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

Live Chat

Chat Now with a Fit Specialist

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.

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.

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

Shipping Policy

Domestic Shipping

Our Standard shipping rate is $10.95 to anywhere in the Continental United States. Please allow up to 14 business days for delivery from date of order. We also offer expedited shipping in the U.S. with pricing based on your address, calculated during checkout, as follows:

Next Day delivery (*1 business day)
Second Day delivery (*2 business days)

*Please allow 1 business day processing for Next Day and Second Day shipping options.

International Shipping

Canadian FlagCanada
Shapeez will ship to anywhere in Canada for a flat rate of $34.

Canadian FlagBeyond USA and Canada
Shapeez will ship internationally to any other country, outside of the U.S. and Canada, for a flat rate of $45.

Amazon UK
For international customers outside the United States and Canada, you can now save on International shipping on a select range of Shapeez garments through Amazon UK.
Click here for details.

Fit Issues

If you have measured correctly then your Shapeez garment will almost always be a perfect fit. However, if it doesn't feel just right, then check out the Fit Issues section on our Sizing Guide page for some possible solutions. You can also contact us using the form below to get personalized advice from a Shapeez fit specialist.

Important Notes About Exchanging or Returning 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 your item. These leave scents or marks which will make the item non-returnable. We reserve the right to refuse returns on items that have been soiled or damaged, and the garment will be returned to customer.

Exchange/Return Policy

We offer a 30 day exchange/return policy for all unworn garments. To qualify, all items must be received at our facility no later than 30 days from the date of receipt, must meet all the criteria listed in the paragraph below, and include a Return Merchandise Authorization number - RMA# (see 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.

Please note that Discount Rack and clearance items (Lacee Long - White) CANNOT be returned for an exchange or refund.

All eligible Exchanges/Returns must meet the following criteria:

  • All returns require a Return Merchandise Authorization number - RMA# (We will provide this to you when you request an exchange or return).
  • Items must be received at our facility no later than 30 days from the date of customer receipt
  • All tags must be attached.
  • Items must be FREE of all odors, such as smoke, perfume, deodorant, food, etc.
  • Items must be FREE of all marks, such as makeup, deodorant etc.
  • Items should be sent back in the original or similar packaging to avoid damage to the delicate garment or cups. (If you need packaging supplies, you can pick them up at your local Post Office for free).
  • Your package must include the packing slip from your purchase with the Return Merchandise Authorization number (RMA#) written in the space provided. (We will send you a RMA# when you request an exchange or return).
Correct packaging

CORRECT - For ALL Returns

Incorrect packaging

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

Exchanges

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 above) 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.

Note, we DO NOT offer INTERNATIONAL EXCHANGES.

To initiate an Exchange, follow the directions below for Getting a Return Merchandise Authorization number (RMA#)

Returns

We will gladly provide a refund for any unworn items (see requirements above). 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. Domestic and International items returned for refund MUST be received within 30 days of purchase.

Please allow us 2 to 3 weeks to process your return. To initiate a Return, follow the directions below for Getting a Return Merchandise Authorization number (RMA#)

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 below or email us at RA@shapeez.com. You can also call us at 1-877-360-8426. Please specify whether you want a return or an exchange and 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 our 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.

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

Shapeez
200 Perry Parkway, Suite #10
Gaithersburg, MD 20877

NOTE: If your shipment is not insured and gets lost or damaged, we have no way of issuing a refund.

Once we receive your unworn item, meeting all the requirements above, we will refund the cost of the item(s). Refunds will be issued in the original form of payment. Please allow us 2 to 3 weeks to process your return.

Refunds DO NOT include the original shipping charge or return shipping costs. You will receive the item cost only.

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. 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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