FAQ

REGISTRATION

Do I need to register before I place an order?
No, you do not need to register before placing an order. You may check out as a Guest and you will have the opportunity to create an account when you are finished your order.

How do I register?
To register, please click here.

Why should I register with Urban Planet?
Registering is fast, free and easy! Here are the benefits:
1. You will not be required to re-enter your shipping or billing addresses every time you order online. Whenever you place an order, it will be delivered to the registered address on file, unless you direct us otherwise.
2. You can browse, shop and complete your order at a later time. The items that are placed in your Shopping Cart will be saved so when you come back later, you will not have to search for and re-select the items again.
Please note: Placing your items in the Shopping Cart does not guarantee availability of your items at time of checkout. Items left in cart are removed every 7 days.

How do I change the details of my account?
You can change your account information by visiting “My Account” in the top navigation and then selecting “Account Information” from the sidebar menu. To change your address, click “Address Book” and select “Change Billing/Shipping Address”. You can also control your Newsletter Subscription under “Newsletter Subscriptions” and by checking the box next to general subscription and selecting “Save”.

ORDERS

What methods of payment do you accept?
We accept payment by credit card: Mastercard, Visa and American Express. We also accept Visa-Debit cards and Interac cards from the following banks BMO, RBC, Scotia Bank and Credit Union in Ontario and British Columbia.
Please note: Visa-Debit cards should be entered as a Visa Credit card and not an Interac card.

Do you restock items that are sold out?
Unfortunately we do not restock most of our items. You may contact your local store to check availability. For the store locator, please visit here.

Can I modify or cancel my order?
Our goal is to process your order as quickly and accurately as possible, therefore, we cannot change or cancel an order once it has been placed.

How do I check the status of my order?
To check the status of your order, click on “My Account” and then “My Orders”.  Select the order you wish to view by clicking “View Order” on the right side beside the order information.  At the top of the page, you will see “About This Order:” followed by “Order Information”, “Invoices” and “Shipments”. As updates become available, you will be able to view the details pertaining to your order.

Why is an item that I ordered listed as “Refunded” or “Cancelled” on my invoice?
While we make every effort to fulfill your entire order, on rare occasion we may need to cancel one or more item(s) due to inventory availability. If we are unable to fulfill your entire order due to merchandise out of stock, you will receive a cancellation e-mail and will be refunded for unshipped item(s).

SHIPPING

What shipping options can I choose from?
Please visit our shipping page here.

What countries do you ship to?
At this time we currently only ship to Canada and the US.

Where can I locate my tracking number?
You can track your order by entering your order number into the By Reference Number tracking area here.

I live in the US, what fees or duties will I be charged?
For US orders, USPS will charge the recipient all applicable duty, taxes, and/or brokerage fees in the local currency at the time of delivery. All taxes, duties and customs fees are the responsibility of the person who receives the package. Please contact your local post office or carrier for information on the method of payment accepted for the duties, taxes and other fees collected upon delivery. Unfortunately, we cannot provide the amount that these fees will be before your order is delivered.

One of my items was shipped damaged, what do I do?
If your merchandise arrives damaged, please email customersupport@urban-planet.com and we will assist you as quickly as possible.

There is an error in the shipping address that I provided, what do I do?
Please email customersupport@urban-planet.com as soon as possible if you made an error in your shipping address.
Please note: We will only be able to edit your shipping address before your order has shipped.

My tracking number shows that my item should have been delivered by now but I haven’t received it. What do I do?
Please check all areas where a delivery may have taken place (community mailbox, front desk of an apartment building, a neighbor’s house). If the order has not been found, please email customersupport@urban-planet.com and we will assist you as quickly as possible.

RETURNS

What is your Return Policy for items purchased online?
Please view our return policy for online orders here.

What is your Return Policy for items purchased in-store?
We are pleased to offer you an exchange or store credit in-store on any purchase that you are not satisfied with within 14 days of the original purchase date. The item or items in question must be unworn and the original receipt must be presented at the time of the return. We do not offer refunds for in-store purchases.
Please note: We are unable to exchange or issue store credit for in-store purchases for items that are final sale.

I received my order but an item I ordered does not fit, can I exchange?
Yes, you are welcome to exchange your items at the Urban Planet location nearest you. Unfortunately, we do not offer exchanges by mail at this time. Please view our return policy here.

Can I return my online order to a Stitches, Sirens, or any Outlet stores under those brands?
Unfortunately not – merchandise must be brought back to an Urban Planet store and not to any other brands associated with YM inc. including: Suzy Shier, Sirens, Stitches, Bluenotes, Urban Behaviour, West 49, Mandee and Number 7.

How soon will I receive a refund for my online return?
Refunds are processed 1-2 business days after your return is received.

GIFT CARDS & DISCOUNT CARDS

How do I redeem my Gift Card online?
While in your Shopping Cart, input your gift card number and pin number in the “Gift Card” section found on the bottom-left side of the screen and select “Check Status and Balance”. Once your balance appears, you can add the gift card to your subtotal. Then, press “Secure Checkout” and proceed with the rest of the check-out process.
Please note: At this time, only the use of 1 gift card per purchase is permitted.

How do I check the balance of my Gift Card online?
While in the Shopping Cart screen, input your gift card number and pin number in the “Gift Cards” section found on the bottom-left side of the screen and click “Check Status and Balance”.

Do you sell e-Giftcards?
Unfortunately, at this time we do not sell e-Giftcards. If you wish to purchase a gift card to send as a gift by mail please make sure that the “Shipping” address corresponds to the person you wish to send the gift card to.

Where can I redeem a gift card that was purchased online?
You can redeem a gift card purchased online at any Urban Planet location as well as online at www.urban-planet.com. To find the location nearest you, please click here.

Does Urban Planet accept the Student Price Card (SPC)?
Yes, you may use your SPC card for online purchases to receive 10% off your order. Simply enter your SPC card number in the “SPC/Membership” section on the bottom-left side of the Shopping Cart.
Please note: Only the SPC card for the current year is valid. Please visit www.spccard.ca for more details.

MISCELLANEOUS

What are your store hours?
Our store hours vary from one location to another. Please contact the location nearest to you for their hours of operation.

Can I sell my products in your stores?
We are not currently looking for any new suppliers. Thank you for your interest in our company.

Can I get additional information on your company for a school project?
Due to the large number of requests we receive for information from students, we are unable to provide personalized answers to your questions. Any information about our business strategies or other corporate areas is considered confidential.

How do I apply for a job in one of your stores?
Please email your resume to: careers@yminc.ca. Due to a high number of applications received, we will only be eligible candidates will be contacted.

I am a fashion blogger, how can I collaborate with Urban Planet?
We are always on the lookout to collaborate with amazing bloggers! If you are a fashion blogger interested in working with us at Urban Planet please contact: socialteam@urban-planet.com and tell us about yourself. Please also include a web URL for your blog and information detailing your previous blog experience.

How can I model for Urban Planet?
Unfortunately, we do not hold open castings for our models. Our models are selected from various modeling agencies.

Is it possible for me to open a new location in my town?
We do not currently offer franchising opportunities.

Can I purchase clothing from you wholesale?
We do not offer wholesale purchases on our products. Merchandise is sold exclusively at our stores and online only.

Can’t find the answer you’re looking for? For all other issues, please send an email to: customersupport@urban-planet.com and a member of our team will get in touch with you within 2 business days. Please note: Our customer support email is monitored Monday-Friday 8:30am-5:30pm with the exception of holidays.