MyPakage FAQ

MyPakage strives for excellent customer service and experience. Please read our frequently asked questions below, if you are having any trouble with ordering or product information.

Click on your question below to find an answer.

Do you have a size chart?

Yes we do. You can find it on our product page. We have included it here as well:

TOPS/TEES : (SHOWN AS CHEST WIDTH)

mypakage-top-sizing-chart

 

What is the inseam?

Boxer Briefs: 6.5”

Trunks: 3.5”

Base Layers and Training Tights: 26-32” (S-XXL)

Loungewear: 31-35” (S-XXL)

What if I’m between sizes?

If you find yourself stuck between the sizes posted on our size chart, we recommend purchasing the smaller of the two sizes.

Where can I buy MyPakage?

We have online stores for both Canadian and American customers, as well as local retailers that carry MyPakage across North America. You can find one near you by typing your Postal or Zip Code into the store locator. http://www.mypakage.com/locations/

What are my payment options?

Our online store accepts Visa, MasterCard, and American Express. You can also pay using PayPal. Please note our online store does not accept Debit cards.

Will my credit card be charged immediately?

Your credit card will be charged for cost of goods, any applicable taxes, and shipping once you submit your order through our online store.

Having issues with payment or fraud messages?

If you're getting a message about "fraud services" please ensure the billing information you have entered matches what your bank has on file. Shipping address can be anywhere in North America, but billing has to match your bank records. Please call your bank to clear up any discrepancies. If you are still having issues, please let us know.

Why can’t I type my address/payment information?

This is most likely a browser issues. We recommend using modern browsers such as Chrome, Firefox, or Safari - this should ensure smooth shopping!

Once MyPakage receives my returned order, when can I expect my refund/exchange order?

Please allow up to 5 business days after your return order has been received by our warehouse for your return/exchange to be processed. Refunds/exchange orders are processed shortly after receipt. Allow 1-2 business days for the credit to appear on your statement. Standard ground shipping will be used to get you your exchange order.

Why is my browser frozen?

We recommend using modern browsers such as Chrome, Firefox, or Safari - this should ensure smooth shopping! Internet Explorer is not compatible with many online shopping portals. If you’re still having problems, please give us a call at 1-855-631-1455.

How do I use a discount code?

If you have a MyPakage discount code, you can enter it during checkout on the right hand side of the screen under “Order Summary”. You will see a link that reads “Have a discount code? Click here to enter it”.

When will my order ship?

Please allow up to 2 business days from point of purchase for your order to ship.

How much is shipping?

We provide free shipping within North America on orders of $100 or more. Note: the total must be $100 or more before taxes and after any discount codes have been applied. If your order is less than $100, your shipping cost (which is based on your shipping address) will be displayed during checkout for you to review before your submit your order.

How do I track my order?

Once your order ships, you will receive an email confirmation with a tracking number. Please allow 24 hours for the tracking information to update accordingly.

Do you ship internationally?

At this time, our online stores only accept orders to North American mailing addresses. If you are interested in placing an International order, please email info@mypakage.com and we will try our best to accommodate your request.

Can I return/exchange sale items?

We are unable to refund or exchange sale items.  All sale items are final sale.  No exceptions.

What is the difference between the Pro and Action series?

The Action series have a 1.75” logoed waistband and come in a variety of fun and stylish prints. The Pro series features a 1.25” waistband, solid colours, and a ‘Pro’ logo down the leg. Both series have our Keyhole Comfort Technology and MyDry fabric - our moisture wicking material that will keep you dry throughout all of your adventures.

What is the difference between the Weekday and Weekend series?

Weekday and Weekend series are both made of a 95% modal and 5% lycra blend, making them even softer and more breathable than cotton. Weekdays are available in a variety of colours and fun prints, and come in a 6.5” boxer brief of a 3.5” trunk length. The Weekend series are upgraded with heavier, more luxurious fabric, a silk jacquard waistband, and are only available in the 6.5” boxer brief.

Why don’t your products have a fly?

Our patented Keyhole Comfort Technology is a 3-dimensional pouch that helps us create the world’s best and most comfortable underwear. We found that putting a hole in our pouch compromised the support and comfort our customer’s love.

Will you ever have basic neutral boxers?

For those looking to stock essential basics, we will be introducing neutral tones such as white, grey, and navy in the coming months. You can filter our products with the colours you are looking for in the sidebar under the “Colours” heading.

I just placed an order - can I adjust or cancel it?

Unfortunately once an order has been submitted, we are unable to adjust or cancel it. Please see our Returns & Exchanges form if necessary.  Sale items are final sale. No returns or exchanges. No exceptions.  http://www.mypakage.com/resources/returnexchange-form/

Do you have a satisfaction guarantee?

Of course! We are so confident that you will love your experience wearing MyPakage that we have a 100% Satisfaction Guarantee. However, if you feel our products do not meet your expectations you can get your money back within 14 days of purchase. You can read about how it works here: http://www.mypakage.com/100-satisfaction-guarantee/

I think I have a defective item - now what?

If you believe you have received a defective product, please fill out our Quality Control form detailing your issue. Once submitted, our customer service team will be in touch to help you out. Please do not send product back without contacting us first.  http://www.mypakage.com/resources/quality-control/

I need to make an exchange - now what?

If you received your order and would like to exchange all or part of it, please fill out our Returns & Exchanges form detailing your request within 14 days of purchase. Once submitted, our customer service team will be in touch to discuss the situation. Please do not send product back without contacting us first. Anything sent back without an authorized RMA will not be processed for an exchange. http://www.mypakage.com/resources/returnexchange-form/ Items purchased from local retailers, not from our online store(s), can only be exchanged, not refunded, and customers are responsible for all shipping expenses in this case.

I need to make a return - now what?

If you receive your items and are unhappy with them and would like a refund, please fill out our Returns & Exchanges form detailing your issue within 14 days of purchase. Once submitted, our customer service team will be in touch to discuss the situation. Please do not send product back without contacting us first. Anything sent back without an authorized RMA will not be processed for a refund. http://www.mypakage.com/resources/returnexchange-form/  Returns only apply to product that has been purchased from our mypakage.com online store(s).

Do you provide return shipping?

We're confident MyPakage will be the most comfortable underwear you'll ever own. In the rare case you need to make a return, we're happy to provide free shipping back to our warehouse. We include a return shipping form with your online purchase; however we are unable to duplicate or provide a second return label, so please hang on to the original until you are sure you are keeping the items.

How do I wash my MyPakage?

Underwear is one of the most washed items in our lives. We’ve designed our product to be thrown in a cold wash and then tossed in the dryer - it’s that simple.

How do I make a donation request?

Please send all donation requests along with your contact information on your cause to info@mypakage.com. Please note that a representative will contact you if you meet our donation criteria.

How do I apply for Sponsorship?

Please email all sponsorships requests to sponsorship@mypakage.com. Please note that due to overwhelming demand, only qualified candidates will be contacted.

How does Refer a Friend work?

We know you love MyPakage and want to tell the world about it! Our Refer a Friend program let’s you recommend MyPakage and get rewarded for it by emailing referrals or sharing through your social media account. Earn $10 for every friend you refer, and they receive $10 off their first purchase too. Remember- your friend must complete a purchase using the referral code you sent in order for you to receive a $10 discount code. http://can.mypakage.com/pages/share-earn-10

How do I create a MyPakage account?

We recommend creating a MyPakage account for a smooth checkout experience. Your shipping and billing information will be kept on file so you can complete your purchase as quickly as possible and receive your items ASAP! Sign in is located on the top left hand corner of the screen in the “Shop” section of the website. Click here to register now: http://can.mypakage.com/account/login/

Can I add my name to your mailing list?

Please do! Being a member of our Gold Members Club is a great way to stay up to date on new products, and enjoy exclusive benefits such as sale notifications, elite promotions, and exciting contest details. We also pick 1 Gold Member a month to win 10 free pairs of MyPakage! http://mypakage.us5.list-manage.com/subscribe?u=cd47d99b586d53e4eab307719&id=30f1295fe6

How do I share comments and feedback?

We love hearing from you! Our customer survey gives you the change to voice your opinions and provide feedback, which in turn helps us improve! Our Customer Feedback form can be found here: http://www.mypakage.com/resources/customer-feedback/

Does MyPakage have a Mission Statement?

Our mission is to support life’s adventures through innovation and comfort. MyPakage was founded with an uncompromising pursuit to create the ultimate comfort for men. We believe that if every man feels great, they will have the confidence to take on any experience. This belief guides everything we do. We use the most advanced fabric technology and construction techniques available to create clothing that exceeds fit, comfort, support, and style expectations. Whether you’re at work, hanging with friends, or leading an active lifestyle, MyPakage is engineered for comfort and to support all of life’s adventures.

Find out more here: About Us

What is “Permission To Play”?

Our happiest moments come when we immerse ourselves with people, environments, and activities we love. It’s in these moments that we feel we have permission to relax and be our truest self. In these moments, life is never better. A hike in the woods, relaxing with friends and family, being a tourist in your own town- think of your own version. At MyPakage, we support all of life’s adventures. We are the first thing you put on, and we want to inspire you to start every day with the Permission to Play.

Find out more here: Permission To Play