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 ships, you will receive a confirmation email. If your order includes tracking, your tracking number will become active once the carrier picks up your package from our warehouse.

Orders without tracking are shipped by stamp via Canada Post.

💰 Rates

Quebec and Ontario
— $21 and under, without tracking: $2
— $21 and under, with tracking: $12
— $21 to $114.99, with tracking: $6.50
— $115 and over, with tracking: Free

New Brunswick
— Under $150: $13
— $150 and over: Free

Rest of Canada
— All orders: $13

United States
— Under $150 USD: $6.50 USD
— $150 USD and over: Free

⏱ Delivery Times

Quebec and Ontario with tracking: 3 business days processing + 2–3 business days delivery
Quebec and Ontario without tracking: 3 business days processing + 10–15 business days delivery
Rest of Canada: 3 business days processing + 5–7 business days delivery
United States: 3 business days processing + ~10 business days delivery (tracking active 24–48h after email receipt)

⚠️ 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 are subject to change without notice based on current promotions.

As soon as your order is shipped, you will receive a confirmation email.

— With tracking: your tracking number will be active once the carrier picks up your package from our warehouse.
— Without tracking: packages are shipped by stamp via Canada Post.

Quebec and Ontario with tracking: 3 business days for processing + 2–3 days for delivery
Quebec and Ontario without tracking: 3 business days for processing + 10–15 days for delivery
Rest of Canada: 3 business days for processing + 5–7 days for delivery
United States: 3 business days for processing + ~10 days for delivery (tracking active 24–48h after receiving the email)

⚠️ During collection launches, please allow an additional 4–5 business days due to the high volume of orders.

Additional delays are also to be expected during public holidays, Black Friday, Boxing Day, and the holiday season. 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!

No, you can check out as a guest. However, creating an account allows you to track orders and save your details for future purchases.

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.