Customer Help

If talking to a real-life human is more your thing, you can reach our Customer Happiness Team via email (below).

How can we help?

FAQ

Orders

Can I cancel my order?

We completely get it, we change our minds too! However, if your order has shipped, we are unable to alter or cancel it at this time.

If your order is still processing and has not shipped, please reach out to us ASAP via email help@underwearexpert.com or text +1 (646) 553-1883 (US and International, Text message rates may apply depending on your mobile carrier).

Should the item(s) not work out or you just want to send us the box back. Please follow the instructions here.

Where is my order?

Domestic Orders:

Standard shipped orders ship out in 24-48 hours and takes about 4-7 business transit days to arrive.
Expedited shipped orders ship out in 24-48 hours and takes about 2-3 business days to arrive.

International Orders:

Standard International shipped orders ship out in 24-48 hours and takes about 4-15 business days to arrive. Please note that tracking milestones show up about a 1 week after the order ships from our facility.

Please note: Transit time excludes weekends and holidays.

Incorrect shipping address?

Domestic Orders:

Once an order has shipped we are unable to change the shipping address. However, you can reach out to USPS to process a forwarding address or see if they can hold the parcel for you at the nearest post office.

International Orders:

Please reach out to help@underwearexpert.com with the correct address and your order number right away.

How to track my order?

Please go to this help article for more information.

Why did I receive a different size?

At Underwear Expert, we're proud to curate your underwear drawer for the best quality and fit using our custom sizing technology

We upsize or downsize depending on the brand. We've found that brands incorrectly size and label items, so built our own technology to send the pair that we feel will fit you the best. We wish brands had uniform sizing but that's unfortunately not the case yet!

Subscriptions

How do I preview & refine my renewal order?

You can Preview & Refine your upcoming subscription box 48 hours prior to your box charge date, in case you want to make any changes. We will email you a link to access the Preview & Refine feature 48 hours before it ships.

Note: If you sign up for text messages, you will receive a notification via text so you won't miss out on selecting your items.

How do I pause my subscription?

To pause your subscription, log into the My Account section and navigate to "next charge date", and select one of the following the prompts to pause your subscription for the desired amount of time.

Please note that if your order has already been paid for, then this will take effect for the next box. If you are still in Preview & Refine, you can make this update.

Why is my subscription On Hold?

To fix an on hold order due to a credit card problem, click “Update Payment Method” from the My Account section. After you update your payment, your order will be charged in our next renewal processing time, typically 6-24 hours later.

Your subscription will remain on hold until that time. So don't worry if you update your card and see that your subscription is still on hold.

For more information please follow this link.

How do I cancel my subscription and what is the policy?

Underwear Expert Club allows you to cancel at anytime. Many of our customers have chosen to pause their subscription, or work with us to resolve any issues instead of cancelling, however the choice is yours.

Please follow this link for more information.

How do I change my waist size, frequency or preferences?

Waist Size:
Please follow this link.

Frequency:
Please follow this link.

Preferences (colors/styles):
Please follow this link.

Where is Advanced Reservations?

Currently we are working on an Advanced Reservations refresh and this feautre should be active here in the next couple of weeks.

How does the sign-up process work?

Please follow this link for instructions on how the sign up process works.

Account Management

Logging in issues?

If you are having toruble with logging in to your account you can reach out to us at help@underwearexpert.com.

How do I add a new credit card / update my billing information?

Please follow this link for more information.

Shop the store

What size should I buy?

If you’re not quite sure which size is right for you, refer to our size guides. They’re located underneath the available sizes for each of our products.

Shipping, Returns & Exchanges

We use all major carriers, and local courier partners. You’ll be asked to select a delivery method during checkout.

What is the shipping policy?

Once your order is placed, you will receive a confirmation email letting you know that our fulfillment team has received your order. Once your order is fulfilled, you will receive an email notification with your tracking information. Shipping fees are non-refundable in the case of returns.

Do you ship overseas?

Yes, we ship all over the world. Shipping costs will apply and applicable taxes/duties and fees, and will be added at checkout.

Get in touch

Have additional questions about your order, or a general enquiry?