Frequently Asked Questions
Can I pay my invoice online?
You can! Go to our Payment Portal to complete your online payment.
Is there an additional charge to pay online?
There is no charge for paying with an electronic check via ACH (Automated Clearing House). However, there is a 3% handling fee for paying with a credit card.
I'm outside of the US, can I pay online?
Yes! You can pay online with a credit card outside of the US. Your payment will be in USD and will have a 3% handling fee included.
What is the maximum payment amount I can make online via ACH?
We accept up to $50,000 for ACH online payments.
How can I update information on my account (address, email, contact changes, etc.)?
Contact Customer Service at email@example.com and we’ll be happy to take care of it for you!
How do I get a copy of my invoice?
Simply reach out to our Customer Service team at firstname.lastname@example.org to request an invoice.
How do I get an account statement (summary of all account invoices and credits)?
Connect with our Credit Team at email@example.com to receive an account statement.
I have questions about charges to my account, who should I contact?
Please email our Credit Team at firstname.lastname@example.org for details.
Net 30 Terms
What are Net 30 terms?
Net 30 is a specific type of trade credit where the payment is due in full 30 days after the date on an invoice.
How do I apply for Net 30 terms?
Please complete the Credit Terms Application.
Where do I send my payment?
Please make your check payable to Free People Wholesale
Urban Outfitters, Inc.
Free People Wholesale
5000 S Broad Street
Philadelphia, PA 19112
Save a stamp and pay via our Payment Portal.
Is there a late fee if I don't pay on time?
Yes, late fees will be applied to your payments. Overdue accounts are subject to late payment charges of 1.5% per month, which is an annual percentage rate of 18%.
How can I place an order or reorder?
Shop with us on JOOR.
Should I notify my Account Executive when I submit an order on JOOR?
JOOR automatically sends all orders to your Account Executive for approval. If there are any issues with your order, your Account Executive will contact you.
If an item in a future delivery is showing as sold out, can I still submit the order with the desired units?
You can, but please note we might not be able to fill your order. When you submit your order, your Account Executive will review availability and confirm if units are available.
How do I combine an order during checkout if the styles are from different linesheets?
Only an Account Executive can create an order with styles from different linesheets. Please contact your Account Executive for further assistance.
What is the status of my order?
Either your Account Executive or Customer Service email@example.com can provide your order status.
How can I submit a change to an order which has already been approved?
Reach out to your Account Executive at firstname.lastname@example.org.
When do you ship orders?
Our warehouse ships “as ready” daily (barring holidays). This means we’ll get your order to you as soon as possible.
How can I see if my order has shipped, and am I able to view tracking?
Please reach out to Customer Service at email@example.com or call +1 (215) 454-4191.
What carriers do you use to ship orders?
Most of our shipments will ship with UPS, and occasionally FedEx. We do not ship with the United States Postal Service (USPS).
My order is lost or stuck in transit, how can I find it?
Reach out to us at firstname.lastname@example.org and we’ll work on getting your order to you.
Why did I receive a one-piece shipment?
Our warehouse works to combine shipments picked on the same day. Given our “as ready” shipping policy, this may mean that only one unit was available that day.
I received damaged or missing items, what should I do?
Claims for damaged or missing items must be made within 10 days of receipt of merchandise and should be submitted to Customer Service at email@example.com.
Return Authorizations (RA) and Credit Memos
Can you explain the difference between a RA and a credit memo?
Sure thing! A return authorization (RA) is a number that is generated which authorizes you to return item(s) to us. A credit memo is a dollar amount that is generated when your claim for a return, damage or freight charge is processed.
What is the process for obtaining a RA?
Contact either your Account Executive or Customer Service at firstname.lastname@example.org. When we approve you to return your merchandise, a RA is issued. You can then ship your merchandise to our warehouse at 766 Brackbill Road, Gap, PA 17527. Please make sure the RA number is visible on the outside of the shipment.
How long is my RA valid for?
Your RA is valid for 30 days from the date it is issued, so please complete your return as soon as possible!
How do I get a credit memo for a refund?
Once the warehouse processes your authorized return, a credit memo is generated. For accounts on credit card terms, we will refund your credit card on file at the end of the week that the credit memo was issued. For accounts on Net 30 terms, we will post a credit memo to your account upon completion of processing your return.
How do I apply a credit memo to my account?
Contact our Credit Team at email@example.com to utilize your credit memo. Please note that your credit memo must be applied to the invoice from which your style was returned.
I received damaged goods what should I do?
Claims for damaged or missing items must be made within 10 days after receipt of merchandise and should be submitted to Customer Service at firstname.lastname@example.org. Once your damage request has been approved and credit memo issued, accounts on credit card terms will receive a refund to the credit card on file at the end of the week that the credit memo was issued. For accounts on Net 30 terms, we will post a credit memo to your account. Your damage credit memo may be used on any future invoice.
I was charged for freight but I shouldn’t have been, help!
Claims for freight must be made within 30 days after receipt of Merchandise and should be submitted to Customer Service at email@example.com. Once your freight request has been approved and credit memo issued, accounts on credit card terms will receive a refund to the credit card on file at the end of the week that the credit memo was issued. For accounts on Net 30 terms, we will post a credit memo to your account. Your freight credit memo may be used on any future invoice.
I am looking for a specific item sold out in retail at my local store, where can I find the item?
Get in touch with Customer Service at firstname.lastname@example.org, we are happy to try and track down an item for you.