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FAQs

Do I Need To Set Up An Account To Place An Order?

It's not required—you can definitely process your UrgeGear.com order as a "Guest," or you can sign up and enjoy the following benefits through your Urge account:

• Track orders and review past purchases;
• Save your address and card details for faster shopping;
• Manage your account details, order history and email preferences; and,
• See order status.

I've Forgotten My Password. What Should I Do?

No worries. If you've forgotten your password, follow the 'Forgotten Password' link on the account sign-in page. You'll receive an email that prompts you to reset your password.

How Do I Know That The Products You Sell Are Legit?

Urge guarantees all of our products and even offers a warranty on some gear. Our steel and other materials are sourced from our own exclusive suppliers and tested manufacturers.

Is It Safe To Use My Credit Card Online On Your Website?

Your personal online security is important to us. Our payment system is managed by Shopify Payments, a secure online payment gateway that encrypts your card details to store and safely transmit your personal and credit card information to our Urge systems. All orders are processed securely, 100% of the time. Additionally, for your safety and protection, we will confirm that the billing address you provide matches the address on file with your credit card company. In this way, our personalized fraud alert program protects you from any online theft.

Urge accepts all Visa, MasterCard, American Express, Discover, and JCB credit card payments. We also honor all payments processed through PayPal as an additional payment option.

Which Countries Do You Ship To?

Currently, Urge ships only to the US and Canada. However, we do still have many international customers who take advantage of international shipping services such as MyUS Services. In this case, we would ship your product to their facility, and they would forward the package on to you.

Here is a link explaining how MyUS Services works: http://www.myus.com/en/our-services/

How Much Taxes And Duties Will I Have To Pay?

Prices displayed on UrgeGear.com are exclusive of taxes. When you proceed to purchase your order, sales tax (where applicable) will be calculated on the total merchandise value and shipping charges, and displayed on your Order Summary page. We are unable to quote import taxes on any international shipments.

If you are shipping within the USA, sales tax will only be charged on orders shipped within the state of Ohio. No other tax or import duty will be applied to orders shipped within the USA outside of OH. (Please note that all non-customs related local taxes are the customer's responsibility. Urge is not responsible for reporting or paying additional local taxes to states, such as Use Tax.)

Can I Track My Order?

Once your order has been shipped, you will receive an email confirmation of your shipping details and a tracking number. If you have registered for an Urge account, you will be able to view and track the status of your shipment by signing in and clicking on the desired order.
Even if you checked out as a "Guest," you can still setup an account to view order status and tracking information. Simply create an Urge account using the exact name and email address that you used to place your order. Your purchase history will be automatically synced to your account.

How Do I Return Or Exchange An Item?

We hope that you enjoy everything that you find on UrgeGear.com, but we know that we can't always be perfect. If you are unhappy with your purchase, or if it is defective or damaged from the manufacturer, contact Urge customer service at 805/669-URGE (8743), or info@urgegear.com.

Will I Be Refunded The Full Value Of My Order?

When approved, any returned products with all packaging and original tags intact, will be refunded to the original payment method or given an Urge online store credit, excluding shipping costs. If your order has been sent to a destination within the state of Ohio, all sales taxes will be refunded.

Outside the United States, customs duties and sales taxes are non-refundable. However, you may be able to recover these by contacting your local customs office in your country directly.

Please note that it can take up to 14 days for your refund to appear in your account.

Is My Personal Information Kept Private?

Please be assured that your personal information is kept private and confidential—at no point will we ever rent or sell this. You can read more on our Urge Terms of Use by following the link located at the bottom of this website, under "Our Company."