FAQ's
Welcome to the Urban Roam Co FAQ page - your go-to guide for all things travel gear, orders, and shipping. If you don’t see your question here, feel free to reach out to our team at hello@urbanroamco.com.au and we’ll be happy to help.
Orders & Shipping
Where do you ship from?
Urban Roam Co is based in Australia, and most orders are shipped directly from our local warehouse. Some products may be dispatched from our trusted global suppliers to ensure the fastest delivery possible.
Do you ship internationally?
Yes! We ship to most countries worldwide. Shipping times vary depending on your location — international orders generally arrive within 10–20 business days.
How long will my order take to arrive?
For Australian customers, delivery typically takes 5–10 business days. International shipping may take longer depending on customs processing times. You’ll receive a tracking number once your order is dispatched.
Can I track my order?
Absolutely. Once your order has been shipped, you’ll receive a confirmation email with a tracking link so you can follow your parcel every step of the way.
What if my order hasn’t arrived?
If your order hasn’t arrived within the expected timeframe, please check your tracking details first. If it still appears delayed, contact our team at hello@urbanroamco.com.au and we’ll help you resolve it.
Payments & Discounts
What payment methods do you accept?
We accept Visa, Mastercard, American Express, PayPal, Apple Pay, and Google Pay. All transactions are securely processed through encrypted payment gateways.
Do you offer discounts or promotions?
Yes! Subscribe to our newsletter to receive exclusive travel deals, early sale access, and special product drops. We also share promo codes through our Instagram and TikTok channels.
Can I use more than one discount code?
Only one discount code can be applied per order.
Collapsible row
Returns & Exchanges
What is your return policy?
We want you to love your purchase. If you’re not completely happy, you can return eligible items within 30 days of delivery for a refund or exchange. Items must be unused, in their original packaging, and in resellable condition.
To start a return, email hello@urbanroamco.com.au with your order number and reason for return.
Do you cover return shipping?
Return postage costs are the responsibility of the customer unless the product is faulty or incorrect. We recommend using a trackable shipping method.
Can I exchange an item?
Yes! If you’d like to exchange your product for another colour or style, just contact us — we’ll help organise it quickly.
Products & Quality
Are your products waterproof?
Many of our travel accessories feature water-resistant or waterproof materials, perfect for unpredictable weather and adventure travel. Please refer to each product description for specific details.
Do your bags come with locks?
Several of our anti-theft and luggage straps include TSA-approved locks. You’ll find lock details listed on the relevant product pages.
How do I clean my travel gear?
Most Urban Roam Co products can be wiped down with a damp cloth and mild soap. Avoid harsh chemicals or machine washing unless specified in the product care instructions.
Do you offer gift packaging?
Yes, we can include a gift message with your order! Just add your note at checkout or email our team after placing your order.
Still need help?
Our friendly support team is here for you.
📩 hello@urbanroamco.com.au
We aim to respond within 1–2 business days.