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 a category below, and navigate to find a question and answer that best suits your needs.

Black Friday

When will my order ship?

Please allow up to 2 business days for your order to be packed and shipped.

Will I get my order in time for Christmas?

Definitely! All orders will ship within 2 business days of purchase.

I want to place an additional Black Friday order, but don’t want to pay for shipping. Can you combine my orders to save on shipping?

We are unable to combine individual orders to ship them together. We always offer free shipping on purchases of $99 or more!

I bought items on sale during Black Friday. Can I return or exchange them?

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

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. Orders are automatically pushed through our system to ship out to you as quickly as possible.

I bought an item recently that is now on sale. Will you price match it?

We are unfortunately unable to offer price matching on items bought before Black Friday pricing was in effect.

The item I want is sold out. Can I get a rain check?

We do not provide rain checks on sold out products. These products will not be restocked.

The items I plan to order are gifts. Can you add a note and gift wrap it?

Unfortunately, we are unable to add personalized notes to orders, and we do not offer gift wrapping at this time.

The items I plan to order are gifts. Can you send them in a non-branded box?

We are unable to guarantee that your items will arrive in discreet packaging. Tracking information is emailed for every order, so you can keep an eye on its status and delivery date.

Can I use my rewards points towards Black Friday purchases?

Yes of course! You can spend your points by clicking on the points tab while logged into your customer account. Under the Rewards section, you can click Redeem next to the reward you want to claim!

I have a discount code, but it’s not working on Black Friday sale items. How come?

Our discount codes are only applicable to full priced product. All Black Friday items are sale product.


Product

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)

Pro 2-IN-1 Short: Short: 9.5-10.5"     Boxer-Brief: 8.75-9.5" (S-XXL)   Outseam: 19-21" (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.

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.

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.


Exchanges / Returns / Quality Control

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.

Can I return/exchange sale items?

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

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 21 days of purchase. You can read about how it works here: https://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. Items sent back without authorization will be returned to sender. https://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 21 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 & your items will be returned to sender. https://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 21 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 & your items will be returned to sender. https://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.


Orders / Payment

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. https://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 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.

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!

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”.

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.  https://www.mypakage.com/resources/returnexchange-form/

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 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/


Shipping

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 $99 or more. Note: the total must be $99 or more before taxes and after any discount codes have been applied. If your order is less than $99, 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.

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. You must 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 & your items will be returned to sender. https://www.mypakage.com/resources/returnexchange-form/  Returns only apply to product that has been purchased from our mypakage.com online store(s).


Loyalty Program

How much does it cost to join?

Our loyalty program is totally free! We do it to say 'thank you' to our awesome customers!

Is there a limit to how many order points I can get?

Of course not! We want to reward your loyal orders!

Can I earn points on every purchase?

If you are using a referral code or your previously earned points towards a payment, you will not receive points on the reward amount, only for the remainder. For example, if you spent $100 on a purchase but used up $5 worth of points, you would earn points on the remaining $95.

How Do I Spend Points?

You can spend your points by clicking on the points tab while logged into your customer account. Under the Rewards section, you can click Redeem next to the reward you want to claim!

Do I get 500 points just for sharing with friends?

Your referral link gives your friend immediate access to the $5 off reward. Your reward of 500 points becomes available to you when they make a purchase using your link.

Why can’t I see my points?

Points are exclusive to the country you signed up from- so if you have a Canadian account, you can only access your points through the Canadian webstore. Same goes for the USA! To maximize your rewards, ensure any purchase, referral or engagement is done on the same country store. If you cant see your points, toggle in the top left hand side of our store between the USA and Canada flag.

Do my points expire?

Yes, points expire after one year if you do not either use any points collected or take any action to collect more points. If no action is taken, your points are expired. Don't worry- we will send you a note to let you know if they are about to expire.

How many points can I spend per order?

You can spend up to 2500 points on each order- that's $25 off!

Can I receive points for an account created prior to Feb 1, 2017?

Sorry, the initial points for signing up are only allotted to new accounts created after February 1, 2017. If you already have an account, you can still earn points for sharing, and following in our social channels, as well as every single purchase that you make.


Company

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 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: https://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


Newsletter (20% Off)

How do I get my 20% off once I’ve signed up for the newsletter?

A coupon code will be delivered to the email account you subscribed with shortly after the subscription process, once you have clicked the confirmation email. Your unique coupon code will be sent from info@mypakage.com to the email address you signed up with. Please check your junk mail if you do not see the email. A delay in email delivery is possible- we appreciate your patience!

Can I use the 20% off at my local retailer?

No. This offer is valid on online purchases through our North American web stores only.

How do I redeem my 20% off?

To redeem online, your unique coupon code must be entered at checkout and is valid for one-time use only.

Are there any restrictions with the 20% off coupon code?

The offer applies to full priced product from our North American web stores only. Sales tax, shipping & handling do not qualify for discount. This offer is not redeemable for cash or gift cards, nor is it valid toward previous purchases. Offer may not be combined with any other coupons, discounts, offers, or promotions. Offer valid on in-stock items only. No rain checks issued. Other restrictions may apply.

I have purchased from mypakage.com before but only now signed up for the newsletter. Do I still get a discount?

No. This offer is valid on first purchases only. Customers who have already signed up to the newsletter but have not made a purchase are not eligible for this promotion. Customers who unsubscribe and re-subscribe to the MyPakage newsletter will not activate a discount code email.