FAQ + SHIPPING INFO
What if it doesn't fit?
If you did not receive the product or size that you ordered, please notify Orders@UNDRCRWN.com with your order number and we will ship you the correct item. We will also include a prepaid shipping label for you to return the unwanted merchandise. If you received the item that you ordered but decide once it arrives that you need another size, please email us for a return authorization (RMA #) within two weeks of receipt and ship the item back to us with the RMA # clearly noted. Please note that we only provide a prepaid return shipping label if you did not receive the correct item that you ordered. For normal returns and exchanges the customer is responsible for the return shipping.
What if I just want to return something for a refund?
Online orders may be returned for refund (less shipping) within 14 days of receipt. Exchanges and returned items must be in unworn condition.
Please send returns and exchanges to:
291 3rd Street
Oakland, CA 94607
5 - 7 business days
* Customers are responsible for all import duties and taxes when ordering outside of the United States. *Any Packages returned due to customs fee not paid, will be refunded minus the cost of shipping only once we receive the items back.
Shipping and Tracking
How much is the shipping fee?
Our shipping fee depends on your location and starts at $3.95 for domestic orders and $19.95 for international. It also depends on the number of items and types of items. Shipping fees are calculated during checkout.
How do I track my order?
Once your order has been shipped you will receive an email notification with a tracking number. You can track your order via the USPS website which will be included in your shipping confirmation email.
For international orders, tracking usually stops once your order has reached the destination country. And you may need to contact your customs department or local post office to arrange a new local tracking number.
Do you ship to my country?
We ship worldwide.
Some countries have a high risk of orders not arriving due to the postal systems and customs department. Some of those countries are: Nigeria, Philippines, South Africa, UAE, Israel, Tunisia, Indonesia, Algeria, Portugal, Austria, Mexico, Sudan, Brazil, and Uganda.
How long does it take for my package to arrive?
Orders take approximately 3 to 5 days to arrive once shipped within the U.S. and you will receive a USPS tracking number in the shipment confirmation sent to you.
Australia / New Zealand and Canada
Shipments take approximately 7 to 15 business days to arrive from the U.S.
Germany / Netherlands / France and United Kingdom
Shipments take approximately 5 to 15 business days to arrive from the U.S.
To any other international destination
Shipping can take anywhere between 8 to 15 business days to arrive, customs dependent.
Customs delays are possible and unavoidable from our end, if your customs office is slow or backed up particularly during the holidays, your package can take up to 180 days to arrive.
Missing or lost packages
We will not refund any customer whose order did not arrive due to an incorrect shipping address provided to us.
If your tracking states that your package has been delivered but you have not received it or it is missing, it is your responsibility to contact your local USPS carrier to report the issue and once you have done so, email us the case number and we will work with you to resolve the issue.
Once a USPS package arrives in the destination country and is processed through the facility, that is where our tracking ends. If the item is lost after this point, we are unable to offer any assistance and you should contact your local post office.
If your package has not arrived in your country, please contact us for further assistance.
There isn't any recent update on my tracking, what should I do?
Make sure that you have checked with your local post office/ customs department because the original tracking will no longer update once your order has reached the destination country. You may need to contact your customs or local post office to locate your package.
If your order has not updated for a few days, please contact Orders@UNDRCRWN.com
What should I do if my order was marked "Returned to Sender". Will I get another order shipped to me?
You need to report this to our Customer Support Team at Orders@UNDRCRWN.com and our Receiving division will reach out to you as soon as possible.
Why does it say "Held in Customs" on the USPS tracking site?
Please contact your local customs department immediately if you see this update, as your item is most likely being held until customs fees are paid
Delivery and Payments
Which courier do you use for delivery
Our standard shipping option is USPS.
For international orders, once the items arrive in the destination country the local postal service will take over the tracking of the order.
Why does it say 'Delivered" on USPS but I haven't gotten anything?
Please contact your local postal service to locate your order. It is your responsibility once the ordered is marked “delivered” in tracking. Although we understand the frustration, you must take this matter up with USPS.
What payment methods do you accept?
We accept almost all types of payments. Credit and Debit card, PayPal, Amazon Pay and Afterpay.
I have been checking on USPS and it says "Pre-Shipment", what does that mean?
There are a number of factors why your order would still in pre-shipment, your order should not be stuck in pre-shipment for more than a few days.
To better assist you, please contact us at Orders@UNDRCRWN.com
Why is my post office/ customs department asking me to pay tax? I thought I already paid for this?
Customers are responsible for all import duties and taxes when ordering outside of the United States.
Where can I find my invoice for my customs department?
The order confirmation sent to you via email will serve as your Invoice. Show this to your post office / customs department. If they are asking for more documents, you may contact us at Orders@UNDRCRWN.com for further assistance.
Why did I only receive part of my order? Where are my other items?
There are instances when we send out your orders separately. Please send us an e-mail at Orders@UNDRCRWN.com to further assist you.
I've ordered in the past and now my account doesn't exist.
We've changed our site a few times and you will need to sign up with the same email address. Your orders should be there once you sign up again. We apologize for the extra step.