FAQs

Where can I buy Urban Decay?

Urban Decay is available on UrbanDecay.ca and at our freestanding stores, as well as through our retail partners. Use our Store Locator to find the location nearest to you!

When is your next promotion?

The best way to hear about the next promotion, special event, or new product rolling out on Urban Decay is to sign up for UD's email newsletter.

Codes and promotions providing a dollar or percentage off cannot be combined.

What if the product I want is out of stock?

Out of stock items are not available for ordering at this time unless indicated as a presale item, which you can order in advance. Unfortunately, we do not know when more items will become available if they're backordered. We're sorry for any inconvenience this may cause.

Need more help? We're here for you at 1.844.483.3229, Monday–Friday, 9:00 AM–5:00 PM EST, excluding holidays.

Why is my order still processing?

Your order may still show as processing or there may have been a discrepancy in our inventory that has caused a delay in shipment. Keep in mind that sometimes, in rare cases; it can take up to two days for an order to process.

We're sorry for any inconvenience this may have caused.

If you have any further questions or concerns, we're here for you at 1.844.483.3229, Monday–Friday, 9:00 AM–5:00 PM EST, excluding holidays. 

Please have your order number handy and let us know the items you're missing.

My order is missing an item.

We may not have had all of the items in stock when we shipped your package. Your shipping confirmation email should indicate which products might still be outstanding and pending shipment.

If you have any further questions or concerns, we're here for you at 1.844.483.3229, Monday–Friday, 9:00 AM–5:00 PM EST, excluding holidays.

Please have your order number handy and let us know the items you're missing.

Can you send samples of your products?

We do not send out samples without a purchase. At times, we offer samples as an online gift with purchase or when we launch a new line of featured products. To be included in these future offers, be sure to sign up for our email list by clicking here.

Can I get samples for my blog?

Please provide a direct link to your blog, website or channel, as well as any details you can provide about your site (number of subscribers, page views per month, etc.). Due to a high volume of requests received, please allow up to 4 weeks for a reply. Click here to submit your request.

Is there a limit to the number of orders I can place?

To help ensure that we're selling our products to genuine UD beauty junkies (and not to resellers), we place a limit on the number of orders you can make within 30 days. This also gives more people a chance to purchase popular items before they’re out of stock, especially when it comes to our limited-edition launches.

For more information, call us at 1.844.483.3229, Monday–Friday, 9:00 AM–5:00 PM EST, excluding holidays.

How do I make a return?

We offer a 30-day LOVE-IT-OR-LEAVE-IT Guarantee. This means that if you don't love our products, for any reason, we'll take them back within 30 days of your delivery date and refund your full purchase price. So go ahead, take a chance on something new; we've got you covered!

Please note that all promotional products, including free samples and gift with purchases, must be returned.

We recommend that you return all products unopened and in the same condition in which they were delivered via Canada Post and that you send your return via Canada Post for your protection and to insure prompt delivery. We're sorry, but return shipping fees are not refundable.

If your package was damaged in shipment by the carrier, and its content rendered unusable, save the box and the merchandise and notify us immediately at 1.844.483.3229 (Monday–Friday, 9:00 AM–5:00 PM EST). The carrier will be notified and the damaged package and the damaged items will be replaced.

For our bookkeeping purposes, we respectfully request that you include the sales receipt and/or invoice with any return. 

How does pre-order work?

Select Urban Decay products can be pre-ordered and shipped to you on their release day. Standard shipping delays are applicable. Delays may occur in the case of high order volumes.

Products eligible for pre-order will be designated as such on their product pages. You may not combine pre-order items with regular items within the same purchase.
Please note, pre-orders are not cancellable.

When your pre-ordered item releases, your order completes and the payment method that you have on file is billed. You'll receive an email letting you know that your pre-order has been shipped. 

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