Q: How do I start a return?

Our return policy allows returns for unused and original brand products purchased in the last 15 days If you'd like to proceed with a return, please visit our Return Portal to learn more about the conditions: https://rounderbum.com/pages/return-and-exchange-policy Take into consideration that since our products are underwear and due to health regulations for all our customers returns are valid only for unopened and never try on items. Orders purchased at a discounted price during our end of the year sales wil not be valid to be returned. if your items meet that criteria please reach out to customerservice@rounderbum.com to approve your return request. Once your request is approved, you will receive a prepaid return label via email. All returns must be approved and processed with our company-issued return shipping label to ensure proper tracking and processing of the return. Please note that i nternational orders, discounted products , multipacks, accessories, gift cards, and custom items are not eligible for return, refund, or credit. You can expect your exchange or store credit code to be processed within 1-2 weeks or fewer after our returns department receives the return.

Question 1

How do I apply promo/discount codes?

Accepted Answer

To apply a promo or discount code:

• Proceed to checkout and enter your code in the 'Discount Code or Gift card' field.

• Click 'Apply' to see your new total before finalizing your order.

• Only one code can be used per order.

If you’re having trouble entering your promo code, please try clearing the cache on your web browser or trying on a different device.

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Question 2

How do I create an account?

Accepted Answer

We are happy to assist with instructions on how to create an account

1. Please visit this link: https://rounderbum.com/account/login?return_url=%2Faccount

2. Click Create an account

3. Submit your first name, last name, email and password.

4. Click Create

Proceed to complete the steps to successfully create an account with us!

Question 3

How do I cancel my order?

Accepted Answer

You will have the option to cancel your order within your confirmation email. You may also contact our customer service team at customerservice@rounderbum.com . Please include your order number and the reason for cancellation in your message.

Orders can only be canceled before they have been dispatched. If your order has already been shipped, please refer to our return policy for further instructions.

Question 4

Do you offer expedited shipping?

Accepted Answer

Yes, we do offer expedited shipping for domestic orders.

The express delivery for USA domestic orders takes from 2-3 Days with a cost of $19.99

Please keep in mind that the order processing can take up to 18 hrs on weekdays.

Question 5

What if my package gets lost or arrives damaged?

Accepted Answer

Lost packages

At Rounderbum, we strive to ensure every order reaches you in perfect condition. In the event that your order is lost during transit, please reach out to our customer support team at customerservice@rounderbum.com with your order number and any relevant details.

Damaged packages

We understand the disappointment of receiving a damaged package. In such instances, please report to our customer support team at customerservice@rounderbum.com within the first hours of receiving the order and include photos of the damaged items or package.

We will review the provided documentation and, if necessary, arrange for a replacement.

Question 6

How do I start a return?

Accepted Answer

Our return policy allows returns for unused and original brand products purchased in the last 15 days

If you'd like to proceed with a return, please visit our Return Portal to learn more about the conditions: https://rounderbum.com/pages/return-and-exchange-policy

Take into consideration that since our products are underwear and due to health regulations for all our customers returns are valid only for unopened and never try on items.

Orders purchased at a discounted price during our end of the year sales wil not be valid to be returned.

if your items meet that criteria please reach out to customerservice@rounderbum.com to approve your return request. Once your request is approved, you will receive a prepaid return label via email. All returns must be approved and processed with our company-issued return shipping label to ensure proper tracking and processing of the return.

Please note that international orders, discounted products , multipacks, accessories, gift cards, and custom items are not eligible for return, refund, or credit.

You can expect your exchange or store credit code to be processed within 1-2 weeks or fewer after our returns department receives the return.

Question 7

REWARDS PROGRAM

Accepted Answer

These are the Terms and Conditions applicable to Rounderbum All Stars Club Rewards Program.

With Rounderbum All Stars Club, you’ll earn points on every purchase you make at rounderbum.com. You can also earn Points by following our social media channels or with the Refer-a-Friend program.

Rounderbum All Stars Club has four levels: Champion, Hero, Super Hero and Legend. Your level depends on how many points you’ve collected, and higher levels have perks like Free Shipping.

Redeem your Points how you’d like. You can use your Points as rounderbum.com credit and purchase any product at the store.
Right to Cancel Program or Change Terms. Rounderbum All Stars Club Program is subject to change at discretion of the brand. Your points expire after one year of inactivity.
Right to Reset/Expire Rewards. You are considered inactive if you have not earned or redeemed any points within a year from your last action. If you make a purchase within that year, your points would not expire.

REFERRALS

These are the Terms and Conditions applicable to Rounderbum All Stars Club Referral Program.

Qualified Referral. A Qualified Referral is defined as a purchase made at rounderbum.com by a person (a "Referred Customer") who arrives to our website by clicking your Refer-a-Friend program link. You are limited to one Qualified Referral for each Referred Customer; in other words, additional/repeat purchases made by a Referred Customer are not counted as additional Qualified Referrals.
Referred Customer. The Referred Customer and the Referrer cannot be the same person (for example, by using a different email address).
Referral Rewards. For you to earn referral rewards as a Referrer, the Referred Customer must complete a Rounderbum order without any chargeback.
Reward Payments. Rewards are payable at the points programs. As a Referrer, you are responsible for any and all tax liability resulting from Referral Rewards. If you cancel your Rounderbum All Stars Club, your rewards are no longer valid.
Eligibility is limited to individuals only. Rounderbum All Stars Club Refer-a-Friend Program cannot be used by businesses for affiliate lead generation as determined in Rounderbum’s sole discretion.
No Spam. You must comply with all up-to-date “SPAM” laws. For example, emails must be created and distributed in a personal manner and bulk email distribution is forbidden. Any distribution of your referral link that may constitute unsolicited commercial email or "spam" under any applicable law or regulation is expressly prohibited and will be grounds for immediate termination of your account and exclusion from Rounderbum’s All Stars Club Refer-a-Friend program.
Right to Close Accounts. Rounderbum reserves the right to close the account(s) of any Referrer and/or Referred Customer and to request proper payment if the Referrer and/or Referred Customer attempts to use the Rounderbum All Star Club Refer-a-Friend program in a questionable manner or breaches any of these Terms & Conditions or is in violation of any law, statute or governmental regulation.

Right to Cancel Program or Change Terms. Rounderbum reserves the right to cancel the Rounderbum All Stars Club Refer-a-Friend Program or to change these Terms and Conditions at any time in its sole discretion. Any unclaimed referral rewards will be forfeited."

Question 8

How do I use my benefits/rewards points?

Accepted Answer

To use your rewards points, please access your account, redeemed your points and copy the code that we shared with you and proceed to checkout. Enter your code in the 'Discount Code or Gift card' field.

Click 'Apply' to see your new total before finalizing your order. Only one code can be used per order.

Question 9

How do I reset  the password of my account?

Accepted Answer

We are happy to assist with instructions on how to reset the password

1. Click this link: https://rounderbum.com/account/login?return_url=%2Faccount

2. Click "forgot your password"

3. Submit the email address associated with your Rounderbum account

4. Click "submit"

Proceed to complete the steps to successfully reset your password

Question 10

How long does delivery take?

Accepted Answer

Delivery times for domestic orders vary depending on the destination and the shipping method selected.

• Standard Delivery: Typically arrives within 4-6 business days and has a cost of $9.95

• Express Delivery: Typically arrives within 2-3 business days with a cost of $19.99

• International Express Delivery: Typically arrives within 5-10 business days and has a cost of $29.95 USD

Question 11

Can I edit or add anything to my order?

Accepted Answer

Once an order is placed, we are unable to make changes to the order. However, if you need to update your shipping address, sizes or contact information, please contact our customer service team immediately after placing your order.

Please try to contact us as soon as possible so we can avoid your order being shipped with incorrect information.

Question 12

My order was marked delivered but it’s not here.

Accepted Answer

If no one was home at the time of delivery, the carrier will leave the package in a safe location.

Be sure to check around your home and with neighbors/building management who may have collected the package for you.

Also, please double-check the shipping address of your order (in the order confirmation email) to ensure it’s headed to the right location.

On some occasions, packages may be marked as delivered but take additional time to arrive.

If you still are unable to locate the package, please reach out to the carrier.

If you need additional assistance, please email our team at customerservice@rounderbum.com

Question 13

Do you offer refunds or exchanges?

Accepted Answer

Yes, we offer exchanges

Yes, we offer exchanges within 15 days of purchase. To be eligible for an exchange, items must be returned in their original condition, with all tags and packaging intact. Please note that international orders, discounted products, multipacks, accessories, gift cards, and custom items are not eligible for return, refund, or credit.

For returns or exchanges, please contact our customer support at customerservice@rounderbum.com

No, we do not offer refunds

Unfortunately, we are unable to offer refunds after a purchase has been made. This policy is due to the nature of our products, which include underwear for men.

However, we are committed to ensuring customer satisfaction. If you receive a damaged or incorrect item, please contact us immediately at customerservice@rounderbum.com. We will review the situation and strive to resolve the issue, which may include a replacement, discount, or store credit.

Question 14

Do you offer membership/subscription service ?

Accepted Answer

No, we do not offer such a service for the moment.

Question 15

I'm having trouble logging in

Accepted Answer

Sorry about that. Please make sure you’ve created your account and then activate your account to log in to the new site. You should have gotten an email from us to activate the account.

If the issue still persist please contact our team at customerservice@rounderbum.com

Question 16

How much does shipping cost?

Accepted Answer

Domestic Shipping for United States:

We offer free standard shipping on orders over $75.

We also offer expedited shipping for $19.99

Canadian Shipping: We offer free standard shipping to Canada on orders over $75

International Shipping: International shipping cost is:

INTL Express Shipping [5-10 Days] $29.95 USD
FREE INTL Express Shipping [5-10 Days] on orders of $199.00+

We're doing our best to deliver to as many countries and Territories as possible. Please consider that this U.S. Territories are considered as INTERNATIONAL SHIPPING due to their location: Puerto Rico, Alaska, Micronesia, Marshall Islands, Palau, U.S Virgin Islands.

Question 17

What do I do if my item(s) arrives damaged?

Accepted Answer

We’re sorry your item(s) have damage!

Some items break during shipment but we’ll do our best to help.

Please email our team with an image of your damaged item and a brief explanation for further assistance.

While we may not be able to guarantee your exact order is replaced due to potential stock issues, we’ll be sure to resolve the situation as best we can!

Question 18

Do you offer exchanges or refunds?

Accepted Answer

Yes, exchanges are allowed

Yes, we offer exchanges within 15 days of purchase. To be eligible for an exchange, items must be returned in their original condition, with all tags and packaging intact. Please note that international orders, final Sale products, multipacks, accessories, Gift Cards, and custom items are not eligible for return, refund, or credit.

For returns or exchanges, please contact our customer support at customerservice@rounderbum.com

No, refunds are not allowed

Unfortunately, we are unable to offer refunds after a purchase has been made. This policy is due to the nature of our products, which are underwear for men. However, you can get store credit codes which will be valid to be used in a future purchase.

We are committed to ensuring customer satisfaction. If you receive a damaged or incorrect item, please contact us immediately at customerservice@rounderbum.com phone: 1 213 839 6816

We will review the situation and strive to resolve the issue, which may include a replacement, discount, or store credit.

Question 19

How do I track my order?

Accepted Answer

Once your order has been placed and processed, you will receive a confirmation email with your order details. This email will include a tracking number and a link to our tracking page.

Tracking information may not be immediately available after your order is placed. It can take up to 8 hours for the number to become active in our system. If you don't see any updates right away, please be patient and check back later.

1-2 days after placing your order, you can click the tracking number link in the email or track your order on our website here https://rounderbum.com/pages/rounderbum-order-tracking

Question 20

Do you ship worldwide?

Accepted Answer

Rounderbum ships worldwide except Lebanon until further notice.

IMPORTANT: All international orders are processed through our service Markets Pro, so when processing your checkout your order will appear in your local currency. The total of the order will include the applicable local taxes and tariffs so no additional charges or surprises once the checkout is completed.

Please note that international shipments are shipped through DHL with a 3-5 days express delivery service, standard delivery service takes from 2-3 weeks.

If you have been waiting for more than this time to receive your order, please get in touch with our team to investigate the issue.

Question 21

What do I do if I receive the wrong item in my order?

Accepted Answer

We are sorry to hear you received the wrong item in your order! Please report your order issue to our team via email for further assistance.

Include a photo of the item received and the name of the missing item(s). Please double-check the package for any notes or packing slips that indicate your other item(s) were shipped separately.

While we may not be able to guarantee your exact order is replaced due to potential stock issues, we’ll resolve the situation as best we can!

Question 22

How do I track my order?

Accepted Answer

Once your order has been placed and processed, you will receive a confirmation email with your order details. Once your order is fulfilled a second email will be sent, this email will include a tracking number and a link to our tracking page.

Tracking information may not be immediately available after your order is placed. It can take up to 1 day for the number to become active in our system. If you don't see any updates right away, please be patient and check back later.

Question 23

How do I start a return?

Accepted Answer

Our return policy allows returns for unused and original brand products purchased in the last 15 days

If you'd like to proceed with a return, please visit our Return Portal to learn more about the conditions: https://rounderbum.com/pages/return-and-exchange-policy

Take into consideration that since our products are underwear and due to health regulations for all our customers returns are valid only for unopened and never try on items.

if your items meet that criteria please reach out to customerservice@rounderbum.com to approve your return request. Once your request is approved, you will receive a prepaid return label via email. All returns must be approved and processed with our company-issued return shipping label to ensure proper tracking and processing of the return.

Please note that international orders, discounted products , multipacks, accessories, gift cards, and custom items are not eligible for return, refund, or credit.

You can expect your exchange or store credit code to be processed within 1-2 weeks or fewer after our returns department receives the return.

Question 24

How do I track my order?

Accepted Answer

Once your order has been placed and processed, you will receive a confirmation email with your order details.

As soon as the order is fulfilled a second email will be sent. This email will include a tracking number and a link to our tracking page.

Click on the tracking number link or enter the tracking number into our tracking page.

Tracking information may not be immediately available after your order is placed. It can take up to 8 hours for weekdays orders for the number to become active in our system. If you don't see any updates right away, please be patient and check back later.

Question 25

What is your delivery time?

Accepted Answer

Domestic orders

Our standard delivery time within United States is 4-6 business days.

The express delivery for USA domestic orders takes from 2-3 Days with a cost of $19.99

Shipping charges, if applicable, will be calculated and displayed at checkout. Please note that delivery times may vary depending on your location and the time of year.

For additional questions about our shipping policy, please contact us at customerservice@rounderbum.com

International shipping

Our standard delivery time for international shipments is 2-3 weeks for a cost of $21.95 USD

The express international delivery time takes 5-10 Days for a cost of $29.95 USD

Shipping fees, if applicable, will be calculated and displayed at checkout. Please note that delivery times may vary depending on your location and the time of year.

For additional questions about our shipping policy, please contact us at customerservice@rounderbum.com

Question 26

What’s your return policy?

Accepted Answer

Our return policy allows returns or exchanges for never worn and original brand products purchased in the last 15 days.

Please note that International orders, final Sale/ discounted products, multipacks, accessories, Gift Cards, and custom items are not eligible for return, refund, or credit.

You can expect your store credit , exchange to be processed within 1-2 weeks or fewer, after our returns department receives the returned item.

If you'd like to start a return, please reach out at customerservice@rounderbum.com

Question 27

Do you offer free shipping?

Accepted Answer

We offer fast and free shipping for orders over $75.00 USD within the contiguous United States (does not include Hawaii, Alaska, or US territories).

Free international shipping is unlocked on orders over the $199.00

Orders shipped outside the United States are subject to taxes and duties that are paid for by the customer.

Question 28

How can I cancel my order?

Accepted Answer

Orders placed from Monday to Friday can be canceled within the first hours after getting the confirmation.

Please email our team with your cancellation request as soon as possible.

You will receive confirmation of your cancellation if we’re able to make it happen.

After this period, we may not be able to cancel your order as it might already be in processing or shipment.

If you have already received an order confirmation email, it may be impossible to cancel your order. However, you can always request a return or exchange once your order arrives.

Question 29

How do I make a return?

Accepted Answer

Returns must be initiated within 15 days of receiving your order. Items must be unused and in the original packaging.

Return by mail

Reach out to our customer support team at customerservice@rounderbum.com to initiate the return process with your order number and details about the item you wish to return. When your return request is approved you will receive an email containing a prepaid shipping label. Print the shipping label and drop off your return at your nearest UPS location.

Note: There is no shipping charge per order.

Return process

Upon receiving the returned item, we will inspect it to ensure it meets our return policy criteria. If the return is approved, we will be ready to issue either a store credit code or an exchange for something else from the store, important to consider that returns are not valid to be refunded.

Non-Returnable items

Certain items may not be eligible for return due to hygiene, final sale, or other reasons. These items will be clearly marked on the product page and/or a disclaimer in the checkout.

Question 30

What’s your return policy?

Accepted Answer

Our return policy allows returns or exchanges for never worn and original brand products purchased in the last 15 days.

Please note that international orders, discounted products, multipacks, accessories, gift cards, and custom items are not eligible for return, refund, or credit.

You can expect your store credit code or your exchange to be processed within 1-2 weeks or fewer, after our returns department receives the returned item.

If you'd like to start a return, please reach out at customerservice@rounderbum.com

Question 31

How do I make a return?

Accepted Answer

Returns must be initiated within 15 days of receiving your order. Items must be unused and in the original packaging.

Return by mail

Reach out to our customer support team at customerservice@rounderbum.com to initiate the return process with your order number and details about the item you wish to return. Print the shipping label and drop off your return at a UPS shipping center location.

Note: There is not shipping charge per order.

Return process

Upon receiving the returned item, we will inspect it to ensure it meets our return policy criteria. If the return is approved, a store credit code will be processed, this store credit code will be valid to be used in a future purchase.

Non-Returnable items

Certain items may not be eligible for return due to hygiene, final sale, or other reasons. These items will be clearly marked on the product page or in a disclaimer at the checkout.

Question 32

When will I get my exchange/ store credit?

Accepted Answer

Once your return has been received and processed, you will be notified via email when the store credit or exchange is ready

Please allow from 1-2 weeks for the store credit or exchange to be reflect in your account.

Question 33

When will I get my store credit or my exchange?

Accepted Answer

Once your return has been received and processed, you will be notified via email when the credit or the exchange has been issued.

Please allow about1-2 weeks for this to be completed, this is the regular time for returns to be procesed.

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