We aim to process orders within 3-5 business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has shipped. There may be potential delays due to a high volume of orders or postal service problems that are outside of our control but we will do our best to get your shipment delivered.
For calculated shipping rates: Shipping charges for your order will be calculated and displayed at checkout.
Please review and ensure that you have entered the correct address. We are not responsible for non-delivery due to errors in the address that you provide. If an order is returned due to an incorrect address, we will refund the original order (excluding the shipping fee) and ask that you re-submit your order.
International orders do not include applicable taxes and duty fees during checkout. The shipping fee covers the cost of transporting and delivering your parcel. The international taxes (such as value added, tax, or vat) are set by the destination country so you will be responsible for paying the required taxes & duties upon delivery and the shipping carrier may not release the package without payment of fees. Customers are responsible for all international duties upon arrival. Please check your local government agency for these costs.
When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available. If you haven't received your order within 7 days of receiving your shipping confirmation email, please contact us at firstname.lastname@example.org with your name and order number, and we will look into it for you.
Please ensure you report any issues within the respective deadlines.
Damaged: Within 7 days of when the package was marked delivered.
Defective: Within 7 days of when the package was marked delivered.
Wrong Items: Within 7 days of when the package was marked delivered.
Missing: Within 7 days of when the package was marked delivered.
Quality: Within 90 days of when the package was marked delivered.
Returned-to-Sender & Refused Package
Returned-to-Sender or Refused packages will be restocked and you will be issued store credit in the form of an E-Gift Card. For International Orders, if the package is refused, a refund will be processed less return shipping fees. We will do our best to get your package delivered, but we do not take responsibility for lost, misplaced, or incorrectly delivered shipments if the address information provided is incorrect at the time of purchase.
Return Exchanges/Store Credit/Refund
Focus Rich Mystery items are final sale and are NOT eligible for return or refund.
Returns are accepted within 30 days of order delivery. All returned items are inspected before an Exchange/Store Credit/Refund can be processed so please ensure that the items are in new, unworn, and unwashed condition; to include being free of smells, stains, makeup, deodorant, and/or bodily fluids. We reserve the right to refuse returns that show signs of wear or do not meet the above criteria.
We only accept underwear in unworn condition, with original stickers, in unopened polybags for exchanges or returns. We understand that sometimes you may need to order two or more sizes to find your perfect fit even in our underwear. We ask that you only open up the plastic polybag on the underwear you have chosen to keep. Once underwear is removed from the package, it is considered worn and will not qualify for exchanges or returns.
We do not accept returns for masks or lighters.
Returns are completed with either a refund back to the original form of payment, an exchange, or store credit for an additional purchase.
Exchange requests are subject to product availability. If the requested item is no longer available at the time of return processing, a credit will be issued.
Shipping and Handling Fees
The $8.00 fee will only be applied to returns with a refund.
Return Processing Time Frame: 5-7 business days once the return package is received.
We can process a return for our international customers, however, our return labels are available for use by U.S. Domestic customers only so a return shipping label is not provided. After we receive your product, we'll process your return within 5-7 business days, and any exchanges will be shipped back to you during that week. We ship out free exchange orders, however, we are not responsible for additional charges associated with your countries' customs taxes/duties, nor can we predict what these charges may be.
Email Support, 7 days a week: by using the contact form on the website.