Urban Angler

Customer Service & FAQ


If you have any questions for our staff please fill out the contact form on the right sidebar of this page and someone will reach out to you as soon as possible. 


For the quickest possible response about orders you have placed please login and go to "My Account" and submit a ticket.


See FAQs below.

1 Identity Verification
1.1 What is the Identity Verification Process?
2 Web Accessibility
2.1 Web Page Accessibility Issues?

If, at any time, you have specific questions or concerns about the accessibility of any particular web page on the website, then please contact us by e-mail at [email protected] or by phone at +1 (212) 689-6400 Monday – Friday 9AM – 5PM ET. If you do encounter an accessibility issue, then please be sure to specify the web page and nature of the issue, and we will make all reasonable efforts to make that page or the information contained therein accessible for you. Thanks for visiting.

3.1 How do we make your shopping experience safe?

As of 2021 NYC is headed in the right direction in regards to overall positivity rates. This is good news for the return of normalcy, we cannot wait. 

However, before we can celebrate the end of the pandemic, we still need to adhere to the protocols that will keep you and our employees safe. 

  • Masks Required (while local ordinances and guidelines are in effect)
  • Social Distancing
  • Limited Capacity

We also are taking extra measures like increasing the frequency of cleaning to ensure that everyone leaves the store as healthy as they came in. 

If you are feeling sick, please stay home. We will do the same. 


For more information please check our resource page: https://www.urbanangler.com/urban-angler-under-covid-19/

4 Shipping
4.1 Do you ship overseas or internationally?

Yes! For many years we have been shipping orders to customers all over the world. However, there are some countries where we are not able to ship orders. Typically this is due to shipping costs and import restrictions. 


Is my country is on the exempt list?

If you have filled out all of your information during your online order checkout and no shipping options pop up. Your country may not be on our shipping list. Please feel free to contact us for further details.


In-store Pickup? Please refer to the details below.


List of countries we currently ship to:

urban angler shipping destination country list 

4.2 Do You Offer In-Store Pickup?

Yes, we offer In-Store Pickup on all items ordered from anywhere in the world.  



4.3 Can my friend pick up an order for me?

Yes! Even if you are not traveling to NYC, a friend or relative may be able to pick up for order at store for you. To confirm an in-store pick up, you will need to let us know who will be picking up the order and when. We cannot release the items to anyone without prior consent.


4.4 Can I use a freight forwarder?

Urban Angler does not ship to Freight Forwarders under any circumstances.

If you order is destined for a freight forwarding company we reserve the right to immediately cancel/void the transaction.



5 Returns
5.1 How Do I Return or Replace Something?

Please take a look at our general returns policy to see if that answers your question, otherwise read on.

There are two ways to start a return/replacement. For both please note that while we try to respond as quickly as possible delays can and do occur.

**Please note that return shipping must be paid by you, the recipient of the original order. 


Option #1)

How to start my return from 'My Account': Go To Instructions Now

FYI - Once completed the return/exchange goes through our internal review process. Typically this takes 1-2 business days before approval. You will receive an email with any status updates to your order. 


Option #2)

You can email or call us to start the process for you. To better assist you with starting a return please be sure to provide your order number to one of our associates.

For all other customers: (or if you checked out as GUEST)

Please include the following information with your returned items:

  • Name, address, phone number, and e-mail address
  • A copy of your receipt
  • A brief description of why you are you returning the item? We want to know why you were not satisfied. (Your feedback is important and helps us improve our product selection and customer service.)
  • Whether you would like an exchange for another item or items, or would prefer a refund
  • If you prefer an exchange, what are the new item(s) you would like us to send you?


Please send returned items to:

Urban Angler 
381 Fifth Avenue, 2nd Floor 
New York, NY 10016  
Phone: (212) 689-6400

*All sales on clearance and sale priced items are final. 




How To Start A Return (Option #1)

  1. Log in to your account in your online store.

  2. Your recent orders are displayed. Click the View for the order you want to create a return for. 

  3. Click Return items at the bottom of the page to create the return shipment.

  4.  Choose the products to return and the quantity.

  5. Give a return reason. You can choose a reason and an action or create your own, and then send the return request.


6 Gift Cards
6.1 How Do I Check My Balance?

Online: Currently our online ordering system doesn't have this feature, hopefully we can include it soon on a future update.

In-store/Phone/Email: provide us with the digital Gift Code or Gift Card number (on the back of your card).


6.2 How Do I Purchase A Gift Card?

You may purchase a Gift Card in the denominations provided in the drop down list. You may pay for this via PayPal or via any major credit card.


6.3 My gift card is not working! What do I do?

We are aware of an issue with our system dropping the last digit of the gift card during code creation. Try to enter the card number again and drop the last digit of the card.

If your card number: "1234500000839"

Try "123450000083"

If that doesn't work...

Please contact us!

In some cases the card may have not been validated in our system (our fault), in other cases it may be deactivated due to insufficient funds (no more 'free' money). In any case, call us ASAP to make sure you are able to use every penny!


6.4 Can I choose a special amount that you do not have listed?

Yes (but by phone only). We have many customers who wish to make their gift even more special by choosing an amount that is meaningful to the recipient. This could be a birthday date or the age of the person, etc.

For any special requests for this (or anything else for that matter), please call us to arrange the order to meet your exact specifications. Phone number can be found in the bottom right hand corner of your screen.


7 Ordering
7.1 Why am I being charged sales tax on an in-store pickup?

NY taxes are collected based on "destination" of the goods (i.e. where the customer will pick up the order). In other words, the only way to avoid taxes is to have your items ship to any state or country that where we do not have a store or warehouse.

Urban Angler has to collect taxes for any and all orders that ship within NY & VA (including in-store pickups).


7.2 Can I Order Something You Do Not Stock?

Yes! We would be happy to place a special order for you.


If the product is from a manufacturer that we represent but typically do not keep this item in the store, please contact us with the precise details of what you are looking for. We will do our best to get you what you want! 


If the item is in stock at the manufacturer we will typically receive the item(s) in about 5-7 days.


  • ◊ Need this expedited? It will require additional shipping charges based on your needs.
  • ◊ What if it doesn't fit or I just want to return it? Unfortunately we will have to pass on a restock fee to you. Fee = 20% of the retail value.




8 Payments
8.1 How Will The Charge Show Up On My Credit Card Statement?

Your credit card statements and alerts should show the following:


NOTE: For some American Express clients, you may see an alert that is from "STRIPE" instead of ""URBAN ANGLER ONLINE", usually this rectifies itself within a day or two, so please note this before you dispute any charges. A fix will be deployed soon. 


8.2 How Can I Pay?

Currently we accept all major US credit cards: American Express, VISA, Mastercard, Discover. We also accept PayPal, Apple Pay, and Google Pay for your convenience.


8.3 Why is my return for a different amount?

In some cases this may be due to the fact that the return shipping amount was deducted from your subtotal of the returned item(s).

If your order violates any of our policies and if we do not receive a response from the buyer agreeing to a resolution then a chargeback fee applies to the return amount and will be deducted from the original charge (up to 2-4% of the total). 

9 Coupon Codes
9.1 How do I use my coupon code?

During checkout you will see a field labeled "Discount Code or Gift Card #", you can enter or copy and paste your code into the field and click apply.


ERRORS: If any errors occur while validating your code they will be shown to you at the top of the page in a red box.


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