How can we help?

 

Shipping & Tracking

Do you ship in other countries than US?

For the moment we only ship to U.S. Territories and Canada. Standard shipping to Canada is $5.95.  All non-U.S. orders may be subject to customs fees that are out of our control. These customs fees are processed by the Canadian government and chosen at their discretion.

How much does shipping cost?

For orders under $55 the shipping fee is a flat fee of $4.95 but check out for more offers to come!

How long does shipping take?

In most of the cases, you may receive your package within 3-7 business days of the shipping date to a U.S. address. However, due to Covid-19 newly applied safety measures and other conditions beyond our control, the delivery can occasionally result in delays.

I cannot access any tracking information. Is my order lost?

Over the past few months, due to Covid-19 the shipping carriers encountered more demand than usually. It resulted in a number of different types of delays. We’ve had several reports of tracking info never updating, or rarely updating, and the package suddenly showing up at the address.  Rest assured, your order should be delivered soon

Do You Ship To P.O. Boxes/Apo/Fpo/Dpo?

Yes, we ship to p.o. boxes/apo/fpo/dpo via UPS Mail Innovations. Please note that if you need to return/exchange orders shipped to an apo/fpo address, they are ineligible for a complimentary return label. 

How Do I Track My Order?

 When your order ships, we will contact you with a shipping confirmation and tracking information. You can [track_link] or in you account under Order History. Just select the order you would like to track and click on the "Track Package" button

What If I Didn't Receive My Tracking Email?

First, check your spam/junk folder. A shipping confirmation with your tracking number will be sent to the email address you provided as soon as your order is shipped.  If you are unable to locate your tracking email, you can use the dedicated tracking page and search by your email address and zipcode.

How fast can I expect my order?

First, check your spam/junk folder. A shipping confirmation with your tracking number will be sent to the email address you provided as soon as your order is shipped.  If you are unable to locate your tracking email, you can use the dedicated tracking page and search by your email address and zipcode.

Why am I getting a refund while I was expecting my order?

Sometimes on seasonal holidays and due to our new various safety measures, our warehouse may be a bit backed up and we don’t want you to wait too long for your order. You may replace the order at any time as this issue is not happening on a daily basis. 

Why is my order still processing after more than 3 days?

We usually ship out orders within 1-2 business days. However, in 2020  we’ve implemented many safety measures in our warehouse to protect our staff and the fulfilled orders. For this reason, some orders are sometimes affected by processing delays.

My order is still unfulfilled, will it be shipped soon?

We’re currently working on shipping it as fast as we can. Your order should ship out in the next few business days and once it does, you’ll receive an email with the tracking details. 

Exchanges & Returns

What Is your Exchange & Return Policy?

Exchanges & Returns are easy and convenient! Free tracking is included for all addresses within the U.S.  Final sale items are not eligible for returns. A $5.95 restocking fee applies per returned order. This particular policy applies to all US orders. Please contact our helpdesk via the contact form and request your return label. 

For International returns please contact us for more details. 

Can I exchange or return a tried on item?

The items must be sent back in their new, unworn condition within 30 days of delivery, with the tags attached. The items can be only tried on (preferably over a pair of shorts), but not washed or worn prior to the return, otherwise they will not be accepted.

How can I return an item?

To process a return, you just need to contact our helpdesk and request your return label. Print your pre-paid Return Label and affix to your the package. Make sure to cover or remove any original shipping information.

How long does it take to process a return?

Returns are typically processed within 30 days when you drop the package in the mail. You will be refunded once the return gets processed by our warehouses.

Can I return your products that I purchased from another online store or I received as a gift?

Unfortunately, if we don't have access to the original order we cannot send you a return label.

Account information

How can I unsubscribe from the newsletter?

You need to scroll down at the end of any email received from Sustainabl and just press the underlined "unsubscribe here". 

What do I do if my login/username/password is not working?

Please verify if you haven’t logged in on our website using one of your social media accounts. If it’s still not working, please contact customer service for assistance. 

Payments

I didn’t receive my refund; how much longer do I have to wait?

Reimbursement of funds will be allocated back to the original form of payment used for purchase. We will be sure that you will receive a separate email once your refund will initiate.

Does your company take FSA cards for purchases on the website?

At this time we do not have the ability to process FSA cards on our website. Should this change in the future we will definitely share this with all who are subscribed to our mailing list. You may use the receipt from the purchase to file a claim for reimbursement with your FSA provider. Be sure to confirm this was your provider before making a purchase. 

What Kind Of Payment Methods Do You Accept?

We accept the following payment methods: Visa, Mastercard, Amex, Discover, Paypal, Google Pay, Apple Pay.

Order information

My discount code is not working, what can I do to still take advantage of the offer ?

You may need to verify if there is no other active discount code automatically applied to your order. Also, you may check the availability of the discount code as many of them are for 1-time use only.

How can I update my order?

Once an order has begun processing, we are unable to make any changes to it. This includes updates to shipping information as well as product selections. Please be sure to carefully review your order before submitting it.

How do I cancel an order?

At this time we cannot guarantee cancellation of orders.

Why is my order on hold?

You may be contacted via email for verification as all orders are subject to review. The sooner you get back to us, the sooner we can ship out your order.

Shop Pay Installments

What's the option to pay in installments with Shop Pay?

When checking out with Shop Pay, you now have the option to pay now or later. Paying in installments with Shop Pay allows you to split your purchase into 4 equal, biweekly installment payments—with 0% interest, no hidden or late fees, and no impact on your credit score.* In some instances, your first payment is due when you make your purchase; otherwise, your first payment is due 2 weeks after your purchase.

Which payment methods are accepted if I use the option to pay in installments with Shop Pay?

The Shop Pay installments option is available for debit and credit cards.

Are there late fees?

Nope—no late fees, even if you miss a scheduled payment.

What if I make a return on a purchase made through installments with Shop Pay?

If we process a refund, the refunded amount will be returned to your original payment method within 3–10 business days, and your balance will be updated.

If your refund is less than your total purchase balance, it might not lower your next payment. Instead, you can expect fewer payments, a smaller final payment, or both.

If your refund is more than your purchase balance, the difference will be returned to your original payment method within 3–10 business days.

Have more questions?

For questions about installment payments with Shop Pay, visit shop.affirm.com/help.

For questions about Shop Pay or the Shop App, visit shop.app/help/shop-pay.

Product Inquiries

How long do the panties last?

The panties should last as long as any other typical panty as long as they are properly cared for. We recommend either hand washing or washing in cool water on a gentle cycle with a garment bag and without any fabric softeners.

Where are your products made?

Our design and fit are made in-house in New York; while we source and manufacture our products with a small, trusted group of suppliers across Asia and Europe. Our manufacturers are among the leading specialized undergarment producers in the world.

What are the panties made of?

We have two panty fabric lines to choose from. One is made of 95% Organic Cotton and 5% Spandex, the other is made of 85% Nylon and 15% Spandex. The layer that touches the skin is made of organic cotton. The only fabric that may contain plastic is the last internal PUL layer in the crotch and it never touches your skin. 

For more specific details for each style, you can refer to the details tab that's found on its respective product page.

Are panties free from harmful chemicals?

Our panties have been tested in external laboratories for potentially harmful chemicals and are certified PFAS-free. The absorbent technology uses a PUL ( Polyurethane Laminate) Leakproof layer. As mentioned in every product description, our products are Certified PFAS-free by external labs.

Do the panties shrink after wash?

Normally, if you hand/machine wash them with tepid water, the fabric will not shrink. However, we don't advise you to use hot water as it may break the protection layers.

Are all of your panties anti-microbial?

Yes, all of our panties or styles have a thin layer of comfy, ultra-soft & anti-microbial fabric that keeps you dry all day, it also has other 3 layers of fabric for ultimate comfort & protection.

1.Wicks Moisture, A thin layer of comfy, ultra-soft & anti-microbial fabric keeps you dry all day.

2.Neutralizes Odor, nothing to smell here—this layer banishes odors for endless freshness.

3.Absorbs, A super-fine middle layer absorbs your flow all day, all night, whenever you’re wearing ‘em.

4.Keeps Leaks At Bay, the inner layer is totally leak-proof, guaranteeing stain-free everything.)

Can I use your product for bladder leaks?

Our products can be used for light bladder leaks.  Our last layer contains a PLU fabric that helps prevent potential leaks. Pick the Super Super absorbency power which is equivalent to 36ml or  7.3 teaspoons.

Can I use the period panties postpartum?

As each women's postpartum flow is unique, we can't give you a 100% assurance that the panties we'll sustain. But we have guidelines on how much liquid our panties can hold. We suggest wearing the super panties alone on your moderate period days, or as a backup on your heavy days as mentioned on our website. We also recommend that these are worn either with a pad or panty liner depending on your flow to alleviate any leaks.

My waist is larger than my hip, is the hip or waist measurement more important here?

We advise you to order a size up, the fabric is flexible and it will stretch on your hips and waist well. If they will not fit, you may exchange them within 30 days of delivery.

Why should I steer clear of fabric softener?

We suggest not using fabric softeners because the chemicals in the softeners can build up over time on the panties and interfere with moisture wicking and absorption properties. These can also affect the ability for the panties to be properly cleaned.

One of my panties slipped into the dryer. Are they ruined for period use, or can they still be trusted?

Most of the time, panties are worn out right away if you use a dryer. That is why we do not have a definite time-frame on how long a panty will last, as it depends on how you use it and take care of it. We do provide care instructions and absorbency information here

Does the absorbent area cover the back on the most absorbent styles?

The absorbent panel on most of our panties is located primarily within the crotch area, typically 1-3 inches from the waistband of the underwear depending on the style. Each panty has a single layer of protection from the absorbent panel towards the top of the waistband on either side.If you look closely at the product pictures, you will see the line of demarcation of the absorbent panel and extra single lining of the underwear.

How can I remove blood stains from my underwear?

Rinse your period underwear in cold water as fast as you can. You should do this just after you take the undies off and try not to leave them to soak, but instead, just rinse until the water runs clear. After that, chuck them in the washing machine and run them on a cold wash. If you didn't act fast and the stain is already old, soak them into tepid water for 30 minutes, and then try gently using an old soft toothbrush to gently scrub the area where the blood set on your underwear.

How long can you wear a panty throughout the day?

If your flow is heavy you should change your panty every 4-6 hours. However, you can definitely wear these for longer overnight so you can have a good night's sleep on your period. It is possible to wear your panties for 24 hours, depending on how light or heavy your flow is but we don't advise you to do that as exposure to air might lead to growing bacteria.

What If I receive an already returned item? Are they safe to wear?

All returned items go through a very thorough sanitary inspection when received in our warehouse and we only accept returned items in their new, unworn state, with the tags still attached. As a lingerie company, we place great importance on the sanitary aspect of our services & products.

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