URBAN PICKS

FAQ

Questions people ask

Shipping, tracking, returns and payment — before and after you order. Sizes and materials live on each product's listing and in our buying guides.

What does Urban Picks sell?
A short list of home basics: storage for shoes and the garage, furniture, home office, bedding and sleep, bath and shower, kitchen and dining, pet supplies, and decor and lighting. Each pick is chosen by a person, and the full catalog is on the All picks page.
Where do you ship, and how much does shipping cost?
We ship to addresses within the United States only — no international shipping yet. Shipping is free on every US order, with one exception: a few picks are priced too low to include delivery. Their page says “Shipping calculated at checkout” — at checkout you enter your address, see the carriers’ rates with delivery estimates, and choose one before you pay; the rate you pick is the amount charged. Everything else in the same order still ships free.
How long will my order take to arrive?
Most orders leave the warehouse within 1–2 business days, and most US orders arrive within about 8 business days of ordering, handling included. Estimates aren't guaranteed — weather, carrier backlogs and holidays can add days — so if it's a gift for a date, order with some room to spare.
Will a holiday gift arrive in time?
For the 2026 holidays, order by Tuesday, November 10 for Thanksgiving (Nov 26), by Thursday, November 19 for Hanukkah (begins Dec 4), and by Thursday, December 10 for Christmas (Dec 25). Most orders arrive within about 8 business days; these dates give you the best chance, not a guarantee. Sending it straight to them? Enter their address at checkout — the order confirmation comes to you. We can't add gift wrap, a card or a gift receipt, because orders ship straight from US warehouses. Our gift list is on the Gifts page.
Where is my order, and how do I track it?
When your order ships, we email you the tracking details (tracking can take a day to start updating once the carrier has the package). An order with several items may ship in separate boxes, each with its own tracking number. No shipping email after a few business days? Check your spam folder, then write to support@urban-picks.com with your order number (it's in your order confirmation email).
Can I change or cancel my order?
Email support@urban-picks.com as soon as possible with your order number. Once an order has started processing or has shipped, a change or cancellation can't be guaranteed — at that point it may need to be a return after delivery.
What is your return policy?
You can request a return within 30 days of delivery for items that are unused, undamaged and in the condition you received them, with all parts and, where reasonably possible, the original packaging. Some items can't be returned: anything marked Final Sale, custom-printed items (unless they arrive damaged or misprinted), and personal-care or hygiene items once opened or used. Email support@urban-picks.com to start — please don't send anything back until we reply with return instructions, because the return address comes with the approval.
Who pays for return shipping?
For a standard return — you changed your mind or ordered the wrong size — return shipping is on you, and we recommend a trackable service. On bulky items such as shelving, furniture or a mattress that can be a real cost, so check the dimensions on the listing before you order. If the item arrived damaged, defective or not what you ordered, we cover reasonable return shipping with a prepaid label or a reimbursement.
When will I get my refund?
Once the return reaches us and we've inspected it, we email you whether it's approved. Approved refunds go back to your original payment method; banks commonly take 5–10 business days to show it after we issue it.
What if my order arrives damaged, defective or wrong?
Email support@urban-picks.com within 7 days of delivery with your order number, a short description, and photos of the item, the packaging and the shipping label. Please keep everything until we've reviewed it, since the carrier may ask for proof. Once it's verified we'll work out the fix with you — for example a replacement, a replacement part or a refund — and if we need the item back, we cover the return shipping.
Why doesn't my package say Urban Picks?
Orders ship from US warehouses run by our fulfillment partners, so the sender on the shipping label may be the warehouse rather than Urban Picks. If a package arrives that you don't recognize, or something from your order is missing, email us with your order number and we'll check.
Is checkout secure? How are payments handled?
Payments are processed by Stripe. Card details are entered on Stripe's secure checkout — Urban Picks never sees or stores your full card number. Sales tax, where it applies, is calculated at checkout.
Who runs Urban Picks, and how do I reach you?
Urban Picks is a small US shop operated by Ecoformers LLC in Culver City, CA. ECOFORMERS is our own label, currently on one product — the ECOFORMERS Quilted Deep-Pocket Mattress Topper; everything else comes from other makers. Email support@urban-picks.com or use the contact page: a person reads every message and replies within one business day.

still stuck? write to us — we reply within one business day