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.

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

Canada Shipping

Our weekly ship day from the US to Canada is generally on Friday, which means your order will be traceable the following Wednesday once it reaches our hub in Ontario, so depending on the day you place your order and your location, orders take between 8-21 days to arrive. Once they cross the border they will then proceed via the shipping method you selected in checkout. No duties or customs fees will apply. Please allow up to 18 days for delivery.

LIMITATIONS FOR P.O. BOX DELIVERY: We regret that we are not able to ship to any P.O. Box address in Canada using UPS due to limitations with their service. Use the Canada Post shipping option for any P.O. Box deliveries.

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 Returns

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.

Return Policy

We offer a 30 day return policy for all unworn garments. To qualify, all items must be received at our US 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.

Note: A 20% restocking fee will apply for returns of 5 or more bras per order.

Please note that we can only accept unopened bottles of Suddz, with the seal still intact, for return.

All eligible Returns must meet the following criteria:

    • All tags must be attached.
    • Bottles of Suddz must be unopened, with the seal still intact.
    • 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

    We DO NOT offer exchanges for Canada. However, you may return your item for a refund. (see above)

    Getting a Return Merchandise Authorization number (RMA#)

    All 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 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.

    Contact Us

    Feel free to get in touch with us regarding any questions about our products, sizing, your order, or a return. Be sure to include your order ID from your packing slip if you are contacting us about a return.


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