We now offer FREE return shipping for orders shipping to/from the US and placed on our website. Amazon, Rakuten and 11Main customers will be charged a $6.00 fee for using our pre-paid labels.
Lose your invoice with the Return/Exchange Form?
Click here for a copy. Please complete this form and include your order number, name and email address for fastest processing.
All items for return or exchange must be returned within 30 days of your receipt of the item. Items returned after 30 days require special care and attention. If you initiate a return after 30 days, we will process the return subject to a 20% restocking fee or send the item back to you at our discretion.
At WebUndies.com we try hard to serve our customers better than anyone else. We thank you for honoring these return policies, so that we can continue to bring you many more fun styles of underwear in the future.
WebUndies.com now offers free return shipping back to our facilty for orders placed on our website and shipping to and from the US. Limit of one label per order. We will gladly accept the return of new/unused merchandise within 30 days of your receipt. We will refund the full purchase price less shipping and handling as soon as we receive the merchandise in saleable condition. All tags must still be attached.
Seasonal and holiday items returned after the holiday that have been placed on sale or clearance will be refunded at the current price listed on the site.
Items returned after 30 days require special care and attention. If you initiate a return after 30 days, we will process the return subject to a 20% restocking fee or send the item back to you at our discretion.
We now offer FREE First Class Mail shipping on all exchanges for U.S. domestic orders placed through WebUndies.com directly. Ship us the merchandise (using your own label or our prepaid label) and the shipping for the replacement item is FREE!
New merchandise may be exchanged for different sizes or styles within 30 days of your receipt. Tags must still be attached, and the merchandise must be in new saleable condition. Inventory cannot be guaranteed to be available. We may, at our discretion, issue a refund in place of an exchange.
For items with pet hair or odors, as well as footie pajamas with dirty feet (even from just being tried on), we will NOT accept your item for return of exchange. We will notify you by email and you can choose to pay for the dirty item to be returned to you (at your expense) or we will discard the item, without issuing a refund. We will not pay the postage to return the dirty item to you. If it is dirty, please do not send it back.
All exchanges on orders placed directly through WebUndies.com will be shipped via USPS First Class Mail at no cost to you. If you require expedited shipping on an exchange, you will be charged the current rate for that service. From November through January, we suggest placing a new order and making a return, rather than wait for the exchange process, as items sell out quickly and stock cannot be guaranteed.
Items sent back for exchange after 30 days require special care and attention. If you initiate an exchange after 30 days, we will process the exchange subject to a 20% restocking fee or send the item back to you at our discretion.
At WebUndies.com, we have made it our policy to purchase only first quality merchandise from suppliers that we feel are reputable. Our goods are officially licensed.
For defective merchandise, we will work with you to ensure your satisfaction. All defect claims must be made within 7 days of original receipt.
NO Claims will be considered without proof of defect, not limited to, but including pictures. We will require pictures to be sent via email to firstname.lastname@example.org. Upon review of the images by our trained staff, we will make a determination of the cause and make a judgement on the defect cause (manufacturer or customer). If we determine that the defect is true and not due to action by the customer, at our discretion, we will either replace the merchandise, issue a partial refund or refund your purchase price. We may require that the item is returned to our facility.
Please note that improper washing or over-stretching of materials is not considered a manufacturers defect. Manufacturers defects are rare, but typically would include unraveling seams, improper stitching, or imperfections in the printing. Cuts die to careless opening of packages are not considered defects- refer to the Shipping Damage section below.
Our merchandise is shipped in packaging specifically designed to withstand the machinery used by the US Postal Service and UPS. These packages provide superior protection against damage during shipping.
Damage to merchandise caused by opening packages with a sharp object is not considered to be damaged in shipping nor a defect in the merchandise. After 14 years, we easily recognize damage from scissors or razors used when opening packages and will reject the claim in these cases.
If damage occurred during shipping, all original packaging must be included with the claim. This includes all stamps and markings of "Damaged in transit" applied by the US Postal Service or UPS.
All damage claims must be made within 7 days of original receipt.
Lost or Late Packages
Packages sometimes get lost in the mail. Please verify that all address information provided with the original order is correct. It can take several weeks for UPS and the Postal Service to correct invalid addresses. UPS packages are trackable using the tracking number provided in the shipping confirmation e-mail. All lost package claims must be made within 20 days shipping for domestic orders, 28 days for international orders. Claims initiated beyond the stated limit may not be honored.
Please check the transit time map for UPS Ground and First Class mail orders.
We cannot be held responsible for delays incurred by UPS or the Postal Service as they are out of our control.
Packages lost due to incorrect address information are the responsibility of the customer. We cannot be held responsible for lost packages due to incorrect address information. The U.S. Postal service provides a zip+4 locator at http://www.usps.com which can be used to determine the proper zip code.
Packages that show they were scanned at delivery and are not able to be located will be considered stolen. In order for us to assist you, we require that you file a police report for a stolen package, as mail theft is a federal crime. Without the police report, no refund or replacement will be given. we require a copy of the police report be sent to us with the claim of theft.
Incorrect or Invalid Address
If for some reason, the Postal Service or UPS is unable to deliver a package due to an incomplete or incorrect address and returns it to us, we will contact you for an alternate or corrected address. These orders may be subject to a reshipment charge to cover postage costs. This fee may be applied even if the original order included free shipping as we will incur a second shipping charge to complete the reshipment. If you chose not to have us reship the package, a refund will be issued only for the merchandise; the original shipping fee will not be refunded. We will reship packages one time per order. If the second package is returned, only a merchandise refund will be issued.
To make a return or exchange
Send the new merchandise, along with a copy of the invoice, with the completed return/exchange form to us at:
270 Sheffield Street, Unit B
Mountainside, NJ 07092
You can use our FREE pre-paid label (limit one per order, including exchanges) or use your own postage. If doing it yourself, we strongly recommend that packages sent to us be sent via trackable/insured delivery. We cannot be held responsible for packages that are not received by us.
Please complete the return & exchange form on the reverse of the invoice. Listing an alternate selection in the event that an item is not available is strongly recommended.
Contact email@example.com with questions or comments