time.
Any changes will be posted on this page with an updated “Last Updated” date.