Frequently Asked Questions:
Do I need to register before I place an order?
No, you do not need to register before placing an order. You may check out as a Guest.
How can I find my proper size?
Please refer to product galleries or descriptions to find product specific charts. For any that don't include a chart, you can find general size guides here.
What methods of payment do you accept?
We accept payment by credit card: Mastercard, Visa, and American Express. We also accept PayPal, Apple Pay, Google Pay, Shop pay, Visa-Debit/MasterCard-Debit cards. Please note: Visa-Debit cards should be entered as a Visa Credit card and not an Interac card.
Do prices displayed on the website include taxes?
No, Prices on items do not include taxes. When you proceed to purchase your order, sales tax (where applicable) will be calculated on the total value of merchandise and will be displayed on your Order Summary page.
Do you restock items that are sold out?
Unfortunately, we do not restock most of our items. However, We are adding new products daily to keep products fresh & trendy.
Can I modify or cancel my order?
Our goal is to process your order as quickly and accurately as possible, therefore, we cannot change or cancel an order once it has been placed.
Why is an item that I ordered listed as “Refunded” or “Cancelled” on my invoice?
While we make every effort to fulfill your entire order, on the rare occasion we may need to cancel one or more item(s) due to inventory availability. If we are unable to fulfill your entire order due to merchandise out of stock, you will receive a cancellation e-mail and will be refunded for the unshipped item(s).
Please note: We are taking extra steps at this time to ensure customer safety during covid 19. Because of this, there may be delays with your package delivery. All packages are sterilized and placed in sterile bags upon order to keep items safe during shipping. We appreciate your understanding of shipping delays during this difficult time. We always still try our best to get you your clothing as fast as possible!
What countries do you ship to?
At this time we currently only ship to Canada & the US
Where can I locate my tracking number?
Once your order is shipped you’ll receive an e-mail containing the tracking number.
You can track your order by clicking the tracking link in the email received. For your convenience, we also have a self serve tracking page you can find here.
One of my items was shipped damaged, what do I do?
There is an error in the shipping address that I provided, what do I do?
Please email firstname.lastname@example.org as soon as possible if you made an error in your shipping address.
Please note: We will only be able to edit your shipping address before your order has shipped.
My tracking number shows that my item should have been delivered by now but I haven’t received it. What do I do?
Please check all areas where a delivery may have taken place (community mailbox, the front desk of an apartment building, a neighbor’s house). If the order has not been found, please e-mail us and we will assist you as quickly as possible.
Please allow 48-72 hours upon receipt of your order confirmation for your order to be processed. Once processed, your order will be forwarded to our carrier for shipment.
Shopping costs for Canada and US are free. Please note, all shipping details are in business days. Packages typically don’t ship on weekends or holidays.
RETURNS + EXCHANGES
What is your Return Policy for items purchased online?
Returns and Refunds are valid within 30 days from the product arrival date. Items must be returned unwashed, unworn, undamaged and with tags attached, accompanied by the invoice. 45 days after the order date we will not accept returns or refunds of items.
Products to be returned will need to be mailed to our office as directed by support. If your item has arrived damaged or is faulty (or in the event it's not your size or to your satisfaction), We ask that you go to our return portal here or email us with a photo, then we will proceed with with a refund or replacement. If there is a need to mail product for inspection, the purchaser is responsible for all shipping charges. If the return is a result of our error, we will pay for return shipping labels if the item needs to be shipped to our Canadian office.
All gift cards, cosmetics, beauty products & devices, jewelry, intimates (underwear and bras), face masks and swimwear are final sale and cannot be returned or exchanged by Mail.
- Login to our online return portal using your email address and order ID.
- Choose the products you wish to return from your order.
- Attach photos regarding the faulty product
- submit. We will contact you through email as we finish the process
Visit http://eliteintimates.returnscenter.com to start your refund or replacement. Limit, one return per order placed
I received my order but an item I ordered does not fit, can I exchange?
Unfortunately, we do not offer exchanges by mail at this time. Please view our return policy above. In this situation we would proceed with the start of the return process, you'd mail back the unwanted items. Once the items have been inspected, you'll receive your refund within 5 business days.
How soon will I receive a refund for my online return?
Refunds are processed 3-5 business days after your return is received & inspected.
If the promotion changes, can I receive a price adjustment on a previous purchase?
We do not allow price adjustments on previous purchases.
Please note: At this time, only the use of 1 discount code per purchase is permitted.
Can I sell my products in your online store?
We are not currently looking for any new suppliers. Thank you for your interest in our company.
I am a fashion blogger, how can I collaborate with Elite Intimates?
We are always on the lookout to collaborate with amazing bloggers! If you are a fashion blogger interested in working with us at Elite Intimates please contact: email@example.com and tell us about yourself. Please also include a web URL for your blog and information detailing your previous blog experience.
Can I purchase clothing from you wholesale?
We do not offer wholesale purchases on our products. Merchandise is sold exclusively online only.
Can’t find the answer you’re looking for? For all other issues, please send an email to firstname.lastname@example.org a member of our team will get in touch with you within 2 business days. Please note: Our customer support email is monitored Monday-Friday 8:30am-5:30pm with the exception of holidays.