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.

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.

IMPORTANT INFORMATION FOR US AND CANADA CUSTOMERS ABOUT USMCA

Here’s  important clarification regarding the recent assessment of customs duties on your shipments, despite our inclusion of the USMCA (United States-Mexico-Canada Agreement) Certificate of Origin.

We wish to confirm that every shipment sent from our facility is accompanied by the necessary documentation to qualify for preferential tariff treatment. Our internal processes are designed to ensure full compliance with international trade regulations.

Currently, we have observed that major carriers (such as UPS, FedEx) are occasionally processing entries under Entry Type 01 (Formal Consumption) by default, instead of Entry Type 11 (Informal/Duty-Free). Due to the high volume of e-commerce traffic and the increasing use of automated AI scanning by U.S. Customs and Border Protection (CBP), the preference flags are sometimes overlooked if they are not manually activated within the carrier’s internal system.

Please be assured that these charges do not originate from us, nor are they a result of missing documentation on our end, but rather a classification error during the carrier’s brokerage process.

If you receive a notification for tax/duty payment, we recommend the following :

Contact International Brokerage: Do not call general Customer Service. Ask to speak directly with the carrier’s “International Brokerage Department.” 

Request a Reclassification: Provide them with your tracking number and state the following: “This shipment is eligible for USMCA preference and should be filed as Entry Type 11. Please apply the HTS 9903.03.08 exemption as per the attached Certificate of Origin.”

1.            Post-Summary Correction (PSC): If the duties have already been billed but not yet paid, ask the broker to file a Post-Summary Correction to rectify the entry type before final liquidation.

2.            Official Protest: If the duties have already been paid, you have the right to file a formal protest through the carrier to request a refund, citing the valid USMCA certificate provided at the time of export.

Note that this is only for taxes fee, the shipping companies charge:

1. Official/Government Fee:

  This is the Import Duty (Tariff) and government taxes. This money goes directly to the U.S. Government (Customs and Border Protection).

  This is 100% disputable because it violates the trade agreement.

2. Brokerage/Service Fees

 

  This is a private fee that the shipping company charges for their “work.” They act as the “Broker” (the middleman) who talks to customs on behalf of the customer, they charge this fee for the “service” of processing the paperwork, regardless of whether the product pays taxes or not.

This is an example of how you can fill the dispute:

Dispute: Incorrect Duty Charges – Tracking # 

To whom it may concern,

I am writing to dispute the customs duties charged on my recent shipment (Tracking/Reference: 

1.            Although I provided a valid USMCA Certification of Origin for the footwear in this shipment, I was still charged import duties. Under the USMCA agreement, these goods are origin-conforming and should qualify for duty-free treatment. This shipment is eligible for USMCA preference and should be filed as Entry Type 11. Please apply the HTS 9903.03.08 exemption as per the attached Certificate of Origin.

I have attached the following documents for your review:

The USMCA Certificate of Origin.

The Commercial Invoice.

The Proof of Payment showing the incorrect charges.

Please initiate a Post-Summary Correction (PSC) or a 1520(d) claim to refund the overpaid duties to my account.

I look forward to your prompt response and the resolution of this matter.

Best regards,

 

Note : Here are the numbers we have of UPS in case you need them: 18664937140, 186649371, 18007827892, 18887425877, 8667172692

Here are the Ups email addresses where you can send the dispute:

aknentyrvw@ups.com, payment.remit@ups.com, ssakshi2@ups.com, rmalvika@ups.com, lashondahall@ups.com, upsbrokerageaccountingsupsandleads@ups.com, UPSSDFCORRECTION@ups.com, USImportbrokeragecollection@ups.com