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 process and ship orders Monday through Friday, excluding Canadian holidays, through UPS, USPS, and Canada Post. We aim to get your orders out within 1-2 business days.

US:

Standard shipping: $10USD

Estimated delivery time: 4-8 business days

Shipping for Alaska, Hawaii, U.S. territories outside the contiguous U.S will take longer.


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)


Due to high demand during our sale events, there may be delays in order fulfillment and shipping. We appreciate your patience and support!

Once your order has shipped, you will receive a shipping confirmation email with your tracking number. If you have an account with us, you can login to your account to track your shipment.

If you need to change the shipping information or cancel your order, please contact our customer service team (help@understance.com) within 30 minutes. We are unable to make changes to the products in your order. Once an order has been fulfilled, we cannot modify or cancel it. Shipping charges are non-refundable.

Please reach out to our customer service team (help@understance.com), and we will help you file a missing package report with the responsible carrier. Carriers typically notify us of the outcome of the case in 15 business days. We will let you know the outcome of the case. In cases of misdelivery, we will offer a replacement or refund. We are not able to offer refunds or replacements in cases of theft.
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 delivery 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.

Visit our Return Portal to initiate a return. Returns without our shipping label will not be accepted.

Customers can only generate 1 label per order. To avoid complications, ensure you include all the 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.

We will honor new prices for orders placed within 7 days of the price reduction. Price adjustments do not apply during sitewide or warehouse sales.
General Inquiries

We accept most major cards and mobile payment services.
payment method picture mobile

Customer service and fit help is available through our phone and email.


Our hours of operation are: Monday - Saturday 8am - 5pm PST.

Bras: Our size range is 28-48 bands, A-N cups and XS-4XL.


Underwear: Our size range is: XS-6XL.


Sign up for our newsletter to be notified when we extend and 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.

First time customer discounts are not valid during major site-wide sales.
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

To ensure you receive a full refund, please follow the same guidelines as our online return policy here.

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, not in-store.

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: Canadian United States.

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.

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