FAQ

QUESTIONS REGARDING MY ORDER

How do I cancel my order?

To cancel an order, please contact us immediately via email at contact@mycandyunderwear.com. To expedite the processing, please mention your order number. We will do our best to cancel your order before it is shipped. However, please note that if the order is already being processed, it may not be possible to cancel it.

I chose the wrong size when placing my order, what should I do?

If you have selected the wrong size, don't worry. Please contact our customer service as soon as possible with your order number and the details of the correct size you require. We will do our best to modify your order before it is shipped.

Can I add a product to my order after placing it?

If your order has not been processed or shipped yet, please contact us as soon as possible so we can add the desired product(s). Unfortunately, once your order is shipped, we are unable to add additional products to it. However, you can place a new order and we will do our best to combine shipments if possible.

Will the package be discreet upon receipt?

Absolutely! We understand the importance of privacy. All our packages are shipped in discreet packaging without any mention of the contents on the outside. However, you will find the company name on the shipping label.

Is payment on your website secure?

Yes, the security of your payment information is a top priority for us. Our website uses advanced security protocols to protect your personal and payment data. All transactions are encrypted and secure to ensure the confidentiality of your information. So, you can shop with peace of mind knowing that your data is secure.

SHIPPING RELATED QUESTIONS

What are the shipping fees?

We offer free shipping in Canada when you reach a total purchase of $50 CAD or more before taxes. We also offer free shipping to the United States when you reach a total purchase of $50 USD or more before taxes. If you do not reach the minimum amount of $50 CAD/USD, shipping fees apply and depend on your shipping location and the shipping method you choose. For any other country, you can estimate shipping fees in your cart before placing your order.

Do I have to pay taxes and/or import duties on my package?

For orders destined for Canada, taxes will be collected at the time of payment. Therefore, you will not have any additional taxes or import duties to pay upon receipt of your package. For orders destined outside of Canada, taxes and import duties may vary depending on your country of residence and local customs laws. In many cases, international shipments may be subject to taxes and import duties imposed by the customs authorities of your country. These additional fees are not included in the total price of your order and must be paid by the recipient. We recommend checking with local customs authorities for specific information on applicable taxes and import duties for your order. Please note that we are unable to control or predict these fees as they depend on the customs policies of each country.

Do you offer expedited shipping?

Yes, we offer expedited shipping for those who need to receive their orders more quickly. During the checkout process, you will have the option to choose expedited shipping for an additional fee. This option will allow you to receive your underwear within a shorter timeframe compared to standard shipping.

When will I receive my order after purchase?

The delivery time depends on your location and the shipping method chosen. Once your order is shipped, you will receive a confirmation email containing a tracking link to track the delivery of your package. We work with various delivery partners to offer you the fastest delivery possible.

Can I change my shipping address after placing my order?

You have the option to change your shipping address after placing your order; however, it depends on the status of your order. If your order has already been shipped, please contact the carrier directly to provide them with your new address. Please note that the carrier may charge additional fees for this modification, and we cannot guarantee their acceptance. Therefore, we recommend contacting us as soon as possible to request the modification. If your order has not yet been shipped, it is likely that we can update the shipping address for you. However, once the order has been shipped, it may be more difficult to make changes. Therefore, we encourage you to contact us quickly so that we can assist you as best as possible.

How can I track my package once it's shipped?

A tracking number will be sent to you by email as soon as your order is shipped. You can use this number to track the shipment of your package on the carrier's website.

Do you deliver to my country?

We deliver to several countries worldwide. You can check the availability of delivery to your country during the checkout process. If we do not deliver to your country, please contact us via email at contact@mycandyunderwear.com, and we will check with our carriers for the best delivery option for you at the lowest possible cost.

Who is your main carrier?

We work with several trusted carriers to ensure the fast and secure delivery of your packages. The carrier used will depend on your location and the shipping method selected during payment. In most cases, we will deliver with Canada Post.

CUSTOMER ACCOUNT RELATED QUESTIONS

Am I required to create an account?

You are not required to create an account to place an order. However, we recommend doing so to take advantage of many benefits. You can easily track your orders, save multiple shipping addresses, enjoy exclusive offers reserved for members, and simplify your future purchases by saving your payment information.

What are the benefits of having a customer account?

By creating a customer account, you can access your complete order history, track the status of your order in real-time, save multiple shipping addresses for convenience, receive special offers and exclusive promotions reserved for members, and manage your personal and payment information securely.

QUESTIONS REGARDING RETURNS AND REFUNDS

What is your warranty policy for manufacturing defects or damaged products?

Our warranty policy aims to ensure your complete satisfaction with our products. If you encounter a manufacturing defect or receive a damaged product, please contact us as soon as possible. Depending on the situation, we will offer a replacement of the product or a refund of the product. We may also request photos of the damaged product to assess the situation. Our goal is to quickly resolve any issues related to the quality of our products and provide you with a positive shopping experience.

Can I return an item before receiving the package?

Please contact our customer service as soon as possible to arrange the return. Most of the time, you can contact the carrier to inform them of your desire to return the package before receiving it. If you receive it, please do not open the package to facilitate the hassle-free return. Be sure to follow the return instructions provided by our customer support team. Refer to our return policy for more information.

What if I don't like the product I receive?

If you are not satisfied with a product you have purchased, we encourage you to contact us as soon as possible. We are here to help you resolve any issues you may encounter. According to our return policy, you may be eligible for a refund or exchange. We may ask you to return the product to us in its original condition. Our goal is to ensure your satisfaction with your purchases from us, so please feel free to contact us with any questions or concerns.

I would like to exchange a product because I changed my mind.

If you wish to exchange a product for a different size, color, or model, please contact us to arrange the exchange. Make sure the product you want to exchange is in its original condition and packaging intact (the package must not have been opened). Once we have received and inspected the returned product, we will proceed with the exchange according to our exchange conditions. We reserve the right to offer you a credit on our online store for a future purchase instead of processing the exchange/return.

QUESTIONS REGARDING OUR PRODUCTS

What happens if a product I want is out of stock?

If a product you want is out of stock, you can contact our customer service for information on future availability or similar alternatives at the following email address contact@mycandyunderwear.com. Currently, we do not have a waiting list to inform you of product availability, but we are working to implement one.

Will you have more products available soon?

Yes, and we can't wait to present them to you! We have several models in development right now to add products to our collection. Be sure to check our website regularly and subscribe to our newsletter to be informed of the latest news and upcoming product releases. Follow us on social media such as TikTok, Instagram, and X to be the first to see our new products.

Are your underwear suitable for everyday use?

Absolutely! Our underwear is perfectly suitable for everyday use. Made from high-quality materials, they offer optimal comfort and exceptional durability to accompany you throughout the day, whether at work, at the gym, or at home.

How do I take care of my underwear to make them last longer?

To take care of your underwear and prolong their lifespan, here are some useful tips: Gentle washing: Wash your underwear by hand or use a gentle cycle in the machine with cold or warm water. Avoid hot water as it can damage elastic fibers and colors.

Use mild detergent: Use a mild and hypoallergenic detergent to wash your underwear. Avoid detergents containing bleaching agents or harsh additives that can damage delicate fabrics.

Air-drying: Prefer air-drying by hanging your underwear on a drying rack rather than using a dryer. The heat from the dryer can cause shrinkage and degradation of elastic fibers.

Avoid ironing: Avoid ironing your underwear, especially if they are made from materials sensitive to heat. If necessary, use a low-temperature iron and place a thin cloth between the iron and the underwear to protect the fibers.

By following these simple tips, you can extend the lifespan of your underwear and keep them in good condition for longer.

Who designs Candy Underwear products?

Our products are designed by ourselves in Quebec, Canada. We strive to create stylish, comfortable, and innovative underwear for our customers. Visit the "About us" section to learn more about us.

Where are Candy Underwear products manufactured?

Our products are manufactured in carefully selected production facilities to ensure high standards of quality and ethical working conditions. Our main partner is located in China, and they ensure that manufacturing is done while being environmentally friendly and respecting workers' rights.

Can I send you feedback about your products?

Absolutely, we always welcome feedback from our customers. We even encourage you to do so! Your feedback is valuable to help us improve our products and services. You can send us your feedback by email or via our contact form on our website. The best way to satisfy you is by collecting your valuable feedback.

What is the size chart?

Our size chart is available on our website on each product page to help you find the perfect size for you. We recommend carefully reviewing our size guide before placing your order to ensure a perfect fit.

Why don't you make XS and/or XXL sizes?

We strive to offer a range of sizes as inclusive as possible to meet the needs of our customers. We take customer feedback into account and continually assess our size range to better meet demand. We will consider your request for the addition of additional sizes to our product range in the future. Eventually, it is one of our priorities to add these sizes.

FOR ANY UNANSWERED QUESTIONS IN THIS FAQ

Contact us using the web form on the Contact page or directly send us an email at contact@mycandyunderwear.com. We will be happy to answer all your questions! Be sexy, be Candy... ;)