Customer Service | Understudy

Sizing & Fit

Sizing and fit for items can vary between brands. If you are unsure of your size or how an item fits, email us at info@understudyshop.com and we will provide accurate measurements.

 

Terms and Conditions

You will receive an Order Confirmation once your order is placed and payment has been successfully authorized. Once an order is reviewed we will process the payment and ship. Order processing may take up to 2 business days. Any order placed before 12:00pm MST will be processed and shipped on the same business day. Understudy may cancel an order at any time for a number of reasons including suspicion of fraud, unavailability of stock, or discrepancies in price. If we are unable to fulfill an order your payment will be fully refunded.

 

Returns & Exchanges

 

*HOLIDAY RETURNS*

Purchases made between 9:00 am December 5th - 4:00 pm December 24 are eligible for free return shipping and refund. Returns must be initiated by January 6, 2017. SALE items are not eligible for return or refund. Shipping fees are non-refundable.

 

Purchases are eligible to be returned for exchange or store credit within 14 days of purchase. SALE items are final sale. To be eligible for a return, your item must be unworn and in the same condition that you received it with original tags. Magazines and apothecary items are not eligible for returns. If you would like to return an item, e-mail info@understudyshop.com with your order number and the items you would like to return, and indicate if you would like an exchange or store credit. Customers are responsible for their own shipping costs on returns. Once the return package is received at Understudy a store credit or exchange will be issued.

Address for returns:

Understudy
1312 1 ST SW
Calgary AB
Canada T2R 0V7

 

Shipping Costs

We use flat rate shipping costs within Canada, USA, and Internationally. Our rates are subject to change, discounted or free shipping is applicable for larger orders depending on location.

Shipping within Canada:

Standard Shipping with UPS is free on orders over $200, includes a tracking number, and takes between 4-6 business days.

Expedited Shipping starts at $24.00 and will arrive within 2-4 business days.

Shipping to USA:

Standard Shipping with UPS is free on orders over $200. Freight usually takes between 6-10 business days.

Expedited Shipping with UPS costs $24.00 and will arrive between 2-5 business days.

Shipping to World:

Standard Shipping rate using TNT is $45.00. Time for delivery is usually 9-12 business days but may take longer depending on the location.

Expedited Shipping rate using TNT is $65.00 and includes tracking. Delivery time is between 4-6 business days.

We cannot guarantee delivery dates on any order due to delays with customs. Customers outside of Canada are responsible for any applicable duties/taxes.

 

Payment

We accept Visa, MasterCard, or Paypal payments. We do not accept payments over the phone or e-mail. All transactions are secure and encrypted and we do not store any of your credit card information.

Canadian Taxes

5% GST is applicable to all orders within Canada.

 

Privacy

Under no circumstances will Understudy sell or disclose your personal information to any third parties. All information provided by you is for us to best serve you and will only be used internally.

We Use 'Cookies'

We use ‘cookies’ to help us remember and process the items in your shopping cart. They are also used to help us gather general information and save and remember user preferences. This aids in your shopping experience with us. At any time you can delete saved cookies from your browsing history or set your computer to disable cookies. Unless you have adjusted your settings to refuse cookies, our system will use cookies when you are browsing and shopping on our website.

 

Questions or Concerns

Any questions or concerns regarding our policies, product, or service can be directed to info@understudyshop.com and one of three store owners will return your e-mail. Alternatively, you may call the store during business hours at (403)452-7151.

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