Frequently Asked Questions

Welcome to the My Custom Undies FAQ page. We have compiled a list of common questions to help you understand our products, shipping, and policies. If you cannot find the answer you are looking for, please feel free to contact us.

1. Orders & Cancellations

Can I cancel or modify my order after placing it?

Yes, you can cancel or modify your order, but only within 12 hours of completing your purchase. Because our products are custom-made-to-order, they enter production quickly. After 12 hours, we are unable to process cancellations or changes. To request a cancellation, please email us immediately at support@mycustomundies.com with your order number.

Do you have a physical store I can visit?

No, My Custom Undies operates 100% online. Our Denver, CO address is for administrative purposes only, and we do not have a retail storefront or offer in-person services.

2. Shipping & Delivery

How long will it take to receive my order?

Because every item is made-to-order, delivery involves both handling (production) and transit time (calculated in business days, Mon-Fri):

• Handling Time: 1–4 business days
• Transit Time: 4–10 business days (US) or 4–15 business days (International).
• Estimated Total Delivery: 5–14 business days for US orders, and 5–19 business days for international orders.

How much does shipping cost?

We charge a flat standard shipping rate of $5.99 for all orders under $100. If your order totals $100 or more, you qualify for Free Standard Shipping.

Where do your products ship from?

To ensure the fastest delivery times, we utilize a distributed network of fulfillment centers. Depending on product availability and your destination, your order will ship from either our U.S. fulfillment centers or our international fulfillment partners.

How can I track my package?

Once your order finishes production and ships, we will send you a shipping confirmation email containing your tracking number. You can track it 24/7 on our tracking page: https://mycustomundies.com/pages/track-your-order

3. Returns & Refunds

What is your return policy?

Since all our thongs, boxers, and panties are uniquely custom-made for you, we have a limited return policy. We do not accept returns or refunds for buyer's remorse, wrong sizes selected by the customer, or a change of mind. We only process returns if we made a mistake (e.g., sent the wrong size, incorrect design, wrong style, or a damaged item).

If my item is defective, how long do I have to contact you?

You must contact us at support@mycustomundies.com within 14 days of your delivery date with your order number and clear photos of the issue.

Do I have to pay to return a defective item?

No. If the error is verified as ours, there is a $0 return shipping fee and a $0 restocking fee. In most cases, we do not require you to mail the defective item back; verification is handled via the photos you provide. We will then offer a free replacement or a full refund.

4. Payment

What payment methods do you accept?

We exclusively use PayPal as our secure payment processor. Through the PayPal checkout portal, you can pay using your PayPal Balance, or you can use major Credit & Debit Cards (Visa, MasterCard, American Express, Discover) via PayPal’s Guest Checkout—no PayPal account is required to pay with a card.

What currency are your prices in?

All prices on our store are listed and processed in USD (United States Dollars).