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Oh My Underwear Support logo

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FAQ

Underwear...literally you can't go out of the house without it! Unless you like chafing, but that's an argument for another day.  All we know is that we are happy you have found Oh My Underwear.  We pride ourselves on having the most diverse, sexy, and unique catalog of men's swimwear and underwear! 

But who are you?

We are actually two friends based in Nashville who love underwear! Something about wearing underwear is freeing but also makes you feel sexy. In 2016, we started Oh My Underwear on a lark, but it has grown beyond our wildest expectations! And the catalog keeps growing.  All our friends know us as the underwear guys and we love it! 

Where does your underwear come from?

We have many suppliers all over the world! To keep prices low and quality high, we ship directly from our suppliers. Your order might come from Italy, the US, China, or even Argentina!

My discount code isn't working. What gives?

Chances are we are running a site wide sale.  If we are, then most discounts won't work because...well we have to  make some money somehow! When the sale is over, the codes will start working again. 

Can you explain the shipping time?

Ah yes! Everyone asks about our shipping time of 14-35 days.  Yes, we know it is not ideal, but it allows us to keep our prices low.  But patience is a virtue right? ;)

Please note that shipping to countries other than the United States sometimes take longer.

Do you offer expedited shipping?

We are working on that! But, because our products come from all over the world, it could get quite expensive.  But the good news is that the USPS is working with small businesses to decrease shipping times. So stay tuned.

Why did my order not come all at once?

Remember, we ship from all over the world direct from our suppliers. That means your order might come in multiple packages. Think of it like your birthday present every time you go to the mailbox! A different package everyday!  However, you should get individual tracking numbers for each of the packages.  If you signed up for text alerts, you should get multiple texts each time a package is out of delivery.

It's been a couple days and I haven't received my tracking number!

Don't worry! It's coming! The way our tracking system works is that it won't update you until the product is moving and on its way. Most of the time the system updates within 10 days of placing an order.  If it hasn't, please email us at [email protected]

How can I track my order?

Simply go to https://ohmyunderwear.com/apps/parcelpanel and put in your tracking number.

I've tracked my order, but it isn't showing any movement.  What gives?

Sometimes the packages get stuck in customs and it takes a moment to update the tracking info. If you don't see any movement for 7 days after getting your tracking number, please email us at [email protected].

I got an email that said my package was delivered, but I didn't receive it.

Check with room mates, neighbors, doormen, etc as sometimes the postal carrier gets confused and delivers to the wrong address. Check with your local post office; they should be able to tell you where the package is and where and when it was delivered.

Please ensure that the address you enter in your order is correct and that the mail carrier has access to deliver the packages.

If you included package protection in your order, please contact claims.route.com for resolution.

Lost/Stolen Packages

We are not responsible for lost or stolen items, or anything that happens to a package once it is in the hands of the United States Postal Service or any other country's mail service.

Please be sure to ship to a secure location such as your workplace or a P.O. Box. All shipments are tracked.

Once USPS or your local mail service delivers a package to the delivery address, even if it is left on your porch or in a communal hallway outside your door in an apartment, it is considered delivered. 

If you included Route Protection in your order, please contact claims.route.com for resolution.

What is your return policy?

You can return your order or parts of your order for 14 days after delivery.  If 14 days have gone by since your purchase was delivered, unfortunately we can’t offer you a refund or exchange.

All returns, exchanges and refunds must go through the Returns Center system on the website.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Here is how returns work:

  • Wrong item - full refund or replacement of correct product.
  • Don't Like It - full refund or store credit.
  • Don't Like It (sale item) - store credit.
  • Wrong size or fit - store credit or replacement to different size.
  • Gift Card - not returnable. 
  • Damaged item - full refund of replacement product.

Please note there are no refunds on sale items. But we can issue a store credit.

If you have questions, please email [email protected]

Why are some of the sizes different than I'm used to seeing?

Because our underwear is manufactured all over the world, the sizing might be a little different than you are used to.  And don't worry, just because you are normally a medium and now you are a large doesn't say anything about your self worth! :) 

Why isn't my offer code working?

If your offer code isn't working, it is probably because we are running a site wide sale.  When we do that, we don't allow offer codes because...well that would just be an insane discount! 

How can I cancel my order? 

Email us at [email protected] within 12 hours and we will cancel your order and give you a refund.  

If you need to cancel after 24 hours, email us as well. The order might already be on its way to you.  We will just ask you to return it to us and then process the refund. 

How can I make changes to my order? 

Email us within 12 hours at [email protected] and we'll make the changes.  After that, the order might already be on its way to you. 

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