FAQ

STORE

ORDERING ONLINE

PAYMENT

SHIPPING

RETURN POLICY

STORE

Where are you located and when are you open for business?

You can find all of our various locations and business hours in our Contact Us section!

How do I contact someone for questions/comments?

You can call us toll-free at 1-866-898-6337 or email aislinn.maxwell@underworld-shop.com and we’ll be happy to help you!

Does the website have the same items as your stores?

All of our online items are actually in stock in our Montreal stores. If you would like to find out at which location an item is located, feel free to give us a call!

Is your site just an online store, or is there other stuff to check out?

We also have a blog with videos from our UW team riders, information on upcoming events, a news section announcing our latest arrivals, and monthly contests for free gear!

Can I have a discount?

We offer 10% rebates when you order 3 tops, a complete outfit, or a complete skateboard or longboard. You can also check out our liquidation sections for more reduced prices on items. We also offer free Standard Shipping on prepaid orders over $100, or free Standard Shipping on C.O.D. orders over $150. If you choose Express Shipping, the cost of Standard shipping will be removed from your total. Shipping rebates are only offered to Canadian residents.

Do you have online support?

Yes we do! If you have MSN Messenger, you can add underworld-shop@hotmail.com to your contacts. We’re available during the website’s business hours.

ORDERING ONLINE

How do I go about placing an online order?

First, you will have to create a user account with all of your billing and contact info. Once logged in, you can go around the site selecting your items. When you go to check out, choose your payment and shipping options, fill in the necessary information, and process your order. You will receive a confirmation email shortly after.

I entered the wrong information, how can I change it?

If you accidentally saved the wrong information, no worries, you can go back to your Account and change it under My Info.

I’ve forgotten my log-in information; can you tell me what it is?

Unfortunately we do not have access to your log-in information, as it’s all done by robots. Click the “Forgot your Password?” link and fill in your email. The robots will email you your info in a few minutes.

How do I check my order status?

In your account, choose Order History. It will give you information on your current order’s status, as well as previous order information.

Why didn’t I receive a confirmation email?

This could be because your email was not entered correctly, or we do not have your current email address on file.

If your email is correct, check your junk mail box. If we’re in there, be sure to add us to your safe list, as we send you all order updates with this email.

The rare occasion is that your check-out didn’t finish properly and we never received your order. Please check your Order Status or give us a call to confirm.

How long does my order take to be processed by your team?

It really depends on what your order and when. If you order after business hours, your order will not be checked until the following business day (sometimes this can go over the weekend). Once your order is printed, the item(s) you have ordered may have to be transferred from our downtown location, which are received the following business day. If you don’t see a status update after more than 3-4 business days, there may be a problem with your order, so feel free to contact us if you have any concerns.

I tried to order, but it says “No transporters available in your region”.

This may be due to shipping restrictions, but if you live within Canada or the United States, you should not be receiving this message. Go back to your Info and verify your address. It is common for people to choose the wrong province or state. If there is still an issue, call us and we’ll try to figure it out.

Can I change my order after I’ve already checked out?

It is possible to modify an order, as long as it hasn’t already been shipped. If you would like to change something, please contact us as soon as you possibly can!

How do I cancel my order?

We prefer if you contact us by phone to cancel orders, that way we can intercept it before it gets shipped. Emailing is not ideal as we may not get it in time. If this is your only option, please email us as soon as possible at 911@underworld-shop.com. Do not reply to your email confirmation as it will not be read by our staff.

What happens if an item I ordered is out of stock or missing?

When this happens, we will call or email you to inform you of the missing item. You can choose to replace the item with another, take a store credit for your next order, or be refunded. If we are unable to contact you after a few days, we will ship what we have and refund the missing item.

PAYMENT

What are your methods of payment?

You can pay using Visa/MasterCard, Interac Online, C.O.D. (Cash on Delivery)*, or by sending us a money order.

*Some territories are excluded from using this form of payment due to an increased amount of returned packages. We apologize for the inconvenience.

Is your site secure?

Underworld’s up to date technology and security measures are there to protect you. Our transactions go through a payment server secured and managed by Desjardins and our servers use the latest information transmission technology (Secure Socket Layers) and highly secured encryption.

Encryption is a technique used to secure transactions made on a public payment system. By locking access to information, encryption entitles only the recipient to see information. Therefore, any information submitted and encrypted can not be read by a third party during transfer to financial institution. Moreover, Desjardins payment services apply their own security protocol to insure the highest security level during the transaction.

What is a Card Verification Number?

This is the 3-digit number on the back of your credit card. This is to ensure that you have your credit card on hand to prevent fraudulent use of credit card numbers.

How do I pay Interac Online?

First of all, you need to have an account with Royal Bank of Canada, Scotia Bank, TD Canada Trust, or Bank of Montreal. Secondly, you have to have online banking with your financial institution. When you come to checkout, choose your shipping method in the dropdown menu, verify your total, click Pay With Debit Card, and Confirm Order. You will be redirected to Interac Online’s website, where you will choose your bank and log-in to your online banking page. This is where you confirm payment and your order is processed.

What is your C.O.D. Policy?

New clients will be contacted by phone or email. This is to verify that the client understands the importance of collecting their package once it is delivered. Individuals that do not collect their packages or REFUSE packages will no longer be allowed to use the C.O.D. option, and will have to prepay for orders.

Return clients can make C.O.D. orders pending a clean file. That is, all previous C.O.D. packages must have been collected.

If you have a package waiting at the post office, we will hold any new orders placed until that package has been collected, which we check with your last tracking number.

I would like to send a money order, how should I do this?

The first thing to do is to make sure that we have the items you want in stock, and that we can put them aside for you, otherwise they might be sold in our stores while your money order is being sent. You should choose C.O.D. as your payment method, but include a note in the comments box that you plan on sending a money order. We will hold your items for one week.

Are there taxes on my order?

GST and PST are applied to all orders, according to the customer's home province. No taxes are charged on US orders, as well as on orders from Canadian native reserves.

How will I recognize my purchase in my bank statement?

It will be billed as Underworld Music Inc, our official company name.

SHIPPING

What are your shipping options?

You have the choice between Standard and Express Post Shipping.

Do you offer shipping rebates?

We offer free Standard shipping on orders over $150, or the Standard cost deducted from the cost of Express.

Do you ship internationally?

Unfortunately we are only able to ship within Canada and the U.S. at this time.

Can I ship to an address other than my billing?

Yes you can, although it must be within the same province as the billing address. We may contact you to confirm your addresses. If it’s absolutely necessary that we ship to a different province, you will have to place the order by phone with one of our representatives.

What company do you ship with?

We ship all orders with Canada Post.

Can you provide me with a tracking number?

Yes, we always email you a tracking number once your package has left, so be sure to check your emails or your Order History in your account.

How long will my order take to ship?

It depends on what shipping option you’ve chosen and where you live. When we send you your tracking number, you can check the Canada Post website for your Service Standard Delivery Date, which will give you an idea of when to expect it.

Canada:
Canada Post – Standard : 1 to 7 business days.*
Canada Post – Express : 1 to 3 business days.*

USA:
Canada Post – Standard USA : 6 to 14 business days.*
Canada Post – Express USA : 3 to 5 business days.*

For more information on your package, check your Order Status in your Profile.

Additional delays may happen at customs.

No deliveries on weekends and holidays.

*Some exceptions apply

RETURNING AN ITEM

What is your return policy?

If you are unsatisfied with an item, you should call us toll-free at 1-866-898-6337 and ask for a Return Number. You absolutely must be approved for a return before sending your item back. You must also include a copy of your receipt and send it in with the item, and specify on the receipt what the problem is. You have 30 days upon receiving your package to do so.

If we have sent you the right item, but you are not satisfied with size, colour, etc, you will pay all shipping costs and can choose between an exchange and an online store credit.

If we have sent you the wrong item, or a defective item, we will email or fax you a return label to pay for the shipping. We will ship you the correct item once we receive your return. We may ask you to email us some photos of the item before approving your return to confirm the defect in your item.

What do I need to qualify for a return?

Clothing: MUST be in perfect condition, unworn, unwashed, exactly how they were when we sent them to you, with original tags.

Shoes: MUST be in perfect condition, unworn, no scuff marks, exactly how they were when we sent them to you, with their original boxes.

All other items: MUST be in perfect condition, in original packaging if applicable.

Any items returned that do not fit these descriptions will immediately be returned to you at your expense.

What about sale items? Are they final sale?

Any item on the website purchased with 20% or more off is considered as final sale. No exceptions.