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FAQ

GET IT BY CHRISTMAS*: Ground orders must be placed by December 12th. Express orders must be placed by December 18th.

HOLIDAY 2019: We are happy to extend our Returns and Exchanges policy to all full priced merchandise purchased from November 18th 2019 - December 19th 2019 from our BN3TH.ca online store. Sale items are final sale—No Returns, No Exchanges.

BLACK FRIDAY 2019: All products discounted during Black Friday are FINAL SALE. No substitutions or exchanges. No rain checks or price adjustments.


Black Friday

Do the Daily Deals expire?

Daily Deals are released one at a time throughout the week from Monday through Friday and are valid until December 1 2019 at 9am PT.

Can I return or exchange the discounted items I purchased during Black Friday/Cyber Monday?

No. All discounted items purchased during Black Friday/Cyber Monday will be final sale including Daily Deals. NO EXCEPTIONS. Please make sure you double check your sizing before you checkout.

Can my loyalty points be used during Black Friday?

Yes! Make sure you are logged in to your Comfort Club account to take full advantage.

Can I 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 and free shipping on every order for our Comfort Club Gold tier members!

Can I combine discounts codes and promotions?

No. All discount codes will be inactive during our Black Friday sale. This blackout period runs from November 26 to December 3 2019.

Can I change or cancel my order?

No. Once an order has been placed, we are unable to adjust or cancel it. Orders are automatically pushed through our system to ship out to you as quickly as possible. Please double check your sizing before you checkout.

When will my order ship?

Due to the high volume of orders placed during Black Friday you may expect a delay in your order being shipped. We aim to have each order processed and shipped within 48 business hours. You will receive an email once it has left our facility.

I put the wrong shipping address on my order. What can I do?

If you’ve already placed your order and noticed you input the incorrect shipping address, please email our Customer Service team immediately at info@bn3th.com or call us toll free at 1-855-631-1455. Please include your order number and correct shipping address and we will try our best to update your address before it ships. If your order has already shipped, you will need to contact the carrier and provide your tracking number in order to update your address, as once a package has left our warehouse, we are unable to make changes to the destination.

Will I get my order in time for Christmas?

You should absolutely have your order by Christmas, as long as there are no issues with the carrier! We aim to ship all orders within 2 business days of purchase.

Can I get my order sent in a non-branded box? It’s a gift.

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

Can you add a note and gift wrap my order?

We are unfortunately unable to add personalized notes to orders, and we do not offer gift wrapping at this time. So sorry for the inconvenience!

Do you price match?

We are unable to offer price matching on items bought before Black Friday pricing was in effect, or on items purchased throughout the promotional discount period (November 25-December 2 2019) as per our advertised policy.

Do you offer rain checks?

We do not provide rain checks on sold out products. Many of these products will not be restocked as we introduce a new collection each year.

I contacted Customer Service. When will I hear back?

Due to the high volume of customer inquires during Black Friday, you may receive a delayed response. We aim to get back to you within 3-5 business days. Thank you so much for your patience!

Holiday 2019*

When do I have to order by to get it by Christmas?

Ground orders must be placed by December 13th. Express orders must be placed by December 18th. *Please note that all orders ship from Surrey, BC. Holiday cut-off dates are provided based off of carrier timelines. BN3TH cannot ensure the exact arrival date of any order.

What is the Holiday Returns & Exchanges Policy?

We are happy to extend our Returns and Exchanges policy to all full priced merchandise purchased from November 18th 2019 to December 19th 2019 from our BN3TH.ca online store. If you have items from this time period that you wish to return or exchange, you must fill out the Returns and Exchanges form. All Return and Exchange requests will be processed starting January 2nd, 2019. All forms must be submitted by January 22nd 2019 in order to be considered. Items purchased from local retailers can only be Exchanged, not Refunded. The same dates & rules apply as listed above, and customers are responsible for all shipping costs. Any items purchased during Black Friday promotions are final sale.

Product Information

What makes BN3TH unique?

Our MyPakage 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 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, and the Pro 2 IN 1 Shorts and Full Lengths have built in underwear resulting in one easy, comfortable waistband.

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. Live chat with one of our amazing customer service agents if you need some help figuring out what style is best for you!

Why don’t your products have a fly?

Our patented MyPakage 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 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 21 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.

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 a pair of 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 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. 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 21 days of purchase. 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 & 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. We include a return shipping label 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. 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 6 months 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 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. 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

What are my payment options?

Our online store accepts Visa, MasterCard, and American Express. You can also pay using Apple Pay, Google Pay and PayPal. 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. 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.

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. If you use a discount code and make a return, you will be refunded the price you paid for the item after the discount was applied.

 

Black Friday

Offer valid Monday November 25 - Monday 3 Dec, 9:00 am PT. The Black Friday offer and ‘Daily Deals’ are only valid on select items. All products discounted during Black Friday are final sale, while quantities last. No substitutions or exchanges. Offer can be combined with rewards points. Offer cannot be combined with any other discount codes. No rain checks or price adjustments.

$500 Giftcard for Newsletter Sign Up (Contest Closed)

Sign up for our newsletter and be entered to win a $500 gift card for BN3TH.CA. Must be a new customer to enter. Contest ends 11/28/19 at 12pm PT. Winner will be randomly selected and notified via email.

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.

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