Store Policies

Publication date: October 10, 2026

This is the historical version published before revision 2 on October 10, 2026. See the current Store Policies and policy history.

1. About these policies
2. Your order, changes, and cancellation
3. Prices, shipping, and delivery times
4. Address errors and delivery problems
5. Damaged, incorrect, or defective products
6. Change-of-mind returns and exchanges
7. Refunds and replacement charges
8. Getting help and reviewing a decision

1. About these policies

(1.1) Who you are buying from. These policies cover your purchases from Urban Dictionary Store. We are responsible for your order and for helping you with any problems.

(1.2) Which policy applies to your order. The policy published when you placed your order applies to that order. Later restrictions do not apply to earlier purchases. You can find earlier wording and publication dates in our policy history.

(1.3) Your legal rights. These policies do not take away your rights under consumer law. If the law gives you a different remedy, cancellation right, or time limit, we honor it.

(1.4) How these policies fit together. These policies govern purchases from Urban Dictionary Store. Our shipping and returns dialogs and related Help articles are summaries of these policies. If a summary differs, this full policy applies, subject to the promises made when you ordered. The Terms of Service cover website use, and the Privacy Policy explains how we handle personal information. Neither reduces the purchase protections described here or your legal rights.

2. Your order, changes, and cancellation

(2.1) Before you pay. Most products are made after you order. When we say an order is “in production,” we mean the printer has started making your item. Changes or cancellation may no longer be possible at that point. Please check the product, quantity, size, color, customization, and delivery address. For personalized products, take a moment to check the spelling and complete design in the preview. If anything is unclear, we can help before you order.

(2.2) If you need to change your order. Contact our support team as soon as possible. We will check whether we can make the change and tell you the result. Please wait for our confirmation that the change went through. Once production begins, it may be too late to change the order. An acknowledgment that we received your request is not confirmation of a change. If we confirmed a change but did not carry it out, we will put that right. If our delay in handling your request prevented a change or cancellation, a manager will review what happened rather than treating it as your mistake.

(2.3) If you want to cancel. Contact our support team as soon as possible. If the printer can still stop your order, we will cancel it and refund the canceled items, including the charges described in 7.1. Once production begins, the printer may no longer be able to stop the order. Any cancellation rights you have under consumer law still apply.

(2.4) If information is needed before we ship. We may need an address correction or information required by your destination country, such as a recipient tax ID. We will explain what is needed, how to provide it securely, and whether your order is on hold. We allow 14 calendar days to respond and state the deadline in our message. If we cannot fulfill the affected items before shipment, we cancel and refund them rather than leaving a paid order on hold indefinitely. This response period does not extend an existing delivery-investigation or refund deadline. For information requested after shipment, the delivery-problem rules in section 4 apply. We will not send an item with a known delivery problem just because you have not replied, or guess a missing size or other product choice from an earlier order.

(2.5) If we cannot make your order. If we decline your order or cannot produce it, we will tell you and refund the affected items, including their taxes and fees as described in 7.1. We will ask for your agreement before substituting a different product.

(2.6) Reporting a design. You do not need to buy something to report a concern about its content, privacy, or someone’s rights. Contact our support team with the product link and the concern. A report about a dictionary entry does not automatically remove a Store product, so please include the Store link too. We will route rights and privacy concerns for review.

(2.7) Reviewing your design. We review custom designs before printing. Profanity, adult slang, and crude humor are allowed, subject to our merchandise standards and our printing partners’ requirements. We do not print threats or encouragement of real-world violence, hate targeting protected groups, content that defines a protected identity as a sexual act, sexual humiliation targeting an identifiable person, or sexual content involving minors. We also cannot print content that infringes another person’s rights or presents a clear legal or safety risk. These rules apply to the design, definition, example, and gift message. Calling something a joke or gift does not exempt it from these rules. Some dictionary entries are suitable for the site but not for printed merchandise. If a manufacturing partner cannot accept a design, we will explain the restriction. If we decline your design or cannot produce it, we will explain why and refund the affected items and charges.

3. Prices, shipping, and delivery times

(3.1) Prices and currency. Prices are in US dollars. We show item prices, shipping, and any regional fulfillment fee before you pay. Taxes are calculated at checkout. Your order confirmation records what you paid; later price changes do not change that amount.

(3.2) Where we ship and what it costs. Shipping is free to the United States. For other destinations, choose your country in the cart or after selecting Buy now to see shipping charges. Available countries depend on the items in your order. If a country is not listed, we cannot currently ship those items there.

(3.3) Regional fees for books. Some destinations have an additional regional fulfillment fee for books. We show it separately before you pay. This covers part of the cost of producing your order; the printer will not charge you this fee later.

(3.4) When to expect your order. Products are generally made after you order. Delivery dates are estimates unless we explicitly guarantee a date. For a birthday or event, ordering early gives you more room for possible delays.

(3.5) If we cannot ship on time. If we cannot ship within the time we promised, we will tell you and give you a revised estimate if available. We will offer the cancellation and refund options required by consumer law. We will keep you updated while your order is waiting to ship.

(3.6) Tracking your packages. We email tracking information when a package ships. Items in the same order may arrive in separate packages. A tracking number may be created before the carrier receives the package, so the first carrier scan can appear later.

(3.7) Customs and import charges. Your destination country or carrier may collect import duties, customs taxes, or clearance charges that were not collected at checkout. Shipping charges and regional book fees do not include these additional import charges. Your checkout total includes only the taxes and charges shown there. Contact us if you need help checking whether a customs payment request is legitimate.

4. Address errors and delivery problems

(4.1) If your package has not arrived. Contact our support team and tell us what happened. We will check the address, tracking, and delivery records, and follow up with our manufacturing partners. You can contact the carrier too, but we remain responsible for helping you resolve the order.

(4.2) Checking the delivery address. Please provide a complete, accurate delivery address when you order. If delivery fails, we will check what happened before deciding who covers the cost. We only treat it as a customer address error when we confirm that the address supplied was wrong or incomplete and caused the failure. An “undeliverable” or “insufficient address” scan alone is not enough to establish that.

(4.3) If we used the wrong address. If you supplied the correct address but we or our printer sent the package elsewhere, you can choose a free replacement or a refund. The refund includes the affected items and the charges described in 7.1. We handle the follow-up with the printer or carrier, so you do not have to.

(4.4) If the address entered at checkout caused the problem. If we confirm that an error in the address you supplied caused the failed delivery, we will explain the options for getting the item to you. This situation does not qualify for a free replacement or refund. If the item is returned and can be sent again, the additional shipping cost is yours. If it needs to be made again, the cost includes both the replacement and shipping. We will quote the total so you can decide whether to proceed, and only charge with your agreement. Your legal rights still apply.

(4.5) If your package is lost. If the carrier confirms that your package is lost or cannot be located or delivered through no fault of yours, you can choose a free replacement or a refund. The refund includes the affected items and the charges described in 7.1. A pause in tracking alone does not confirm loss; unresolved cases have the deadline in 4.10.

(4.6) If tracking says delivered but your package is missing. Please check with household members and any reception desk, mailroom, or safe place you authorized. We will also request the available delivery records. A “delivered” scan alone does not tell us whether the package reached you, particularly if it refers to a returns facility. If the investigation confirms loss or delivery to the wrong address through no fault of yours, you can choose a free replacement or refund.

(4.7) Loss after delivery. If evidence establishes that the package reached you, someone you authorized, or a place you specifically authorized, and was lost or stolen afterwards, we do not offer a free replacement or refund for that later loss unless required by law. We will explain the evidence. A “delivered” scan alone is not enough.

(4.8) If a package is returned, refused, or uncollected. We will check why it was returned. If we used the wrong address, you can choose a free replacement or refund. If an error in the address entered at checkout caused the failure, replacement or reshipping costs are yours, as explained in 4.4. If you want to cancel, please contact us: refusing delivery or leaving a package uncollected does not cancel the order on its own. Tell us if you refused a visibly damaged package or exercised a legal cancellation right. If evidence shows that you had notice and a reasonable opportunity to receive or collect the package, but chose not to, we do not offer a free replacement or refund for that failure. This also applies to refusing properly disclosed import charges or declining legally required recipient information after we explain the requirement and provide a secure way to supply it. We will explain the evidence and quote any reshipping or replacement cost before you decide. It does not apply when the failure was ours or the carrier’s, the item was damaged, a charge was incorrect or undisclosed, or you were exercising a legal right. A tracking label alone does not establish the cause.

(4.9) When the missing-package deadline starts. You can contact us at any time. For the investigation deadline, a package is missing when it has not arrived by the latest estimated delivery date given when you ordered, or tracking reports delivery, a failed delivery, or a return but you have not received it. If no delivery estimate was given, we start from your report. If you report it before it is due, the clock starts once that original delivery estimate has passed, without you needing to contact us again.

(4.10) How long a missing-package investigation takes. We allow 10 business days, starting the day after we have your report and the package qualifies as missing under 4.9. For this deadline, business days are Monday through Friday. We will tell you the deadline and what information we need. Waiting for a printer, carrier, or manager does not extend or restart the clock. A routine request for more information does not reset it either. We may need to verify that the order is yours before sharing private information or carrying out a remedy, but that does not change when the remedy becomes due. If we still cannot establish what happened by the deadline, you can choose a free replacement or refund. We base the outcome on what we can establish, rather than assumptions about your address or delivery. Any shorter legal deadline still applies.

5. Damaged, incorrect, or defective products

(5.1) If something is wrong with your item. Contact our support team and describe the problem. Include photos of the item and packaging if possible, and keep the packaging while we investigate. If you cannot provide photos, tell us so we can find another way to assess the problem.

(5.2) What we consider a defect. Defects include damage, the wrong product or size, a significant mismatch with the advertised measurements, missing ordered items or quantities, missing or incorrect ordered text, unreadable printing, or a significant difference from the design you ordered. We check whether missing items are traveling in a separate package before treating them as missing from the shipment. Even a small number of incorrect characters can be a defect. We compare your item with your order and its preview, not a newer design.

(5.3) Small differences in color or placement. Colors on a screen can differ slightly from printed colors, and print placement can vary slightly. These differences alone are not defects if the content is correct and the item otherwise matches its description and preview. Missing text, the wrong design, and damage are still defects.

(5.4) How we fix a defective or incorrect item. We provide a free replacement and tell you when to expect it. If we cannot provide a replacement that matches your order, the replacement is also defective or incorrect, or we cannot deliver it within a timeframe you agree to, we refund the affected items and charges. If consumer law gives you a right to a refund or another remedy instead, we honor it.

(5.5) If you notice a mistake in your text. Let us know as soon as you notice it so we can check whether a change is still possible. If the item accurately matches the text you supplied, a spelling or wording mistake does not qualify as a printing defect. If the preview hid, omitted, or changed important content, or the customizer failed to save your changes, we will investigate that too. A saved order record alone does not establish that a broken preview or customizer showed what you approved. Mistakes introduced by us or the printer are covered by 5.4.

(5.6) Returning a defective or incorrect item. Please contact us before sending it back so we can give you the right address and instructions. If we need it returned, we will provide prepaid return shipping or agree to reimburse you in advance. Please use the address we give you; the one on the package may not be the right place for your return.

6. Change-of-mind returns and exchanges

(6.1) If you change your mind about a personalized product. These are products with text, artwork, or other content you supplied or customized. Please choose your wording and size carefully, and ask us if you need help before ordering. We do not offer voluntary returns or exchanges for a change of mind, wording you supplied, or a size you selected. If the item is defective or incorrect, we can help under section 5. Any return rights required by law still apply.

(6.2) If you change your mind about a book or standard product. We make these products to order and do not offer voluntary change-of-mind returns or exchanges. Standard books and existing designs are not automatically personalized products. We honor any cancellation or return rights required by law. Defective or incorrect items qualify for the remedies in section 5.

(6.3) Returns required by law. If consumer law gives you a right to cancel or return a purchase, we honor its deadlines and refund requirements. Printing an item to order does not, by itself, remove that right. For a change-of-mind return, return postage is your responsibility unless the law requires us to cover it. We pay for returns we require for defective or incorrect items.

(6.4) Where to send a return. Contact us for the return address and instructions. We will tell you what to send and who pays postage. Waiting for our instructions does not shorten a legal cancellation or return period.

7. Refunds and replacement charges

(7.1) What your refund includes. A refund for an affected item includes what you paid for it, its tax, and any regional fulfillment fee charged for it. If we refund your whole order, we also refund the original shipping charge. If we refund only part of an order, we include the affected items’ share of the original shipping charge, in proportion to their prices after discounts and before tax or fees. If all item prices were reduced to zero, we divide paid shipping by the number of items instead. We round that share to the nearest cent and account for earlier refunds so the same charge is not refunded twice. Shipping refunds cannot exceed the original shipping charge. If all items are eventually refunded, the final refund includes any shipping cents left over from rounding. We include any additional amount required by law and explain the calculation. Refunds are based on the amount you paid, up to that total.

(7.2) When to expect your refund. Once a refund is agreed or becomes due under these policies, we submit it promptly to your original payment method and email you after our payment processor accepts the request. We do not wait for reimbursement from our printer or carrier. A limit on what they reimburse us does not reduce a refund owed to you under these policies. Your bank may need more time to show the refund. Card refunds usually appear within 5 to 10 business days; other payment methods can differ. Contact us if it has not appeared 10 business days after our confirmation, and we will check its status.

(7.3) What a replacement costs. We cover both production and shipping for a free replacement under these policies. If you need to pay an additional cost, we tell you the amount and get your agreement before placing or charging for the replacement.

(7.4) Your original purchase still counts. A free replacement, including one placed using a replacement code, does not erase your rights from the original paid order. If that replacement fails and a refund is due, we base it on the original purchase and account for any refund already issued. An unrelated promotional discount or goodwill credit has no cash value by itself.

(7.5) Store credit is optional. If you are entitled to a refund or free replacement, that option remains available even if we also offer a discount or store credit. You can decline the optional offer without losing your refund or replacement.

8. Getting help and reviewing a decision

(8.1) How to contact our support team. Email support@urbandictionary.com for order changes, cancellations, delivery questions, returns, or refunds. If you already have an email conversation with us, you can reply there. Include your order number if you have it, the email address used at checkout, and what you need help with. We may ask for information to confirm the order is yours. For your security, please do not send us card numbers, security codes, or passwords.

(8.2) If you were charged but cannot find your order. Contact support even if you have no order number or confirmation email. Tell us the checkout email, approximate date, and amount, and share a receipt if you have one, with payment details hidden. We will check the payment as well as our order records. Please check with us before paying again. A pending bank authorization is not always a completed charge. We will refund a confirmed duplicate charge, or a captured payment for an order we cannot fulfill, after checking for any refund already issued.

(8.3) If you do not recognize a charge. Contact your payment provider promptly to secure your account, and let our support team know so we can investigate. We verify the request before sharing order details. A matching name or an order number alone does not authorize access to someone else’s order.

(8.4) If you contact your bank about a payment. You can still contact us for help. Mentioning a payment dispute does not end our support or remove your rights. If a dispute is already open, we check its status with our payment processor so a refund is handled through the right process without paying it twice. We will explain the next step and do not require you to withdraw a dispute just to receive support.

(8.5) When to report a problem. Contact us as soon as you reasonably can, while delivery records and packaging are still available. This request does not shorten any legal deadline.

(8.6) How we explain a decision. We will explain what we found, the reason for our decision, and what happens next. If facts are missing, we will ask you for information or investigate before presenting them as confirmed.

(8.7) If you would like us to review a decision. Reply to the support conversation and tell us what you think we missed, including any new information. A manager will review disputed facts, cases these policies do not cover, and requests for exceptions. Any exception applies to the individual order; the published policy continues to apply to other orders.

(8.8) If you ordered before these policies were published. We honor the promises made when you placed your order. If our earlier information was inconsistent or unclear, a manager will review your case fairly. New restrictions apply only to orders placed after they take effect.

(8.9) What “Ask Urban Dictionary” is for. This feature answers product questions before you buy. It does not contact our support team or submit a request to change or cancel an order. For help with an order, please email our support team.