Shipping & Returns

Important Note

The Urban Gear sends gear in a durable cotton shoe bag to provide customers with a handy travel bag, low shipping costs, and less waste. If you require the original shoe box, please let us know; however, additional shipping charges may apply.

Shipping

We have made it our mission to ensure that your gear is packed and shipped out within two business days via Australia Post. Our parcels usually reach urban areas quickly from our Gold Coast, Queensland hub. However, you should expect your order to take anywhere between 2-14 business days to get delivered. If you live in a rural area, the package may take a bit longer to arrive.

Customers will receive an Order Confirmation email and a separate email with the tracking details. Please add hello@theurbangear.com.au to your contacts to ensure delivery, or check your promotional, spam, and trash folders in your email if you have not received these notifications.

Australia

Orders $139AUD or more - excludes Bulky & Final Sale Gear.

• Free Shipping and Returns (see our full return policy below for full details).
• The total order value must be over $139 AUD after all discounts, excluding bulky or final sale gear.
• All parcels are authorized to be left unless requested (additional charges may apply).
• Please provide us with your phone number so we can ship your parcel.

Orders $138.99AUD or less- excludes Bulky & Final Sale Gear.

• $12AUD Flat Rate Shipping.
• All parcels are authorized to be left unless requested (additional charges may apply).
• Please provide us with your phone number so we can ship your parcel.
• Shipping is non-refundable for returns or exchanges.

Bulky Shipping

• $25AUD Flat Rate Shipping
• Remote Locations may not be eligible for the  Bulky Shipping rate, please contact us if you have any concerns about your delivery address.

Final Sale Shipping

• $12AUD Flat Rate Shipping.
• Final Sale gear is heavily reduced and is end-of-line, and is not eligible for return or exchange.

New Zealand

• PO Boxes, Parcel Lockers, Locked Bags, C/O Post Offices, or similar are not eligible for international shipping.
• Bulky Gear or gear marked as "final sale" are not eligible for international shipping.
• All parcels are authorized to be left unless requested (additional charges may apply).
• Please provide us with your phone number so that we can ship your parcel.

Orders $350AUD or more

• Free Shipping
• The total order value must be over $350AUD after all discounts.

Orders $349.99 or less

• $35AUD Flat Rate Shipping
• Shipping is non-refundable for returns or exchanges.

Other Shipping Information:

• The Urban Gear is not responsible for lost or stolen parcels. Please contact AusPost directly or send us a message so that we can follow up with them to help locate your gear or obtain proof of delivery.
• Customers are responsible for providing the correct address. If a delivery is not made due to an incorrect or undeliverable address, an additional AusPost fee will be incurred at the customer's expense for either re-delivery or the amount will be deducted from the return.
• We cannot change the address once the gear has been sent.

Returns

The Urban Gear has a 60-day return policy for unused gear from the date of purchase. Selected gear is not eligible for return or exchange, including used or final sale gear, underwear, foot tech care, Grangers, bottles, and eyewear (see below for more details). Please make sure to read through The Urban Gear's returns policy thoroughly and understand the process of getting a FREE return.

• All gear returned must be unworn, in its original packaging, and in the same condition with tags attached.
• The carry bag is considered part of the original packaging, and any gear not returned in its original packaging and condition will not be eligible for a full refund.
• The original shipping fees are non-refundable, and the refunds will only apply to the gear.

Australia

• Free Returns/Exchanges

• Original orders must have been $139AUD or more.
• Must contact us within 5 business days of confirmed delivery to organise a free return. If you miss the free return window, you will still have remaining days of our 60 day return policy to return the gear at your own cost.
• Customers are responsible for providing the return packaging. It is recommended to use the original parcel bag; otherwise, use a similar bag or there is a small fee for a new AusPost bag to use with the provided pre-paid label.
• Customers are entitled to 1 free return per order, and for exchanges, there is single free shipping back.
• Click Here to Contact Us and organise your return.

• All Other Returns/Exchanges

• For orders less than $139AUD, customers are responsible for all return shipping.
• Original shipping is non-refundable for returns or exchanges.
• For exchanges, there is single free shipping back to the original purchase address.
• Orders of $139 AUD or more, after the free 5 business day return period, are responsible for all return shipping.
• Contact Us and organise your return.

New Zealand

• Customers are responsible for all returns and exchanges; shipping is non-refundable.

AfterPay

• Orders made with AfterPay must be returned for a refund and are not eligible for an exchange.

Returns of Promotional Gear.

• In the case of a multi-buy or free gear(e.g. buy one get one free), all gear must be returned unused and in its original packaging to receive a full refund.
• The full retail value of any promotional gear will be deducted from the refund if they are not returned with the original gear.

Returns of Footcare and Eyewear.

• May only be returned only if the gear is in its original packaging and condition. 
• Do not remove any gear from its packaging or break any seals, as doing so voids any returnability. For example, goggles are sent sealed; if this seal is broken and the goggles have been tried on, they are non-returnable.

Final Sale Gear is not eligible for returns or exchanges.

• All types of underwear, including but not limited to briefs, thongs, and bikini bottoms.
• All flasks and water or drink bottles.
• Granger products are non-returnable and non-refundable.
• All Last Chance Sale gear is final sale, indicated by a Last Chance Badge and written in the product's description. This gear will include an additional $12 shipping fee at checkout and are not part of the free shipping and return policy.
• Contact us if you are unsure before purchasing.

BFCM Sale and Special Buy Sale Gear

• Exchange only; not returnable.
• Gear that is designated as BFCM or Special Buys will be clearly marked with a Badge.
• All BFCM Sale and Special Buy gear is eligible for exchange only. This sale gear will be indicated by a BFCM Sale Badge or Special Buy Badge and will be written above the product's description.

• Contact us if you are unsure before purchasing.
  
  

Bulky Gear

• Not eligible for free shipping or returns.
• Remote locations may not be eligible for delivery.
• We may be able to offer discounted shipping for returns; please contact us here.

Have more questions? Head over to our FAQ Page to find out more.