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FAQ

 

Sale items are final sale—No Returns, No Exchanges.


Product Information

What makes BN3TH unique?

Our MyPakage Pouch Technology™ is a 3-dimensional pouch that lifts and supports the male package, separating it from the rest of the body. This differs from regular underwear that is 2-dimensional. The shape of the ‘pouch’ means that they eliminate skin-on-skin contact, so sweat and heat are reduced and chaffing is a thing of the past!

What is the difference between Boxer Briefs and Trunks?

Boxer Briefs are our most popular style and have a 6.5” inseam. Trunks are half that length, with a 3.5” inseam.

Can I wear BN3TH for sports?

Absolutely! Our MyPakage Pouch Technology™ lifts and supports the male anatomy, eliminating skin-on-skin contact while our innovative design eliminates chaffing and irritation. Our Pro and Entourage series are moisture wicking, quick drying, and designed to move with you.

Can I wear BN3TH for swimming?

Yes! The Pro or Entourage series are the quickest drying and wick moisture away from the body, while offering great support in the water!

How do I know which underwear style is best for me?

It depends on your lifestyle and activities. Email or call one of our amazing customer service agents if you need some help figuring out what style is best for you!

 

How do I wash my BN3TH products?

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. We recommend washing your BN3TH products with similar fabrics and avoiding towels and other abrasive materials. 

Do you have a satisfaction guarantee?

Of course! We are confident that you will love your experience wearing BN3TH. If you feel our BN3TH products do not meet your expectations you can get your money back within 30 days of purchase. This applies to full priced product purchased from our online store(s) only. Sale items and hats are final sale. 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. You can read about how it works here.

Where is BN3TH underwear manufactured?

As part of a global family, we’re more than happy to support the communities that help us deliver BN3TH to you. Our local team HQ is in Vancouver, Canada and our innovative designs are brought to life in a state-of-the-art facility in China. We’ve made every effort to find a location capable of producing the highest quality, sustainably sourced with ethical processes and our partners in China came out way ahead. They’re leading the way in environmentally-focused practices, like our use of TENCEL™ Modal fibers, where 1,800 pairs of BN3TH undies are made from just 1 tree, and for every 1 tree used, 1 tree is planted. For more information on our team, their radical quality of work, and their huge steps forward in environmental standards, check out our blog post:

READ BLOG POST

Are the products made with TENCEL™ Modal compostable?

While the TENCEL™ Modal fibres alone are compostable, and offcuts from the manufacturing process are biodegradable, BN3TH underwear is mixed with 5% spandex to increase longevity and stretch, so aren't able 100% compostable at this time.

LEARN ABOUT OUR SUSTAINABILITY EFFORTS

What are your Carbon Offsetting efforts?

We currently offset carbon emissions for all products made with TENCEL™ Modal that are sold on BN3TH.ca and BN3TH.com. To see the renewable projects we continue tp support to offset our emissions, click the "Carbon Neutral Product" link on all TENCEL™ Modal products. Lastly, at BN3TH we're committed to only supporting renewable and social projects, and do not buy carbon credits like other companies. We're not perfect, but we're trying.

LEARN ABOUT OUR SUSTAINABILITY EFFORTS

Sizing

Does your underwear fit all shapes and sizes?

We currently offer products for sizes 28-40 (XXS-XXL). We want all body types and heights to feel confident in BN3TH. If you’d like to see an additional size added to your selection or have any feedback, please fill out our contact form as we take all feedback into consideration in our designs.

Do you have a size chart?

Of course we do! Check it out here.

What is the inseam of BN3TH products?

The inseam is the measurement of the inside leg of our products from the bottom of the crotch, to the bottom of the leg cuff/seam.  See our size chart here for more details.

Exchanges

I need to make an exchange on a BN3TH purchase. Now what?

If you received your order and would like to exchange all or part of it, please fill out our Returns & Exchanges portal detailing your request within 30 days of purchase.  We will refund your order value excluding outbound shipping costs. 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. Hats and Sale items are Final Sale and cannot be exchanged. 

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. In the event we are out of stock of the your desired item, an item of the same value will be offered. 

 

Once BN3TH receives my items, when can I expect my exchange?

Please allow up to 5 business days after your return order has been received by our warehouse for your exchange to be processed. Exchange orders are processed shortly after receipt. Standard ground shipping will be used to get you your exchange order.

Can I exchange sale items?

We are unable to offer exchanges on sale items.  All sale items are final sale.  No exceptions.

Returns

I need to make a return on a BN3TH purchase. Now what?

No problem! We are happy to offer returns on all full priced BN3TH products within 30 days of purchase. We will refund your order value excluding outbound shipping costs. If you received your items and are unhappy with them and would like a refund, please fill out our Returns & Exchanges portal detailing your issue within 30 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 & your items will be returned to sender. Returns only apply to product that has been purchased from our bn3th.ca online store. Hats and Sale items are Final Sale.

Do you provide free return shipping?

In the rare case you need to make a return, we're happy to provide free shipping back to our warehouse. Using our Returns & Exchanges portal you will be provided a return shipping label once your return has been submitted. If your items came in an eco-bag, you can reuse that to send them back!

Once BN3TH receives my returned items, when can I expect my refund?

Refunds are processed shortly after receipt. Please allow 3-5 business days for the credit to appear on your statement.

Can I return sale items?

We are unable to offer refunds on sale items.  All sale items are final sale.  No exceptions.

Warranty

I think I have a defective BN3TH product. Now what?

We stand behind our product and will deal with manufacturing related issues on BN3TH product purchased within the past 1 year with proof of purchase. Please note that this policy does not apply to products that have been damaged by misuse, accident, modification, or purchased from a third party seller that is not an authorized BN3TH retailer. If you believe you have a defective product, please fill out our Warranty 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. Please note any replacement pairs provided cannot be warrantied. 

Orders & Payments

Where can I buy BN3TH products?

Our North American online web stores carry a wide selection of sizes and styles! You can find a list of retailers in your area by entering your Postal Code into our store locator, found here.

Giftcards

BN3TH gift cards are digital, NOT PHYSICAL. They are instantly delivered to your inbox upon purchasing. This gift card can either be printed to slip into a card or forwarded to another email as a gift. BN3TH digital gift cards can only be used on the bn3th.ca website. The total value can be redeemed for any product sold on the BN3TH website applying to products, taxes and shipping where applicable. If the total dollar amount is more than the gift card value, the customer can simply enter their preferred payment method to pay the balance.

What are my payment options?

Our online store accepts Visa, MasterCard, and American Express. You can also pay using Apple Pay, Google Pay, PayPal or our buy now, pay later partner Afterpay. Please note our online store does not accept Debit cards.

Will my credit card be charged immediately?

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

I’m having issues with payment, and keep receiving the message “your zip code does not match your billing address.” Help!

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.

How do I know my order went through?

Upon submitting your order, you will receive a confirmation message on the screen. Moments after placing your order, you should receive a confirmation email with your order number to the email address provided.

I have a discount code. How do I use it?

If you have a BN3TH discount code, you can enter it during checkout on the right hand side of the screen below your order summary. You will see a text field that reads “Discount”. Enter your code there and hit “Apply” for your discount to take effect.

Can I use discount or coupon codes at my local retailer?

No. These offers are valid on online purchases through our (North American) web stores only.

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.

Shipping

 

When will my order ship?

Please allow up to 2 business days from point of purchase for your order to ship. Please note that during high volume seasons such as Black Friday and Holiday order processing times may be delayed.

Where does my order ship from?

All BN3TH.ca orders ship from Surrey, BC.

How much is shipping?

We provide free shipping within North America on orders of $99 or more, excluding Alaska and Hawaii. 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 you 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.

I need to change my shipping address. Help!

Once your order has shipped, we are unfortunately unable to adjust the shipping address. However, as the receiver you may be able to! We suggest contacting the carrier and providing them with your tracking number so they can verify your information and get that updated for you.

My tracking shows that my order has been delivered- but it’s not here. Help!

Please send an email to info@bn3th.com with your order details and tracking, and we can file a claim with the carrier. We suggest waiting 24 hours between alleged delivery time and filing a claim as it is not uncommon for the order to arrive shortly after the delivery notification has been deployed. Delivery notifications are controlled by the carrier.

Do you ship internationally?

At this time, our online stores only accept orders to North American mailing addresses. Please use the country toggle on our website to view our International Distribution partners. 

Loyalty Program: The Comfort Club

How do I join the Comfort Club?

Joining is easy! Click here to get started. Once you’re registered, you’ll have the opportunity to earn points for everything from making a purchase to celebrating your birthday.

How can I earn points?

There's tons of easy ways to earn. You can see all the details here. Check back often as we’re always adding new ways to earn!

What is the dollar value of my points?

100 points = $1, 200 points = $2, 500 points = $5... You get the idea!

How long will it take for points to post to my account?

You should receive points in your account instantly once they've been earned.

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

No! We want to reward your loyalty.

How many points can I spend per order?

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

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. Points are applicable to items purchased from BN3TH.ca only. No points are earned on exchange orders.

How do I spend my points?

Log into your Comfort Club account here. Once logged in, you can shop and add items to your cart as normal, and at checkout your points will be available to redeem! You will see a drop-down on the right-hand side of the ‘Customer Information’ page under your points balance that will allow you to select the amount of points you’d like to redeem. If you're shopping on mobile, you'll need to select 'Show Order Summary' in order for your points to appear.

How do I maintain tier status?

Once a tier is earned, the dollar amount associated with each tier must be spent on BN3TH products within a year of the date earned. If it is not, you will move down a tier after that year has passed. Example: Earn Gold tier status on January 1, 2019. Must spend minimum $300 before January 1 2020 to maintain Gold tier status.

Do I get rewarded for referring friends?

Yes! Your referral link gives your friend $10 off their purchase. Your reward of a $10 credit (1000 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. To maximize your rewards, ensure any purchase, referral or engagement is done on the same country store. If you can’t see your points, there is a country toggle in both the top left-hand side and bottom of our website to find your country.

Do my points expire?

Yes, points expire after one year if you do not use any points collected or take any action to collect more points. If no action is taken, your points are expired. You can see the timeline of when you started earning points when you log in, or you can email info@bn3th.com for more details.

What happens to my points if I make a return?

When you return an item, you lose the associated credit you originally earned by purchasing the item in the first place.

LAST CHANCE 

Any inventory in the "Last Chance" section of our website is FINAL SALE: no returns, no exchanges.

Current Promotions

*Discount codes do not apply to multi-packs or sale items unless otherwise stated. Discount codes cannot be combined with Loyalty Points.

15% off for Newsletter Signup

The discount code is valid for any new subscribers to the BN3TH Newsletter. The code is valid on any full priced product and excludes 2 packs. Minimum order value of $50 before tax and after discount code has been applied. Offer cannot be combined with other discounts or promotions and is not valid on the purchase of any MyPakage product or sale items.