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FAQs

 

Phone

Is there a phone number I can call?

Purchasing

Where can I buy your product?
Do you accept PayPal?
Why won’t my discount code work?
Can I change my existing order?
Can you change my shipping address once my order has shipped?

Return/Exchange

How do I return or exchange my order?
I submitted a ticket. Where is my shipping label?
I can't get the system to generate a ticket, please help!!!
If I want to exchange a shirt, do I need to re-order?
How long does it take for me to get my exchange once I return the original order?
I received one of your shirts as a gift and I want to exchange. Can I just open a ticket on the return/exchange page?
Can I return or exchange my online order at a store?
Can I return more than one order in the same box?
Can I exchange for another style of shirt?

Product & Care

What kinds of fabrics do you use?
What size should I order in your shirts?
I know my size in your button downs. What size knit should I buy?
Do you have a tall or short line?
Do I have to dry clean the shirts?

Shipping

What time do overnight or 2-day shipments need to be ordered?
How do I know if my order was shipped?
Do you ship internationally?
How do I return an international order?
What does it cost to ship internationally?
How long will it take me to receive my order?
What shipping carrier do you use?
How much is shipping?

 

 


Phone

Is there a phone number I can call?

Our reps are available via phone from 11 am - 3 pm EST Monday through Friday at 888-992-3102. The best way to reach us is via Live Chat on the website or email at . Our customer service team responds promptly, usually within 2 hours during business days. Any inquiries received during weekends and holidays will be responded within 24 hours. Note: Depending on your email provider, our responses may go to your spam folder. If you do not receive a response within 24 hours, please check your spam folder.

 

Purchasing

Where can I buy your product?

All of our products are available on our webiste. Please view our store locator page to find a retail location near you! http://www.untuckit.com/pages/store-locator


Do you accept PayPal?

We do have a PayPal option at checkout.


Why won’t my discount code work?

Please make sure that you are clicking the blue “Apply” button before completing checkout. Promotion codes cannot be redeemed in conjunction with other codes. Most promotion codes can only be redeemed once per email. If you need further assistance, please contact questions@untuckit.com.


Can I change my existing order?

If you need to change an order, please email us at questions@untuckit.com. We will do our best to accommodate but we cannot change an order once it has been processed or shipped.


Can you change my shipping address once my order has shipped?

We are unable to reroute packages once they are shipped. Often times, carriers can hold packages at the local post office so we would recommend contacting them.


Return/Exchange

How do I return or exchange my order?

Please go to our return/exchange page and use your order number and email address to log in. This will prompt you to create a ticket where you can let us know which items you would like to return or exchange. We will send you a shipping label from there!


I submitted a ticket. Where is my shipping label?

Once you submit your ticket, please allow 24 hours to receive your shipping label. This will be sent to the email address associated with the order.


I can't get the system to generate a ticket, please help!!!

If you're having trouble, it's probably because you're using an email address different than the one used to place the order. Check the confirmation email to confirm the email address used and the order number. Order numbers are the 6-digit number included in the subject heading of the email order confirmation (if you are looking at the invoice included in the box, it's the 6 digit reference number).


If I want to exchange a shirt, do I need to re-order?

No, If you want to exchange a shirt you do not need to re-order. Once we receive the returned shirt* we will send the new one. *The returned shirt must be sent back within 20 days of original receipt for exchange to be processed. It will take between 7-10 days to process an exchange depending on the time of year. If you prefer not to wait for the exchange to be processed, you may place replacement order separately and return item for refund, if within return window.


How long does it take for me to get my exchange once I return the original order?

Your new product will ship within 7-10 days from the day we receive the package back to our warehouse. You will receive an email notification once your order has shipped.


I received one of your shirts as a gift and I want to exchange. Can I just open a ticket on the return/exchange page?

Shipping labels are sent to the email address on file. If you need to exchange a gift, please email questions@untuckit.com and we can assist you.


Can I return or exchange my online order at a store?

We ask that all online orders be returned through our online return/exchange process. Stores carry individual inventory.


Can I return more than one order in the same box?

You can return more than one order in the same box but please let us know when you open the ticket and include both invoices inside the package so we can handle your return appropriately.


Can I exchange for another style of shirt?

We do allow exchanges for different styles. When you open your return ticket, just let us know which style and size you would like in the text box. If there is a price difference, one of our customer service representatives will reach out to you with payment information.


Product & Care

What kinds of fabrics do you use?

We use super high end fabrics on all of our shirts, most of which are 120-2ply and offer many varieties; we would be happy to point you in the right direction!


What size should I order in your shirts?

Please take a look at our sizing guide to determine the best fit or live chat us where one of our stylists can help determine the appropriate size.


I know my size in your button downs. What size knit should I buy?

If you wear a regular fit in our shirts, we would recommend trying the same size in the knits. If you wear a slim fit, we would recommend sizing down.


Do you have a tall or short line?

Our shirts vary in length depending on size. Please email questions@untuckit.com or live chat one of our stylists and we can point you in the right direction!


Do I have to dry clean the shirts?

We do suggest dry cleaning for best results however our shirts are pre-washed so you can launder normally* and shrinkage would be minimal, about ¼”. Please see below for more detail.

  1. Dry-clean: No shrinkage
  2. Machine wash (cold) / Machine dry (delicate) or Hang dry: Negligible Shrinkage
  3. Machine wash (hot) / machine dry (normal): Shirt will shrink about 1/4 inch all the way around. This is a very small amount!
*We do suggest that the Aubon, Cinsault and Valpolicella are dry cleaned or washed cold and hang dry ONLY. All sweaters are dry clean ONLY.


Shipping

What time do overnight or 2-day shipments need to be ordered?

All overnight or 2-day shipments ordered by 2 pm eastern time be processed the same day. All orders placed after 2pm eastern will ship the next *business day.  *Please note all orders after 2pm eastern on Friday will ship on the following Monday, with the exception of holidays, which will ship Tuesday.


How do I know if my order was shipped?

You will receive an email once your order ships. This email will include a tracking number so that you can track your order. If you do not receive your order within 5 business days, please contact us and we will attempt to resolve the issue.


Do you ship internationally?

We will ship our shirts to anyone, anywhere in the globe. We will even cover part of the shipping costs. But unfortunately cannot offer free shipping on international orders at this time and so international orders will be processed with a US $12.00 shipping fee to Canada and $20 shipping to any other country outside the US. Orders to all countries except Canada will be shipped via FedEx. All orders to Canada will be sent via the US Postal Service. Timing of delivery will vary depending on where you live but will typically take 7-10 business days for delivery. There is always your typical rush order option for those in need of shirts fast! See options at checkout for further detail.


How do I return an international order?

Due to customs regulations we are unable to provide a pre-paid label for returns; we will, however, cover the cost of the return shipment for an exchange. Contact us by email and we will provide you with what you’ll need.


What does it cost to ship internationally?

We ship to Canada for $12 and we ship anywhere else in the world for $20.


How long will it take me to receive my order?

Orders are processed within 1 day of ordering and typically take up to 8 days for standard economy via FedEx Smartpost. We offer a second ground option through Fedex, which takes 2-5 business days with a fee of $5. Typically, orders for delivery to the east coast will arrive quicker than orders for the west coast.
International orders are shipped via DHL and usually take 7-10 business days for delivery. You can always track your order using the tracking code you received in the order shipment confirmation email.


What shipping carrier do you use?

Depending on location, all orders will be shipped either USPS or FedEx smart post, which is delivered by USPS. Anything over 3 items will be shipped via FedEx Ground.


How much is shipping?

We have free shipping available for all US orders. We also offer some express options at checkout for a fee. Please see more information here.


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