FAQ

If you can’t find the information you need on this page, please send an email to cs@urban-planet.com or cs@forever21.ca 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.

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.

To register, please click here.

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 the availability of your items at the time of checkout. Items left in the cart are removed every 7 days.

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”.

We accept payment by credit card: Mastercard, Visa, and American Express. We also accept PayPal, Klarna, Apple Pay, Google Pay, and Visa-Debit/MasterCard-Debit cards, Urban Planet/Stitches/Sirens/Forever21/Urban Behavior/Urban Kids gift cards, Urban Planet/Sirens/Forever21/Urban Kids Merchandise Credit Cards and some pre-paid credit cards for payment of purchases made through this site. The cardholder must be the individual placing the order.

Please note: Visa-Debit cards should be entered as a Visa Credit card and not an Interac card.

Prices displayed on the website do not include taxes. When you proceed to purchase your order, sales tax (where applicable) will be calculated on the total value of merchandise, as well as shipping charges, and will be displayed on your Order Summary page.

Unfortunately, we do not restock most of our items. You may contact your local store to check availability. For our store locations, please visit our store locator here.

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.

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.

While we make every effort to fulfill your entire order, on rare occasions, 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 the unshipped item(s).

Please visit our shipping page here.

At this time we currently only ship to Canada.

You can track your order by entering your tracking number (found in your Shipping Confirmation Email) into the By Reference Number tracking area on the Canada Post website here.

You can track your order by Entering your order tracking number (found in your Shipping Confirmation Email) into the Order Number, Reference, or Package ID area on the TForce Website here.

At this time, the tracking numbers provided with 48-hour shipping are invalid as the carrier used your provided phone number and email address to communicate. If you have any questions, always feel free to reach out to customer support via the live chat widget on the site, or by emailing cs@urban-planet.com or cs@forever21.ca

If your merchandise arrives damaged, please email cs@urban-planet.com or cs@forever21.ca and we will assist you as quickly as possible.

Please email cs@urban-planet.com or cs@forever21.ca 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.

Please check all areas where a delivery may have taken place (community mailbox, the front desk of an apartment building, a neighbour’s house). If the order has not been found, please email cs@urban-planet.com or cs@forever21.ca and we will assist you as quickly as possible.

Please view our return policy for online orders here.

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.

Yes, you are welcome to exchange your items at the most convenient Urban Planet, Forever 21, Sirens or Urban Kids store location to you. Unfortunately, we do not offer exchanges by mail at this time. Please view our return policy here.

Online purchases can be returned or exchanged at any Urban Planet, Forever 21, Sirens or Urban Kids store locations.

Refunds are processed 5-7 business days after your return is received.

Gift Cards can be combined with promotions displayed on the website when used as a form of payment. When purchasing a gift card, no additional offers can be applied to gift card purchases.

To use a gift card, simply enter the gift card number and PIN in the "gift card" section. On desktop, you'll find this on the right side of your checkout page. On mobile or the app, it will be located at the bottom of the checkout screen. After entering the details, click "Apply" and continue with the rest of the checkout process.

Please note: At this time, only the use of 1 gift card per purchase is permitted.

To check your gift card balance, scroll down to the Customer Support section at the bottom-left of the Homepage and click on "Check your Gift Card Balance." Enter your gift card number and PIN in the provided fields, then click "VERIFY BALANCE" to see your current balance

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.

You can redeem a gift card purchased online at any Urban Planet, Forever 21, Sirens, and Urban Kids locations as well as online at www.urban-planet.com. To find the location nearest you, please visit our store locator here.

Our website is open 24 / 7 for your shopping needs!

Store hours vary from one location to another. Please use the Store Locator here. to find the location nearest you and contact them directly for their hours of operation

We do not allow price adjustments on previous purchases.

We are not currently looking for any new suppliers. Thank you for your interest in our company.

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.

Please email your resume to careers@yminc.ca. Due to a high number of applications received, only eligible candidates will be contacted.

Thanks for your interest in collaborating! We typically reach out to creators we're interested in working with at this time.

Unfortunately, we do not hold open castings for our models. Our models are selected from various modeling agencies.

We do not currently offer franchising opportunities.

We do not offer wholesale purchases on our products. Merchandise is sold exclusively at our stores and online only.

In November 2020, the Canadian division of the iconic Forever 21 chain joined our growing collection of affiliated companies to offer amazing LA inspired fashions to our customers.

Our amazing brands are now available with one easy checkout online now!

Absolutely! And even better, you can checkout with products from both brands in one transaction. Please note that while gift cards can be used universally for online sales, they can only be used at the specified banner when shopping in-store. Buy a gift card here

Forever 21 products purchased online can be returned in-store at any Forever 21 locations as well as Urban Planet and Sirens locations as of March 10, 2023.

Find more information about our returns and exchanges policy here.