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

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.


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


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
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.

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

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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 options including Afterpay and Sezzle.
payment method picture mobile

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


Mondays: 10:00 am - 6:00 pm PST

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

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

Saturdays: 7:00 am – 3:00 pm PST

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


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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
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.