UnderGear.com

UnderGear Return PolicyUnderGear.com Return Policy

How do I return an item?

Please ship your return merchandise, with the requested information completed on the back of your packing slip, to the following address via insured mail:

Undergear Operations Center
5022 Hollins Road
Roanoke, VA 24050

If you need assistance prior to returning your item(s), please call us at 1-800-853-8555

  1. Please complete the “Returns” part of your packing slip.
  2. Be sure to include your packing slip in your shipment to us. If you have misplaced your original packing slip, please call  1-800-853-8555 for Customer Service assistance.
  3. For your convenience you may use the addressed return label provided on the packing slip, or request our special pre-paid return label by calling 1-800-853-8555. A return postage fee of $6.95 will be deducted from your refund if you use our pre-paid label.
  4. For your protection we recommend that you insure your return package if you do not use our pre-paid label.
  5. All returns must be received within 60 days of the order being placed.

If you’ve lost your packing slip, call us at 1-800-853-8555 for assistance. We will search for your order and give you the information you need to include with your return, including your order number. Ship your return merchandise to the address above—don’t forget to include your order number with your package! We recommend insuring your return shipment, as we cannot give credit for items that we do not receive in our operations center.

If the item was a gift, and if you are returning the item after the returns period (see above), please use the above procedure for returning an item and we will send you a Gift Card for the dollar amount of the item(s) you’re returning (excluding delivery and service charges). No cash or credit refunds will be made.

How do I exchange an item I’ve received for something else?

If you’ve kept your packing slip, fill out the exchanges/returns portion of the form with the item(s) you would like to order, and include it when sending your return merchandise. If the amount for the new item(s) exceeds the amount to be refunded (cost of the product only; delivery and service charge can not be refunded unless the error was ours), please include payment for the additional amount.

For your convenience you may use the postage-paid return label provided on the packing slip. A return postage fee of $6.95 will be deducted from your refund if you use our postage-paid label. If you have specific questions about exchanging an intem, please call us at 1-800-853-8555.

How do I exchange an item for a like item? (The same item but a different size or color)

If you’ve kept your packing slip, fill out the exchanges/returns portion of the form with the replacement item(s) size or color you would like to order, and include it when sending your return merchandise.

Shipping charges to return the original item is the customer’s responsibility (unless the exchange is due to damage or error on our part). For your convenience you may use the postage-paid return label provided on the packing slip. A return postage fee of $6.95 will be charged to you if you use our postage-paid return label. Your replacement item will then be shipped to you at no charge. If you have specific questions about exchanging an item, please call us at 1-800-853-8555.

How long will it take for my refund to be processed?

Depending on the method you use to return the item(s) to us, it can take up to 7-14 days for us to receive your parcel. If you placed your order with a credit card, the credit should be applied to your account, and should appear on your statement, within one billing cycle from the time we process your return. If you ordered by check, your refund check will be processed for mailing by first-class mail, within 3-4 days of the time we process your return.

To check on the status of your return, call us at 1-800-853-8555 or email us at service@undergear.com with your order number, name, address and details on the item(s) you returned.

How are refunds handled when paying with a Gift Card?

If you are returning merchandise purchased with a Gift Card or E-Gift Card, the amount of the merchandise credit will be refunded on a new plastic Gift Card and should arrive within 5-7 business days from the time we process your return. If you purchased an item using your Gift Card and credit card together, the amount you paid with your Gift Card will be put back onto a Gift Card. Any additional monies paid by a credit card will be refunded to your credit card. Read our complete library of Gift Card information here.

For more information visit UnderGear

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