Orders & Returns
Can I change or cancel my order?
Nope. Once an order is placed, even the Undie gods can't make any changes.
We're really quick at packing your order which means we can't make any changes once you've placed it. This includes changing the shipping option, shipping address, item size, payment, or canceling the order entirely.
However, if your order has shipped out and you realized that the address is wrong, we recommend contacting the postal carrier to try to have the address changed or set up mail forwarding. Otherwise, the order will likely be returned to us.
If the order is returned to us, we cannot re-ship it but we will issue a full refund. In the meantime, we recommend placing a new order while waiting on an order to be returned to us in case stock is low.
How do I contact the CheekSquad?
For customer support, you can submit a request via email, text us at 888-552-6775, DM us on Social Media (Instagram, Twitter, Facebook, and Reddit), or chat with us by hitting that little question mark in the bottom corner! We're available 24/7 PST, 7 days/week.
To chat with a member of our CheekSquad:
Step 1: Click the “Help” bubble at the bottom right corner of our website.
Step 2: Type in a keyword (ex. Order, Shipping, Membership)
Step 3: If you don’t find anything helpful among the presented articles from our Help Center, click “Get in touch”
Step 4: Type in your name, email address, your inquiry, and start chatting with us!
Note: We're available to chat 24/7 PST, 7 days/week.
You can also chat with us from the Help Center page if the articles didn’t answer your question.
For partnership/influencer inquiries, email email@example.com.
For questions about donations and charity, email firstname.lastname@example.org.
For press inquiries, email email@example.com.
How do I use store credit?
If you have store credit on your account, the credit will automatically apply at checkout. You may be asked to add another form of payment, but this is required for all orders as a backup only (even if your total is below the store credit amount).
You should see the amount reflect on the final order summary to verify how much store credit will be used and any remaining balance to be charged.
Note: Store credit will automatically be used towards membership orders if it remains unused.
How long should my order take to arrive?
Orders typically ship within 2 business days of you ordering. Domestic customers can expect delivery within 7 business days, Canadian customers within 3 weeks, and all other international customers within 12 business days. This is all subject to carrier activity as well.
Please note: Due to COVID-19 and an increase in order volume, we are taking extra precautions which may cause a delay in processing your order. We appreciate your understanding.
For orders using Standard shipping:
- Orders are typically processed within 1-2 business days before shipping. During the holidays when order volume is elevated, processing times will be delayed.
- US orders are shipped via USPS and DHL, and are estimated to arrive within 2-7 business days.
- Canadian, Australian, and New Zealand orders are shipped via Asendia (with final delivery by Canada Post) and are estimated to arrive within 1-3 weeks.
- All other international orders are shipped via DHL and are estimated to arrive within 10-12 business days. Duties, taxes, and associated fees are the responsibility of the purchaser.
For US orders using Expedited shipping:
- Orders with Expedited shipping are processed the same day if ordered before 8 AM PST. Orders placed after 8 AM PST, or anytime on Saturdays, Sundays, and holidays will not ship until the next business day.
- Expedited shipping is only available in the US and may not be available in all areas.
- To track orders using Expedited shipping, please check the FedEx tracking page.
- For membership orders and during holidays, orders may take 1-3 business days to be processed before shipping.
- Domestic orders weighing 1lb or more will be shipped via DHL instead of USPS.
- Orders shipped to Alaska, Hawaii, and Puerto Rico are estimated to arrive within 7 business days.
- Orders shipped to Guam and APO/FPO addresses are estimated to arrive within 10 business days.
- The timeliness of packages to destinations outside the contiguous US may be affected by the limited availability of transportation and actual delivery times may vary.
What is your return policy?
If you’re not satisfied with your order for any reason, you can return it for a full refund within 45 days. We now have a self-service returns portal you can process your return. Just enter your order number and email address to start the process! If you used guest checkout, click "gift return," and enter your order number and shipping zip code.
Items are eligible for return if:
- Underwear: not tried-on, unworn, unwashed and in the original condition it was received.
- Socks: unworn with the original packaging intact.
- Bralettes, Apparel, and Accessories: Unwashed and in the original condition it was received.
- Swimwear: unwashed, in the original condition it was received with a hygiene sticker still in place.
If you fall outside of these guidelines or need additional help, please reach out to our CheekSquad so we can help you out further.
RETURNS FAQ (pssst...make sure you review these!)
- What happens if I need to exchange an item?
At this time we are not able to offer exchanges, only refunds... If you're looking for a new size or style, once your refund is reflected back on your bank statement within 5 business days, feel free to place a new order!
- What's your return policy for Bralettes, Apparel, Accessories, and Swimwear?
So glad you asked! All items in these categories must be unwashed and in the original condition they were received. For swimwear, the hygiene sticker must still be in place.
- Do you offer prepaid returns for all orders placed?
At this time we only offer prepaid returns for domestic orders. All international returns (including Canadian) will require the customer to pay for returns shipping via their favorite carrier to our HQ address below and we will process the return!
X/B Fulfillment C/O MeUndies
8115 Saint Andrews Avenue
San Diego CA, 92154-8201
- Are any items ineligible for returns?
All Mystery Packs, Face Masks, and Face Gaiters are final sale and thus, ineligible for return. Make sure you double-check the sizing chart and your order before you purchase!
- What's your refund timeline?
After your return arrives at our warehouse, your refund will be processed in 3 business days or less. Depending on your banking institution, you should see your refund reflected back on your bank statement in 2-7 business days. If your purchase was made with store credit, the balance of store credit will be placed back on your MeUndies account.
- My order is under $50 USD and I initially paid for shipping it here in the US. Do I still get free return shipping?
Yes. We’d happily provide a prepaid return label for your return. Feel free to initiate your return through our self-service return portal.
- If I purchased at your retail location in Century City, can I return via online?
All sales made at the Century City store are final sale due to the store's closure.
- If I'm returning multiple orders, can I combine in the same order?
If you're returning more than 1 order, please make sure the return package only contains the items pre-authorized for return. Items from different orders should be packed separately per order number, using their respective return labels. If there are additional items in your return package that haven’t been pre-authorized, or there are items missing that we expected to return, we’ll have to send back the entire package and the return will be voided.
What’s my order status?
Once your order has shipped, you will receive an email with a tracking number to track your package from our warehouse directly to your door or you can find your tracking info on your Order History page on your account.
You can check the status of your current or previous orders at any time on your order history page or by visiting our Order Status page. You can also use the tracking number on the shipping courier’s website to track the status.
- Simply enter your order number and email address, and you'll be taken directly to your Undie tracker.
- One step. It's only one step.