Afterpay FAQ

WHAT IS AFTERPAY?

Afterpay is a service that allows us to offer our customers the ability to make purchases now and pay for them in four equal installments, made every 2 weeks, without any interest.

HOW DO I USE AFTERPAY?

Just shop on www.theurbanmove.com and checkout as usual. At checkout, choose Afterpay as your payment method. You will be directed to the Afterpay website to register and provide payment details. If you’ve used Afterpay before, just log into your Afterpay account. Then complete your order in just a seconds - it’s that easy.
Please note, all items in your shopping bag must be eligible for Afterpay, and the order value must be between $35 and $1000.

ARE THERE EXTRA FEES WHEN I USE AFTERPAY?

Afterpay is always zero interest. You pay nothing extra when you pay on time, according to your payment schedule. The only fees are late fees for missed payments.

WHERE CAN I FIND OUT MORE ABOUT AFTERPAY?

For more information, visit Afterpay’s FAQ page here. If you have a question about your Afterpay account, please contact the Afterpay toll-free Customer Support line at 855-289-6014 or submit a question here.

IS THERE A MINIMUM THAT I MUST SPEND IN ORDER TO USE AFTERPAY?

IS THERE A LIMIT TO HOW MUCH I CAN SPEND ON A SINGLE TRANSACTION USING AFTERPAY?

Yes, your bag value must be between $35 and $1,000 to use Afterpay with Urban Move. Your first order, however, may have a lower maximum value. You will receive an instant approval decision on your order at checkout. Afterpay and Urban Move are committed to responsible spending and not all orders will be approved.

CAN I USE AFTERPAY IF I’M AN INTERNATIONAL CUSTOMER?

Afterpay is offered to our customers who have a US billing address, a US Visa or Mastercard (credit or debit card), and a US mobile phone number. Customers with international billing addresses and/or phone numbers will not be able to set up an account with Afterpay.
You can now shop with Afterpay in UK, New Zealand & Canada as well by providing your address, credit or debit card and phone number.

IS THERE A MINIMUM AGE REQUIREMENT FOR USING AFTERPAY?

WHAT PRODUCTS ARE NOT ELIGIBLE FOR PURCHASE USING AFTERPAY?

Afterpay is not available on purchases of gift cards or e-Gift cards and may be unavailable on additional products. If your order contains gift cards and other eligible products, you will need to purchase your gift cards separately.

HOW DOES THE PAYMENT SCHEDULE WORK?

All customers are required to make their first payment at the time of purchase, with the remaining three payments deducted every two weeks from your chosen payment method. If you choose to make additional payments before your scheduled pay dates, you may do so through your Afterpay account.
You can log in to your Afterpay account to view your payment schedule and make a payment before the due date if you choose to do so. For more information you can check Afterpay Payments here.

WILL I BE NOTIFIED WHEN A PAYMENT IS DUE?

Afterpay sends payment reminders via SMS and email prior to payments becoming due. It is also easy to view your orders and payment schedules on Afterpay.com or in the Afterpay App.

CAN I PAY EARLY?

Yes, you can make payments anytime before your due date. If you’d like to make payments before your scheduled pay dates, you can do so through your Afterpay account. Just select the installment you’d like to pay early and hit "Pay Now."

WHAT IF I CAN’T PAY AN AFTERPAY INSTALLMENT?

If you do not make a payment when due or funds are unavailable, you will be charged a $8 late payment fee. An additional $8 fee will be charged if the missed payment is not made within 7 days. Late fees will never exceed 25% of the total order. For more information, visit the Afterpay Payment Purchase Agreement here.

CAN I MOVE OR CHANGE PAYMENT DUE DATES FOR AN ORDER?

To request an adjusted payment schedule, contact Afterpay’s Customer Service team and the team will review your account to determine eligibility. Not all requests can be accommodated.
You can contact Afterpay directly on +1 855-289-6014 Monday through Friday 7AM to 4PM (PST)

WHEN WILL MY ITEMS BE DELIVERED IF I USE AFTERPAY?

Afterpay orders are delivered within our standard shipping time frames like any other order from theurbanmove.com.
Visit our shipping information page here for more information.

HOW DO I RETURN OR EXCHANGE AN ITEM PURCHASED USING AFTERPAY?

Afterpay returns follow our standard return process. Please visit our returns & exchanges page on how to return items. Please note, refunds for Afterpay will first be refunded from Urban Move to Afterpay, and then to you. We cannot provide an exchange or cash refund. Have more questions about Afterpay returns? Go to help.afterpay.com.

CAN I EDIT OR MODIFY MY ORDER AFTER PLACING IT?

Once Afterpay has approved an order, additional items cannot be added. Urban Move is able to issue partial refunds through Afterpay if items are not in stock or cannot be fulfilled for any reason.

RETURNS & EXCHANGES

Refunds for customers using the Afterpay payment option will follow the standard return policy and will first be refunded from Urban Move to Afterpay, and then to the customer.
Please visit our returns & exchanges page on how to return items.

ORDER MODIFICATIONS

Once Afterpay has approved an order, order details cannot be modified, and items cannot be added to the order. We encourage customers to place a new, and separate order if they would like to add additional items to their purchase.

DECLINED ORDERS

Afterpay is committed to supporting responsible spending and we do not approve all orders. If an order fails Afterpay’s order assessment criteria, the customer will be directed back to our website’s checkout page with a notification that the order has been declined. The customer can then attempt to complete the purchase using a different payment method.

GETTING IN TOUCH

Our support team is here to assist you! For any additional questions feel free to contact us at info@theurbanmove.com.

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