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FAQs | UNTUCKit

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?

Returns

How do I return or exchange my order?
Do I need an account to process a return?
How long will it take to process my return if purchased in the US?
How long will it take to process my return from U.S. territories and military bases (APO/DPO/FPO)?
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?

Exchanges

We’re happy to accept exchanges within 30 days of the delivery date.
How long should it take to process my exchange?
What if my exchange order costs less than my E-CREDit?
What if my exchange order costs more than my E-CREDit?
When should I mail back the item(s) I want to exchange?
What if my exchange arrives at the warehouse before my E-CREDit has been used?
How do I exchange an item I believe to be damaged?

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?

We do not have a phone number at this time, but will in the near future. You may reach us 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 red “Apply” button before completing checkout. Only one promotion code may be redeemed at a time. 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 and 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.

Returns

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!

Do I need an account to process a return?

You do not need an account to process a return. All you need is the email address associated with the order that was placed along with the order number. However, creating an account with us will keep you up to date on all the newest announcements and keep your order history in one place.

How long will it take to process my return if purchased in the US?

It can take between 3-5 business days to process your return at our warehouse. Once processed, it could take an additional 3-5 days for your bank to generate a refund back to your original form of payment.

How long will it take to process my return from U.S. territories and military bases (APO/DPO/FPO)?

If returning from a U.S. territory or military base outside of the 50 States, shipping may take a few days longer to arrive at the warehouse; this could delay the processing of your return. Please allow up to 4 weeks from the time you ship your return to see your refund posted back to the original form of payment.

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.

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

You’re able to return all of your items in the same box (let’s save some trees!) Please follow the instructions below.
*Pack your items along with their corresponding packing invoices. If you can’t find your original invoice, please include the shipment or order number for each order you’re returning. You can find your shipment and order numbers by signing in to your UNTUCKit.com account.

Can I return final sale items?

At this time, returns cannot be accepted on items marked “Final Sale.”

How can I return a gift?

Please visit returns.untuckit.com. Below the field where you are asked to enter your email address, click “Returning a Gift?” Follow the instructions to successfully process your return.

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

You are more than welcome to return or make an exchange in-store! Just make sure to check out the below link for our ever-expanding store locations and directions.
Store Locations

Why was I offered an UNTUCKit E-CREDit when all I want to do is return my item for a refund back to the original form of payment?

You have the option to waive the refund back to the original form of payment and instead, take advantage of the UNTUCKit E-Credit offer. An UNTUCKit E-CREDit allows you to shop for something new right away on our site. The voucher will need to be used at checkout. Please be sure to ship the return using the prepaid return label!

I would rather just receive a refund back to my original form of payment!

No Problem! Just print your return label found in the email confirmation and ship your goods back to the warehouse. It can take between 3-5 business days to process your return at our warehouse. Once processed, it could take an additional 3-5 days for your bank to generate a refund back to your original form of payment.

Exchanges

We’re happy to accept exchanges within 30 days of the delivery date.

After you complete your exchange, you’ll receive an E-CREDit (a voucher that equals the total amount paid for the item you are exchanging.) You can then easily repurchase your new item using the E-CREDit code provided.

How long should it take to process my exchange?

The exchange will be treated as a brand-new order and processed immediately from the time you click “Confirm!” Look out for your confirmation email once the order is placed. The transit time of your order is based on the shipping service level you chose during checkout.

What if my exchange order costs less than my E-CREDit?

You will get a refund back to the original form of the payment provided.

What if my exchange order costs more than my E-CREDit?

You will need to enter your credit card information for the balance.

When should I mail back the item(s) I want to exchange?

Return your unwanted item(s) as soon as you can, using the return label provided. Please remember to include the original packing invoice! You have 30 days from the time that the order arrives at your door to declare your return and send the goods back.

What if my exchange arrives at the warehouse before my E-CREDit has been used?

You’ll be refunded in full to the original form of payment, and will be asked to simply provide a credit card at checkout to place a brand-new order.

How do I exchange an item I believe to be damaged?

During your online exchange, click “My Order Was Damaged.” You will download a shipping label and automatically receive your E-CREDit. You can then repurchase your new item using the E-CREDit code provided.

If you think you’ve received a damaged or defective item, please contact questions@untuckit.com and include the following info:

- The original order number & your current shipping address
- A short description of the damage
- Photographs of the defective or damaged item may also be included

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.  All orders will be sent via the US Postal Service unless you instruct us to do otherwise when prompted to do so during the checkout process. 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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