FAQ
Order
How can I track my order?
Once you place your order and it is dispatched, we'll send you a confirmation email with your tracking number, so you can easily track your order. You can also track your order via 17track.net.
I only received part of my order; the airbrush hasn’t arrived yet. What should I do?
Since some products may be dispatched separately for efficiency, the airbrush may arrive in a separate package from the markers. Please provide your order number to our support team, and we will verify the tracking information for you.
I put in the incorrect Address, What can I do?
Please email us at info@urbaninklab.com within 2 hours of placing your order! Unfortunately, we cannot change the address once the package has entered the processing or shipping phase.
What payment methods do you accept?
We offer a variety of secure payment methods, including Visa, Mastercard, American Express, UnionPay, PayPal, Shop Pay, Apple Pay, Google Pay, Bancontact, and iDEAL.
Can I cancel my order?
- We strictly adhere to a 2-hour window for cancellations. If you need to cancel, you must request it within 2 hours of placing the order.
- To initiate a cancellation, please email us immediately at info@urbaninklab.com.
- Once an order enters the production and processing phase (after the 2-hour window), it cannot be canceled as the resources for your item have already been committed.
Can I edit my order?
Modifications can only be made strictly within 2 hours of placing your order. Please contact us ASAP at info@urbaninklab.com to request changes!
Once the 2-hour window has passed and the order has entered processing, we can no longer make edits. Please double-check your order before checking out!
Shipping and Delivery
When will my order be shipped?
All orders are processed and dispatched from our international warehouses within 1-3 business days after the order is placed. You will receive a tracking number as soon as your package ships.
How long does the shipping take?
- Order Processing: 1-3 business days.
- Standard Shipping Transit Time: 12-20 business days.
- Delivery times may vary slightly depending on your exact location and local customs clearance.
- You will receive a tracking number to monitor your package's journey.
Do you ship internationally?
Yes! We proudly ship to many countries across North America, Europe, and Oceania. For a full list of eligible destinations, please review our official Shipping Policy.
My order was marked delivered but isn't here
If your order is marked as delivered but you haven't received it, check your surroundings, ask neighbors if they received it by mistake, and verify your delivery address. If you still haven't received it within 72 hours, contact the carrier or our customer service for assistance.
What can I do if my package was lost or stolen?
We’re very sorry to hear that your package is lost or stolen. Please contact your local postal carrier (e.g., USPS) directly with your tracking number, as they will be best equipped to assist you in locating your shipment.
Return and Refund
Can I return a product and/or get a refund?
We offer a 30-day return policy for eligible products.
To be eligible for a return, your item must be in the exact same condition that you received it: unworn or unused, with tags intact, and in its original packaging. Please refer to our Refund Policy for full details and instructions.
Markers
How long do the markers last?
Under normal use, the lifespan of a marker depends on how it is used.
How fast does it go through markers?
It depends on how heavily you spray and how much coverage you need.
Are the markers refillable?
The markers are not designed to be refillable.
Does this only work with your markers?
It works best with UrbanInkLab markers, but other hard-tip markers may also be compatible.
Does it work with alcohol markers / paint markers?
Yes — as long as the marker has a hard tip and similar size to our markers.
Where can I see the color ranges?
You can check the full color chart on our official website.
How many colors do you have?
We offer up to 262 colors.
Do you have metallic gold?
Metallic gold is currently not included, but we may launch it in future sets.
Marker Airbrush Gun
Does this one actually work as well as a real airbrush?
It is more suitable for quick base coating and smooth coloring.
Can it be used for fine detail work?
Suitable for large-area blending and shading.
Do you need ventilation like with a normal airbrush？
The ink is alcohol-based, so proper ventilation is recommended.
What markers is the airbrush compatible with?
It works with hard-tip markers of similar size; soft brush tips are not recommended.
Do liquid chrome markers work?
Only if the tip is wide and hard enough to fit the nozzle.
Issue / Complaints
Will the paint be permanent on plastic?
Our markers are alcohol-based, offering strong adhesion to plastic and are more durable than water-based paint.
Do these work on 3D prints or PLA?
Yes, they work well on 3D prints, especially when the surface is clean or primed.
If used as a base layer, how does it react with other hobby paints?
Reactions vary by paint type; most hobby paints layer well over alcohol ink.
Purchase & Availability
Says out of stock.
Some products may sell out quickly; you may check again later or contact us for updates.
Where can I buy replacement markers?
Replacement markers are available on our official website.
How much do the refills cost?
Refills are currently not available.
Some markers are dried out or not working.
Please contact support with your order number for replacements.
The markers don’t work well / inconsistent ink flow.
Ink flow can vary depending on marker placement; we recommend adjusting the tip position.