About Our Store

Our checkout accepts Visa, Mastercard, American Express, Discover, Diners Club, PayPal, Shop Pay, Apple Pay and Google Pay. Ordering and paying here on our website is by far the fastest and most efficient way to place an order with us. As detailed in Privacy and Security, checkout uses secure encryption, and your card information is much safer used at a secured online checkout than at a restaurant or store. You don't need an account to check out: just enter your email, and sign in only if you want your order history saved.

If you'd rather not pay online, contact us before you order, at 720-664-4555 or contactus@urbanmaille.com, and we'll work something out. Since we fill orders in the order they're placed and we don't have a person solely dedicated to answering the phone, an order placed online will always get a better position in the queue than a phone message asking to place an order.

Print items (apparel, bags and other print products) ship free within the US, and other US orders of $250 or more can ship free in 8 to 12 days. International print orders pay a flat rate at checkout. See our Shipping Policy for details.

Authorizing the charge then deleting the card number, as we do, meets the highest standards of security for your protection, but because of that, we can't go back and add items to your order. You'll always need to place a second order but we'll ship them together, if we can, and refund whatever remains of the combined shipping charges.

MTO stands for Make To Order, and it means that we don't make the item until an order is placed for it. In our twice weekly production runs, stock items get the highest priority, then MTO items. Times for custom items are quoted on an individual basis. Items marked MTO can take up to 10 business days to ship (as opposed to our normal 1-4 business days) and, in most cases, they cannot be returned, even with the seal intact. For this reason, we recommend ordering the smallest amount available the first time to make sure the ring is right for the intended purpose.

Rings are listed as MTO for one of several reasons, primarily low volume. We now have over 30,000 ring sizes, shapes and metal combinations and it isn't feasible to keep them all in stock. This is also why MTOs are not refundable or exchangeable. We can't simply return them to stock because there might be no definable market for that ring size. Secondly, the ring might not be a stable size for chainmaille. In general, rings with an aspect ratio larger than 8.0 tend to be unstable for chainmaille unless they are soldered or fused. When the aspect ratio gets too large, there might not be enough tension in the metal relative to its curvature for the rings to reliably stay closed on their own in a chainmaille application, yet the rings might be perfectly suitable for purposes other than chainmaille. The bottom line is that we trust that you know what you are ordering and why you are ordering it. We have countless resources and recommendations on our website and we are here to answer any questions you have about your order before finalizing your purchase.

It might be possible to cancel an MTO item before it goes into production, but once materials have been purchased or production of the item has begun, you will be responsible for costs related to the production of the item. If you need to cancel or return an MTO item, we will work with you to recover as much of the materials cost as possible, but in most cases the amount will be based on the scrap value of the material. Please see our return policy for more details.

Stock items are products that we make ahead of time and have on hand for our normal, expected sales volume. Most stock items ship in 1 to 4 business days. Very large orders may take additional processing time and we will contact you if we foresee significant delays. If there are adverse weather conditions or other factors that concern order processing time in general, this information will be posted in our News feed. Items marked as Stock are fully refundable and exchangeable under the following conditions:

For items that are sealed, the seal must be unbroken and the item unopened in order to receive the full value of the item. For items that are not sealed - like tools and clasps - the standard return policy is 30 days. Once ring containers have been opened, we can't guarantee the pristine condition of the rings to another customer, therefore we scrap the rings and can only offer the scrap value in return. Please see our Return Policy for more details.

Items can be marked Limited if they're 1) discontinued items that won't be restocked once they're sold out; 2) one of a kind or sample items which might or might not be restocked once they're sold out; or, 3) a low volume or seasonal item with questionable availability long term; 4) overruns from custom orders or items that were manufactured by mistake. We often list extra 18K gold rings and overruns from custom orders. These rings are often purchased in very small quantities for embellishments, earrings, etc.

Quantity Pricing vs Wholesale

International Shipping Options

We offer the following options for international delivery, and checkout shows the live rate for each: USPS Priority Mail International, USPS First-Class Package International and UPS Worldwide Saver.

Priority Mail International -- Insured

6 to 10 days to most countries. We recommend this service for the fastest and most reliable shipping to most destinations. While the tracking is less robust than Express Mail International (EMS), in our experience Priority Mail packages clear customs more quickly and are delivered faster than the other shipping options. For most packages, the carrier will require a signature for delivery.

Insurance

All Priority Mail International packages are shipped insured. Insurance typically covers damage or loss of items during transportation. Once a package clears customs, it is handed over to your local postal carrier or a contract delivery service and they are responsible for declaring when the package is delivered. Insurance claims cannot be filed once a package has been declared 'Delivered' by the local carrier. If a package that has been declared 'Delivered' by the carrier goes missing from your mailbox or front porch after delivery, your best chance of recovery is to contact the delivery service yourself as quickly as possible. You may contact us and we'll do whatever we can to help from our end, but in most cases it will be up to you to dispute the 'Delivered' claim of the carrier.

Duty Happens

Depending on the customs regulations in your country, you might be charged duty, taxes or other fees. We have no control over fees dictated by your government and no way of knowing whether they'll be assessed on any given package. Sometimes fees are assessed and sometimes they aren't and that decision is made by the customs agents at the point of entry to your country.

We adhere to all United States laws regarding international shipments. We attach and properly fill out all customs forms as required by law. Packages under $400US are marked 'Craft Supplies'; packages over $400US require a full commercial invoice which must be accessible to the customs agents. All international packages are subject to inspection by customs agents in either the US or in your own country.

Occasionally, a customer requests that we mark a package as a gift or with a lower than accurate value. That's customs fraud and wildly illegal, so as much as we'd love to save our customers the fee and thwart unfriendly trade practices, we're unwilling to go to prison for it, so we don't do it.

Customs Delays

Packages usually arrive within the shipping times listed above. However, customs officials have no obligation to observe the time estimates and can delay the delivery of your package by several days at their discretion. Customs or your local post office may contact you about why the package is being delayed, but sometimes they just hold the package and wait for you to contact them. In our experience, packages shipped using Priority Mail International generally clear customs faster than other shipping methods, including EMS.

Because our packages are shipped through the US Post Office, once the package leaves the US our ability to determine the status is limited. The postal carrier in your country might be able to provide more detail if there is a delay. Again, we adhere to all US laws regarding international shipments and we do include all of the required documentation. If you need any help in determining why your package has been delayed by customs, contact us and we'll do everything we can to help, but typically, the best course of action is for you to contact your local post office with your tracking number and they can usually determine the reason for the delay or put you in contact with the appropriate customs officials.

Resources

For information on US Customs laws and regulations regarding your country, click on the following link: Postal Regulations by Country. For more specific information regarding duty and postal fees in your country, please consult with your local customs officials.

Shipping and Delivery

Urban Maille is a factory, as opposed to a warehouse. We currently make to order over 30,000 maille ring sizes and styles in two production runs per week. When you place an order, it is first processed and then shipped. Processing an order for stock items takes 1-4 business days before shipping. Orders for MTO (Make to Order) items can take up to 10 business days to ship.

All ship times listed below refer to the transit time from our facilities to your shipping address. That time begins when you get your email notice letting you know that your order has been shipped. Some of the shipping options described below will shorten the transit time and get your order from our facilities to your shipping address faster, but none of the shipping options will shorten the time required to process your order. UPS 2nd Day Air, for example, doesn't mean your order will arrive two days after it's placed; it means it will arrive two business days after it's shipped. We'll prioritize orders with speedy shipping in the production schedule if we can, but it isn't always possible. Contact us if your order requires special handling or you are trying to meet a specific deadline.

Domestic Shipping Options (USA)

We ship within the US by USPS or UPS. At checkout you choose a service and see its live rate: USPS Ground Advantage, First Class Mail or Priority Mail, or UPS Ground, 3 Day Select or 2nd Day Air. If you cannot abide either USPS or UPS or would like your order sent another way, place your order with one of the available shipping options and make a note in the comments field listing the carrier and shipping option you'd prefer. We'll get back to you with details and a quote if there are additional costs.

Free Shipping on Orders of $250 or More

US orders of $250 or more can choose free shipping at checkout. Free shipping takes 8 to 12 days to arrive. If you need your order sooner, choose one of the paid options instead.

Free US Shipping on Print Items

Our print-on-demand items (apparel, bags and other print products) ship free within the US, at any order total. They're printed and shipped separately by our print partner, so they may arrive on a different day than the rest of your order. International print orders pay the flat rate shown at checkout.

Insurance

All Priority Mail and UPS packages are shipped Insured. Insurance typically covers damage or loss of items during transportation. Neither UPS or the Post Office will pay a claim once they have reported an item as 'Delivered'. If a package goes missing from your mail box or front porch after delivery, the carrier may be able to help you by contacting the delivery person but there is no guarantee that the package will be recovered. You may contact us and we'll do whatever we can to help from our end, but in most cases it will be up to you to dispute the 'Delivered' claim of the carrier.

We ship all orders of $350 or more 'Signature Required' by default, so someone will need to be there to sign for the package. You may request that we send any smaller package 'Signature Required' for added security, too. Just make a note in the comments field of your order.

Deadline?

We currently process and ship stock orders within 1-4 business days. USPS Priority Mail usually takes 2-3 days to arrive, including Saturdays, but that isn't guaranteed. So while you can usually expect your order to arrive within 3-6 days from the time it's placed, if you have a deadline that requires a guaranteed delivery time, you might want to consider upgrading your shipping method to UPS 2nd Day Air. Our production time of 1-4 business days will remain the same but your order's transit time will be guaranteed at two business days.

USPS Priority Mail -- Insured

Delivery within 2 to 3 business days to most domestic destinations. Although the postal service is quite reliable and economical, delivery times are not guaranteed so if your order must arrive by a specific date, UPS might be your best option. Priority Mail includes tracking, which shows the date and time a package was delivered or delivery was attempted.

In some locations we can ship your package as 'Hold For Pickup' at the Post Office. Using the Hold For Pickup service, Priority Mail items are held at a designated Post Office location for pickup by a specified addressee. Upon arrival of the package at the destination Post Office, the addressee will receive an email notification from the Postal Service. If you want this service, please contact us to make arrangements.

UPS -- Insured

UPS's robust tracking system specifies the expected day of delivery, which is usually within 2 to 4 days from our central US location.

UPS Ground

Delivery within 1 to 7 business days.

UPS 3 Day Select

Deliver by the end of the third business day. Some locations in Alaska and Hawaii require additional transit time. Because we are located in the center of the country many of our Ground packages arrive within 3 business days. UPS Ground service offers the same tracking and delivery guarantees as the 3 Day and other services, so check the delivery estimates at checkout to avoid paying for more speed than you need.

UPS 2nd Day Air

Delivery by the end of the second business day. Some locations in Alaska and Hawaii require additional transit time.

Free Shipping (US orders of $250 or more)

Delivery in 8 to 12 days. Offered at checkout on US orders of $250 or more.

Security and privacy are important to us and we've taken substantial measures to ensure yours. We do not sell, lease or otherwise make available any customer information. If you check the box saying you want to receive our newsletter, you will receive it (no more than once a month) for as long as the box remains checked, but you will receive nothing else as a result of having signed up for it. You can easily log into your account and change your email preference to unsubscribe at any time.

Our site has the most secure 128 bit encryption and our own secure site certificate through GeoTrust and we're scanned regularly by Trustwave. The shopping cart goes into secure mode when you log in, rather than waiting until the payment process begins, as most carts do. Your credit card information is encrypted and transmitted securely, then your card number is deleted. Authorizing the charge then deleting the card number, as we do, meets the highest standards of security for your protection, but because of that, we can't go back and add items to your order. You'll always need to place a second order in such a case, but we'll ship them together, if we can, and refund whatever remains of the combined shipping charges.

When paying by credit card, the charge for your order is authorized the instant the order is placed, meaning that the amount of the payment is set aside from your available balance for us, but the payment is not yet sent to us. When we're ready to make your rings, we use the transaction ID assigned at the time the order was placed to complete the charge. In this way, we can wait until we begin filling your order to collect your payment without risking your security by storing your credit card number.

Our rings are packaged in glass topped tins so that you can see the size before breaking the seal. That's important because the rings can be returned for full credit only if the seal hasn't been broken.

Please contact us before returning an item so that we can determine the item's condition, issue the appropriate return authorization and provide our return address and instructions for marking the package.

Many ring sizes and items marked MTO are custom items and cannot be returned or exchanged, even with the seal intact. MTO items are labeled as such where they're ordered.

If you order an MTO item by mistake or wish to cancel an MTO item on your order, if you contact us before the item goes into production, you may be able to get a full refund. Once the item goes into production, you are responsible for the costs related to the production of the item. If you need to cancel or return an MTO item, we will work with you to cover as much of the materials costs as possible. In most cases, the recovery value will be based on the scrap value of the material. Please see the full MTO FAQ for more details.

We stand behind our products and will cheerfully replace anything unopened or defective within 30 days. (Our commitment to excellent customer service has no time limit, but there is a need to impose a time limit on our legal liability.) Within 30 days, we will refund 100% of the purchase price of stock rings that haven't been opened. We will refund the purchase price of returned kits and ringsets, in whole or in part, at our discretion, following an inspection of the returned materials.

Once ring containers have been opened, we can't guarantee their pristine condition to another customer, therefore we scrap the rings and can only offer the scrap price in return. Our ring containers all have glass tops so the rings can be viewed before the seal is broken. If you've ordered the wrong size rings and only realized that after they were opened, we're happy to help with other uses or suggestions for them.

We appreciate our customers more than the vast majority will ever know and we will always go above and beyond reasonable expectation in order to provide the best possible customer service.