Frequently Asked Questions

Shipping Information

We currently ship to the U.S. and Canada only.


All orders are fulfilled by our warehouse team in British Columbia, Canada.

We offer free shipping for orders over $80 before tax and after discounts. We ship orders using UPS, USPS, and Canada Post.


We process and ship orders Monday through Friday (excluding holidays).


All orders will be processed and shipped within 1-2 business days.


Orders placed for Alaska, Hawaii and The Northern Territories will take longer.


US:

Standard shipping: $10USD

Estimated delivery time: 4-8 business days.


Canada:

Standard shipping: $12CAD

Estimated delivery time: 1-8 business days


Delivery estimates by region:

2-4 business days (BC)

2-6 business days (Ontario)

4-8 business days (rest of Canada)


We will send you an email confirming your order after your order has been placed, and another email with the tracking number once your order has shipped.

Contact customer service at help@understance.com if you’d like to change the shipping or cancel your order within 30 minutes of placing your order. We are unable to make changes to the products in your order. Please note that once your order has been processed and shipped, we cannot modify or cancel it. Shipping charges are non-refundable.

We regret to inform you that we cannot be held responsible for any stolen packages. In the event of a missing delivery, we recommend that you first check with your neighbors to confirm if they received the package on your behalf. If it is still lost, please contact the courier and file a claim with them to initiate an investigation into the matter.

Returns & Exchanges

Items from Last Chance/Warehouse Sale or marked as "Final Sale" are final sale and cannot be returned.


We accept returns within 30 days of purchase for all orders and provide a complimentary pre-paid shipping label. To ensure your items are not damaged in-transit, we recommend reusing our original packaging.


To ensure you receive a full refund, please follow our guidelines:


  • All tags must be attached. Items must be in re-sellable condition
  • Ensure that the items are unworn, unwashed and show no signs of wear
  • Items are free of deodorant stains, perfume, smoke, and make-up. Deodorant stains are a common cause for denied refunds. To keep your items clean, please take care not to get deodorant on them
  • Underwear must be tried on over your own underwear or similar clothing
  • We reserve the right to refuse returns that do not meet our health and hygiene standards. If your item is refused, they may be shipped back to you at your own expense
  • Items that are not in re-sellable condition are donated to a local charity

Here are examples of what we deem "Unacceptable" returns.

Ready for a return? Visit our Return Portal in the footer for your prepaid shipping label. Returns without our shipping label will not be accepted.

Please note that customers can only generate 1 label per order. To avoid complications, please ensure you include all items you wish to return in the same package.


We are not able to process exchanges. The best way to do an exchange is to send your original item back to us for a refund and place a new order.


For more questions, contact help@understance.com


Use store credit like a gift card! Copy the 16-digit number from the email and paste it at checkout.

General Inquiries

We accept all major cards such as American Express, Mastercard, VISA, and Discover. We also accept payment through mobile payment services such as Apple Pay and Google Pay, as well as Buy Now Pay Later option, Afterpay.
payment method picture mobile

Customer service and fit help is available through live chat, phone, and email:


Monday - Thursday: 7:00 am - 6:00 pm PST

Friday: 7:00 am - 4:00 pm PST

Saturday - Sunday: 10:00 am – 6:00 pm PST


Our sizes currently range from 28-48 bands and A-J cups and XS to XXXL.


Sign up for our newsletter to be notified when we launch new products.


Yes! Create an account and start getting points while you shop. Check out Understance Perks.

No, we do not currently offer catalogues. If you have accessibility concerns while shopping, please email help@understance.com and we will do our best to make your shopping experience as seamless as possible.

In-Store Returns & Exchanges

We accept in-store returns within 30 days of the purchase date. Items bought from Gently Loved or Last Chance are Final Sale. Customers who wish to ship back returns can mail their items back to our store at customer's expense if a credit card is used. In-store purchases cannot be returned online if debit/interact was the form of payment.


Returns

You can receive a refund to your original payment method within 30 days from the purchase date for all regular-priced items. Items bought from Gently Loved or Last Chance are Final Sale.


To ensure you receive a full refund, please follow our guidelines:


  • All tags must be attached. Items must be in re-sellable condition
  • Ensure that the items are unworn, unwashed and show no signs of wear
  • Items are free of deodorant stains, perfume, smoke, and make-up. Deodorant stains are a common cause for denied refunds. To keep your items clean, please take care not to get deodorant on them
  • Underwear must be tried on over your own underwear or similar clothing
  • We reserve the right to refuse returns that do not meet our health and hygiene standards. If your item is refused, they may be shipped back to you at your own expense
  • Items that are not in re-sellable condition are donated to a local charity

Here are examples of what we deem "Unacceptable" returns.

In-store purchases can be exchanged in-store within 30 days from the purchase date. Exchanges are limited to once per item. We are currently unable to process exchanges online.

Buy Now Pay Later With Afterpay

Afterpay is a service that allows us to offer our customers the ability to make purchases now and pay for them in 4 equal payments made every 2 weeks without any interest.


Just shop understance.com and check out as usual. At checkout, choose Afterpay as your payment method. You will be directed to Afterpay's website to register and provide payment details. If you've used Afterpay before, just log into your account. Then complete your order — it's that easy!


Please note: Gift card payment is not combinable with this service.


Afterpay can only be used on purchases made on understance.com.


Yes, Afterpay is offered to US and Canada customers, with billing address, credit card, and shipping address in US and Canada.


Customers are required to make their first payment at the time of purchase. The remaining 3 payments are deducted automatically every 2 weeks in equal installments from your selected payment method. If you would like to make additional unscheduled payments before they are due, you may log into your account on Afterpay to make your payments early. Afterpay will then adjust the amount owed accordingly. You can log into your Afterpay account anytime to view your payment schedule or make a payment before the next due date.


If funds are not available or you otherwise do not make your payment when it is due, late fees may apply. Please read their complete terms: Afterpay.


All orders are delivered within our standard shipping timeframes like any order from understance.com. Free standard shipping is available for orders over $80. Please visit our Shipping Policy for more information.


Gift cards cannot be purchased using Afterpay.


Any order paid for with Afterpay can be returned within our 30-day Return Policy. Please view our Return Policy for more information.


Please visit the Afterpay website here for a comprehensive list of FAQs. You can check out Afterpay's Privacy Policy here. If you have a question about your Afterpay account, please contact the Afterpay toll-free customer support line at 833-386-0210 or use the contact form found here.


Afterpay will convert USD to CAD when making the payment in USD.


Afterpay uses a retail exchange rate for converting what the retailer charges for the goods into what the customer would pay in their local currency. No set-up fees, transaction fees or foreign exchange commissions are applied to the exchange rate prior to performing the conversion. The exchange rate will change regularly to reflect the currency fluctuations in the foreign exchange market. The exchange rate used to determine what the customer pays for their Afterpay purchase will be shown to them on the payment screen prior to the customer confirming they wish to proceed with the purchase.