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Frequently Asked Questions

 

Q: How do I know the products on your website are authentic?

A: Shop Under only works with authentic certified suppliers. Shop Under products come with a certificate of authenticity from the manufacturer which can be viewed on the product detail page. Depending on the brand, you will also find UPC codes, barcodes and/or holograms that can all be scanned and/or traced directly back to the manufacturer. Furthermore, all of our products arrive in an original case, bag and/or box.

Q: What currency will I be charged in?

A: Currently, all products are shown in USD. Your credit card company will convert the amount of your purchase from USD to your local currency based on the exchange rate the day your transaction is authorized.

Q: Are there additional duties and/or taxes?

A: There are no additional taxes or duties for U.S. residents. Additional taxes are applicable to Canadian and international residents and will be applied at check out. These additional costs depend on the cost of the item, your country of residence and any applicable VAT (Value Added Tax). For international orders, any duties and taxes incurred are the responsibility of the customer.

Q: Am I able to return my purchase?

A: Shop Under will gladly refund any item that is in its original condition (unwashed, unworn, and complete with all original sales tags and documents attached and included) within 14 calendar days of the original purchase date. Please make sure to contact customer service before completing a return form to return or exchange an item. Refunds will be issued back to the original payment source (e.g. credit card or PayPal account) upon receipt and inspection of the item and the completed return form. Please allow five business days for the refund to be reflected on your account.

Q: Are there any items that cannot be returned or exchanged?

A: Shop Under will not accept any returns on FINAL SALE merchandise.

Q: Where do I find the return form?

A: Print, complete and enclose the return form with the item(s) you are sending back. Be sure to specify if you would prefer to receive a refund, or exchange for another item. If you are exchanging a product, all fields must be filled in. Return forms that are missing exchange information may be delayed.

Q: What countries does Shop Under ship to?

A: International shipping is available. All international products will be shipped via FedEx. International orders are charged a flat rate shipping fee of $50.00 USD.

Q: When will my order be shipped?

A: Upon receiving your order confirmation, your order will be processed and shipped within 24 hours Monday to Friday (orders made on Friday or during the weekend will ship on Monday), except during special holidays. When your order is shipped you will recieve an e-mail with the tracking number.  Please note that we follow the Canadian holiday calendar.

Q: How long does it take to receive my order?

A: Your order will leave the Shop Under warehouse within 24 hours Monday through Friday and will be shipped to you via USPS, Canada Post or FedEx depending on your region. Packages typically arrive between 7 and 14 business days and are traceable with a tracking number that you will receive upon shipment.  If you want faster shipping, please contact us.

Q: How much does shipping cost?

A: Shipping is determined by the weight of the item and the location we are shipping to and will be either $10.00 or $30.00 USD within North America. International orders will be charged a flat $50.00 USD fee.

Q: Will my entire order be shipped at once in the event that I purchase more than one item?

A: Yes, all orders that are confirmed at the same time will be consolidated into one shipment.

Q: What happens if my order cannot be delivered?

A: In the event your order is returned to our warehouse as undeliverable, unclaimed or refused, our staff will contact you via phone or email to try and correct the problem. You will be required to pay additional shipping costs should you still want the item.

Q: Is my information secure with Shop Under?

A: Shop Under will not disclose, trade, rent, sell or otherwise transfer your personal information without your prior consent, except as set out herein. Shop Under uses select, trustworthy service providers. We may transfer (or otherwise make available) your personal information to our affiliates or service providers in order to assist with your order. This includes (but is not limited to) processing payments, storing customer data, hosting our website, analyzing our business, running our contests and promotions, and communicating with you. Your personal information will not be added to any mailing lists without your consent, nor will they contact you in any manner except to provide services on our behalf.  See our complete Privacy Policy for more information.

Q: Can I cancel my order?

A: You may cancel your order if the product has not shipped. If the product has already shipped you will need to process a return. Please contact customer service as soon as possible if you wish to cancel.

Q: When are your office hours?

A: Our shipping department and customer service line is open Monday through Friday 8:00 AM to 5:00 PM Eastern Standard Time. Orders are processed every morning at 9:00 AM Monday through Friday and will be shipped the following available business day. Orders placed on the weekend will be processed the following Monday and shipped the next available business day. Please note that we follow the Canadian holiday calendar.

If your question was not addressed here, please contact us here or call customer service at +1 438 384 1119.

 


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