Shipping Policy
We have temporarily paused new orders while we catch up.
What order # are you on?
We’re working on orders up to #445791. If your order number is or below 445791 and you haven't received confirmation, it just means we are currently processing it. You should receive shipping confirmation within the following business day.
Why are you pausing orders?
We’ve received an unprecedented volume of orders and are temporarily pausing so our team can catch up and make sure every order is processed accurately.
Will you resume accepting orders?
At this moment we have received no further instructions on how to proceed. We are fulfilling existing orders, which are projected to take until early December 2025.
What happens to my order?
We are actively processing orders that have been placed. Rest assured, all existing orders will be fulfilled.
Are you still working with Canada Post?
No, we are switching carriers on October 1. Orders will be shipped via
Ascendia (where services are covered).
In some cases, if your shipping address is too rural or a PO box, Ascendia may hand off your package to Canada Post or return it to us. In either case, your package will start moving when Canada Post resumes operations. If this happens to you, we apologize for the inconvenience.
My order has been fulfilled, will it ship with the new carrier?
No, if your order has been fulfilled, your package will move once Canada Post resumes operations. We are sorry that we cannot cancel orders that are currently with Canada Post.
Why is it taking so long to fulfill orders?
Many of the recent orders are unusually large, with high quantities per package. This makes each order more time-intensive to prepare. Our team is working through them as quickly and carefully as possible to get your package to you.
Are your stores open?
Yes, they are. Fittings depend on capacity. When it's very busy, we might not be able to give you 1:1 attention.
We offer free standard shipping for orders over $100 before tax and after discounts. Orders are shipped via Ascendia during the Canada Post Strike. We process and ship orders Monday through Friday (excluding Canadian statutory holidays). We do not offer express shipping.
| 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
