Shipping Policy


We offer free standard 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 Canadian statutory holidays).


We will aim to ship all orders within 1-2 business days. Please allow 5 business days for backorders to be fulfilled. Due to high demand during our sale events, there may be delays in order fulfillment and shipping. We appreciate your patience and support!


We currently do not ship outside the US and Canada. And we currently do not offer express shipping.

CountryCostEstimated Delivery Time
United States$10 USD4-8 business days (continental U.S.). Shipping for Alaska, Hawaii, U.S. territories outside the contiguous U.S will take longer.
Canada$12 CAD

2-4 business days (British Columbia)

2-6 business days (Ontario)

4-8 business days (rest of Canada)

Duties

We offer duty-free shopping for all orders under $800USD.

Shipping Policy FAQs

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

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.

Return Policy

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.

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.

Returns & Exchanges

Ready for a return? Visit our Return Portal 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

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

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.
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