Customer Service

Business Hours (Eastern Standard Time)

Monday, Tuesday, and Thursday – 10:00 AM to 5:00 PM
Wednesday and Friday – 10:00 AM to 3:30 PM

Telephone

(Toll Free) 1-877-360-8426

Email

To contact us online, use the form below.

Ordering Methods

For your convenience, you may order securely online anytime, 24/7. MasterCard, Visa, Discover and American Express are accepted, with complete worry-free security. That means you have no liability if your credit card account is subject to any fraudulent use or charges while being used to place an order with us.

You may also order by phone during our regular business hours.

Shipping Policy

Orders are shipped via USPS Priority Mail. Please allow up to 14 business days for delivery from date of order. We do offer expedited processing which is a guaranteed 5 business days delivery. If you have ordered an item currently out of stock or one which has been discontinued, you will receive an email to inform you. At that time, you may substitute, wait, or cancel your order.

Return/Exchange Policy

We offer a 30 day exchange/return policy for all unworn garments. To qualify, all returns must include a Return Merchandise Authorization number (RMA# see below), must be received at our facility no later than 30 days from the date of receipt, and meet all the criteria below. Items returned to our facility without a RMA# or past 30 days of customer receipt will NOT be accepted and will be returned to the customer.

Exchanges (U.S. Only)

Most exchanges are due to ordering the wrong size, so be sure to determine your correct Shapeez size by following our simple guidelines. However, we will gladly exchange your unworn item (see requirements below) for another size or style. Shipping for the first exchange is free, unless you used a coupon or promotion. We will provide you with a shipping label, via email, to return the item to us on your first exchange only.

To request a Exchange, please fill out our Contact Form, including your Order Number, or call us at 877–360–8426 during business hours. Return Merchandise Authorization numbers (RMA#), along with information on how to return the item, are sent via email within 24 hours of your request.

Returns (U.S. Only)

We will gladly provide a refund for any unworn items (see requirements below). Refunds do not include the original shipping charge or return shipping costs. You will receive the item cost only. Refunds will be issued in the original form of payment. Please allow us 2–3 weeks to process your return.

To request a Return, please fill out our Contact Form, including your Order Number, or call us at 877–360–8426 during business hours. Return Merchandise Authorization numbers (RMA#), along with information on how to return the item, are sent via email within 24 hours of your request.

Getting a Return Merchandise Authorization number (RMA#)

All exchanges and returns require a Return Merchandise Authorization number (RMA#). To request one, use our Contact Form, email us at RA@shapeez.com, or call us at 1–877–360–8426. Please specify whether you want a return or an exchange. Be sure to include your Order# in the request. We will email you a RMA# and information on how to complete the request within 24 hours. If the email does not appear in your inbox, please check your Spam or Junk folder. If you have still not received it, it is your responsibility to follow up with us in a timely manner.

Important Notes About Returning/Exchanging Undergarments

No perfume, smoking, or make up
DO NOT smoke, wear perfume, deodorant, or makeup while trying on garments in the case you have to return or exchange your item. These leave scents or marks which will make the item non-returnable. We reserve the right to refuse returns or exchanges on items that have been soiled or damaged and the garment will be returned to customer.

Any exchange/return that does not meet the criteria below will be returned to the customer.

  • All exchanges/returns require a Return Merchandise Authorization number (RMA#)
  • Items MUST BE returned FREE of all odors, such as smoke, perfume, deodorant, food, etc.
  • Items MUST BE returned FREE of all marks, such as makeup, deodorant etc.
  • All tags MUST BE attached.
  • Item(s) should be sent back in the original or similar packaging to avoid damages to the delicate garment or cups. If you need packaging supplies, you can pick them up at your local Post Office for free.
Correct packaging

CORRECT - For ALL exchanges and returns

Incorrect packaging

INCORRECT - OK for Non-Foam (Silkee) Cup Only


Send Returns, Exchanges or Damaged garments to the address below:

Shapeez
200 Perry Parkway, Suite #10
Gaithersburg, MD 20877
*If your shipment is not insured and it gets lost or damaged, we have no way of issuing credit or making an exchange.

Errors or Damaged Merchandise

In the unlikely event we mistakenly shipped you the wrong product, or in the rare event of a factory defect, simply contact us with your order number. We will gladly provide a pre-paid shipping label so you may return the item(s). Our mistake will not incur any additional shipping cost to you.

Cancellation Policy

Cancellations received prior to the shipment of merchandise will not be charged.

Credit Card Transaction Policy

Upon submission of a credit card order via the Internet, we will seek an approval code from the customer’s credit card issuer and charge the account for the full order amount at the time the order is placed unless your order contains an item not in stock at the time your order is placed. If we can not fulfill the order at that time, your credit card will not be charged until the product is ready to ship to you.

Privacy Statement

Please see our Privacy Policy for details.


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