Frequently Asked Questions

Bamboo is known to be 5 times more absorbent than cotton. In addition to being hypoallergenic and antibacterial, it has antioxidant properties. Unlike other fibers, it absorbs excess moisture more quickly and dries very fast. It is by far one of the most comfortable fabrics on the market.

All our pieces require special care. It is best to wash them on a delicate cycle and in cold water. Avoid the dryer and dry them flat if possible. Never use bleach or other products that are not suitable soaps.

Every month, we add classic underwear inventory, but to find out more, we invite you to follow our Instagram page!

Generally, we have a new collection each month. To stay up-to-date with the latest news and official launch dates, please follow our Instagram page.

Jessika    

Underwear - Top XSmall, Bottom Small
Clothing - Small

Vahiné    

Underwear and clothing - Small

Unfortunately, we cannot modify an order that has already been placed. You can write to us at info@popunderwear.com so we can check if the request has already been processed. If it has not, we can cancel it.

However, if the order has been processed, you can refer to the returns section for steps on how to return the items. Certain conditions apply.

As soon as your order is shipped, you will receive a confirmation email. If your order includes tracking, your tracking number will be active once the carrier has picked up your package from our warehouse.

Orders without tracking are shipped by stamp via Canada Post.

💰 Rates

Canada (excluding territories)

• Without tracking: $2
  
  
• With tracking, under $120: $6.50
  
  
• $120 and over, with tracking: Free
  
  

Territories and rest of Canada

• All orders: $13

United States

• Under $150 USD: $6.50 USD
  
• $150 USD and over: Free
  

International

• All orders: $20
  
  

⏱ Delays

Canada with tracking (Quebec and Ontario): 3 days processing + 2–3 days delivery

Canada with tracking (outside Quebec and Ontario): 3 days processing + 4–5 days delivery

Canada without tracking: 3 days processing + 10–15 days delivery

Territories and rest of Canada: 3 days processing + 10–15 days delivery

United States: 3 days processing + 10–15 days delivery (tracking active 24–48h after receiving the email)

International: 3 days processing + 10–15 days delivery

⚠️ Additional delays are to be expected during public holidays, Black Friday, Boxing Day, and the holiday season. Situations beyond our control may also extend these delays.

Rates may change without notice depending on ongoing promotions.

The total timeframe is processing time (3 business days after your purchase) + shipping time. Here's what to expect:

Canada with tracking

In Quebec and Ontario, allow 2 to 3 business days for delivery (approximately 5–6 days total). Elsewhere in Canada, it's more like 4 to 5 business days (approximately 7–8 days total).

Canada without tracking

Allow 10 to 15 business days for delivery, or approximately 13 to 18 days total. These orders are shipped by stamp via Canada Post.

Territories and rest of Canada

Allow 10 to 15 business days for delivery (approximately 13 to 18 days total).

United States

Allow 10 to 15 business days for delivery (approximately 13 to 18 days total). Your tracking becomes active 24 to 48 hours after you receive your confirmation email.

International

Allow 10 to 15 business days for delivery (approximately 13 to 18 days total).

⚠️ Additional delays are to be expected during public holidays, Black Friday, Boxing Day, and the holiday season. Certain situations beyond our control may also extend these delays.

You can contact the GLS team directly at 1-888-463-4266 or Purolator at 1-888-744-7123 with your tracking number.

They will be able to tell you exactly where your package is.

If they tell you that they can't find it (very rare), write to us at info@popunderwear.com. We will take care of the rest with you.

If you received the wrong order or product, please write to us at info@popunderwear.com, providing the following information:

· Your name
· Your order number
· A brief summary of the situation

*It is very important to notify us upon receipt of the order or within 10 days. After 10 days, we will not be able to process your request.*

** However, do not send back the item received in error without first hearing from us. We will send you an email if you need to return it.**

Rest assured that we are taking all necessary steps to resolve the situation and provide you with top-notch customer service!

It's simple! When you're ready to complete your order, go to the checkout page. You'll see a field labeled "Discount code or gift card." Enter your code, click "Apply," and the amount will be automatically deducted from your total.

A few things to know:

— Only one promotional code can be used per order; codes cannot be combined.

— Your gift card, however, can be combined with a promotional code. If your card balance exceeds your order total, the difference remains available for a future purchase.

— Make sure your code is valid and not expired. If the field shows an error, check the spelling (codes are not case-sensitive) and applicable terms and conditions.

Having trouble with your code or card? Write to us and we'll be happy to help!

Once the order has been paid for, it is unfortunately no longer possible to add a promo code since our system does not allow it.

Items purchased at a Pop-up or during a sale (e.g., Black Friday, Mystery Boxes, etc.) are final sale and cannot be exchanged or refunded.

If the return meets the criteria listed below, POPunderwear agrees to issue an online store credit equivalent to the order amount, including taxes, minus the initial shipping costs.

Return shipping costs are the responsibility of the customer, unless you chose the PickPack reusable packaging option.

Eligibility conditions

• The item must be returned within 30 days of receipt;
• Items must not have been worn, washed and must be in their original condition (with tags and packaging, if applicable).

Return/Exchange with PickPack packaging
If you have PickPack packaging and wish to make a return/exchange, it is free.
👉 Simply complete the form here to inform us of your return and get instructions: https://www.emballagepickpack.ca/retourner-des-articles-avec-pickpack

***No fees will apply for obtaining your return label

Return/Exchange without PickPack packaging
If you did not choose the PickPack option when placing your Pop order, you can get a shipping label for only $6.99 by completing the return form at the link below.
👉 Simply complete the form here: https://www.emballagepickpack.ca/retourner-des-articles-avec-pickpack
***A flat fee of $6.99 will apply for obtaining your return label.

Return/exchange without PickPack packaging
You can also send us your return or exchange by your own means. Write your name, order number and the items you wish to exchange. Send everything to the following address:

Pop Underwear 9200 Meilleur Street,

Office 205 Montreal,

QC H2N 2A9

Items purchased at a Pop-up or during a sale (e.g., Black Friday, Mystery Boxes, etc.) are final sale and cannot be exchanged or refunded.

If the return meets the criteria listed below, POPunderwear agrees to refund the order amount and associated taxes, minus the original shipping costs, in the form of online store credit. Shipping costs are at the customer's expense.

• The item must be returned within 30 days of the day of receipt.
• Returns/exchanges are accepted if the items have not been worn, washed, and are in their original condition.

If these conditions are not met, we will have no other choice but to return the package to you at your expense, as we will not accept your request.

We strongly recommend returning the package with a tracking number so that the package can be tracked.

Note that it may take up to five business days after we receive the package before we process your return.

You will receive an email confirmation when we have issued the refund in the form of online store credit .

All delivery charges, including those for returns or exchanges, are non-refundable.