Refunds & FAQ
Our No-Hassle Free Return Policy
You must return your items to the address below within 14 days from the day you received your package. Please write your order number on the outside of the package. You will receive your refund in the original form of payment. Unfortunately we cannot refund duties, taxes or shipping charges.
Order # _________
3710 Industry Ave #205
Lakewood, CA 90712
Refunds and Processing
Refunds will be processed within approximately 5-7 business days after we receive your return.
For more information about refunds, please contact Customer Support.
Please note that due to the digital nature of the items, refunds for digital products are issued only in extreme circumstances.
Original shipping charges are non-refundable.
- Please only send the items if this return is within 14 days of delivery and if the items are unworn, unwashed and with the original tags still attached. If this is not the case, we will be forced to reship the items to you. Please note this includes animal hair, make up stains, deodorant marks and any odor such as cigarettes. Returns are subjected to inspection and may be turned down and returned to the sender.
- If an item is being returned for any damage or defects you must contact firstname.lastname@example.org within 3 days of delivery so your return can be processed accordingly, if not, your credit will not be issued and the damaged or defective items will be returned to you.
- Be sure to include a note stating your order number along with if this is a return or an exchange and if so, please name the item you would like to receive as this usually helps speed up the process. Once we receive the item, we will contact you again so we can proceed and provide you with your new tracking number if needed. This process may take up to three weeks.
- No exceptions will be made for Final Sale items.
Your order will be despatched direct from our warehouse in Lakewood, CA. Most parcels will be sent out within 1-3 business days, but please allow up to 5 business days during busy periods. Please note that orders for several items might be delivered in more than one parcel (this does not affect the shipping charge). Undercover Prodigy is not responsible for lost or stolen packages. International delivery may take up to 60 business days. Shipping costs are nonrefundable.
In the event that an item is temporarily out of stock, we will notify you of the delay. If you do not wish to accept the new delivery date, simply email email@example.com and we will cancel your order.
The delivery period stated within which you will receive your order is approximate. Any delivery date given on our system is an estimate and does not account for processing time. Goods will be sent to the address given by you in your order at the time of purchase. If you are ordering more than 1 item, your goods may be sent to you in installments if certain items are out of stock. In this case, you will only pay a single delivery charge.
Please note international shipments may be subject to cross-border inspections by customs authorities. Unfortunately we cannot refund duties, taxes or shipping charges. Certain countries require a custom charge/fee associated with an import tax. This customs charge is not affiliated with us or does it come to our company and therefore is not a fee that can be reimbursed.
Due to the current global pandemic, there may delays in processing that are beyond our control. Your tracking number will give you the best estimated delivery date.
If you wish to exchange an item for another size or color, return it to us within 14 days of purchase and we will send you the replacement item free of any additional shipping charges. We can only exchange an item for an alternative size or color. If you would like to exchange for a different item, please contact Customer Support's email firstname.lastname@example.org