Return policies – Urban Wolf Club

1. General information

At Urban Wolf Club, we are proud of the quality and craftsmanship of our leather boots. We want every customer to be completely satisfied with their purchase. For this reason, we offer an exclusive return policy for orders placed in the United States and Canada.

For orders outside the U.S. and Canada, all sales are final, and we do not accept returns due to customs regulations and import costs beyond our control.

2. Return Conditions (US and Canada Only)

If you purchased in the U.S. or Canada and need to return your product, you must meet the following conditions:

✅ Return Deadline: You may request a return within 15 days of receiving the product.

✅ Product Condition:

  • The boots must be unused, in their original condition, with no signs of wear or damage.
  • They must be returned in their original box, with all tags and accessories included.

✅ Accepted Reasons for Return:

  • Incorrect Size: If the boots don’t fit, we can offer a size exchange or a refund. (not in customized orders, note that EE width is considered customized)
  • Manufacturing Defect: If the product has a factory defect, as long as they are defects that affect the functionality of the boot, no minor esthetic details, we will manage the return and replacement at no additional cost.
  • Order Error: If you received a different product than what you ordered.

⚠️ Reasons NOT Accepted for Return:

  • Improper use or mishandling of the product.
  • Damage caused by the customer.
  • Requests made after the 15-day period.
  • Not liking the product, including dissatisfaction with style or color, or changing your mind about the style or appearance.
  • Customized or specially made-to-order products. (EE width is considered customized)
  • Items returned without original packaging.
  • Cosmetic imprefections of the leather, please note that our boots are  crafted entirely from authentic leather. Consequently, the boots might display minor surface marks, such as slight scratches or imperfections on the hide, along with variations in tone across the surface. These unique markings reflect the natural life of the animal, highlighting beauty of the leather.
     

3. Process for requesting a return

  • Send us an email at sales@urbanwolfclub.com with your order number, reason for the return, and photos of the product (if applicable).
  • Our team will review your request and provide a return label if approved.
  • Package the product securely in its original box and ship it to the provided address. The boots must be returned in the same box in which they were shipped. If they are sent in a different box, this will incur an additional shipping cost. Any extra costs resulting from using a different box must be paid by the customer.
  • Once the product is received and inspected, we will process the refund  within 7 to 10 business days. If it’s a return we will make again the boots within 3 to 4 weeks. 

📌 Return Shipping Costs:

  • We cover the the shipping cost for incorrect size, manufacturing defect or incorrect product only if the error was ours.

4. No Returns Accepted Outside the U.S. and Canada 

Due to logistical reasons and customs costs, we do not accept returns from other countries. All purchases made outside the U.S. and Canada are final sales.

If you have questions about sizing or materials before purchasing from another country, feel free to contact us, and we’ll gladly assist you to ensure your purchase is the right fit.

Note about International orders

Kindly be advised that some countries do not fall within the standard international shipping cost framework. Consequently, any price differential will require a separate payment. While the majority of destinations are included, certain exceptions exist.

5. Exceptions and Contact

If you believe your case requires special review, please contact us at sales@urbanwolfclub.com or through our customer service form at www.urbanwolfclub.com.

📍 Customer Service:

Hours: Monday to Friday, from 9:00 a.m. to 6:00 p.m. (Central Mexico Time)
Email: sales@urbanwolfclub.com
Phone: +52 477 578 2317

With this policy, we ensure a fair experience for our customers and protect the business from unnecessary expenses.

EXTENDED AREAS IN US and CANADA

Please note that for extended or remote areas within Canada and the United States, shipping companies apply a surcharge. If your delivery address is classified as an extended zone, an additional fee will be required as a separate payment.  

ABOUT TAXES

Paying taxes are responsibility of our customers, we only include free shipping or international shipping cost but taxes are not covered in this fee. As is standard in international trade, import duties, taxes, and customs fees are determined by each country’s goverment and are the sole responsibility of the recipient. These charges are beyond our control and are not collected or kept by our company.  We recommend contacting your local customs office for more information regarding your country’s regulations.

 CANCELLATIONS 

Please be advised that cancellations can only be processed if your order has not yet begun production. Unfortunately, once an order is in production, it is no longer eligible for a refund.(no exceptions)

ABOUT CHANGES

Once the order is confirmed, no further changes can be made. Please carefully review all options before finalizing your purchase. Once confirmed, the order is final.

IMPORTANT INFORMATION ABOUT RETURNS

Please be advised that we cannot be held responsible if the product is rejected upon delivery or if the recipient is unavailable at the provided address, resulting in the courier marking the package for return. All shipments must be officially received first. Should a return be necessary, we will provide the specific instructions to follow; packages must not be returned directly to the courier at the time of delivery. We won’t accept any returns made in this way and we won’t make any refund, you are responsible for receiving your package once it has been shipped.

IMPORTANT INFORMATION ABOUT TIME

We know waiting for your order can be frustrating, and we truly appreciate your patience.

The truth is, growth takes time, we are a small business and authentic handmade boots cannot be rushed. Since our products are custom-made and handcrafted, they take much longer to produce than mass-produced items and require highly specialized skills.  We can’t cut corners just to go faster. For us, delivering a flawless, long-lasting pair of boots is always more important than meeting a quick deadline. Crafting excellence takes time, but we promise the final product is worth the wait.

 We truly appreciate your patience, as this time allows us to guarantee the quality and detail that make every piece unique.

Please note that sometimes our delivery or processing times may exceed the estimates displayed on our website. While we understand you are eager to receive your boots, we kindly request your patience during this time as we do our absolute best to fulfill your order.  We are fully committed to getting your order to you, and we appreciate your support in giving us the space to work efficiently and ensure a successful result.

Thank you for standing by us and supporting traditional craftsmanship.