Shipping Policy
We are experiencing severe delays, and will take us a few weeks to process all orders.
We offer free standard shipping for orders over $100 before tax and after discounts. Orders are shipped via Canada Post. We process and ship orders Monday through Friday (excluding Canadian statutory holidays). We do not offer express shipping.We do not ship outside Canada.
Shipping Update: Canada Post Strike (2025-09-26)
We want to let you know that an unexpected Canada Post strike is currently affecting shipping services. Our team will continue to fulfill and prepare all orders as usual. Your package will be ready and waiting to ship as soon as Canada Post resumes operations.
You should know:
- Orders already handed to Canada Post or fulfilled by our warehouse cannot be changed, cancelled, or refunded. They will move forward once services resume.
- If your order is eligible for a return (non-Final Sale items), you can still download a return label, but drop-offs won’t be possible during the strike.
- If your return is already in transit and delayed, we’ll do our best to process your refund as soon as possible.
- We are continuing to fulfill orders amidst the Canada Post strike. Once Canada Post resumes operations, you can track your shipment to see the delivery status.
| Country | Cost | Estimated Delivery Time |
|---|---|---|
| Canada | $12 CAD | We are experiencing severe delays. Delivery estimates are a few weeks. |
Return Policy
Items marked as "Final Sale" cannot be returned or exchanged.
We accept returns within 30 days of delivery for all orders and provide a complimentary pre-paid shipping label. Shipping costs are non-refundable. 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 makeup. 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, it may be shipped back to you at your own expense.
- Items that are not in re-sellable condition are donated to a local charity.
If you are not happy to receive the items as new, someone else probably will not be, either.
Ready for a return? Visit our Return Portal for your prepaid shipping label. Returns without our shipping label will not be accepted.
We will notify you once we've received and inspected your return. If approved, you'll be automatically refunded to your original payment method. If your return is denied, our team will be in touch with you via email.
Please remember it can take some time for your bank or credit card company to process and post the refund.
Please note that returns from the United States might take up to 2 weeks to arrive at our warehouse in Canada from when the items are dropped off at the Post Office. If your return status is "Delivered to Blaine", please allow a few extra days for the return to arrive in our Canadian Warehouse.
Gift cards are non-refundable.
Shipping costs are non-refundable.
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
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 or cash was the form of payment.
For customers residing outside of Canada, we regret to inform you that returns for purchases made at our physical stores cannot be processed.
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
