Table of Contents
- General Questions
- Paying
- Ordering
- Shipping
-
- What type of packaging do you use? Does it have your logo on it?
- How much is shipping?
- Do you require a signature for packages?
- Can you declare the customs value of my package us under a certain dollar amount?
- How is the merchandise listed on the customs forms?
- How much in duties, taxes, VAT, or other fees will I have to pay?
- How long will it take me to get my order?
- How do I ship to an APO or FPO?
- Why do you ask if an address is commercial or residential?
- What's the difference between a privacy shipping label and a regular shipping label?
Questions and Answers
- What do the fabric care symbols on the product tags mean?
-
Check out this handy PDF reference guide from the University of Tennessee.
- How do I return or exchange an item?
-
Please refer to our refund and exchange policy to determine if your item is eligible.
- What size should I buy? What is right for me?
-
Sizing choice is not based only on measurements but also on personal preferences. It's not always simple for us to say what size is right for you, but we can help recommend a size. Also, be sure to click on the "Size Charts" tab on each product page; you'll be able to see if other Skiviez customers think that product runs true to size or not.
- What forms of payment do you accept?
-
We accept Visa, MasterCard, Discover, American Express, money orders made out in USD, personal checks (US customers only), and PayPal. Checks and money orders take longer to process because they first must be cleared by the bank. Not all payment options are available to all countries. We do not accept cash.
- When am I charged for my order?
-
We verify that all items are in stock and available to ship before we charge your credit card. You are charged when your items are shipped. You are not charged for unshipped items. If an item is backordered, you'll be charged for that item separately when it becomes available.
- Do I have to pay sales tax?
-
Only residents of the Commonwealth of Virginia are required to pay sales tax.
- Why do you ask for my phone number during checkout?
-
For billing addresses, the issuing bank of your credit card might ask us for your phone number as an extra security measure when verifying your card.
For shipping addresses, we'll only call the number if a courier tells us that they're having problems delivering your order.
We will not call you to try to sell products to you, nor will we sell your phone number to telemarketers.
- How long do backordered items take to ship?
-
Backordered items are normally shipped within 30 days for items in stock at the manufacturer. However, due to manufacturer production and shipping schedules, some items can take longer. Backordered items are shipped via standard shipping, usually via USPS.
- Under "Your Account," what do the order statuses mean?
-
As we work on your order, your order will progress through several statuses. You can keep track of your order's status by visiting Your Account. Here's the order status decoder ring:
Order Statuses Status Description Pending Your order is received and is in the queue to be picked and processed. You are free to change or cancel your order by contacting customer support. Processed Your order has been picked and your payment method has been successfully charged. It's in the queue for packaging and shipping. If you cancel your order, we'll have to issue a refund. You are strongly discouraged from altering your order from this point forward. Shipped Your order has been packaged and marked with a shipping label. Please note that this status doesn't necessarily mean that the courier has picked the package up yet; couriers pick up our packages in the evening of every business day. Address Problem We had trouble verifying the billing address of your credit card. Please update customer support with the correct billing address information. Declined Your payment method was declined. For credit card payments, use the secure link in the e-mail that we sent to you to update your credit card information. For all other payments, please contact customer support. Canceled Skiviez canceled your order. If your payment method was charged, it will be refunded. Orders may be canceled at your request; Skiviez also reserves the right to cancel an order for any reason, but typically we only cancel orders that are likely fraudulent. Other order statuses might appear from time to time, but these are by far the most common ones.
- What type of packaging do you use? Does it have your logo on it?
-
We use plain cardboard boxes, grey polyamide mailing bags, or FedEx Express or UPS boxes, packs, and envelopes. There are no company logos on the boxes and none of the packaging is translucent or clear. Our return address is printed as "Skiviez" (not "Skiviez.com" or "Skiviez Underwear"). During checkout you can opt for a "plain box" shipping label which replaces the name on the return address with "Shipping Center." See "what's the difference between a privacy shipping label and a regular shipping label" below.
- How much is shipping?
-
View our shipping page for rates and a list of countries that we currently ship to. Please note that not all shipping options are available to all countries. If your country isn't listed, then we won't be able to ship to you.
- Do you require a signature for packages?
-
Some shipments do require a signature. Signature requirements are at our discretion; normally, we require a signature for large orders, typically ones over $175. FedEx requires a signature for all international shipments. If you have further questions about our signature policy, please contact customer service at info@skiviez.com.
- Can you declare the customs value of my package us under a certain dollar amount?
-
No. We cannot and will not alter, falsify, or in any other way misrepresent the declared value of an international shipment. The full amount of the purchased items will be noted on the customs declaration.
- How is the merchandise listed on the customs forms?
-
We list our items as "men's underwear." Most customs officials in countries that we ship to require more accurate product descriptions than simply "clothing." Also, items listed as "clothing" usually have higher duties.
- How much in duties, taxes, VAT, or other fees will I have to pay?
-
We cannot calculate or predict how much, if any, fees you will be charged by your country. You can contact your local customs office to find out the rates for your country. You may also contact your local FedEx or UPS office for brokerage and administration fees.
- How long will it take me to get my order?
-
Shipping times vary from state to state and country to country; they're also dependent on which shipping method you've chosen during checkout. See our shipping page for estimated delivery times for the shipping options that are available to you.
- How do I ship to an APO or FPO?
-
Shipping to an APO or FPO is easy for our military customers. During the checkout process,
- Select "United States - APO/FPO" as your country.
- Enter "FPO" (Fleet Post Office for the Navy, Marine Corps, or Coast Guard) or "APO" (Army or Air Force Post Office) as your city.
- Enter "AA" (Air Americas), "AE" (Air Europe), or "AP" (Air Pacific) as the state.
- Enter your APO/FPO ZIP code as normal.
For example,
- Why do you ask if an address is commercial or residential?
-
FedEx and UPS route packages differently through their systems depending on whether or not an address is a commercial address. We don't charge any extra fees depending on the type of the address.
- What's the difference between a privacy shipping label and a regular shipping label?
-
All of our packages are shipped in plain white poly bags, regular brown cardboard boxes, or standard FedEx or UPS boxes.
The only difference between the labels is whether or not our company name is printed on the label's return address. Here's a comparison:
There is no extra fee for either label type.
