The Official Ergowear Store - Your original source for ergonomically designed men's underwear since 2002

Shipping & Returns

 

 

 

 

POLICIES

Please read below our underwear for men and swimwear store shipping and refunds policies.

 i. Shipping Information

  1. How much do I have to pay for shipping?
  2. Do you ship internationally?
  3. How long will my order take to arrive?
  4. What if my order includes pre-ordered items?
  5. My order says "shipped" but has still not arrived
  6. What does the Shipping & Handling fee include?
  7. Are there any additional charges?
  8. Why don't you include taxes and duties in the order total?

ii. Cancellation, Returns and Refunds

  1. Can I get a refund?
  2. Can I cancel my payment?
  3. Can I return a product if it doesn't fit?
  4. I'm not satisfied with my order, What can I do?
  5. Do you have any issues or concerns with your order?

 

i. Shipping Information

1. How much do I have to pay for shipping?

Orders are shipped via courier or registered airmail. 

SHIPPING BY AIRMAIL PARCEL IS FREE for orders to anywhere in the world as long as the product value is over US$ 80 , and US$ 9.90 for orders below that amount. Online tracking for airmail parcels has only been introduced in some countries and is still in an early development stage. Airmail service is only available for orders of up to US$ 200 in merchandize value.

Our contracted courier rates are  US$ 19.90  for orders to the Americas, approximately 25 EURO (depending on exchange rate) for orders to Europe and US$ 36.90 for all other countries in which this service is available.  However, all areas that are classified by DHL as "remote" are subject to a US$ 30 surcharge; if this applies to you we will contact you before shipment.

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2. Do you ship internationally?

You can order Ergowear from any country where postal service is available and where it is legal to import products through the mail. In most locations you have two shipping methods: Airmail (cheap) or Courier (fast). In some locations not all forms of payment may be accepted; in those cases we will get in touch with you.

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3. How long will my order take to arrive?

We will normally ship the order within 2 business days, but may take up to 7 business days, depending on our payment processors' anti-fraud policies and product availability. When one product of the order has a later shipping date the other items will also be shipped at the later date; similarly if the order includes a pre-order item, by default the whole order will be shipped when the pre-order item becomes available. 

If we cannot ship within 7 business days you will receive an automatic status up-date that your order is delayed and an estimated shipping date. If this happens feel free to contact us if you would like to cancel the delayed item or the whole order.

If you choose courier shipping, in most locations delivery will take place within four to seven days after shipment.

If you choose airmail parcel, delivery may take anywhere between 1 and 4 weeks - please do not choose this shipping method if you are in a rush to receive your order (before a vacation or other deadline etc).

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4. What if my order includes pre-ordered items?

When items are available for pre-order, you will see an estimated shipping date displayed next to that item; including a pre-ordered item means that the whole order will not be shipped until the pre-ordered item is ready. 

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5. My order says "shipped" but has still not arrived

Although international airmail parcels are usually safe, delivery times are very hard to predict. In our experience, 90% of orders to North America or Europe take between 1 and 4 weeks to arrive. If your parcel has not arrived 4 weeks after the shipping date in your order status, please contact your postal service with the international tracking number; this is sent to you by email when the order is shipped, and can also be found in the order details (in your Ergowear account).

Although online tracking is only possible in some countries and it doesn't always work flawlessly, most postal services can track down the parcel on their internal systems if you provide them the number. Lost parcels are very rare. Only contact us if 6 weeks after the shipping date you still have not received it and there has been no reply from the postal service.  

Please remember that for urgent orders we offer convenient shipping rates for courier service. Transit time by courier is normally 4-7 days to North America or Europe.

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6. What does the Shipping & Handling fee include?

S&H charges include delivery to the address shown in your order, subject to local or national regulations, as well as country-specific policies of the courier or postal services.

If you choose courier service, please keep in mind that the courier makes three delivery attempts; after that, additional charges may apply. Please make sure you enter a correct phone number so that they may contact you if needed.

If you choose air mail parcel, and for some reason the post service is unable to deliver, they will leave a note and after a given period of time (this varies from country to country) the parcel will be returned to Ergowear. This may take anything between 2 and 8 weeks. When we receive the parcel, we will notify you and ask you if you would like to have automatically credit your store account with the merchandise value of your order.

Taxes, duties or any other local fees at destination are not included in the prepaid S&H fee. By placing an order you acknowledge that you know what taxes, duties or other related charges may be applicable in your country, and that you agree to pay for them if you are asked to do so by the Courier or Postal Service.*

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7. Are there any additional charges?

Our prices are exempt of our local value added tax (VAT) since you are purchasing at export prices.*

By placing an order, you acknowledge that you know what taxes, duties or other related charges may be applicable upon arrival in your country, and that you agree to pay for them if you are asked to do so by the Courier or Postal Service.

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8. Why don't you include taxes and duties in the order total?

Depending on your country of residence you may have to pay taxes, duties or other fees to your government or other authorities.

Whether duties are applied also depends on a series of continuously changing factors such as size, value, place of entry, officer in charge etc. which makes it virtually impossible for any international e-commerce site to make an accurate estimate.  If you are unsure about your countries regulations please contact the relevant local authorities before you place your order with Ergowear.*

Chile has signed Free-Trade-Agreements with many countries worldwide, and under most of these agreements our products should pay no duties. Countries or blocks of countries with which Chile currently has signed Trade-Agreements are: European Union, USA, China, Japan, South Korea, New Zealand, Canada, Mexico, Colombia, Venezuela, Ecuador, Peru, Central America, Mercosur. However, the enforcement of these agreements on small packages is difficult and often troublesome for individual clients, and we cannot be held responsible in any way for the correct application. 

 * Prices in CLPs for residents of Chile are displayed including VAT tax (los precios en pesos chilenos incluyen el IVA). 

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Cancellation, Returns and Refunds  

1. Can I get a refund?

Refunds may be granted in the following cases:

1. Orders that have been cancelled before shipment.

2. For goods that have been returned according to our return instructions; in this case Shipping and handling charges are non refundable.

All refunds will be made to the original means of payment used.

To return an item please submit a return request through your Ergowear account (log in, go to "Completed orders", then select the order number, and click on "Returns", and fill in the request form). 

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2. Can I cancel my payment?

Payments can not be cancelled online. Please contact our customer service if you need to change your form of payment after you have placed your order. 

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3. Can I return a product if it doesn't fit?

Yes, it is possible to return a product for a store credit if it's unworn and has all its tags on; otherwise it may be subject to a cleaning an re-packaging fee (currently US$ 5 per item).

To return an item please submit a return request through your Ergowear account (log in, go to "Completed orders", then select the order number, and click on "Returns", and fill in the request form). 

To avoid mistakes in your order, please make sure you check our size selection guide or contact us before confirming your order. 

Only for residents of Chile: Local regulations forbid the return and exchange of undergarments, even if sealed (solo para residentes de Chile: las normas sanitarias prohiben el cambio de prendas íntimas, incluso selladas).

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4. I'm not satisfied with my order

All our products have to pass strict quality control procedures that ensure that the product is delivered in optimum conditions to the chosen means of transportation. The fabrics and other materials with which our products are made have been carefully selected and are permanently tested. However, before trying on the products we ask you to first check that the overall quality of the item meets expectations. If it has been damaged by transport or by something else, please return the item without trying it on.  To return an item please submit a return request through your Ergowear account (log in, go to "Completed orders", then select the order number, and click on "Returns", and fill in the request form).

If you have any doubts about the quality of a product you received, please first contact us.

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5. Do you have any issues or concerns with your order?

Sometimes a product is not what you expected it to be, it can happen to all of us. Whatever the nature of your concern, please contact us immediately and we'll try to find a solution.

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