Frequently Asked Questions About Your Order

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How do I find out the status of my order?

Simply click on the "Order Status" button at the bottom of any International Jock page. Enter the Order Number and Email Address to display the respective (processing, delivery, tracking, etc...) information for the order.  


Will I receive an email confirmation after I place my order? When it ships?

After you have successfully placed an online order, we will send you an email confirmation outlining the details of your purchase.   Additionally, you will receive another confirmation email when your order has shipped.  Please keep these emails for future order reference.  


Can I change some of the items in my order?

We can accommodate most change orders provided your order has not shipped.  Should you want to change your order be sure to check our website to review product style, size and quantity availability and check your email shipping confirmation to determine the shipment status well in advance of the scheduled pickups.  USPS scheduled pickups are made twice (2X) daily at approximately 10:30AM and 3:30PM.     

Send an email to (info@internationaljock.com) clearly indicating your change order with product style, size and quantity selection.  Change orders will process according to product availability.  All respective credits and charges will adjust accordingly.  


What is your return and exchange policy?

International Jock guarantees that you will be satisfied with all of the products we offer.  We want you to be completely happy with anything you buy from us.  We even let you think about it for up to 30 days.  If for whatever reason you are not completely satisfied, you may return unworn merchandise with all tags attached for an exchange or refund.

When returning your order, be sure to include your order number or a copy of your original packing slip and indicate if you would like a refund or would prefer an exchange.   When requesting an exchange, please provide the style, size and color of the new item you wish to receive.  Exchange orders will process according to product availability.

If you do not have your invoice copy, please be sure to indicate your name, address, order number and reason for the return on a separate piece of paper.

Returns processed within 5-7 business days.  You will receive and e-mail once we have received and processed the returned item(s).

RETURN ADDRESS: 

UnderSports, Inc.
ATTN: Returns
829 N Highland Ave
Los Angeles, CA 90038 


I have not received my order yet. Checking the USPS tracking website says...

Label/Receipt Number: 1234 5678 9012 3456 7890 12
Status: Electronic Shipping Info Received

The U.S. Postal Service was electronically notified by the shipper on MM/ DD/YY to expect your package for mailing. This does not indicate receipt by the USPS or the actual mailing date. Delivery status information will be provided, if and when available.  Information, if available, updates every evening. Please check again later.

Your order definitely shipped if you received an email confirmation indicating your order shipped - this happens from time to time, so do not be alarmed.  Most domestic USPS Priority or First Class Mail delivery times vary between 3-5 days and sometimes 7 days.  It is possible the postal carrier did not scan the barcode on the parcel and did not update the delivery status notification.  More than likely, you will receive your order within the next day or two.  If not, please check directly with your local post office (http://www.usps.com) "Locate a Post Office" for additional parcel tracking information or contact Customer Relations (info@internationaljock.com) should you require further assistance. 


It has been two weeks, where is my (international) order.

Shipments held by customs can and sometimes do take 4-6 weeks or more for delivery although 10-15 business days is average.  Please check with your local post carrier/office to determine if your parcel is on hold for payment of Duties/Taxes as this is usually the case.  You should also check with your neighbor, door attendant or family member to see if they might have received the package for you.  

Feel free to contact our Customer Relations Department (info@internationaljock.com) should you require furhter assistance.  

    


My order item(s) have been backordered, when can I expect shipment?

Depending on inventory levels at the time you made your purchase, we may have held your order in anticipation of receiving the back ordered item within a few days from the manufacturer.  Most back orders will ship within a few days.  You will receive an email confirming the status and shipment of your order as your order is processed.   


How do I cancel an order?

Once you have submitted your order, you must send an email cancellation to Customer Relations (info@internationaljock.com) requesting your order to be cancelled.  If it has been more than 24 hours, there is a good chance your order has shipped.  If your order has already shipped, you have 30 days to return/exchange the items. 


Why do I have to pay extra (Customs/Duty Charges) to receive my package?

If you purchase goods through the Internet you should be aware that payment may be required  and customs duties and VAT (Value Added Tax) may be payable

Depending on your country of residence you may have to pay taxes, duties or other fees to your government or other authorities.   Whether duties are applied also depends on a series of continuously changing factors such as size, value, place of entry, officer in charge etc. which makes it virtually impossible for any international e-commerce site to make an accurate estimate.  If you are unsure about the regulations of your country...please contact your local customs officials.



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