FAQ

Orders & Shipping

• 1. Canada Orders
• 2. USA Orders
• 3. International Orders

Returns & Exchanges

• 4. Return & Exchange Policy
• 5. Return Instructions
• 6. Return Address

Ordering Information

• 7. Store Currency
• 8. Forms of Payment
• 9. Troubleshooting

Privacy & Security

• 10. Website Security
• 11. Your Privacy
• 12. Discreet Packaging

Other FAQ

• 13. About Us
• 14. Contact Us
• 15. Sizing Information

1. Canada Orders

• Q: When will my order be shipped?

• We process and ship most orders within 24 hours of their receipt. Occasionally, we may have a delay in shipping orders in high-volume times or during statuatory holidays when postal service is delayed.
  
  

• Q. What is the shipping rate to addresses within Canada?

• At this time, we are extending FREE Canada Post EXPEDITED SHIPPING for Canadian Customers for orders over $99. Some remote/rural Canadian addresses may be subject to higher free shipping thresholds. For orders under the threshold for free shipping, standard Canada Post parcel rates apply, depending on your shipping address.
  
  For Local (Metro Vancouver) customers, FREE Canada Post EXPEDITED SHIPPING for orders over $65. (Under $65 shipping is only $5.99!)
  
  Faster Canada Post Xpresspost Shipping is available, see below.

• Q. When will I get my order?

• We are located in Vancouver, BC and ship domestically through Canada Post. We offer 2 standard shipping options: Expedited Parcel and Xpresspost. See below for details.
  
  • Expedited Parcel (Canada Post)
    
    • • Most economical shipping
    • • Track your parcel with Canada Post
    • • Delivery standards vary Local/Regional/National. Refer to Canada Post's published Delivery Standards for up-to-date information: Canada Post Parcel Delivery Times
  
  
  • Xpresspost (Canada Post)
    
    • • Fast, economical shipping
    • • Track your parcel with Canada Post
    • • Delivery standards vary Local/Regional/National. Refer to Canada Post's published Delivery Standards for up-to-date information: Canada Post Parcel Delivery Times
  
  We recommend using Canada Post's Delivery Tool to estimate the best shipping option for you (our Postal Code is V6Z 1V3).

2. USA Orders

• Q: When will my order be shipped?

• We process and ship most orders within 24 hours of their receipt. Occasionally, we may have a delay in shipping orders in high-volume times or during statuatory holidays when postal service is delayed.

• Q: Are the prices on your website in Canadian or US dollars?

• A: All prices on our website are in Canadian Dollars (CAD). For your convenience, we provide a tool that converts prices to US Dollars (USD) for reference.

• Q: How will I be charged during checkout?

• A: During checkout, you will be charged in the equivalent amount of Canadian Dollars (CAD), even if the prices are shown in US Dollars (USD) on the website.

• Q: Why does the final amount display incorrectly?

• A: Due to a small display error, the final amount at the end of the checkout process might show a US Dollar (USD) prefix, but the amount displayed is actually in Canadian Dollars (CAD).
  We apologize for any confusion this may cause. Please rest assured that the correct amount in Canadian Dollars (CAD) is what you will be charged.

• Q. What is the shipping rate to addresses within the United States?

• At this time, we are extending FREE SHIPPING via Air Mail Parcel for American Customers for orders over Canadian $99. Air Mail Parcel is a quick, non-tracked parcel service, delivered through USPS.
  
  Orders below the Free Shipping threshold are calculated automatically at checkout. Trackable shipments and faster shipping options are available! See below for details.

• Q. When will I get my order?

• We are located in Vancouver, Canada and ship to the USA through Canada Post, which is passed to USPS for delivery. We offer 4 shipping methods to addresses within the USA: Small Packet Air Mail, Tracked Packet, Expedited Parcel & Xpresspost. See below for details.
  
  • Small Packet Air Mail (Canada Post)
    
    • • Default shipping option
    • • No Tracking Number
    • • 5-12+ business days*
  
  
  • Tracked Packet USA (Canada Post)
    
    • • Most economical shipping that is trackable
    • • Track your parcel with USPS.com
    • • 8-9+ business days* Tracked Packet USA Delivery Standards
  
  
  • Expedited Parcel USA (Canada Post)
    
    • • Default shipping method for orders over CAD $200, or shipments weighing over 1 kg.
    • • Track your parcel with USPS.com
    • • 6-7+ business days* Expedited Parcel USA Delivery Standards
  
  
  • Xpresspost USA (Canada Post)
    
    • • Fast, economical shipping. Signature required.
    • • Track your parcel with USPS.com
    • • 4-5+ business days* Xpresspost USA Delivery Standards
  
  
  *These delivery estimates are for items sent to urban centres and are dependent upon destination; in our experience, some remote/rural areas will take longer.

2. International Orders

• Q: When will my order be shipped?

• We process and ship most orders within 24 hours of their receipt. Occasionally, we may have a delay in shipping orders in high-volume times or during statuatory holidays when postal service is delayed.

• Q: Why are some products listed as 'Canada Only' or 'Ships to Canada Only'?

• Due to supplier contracts, some products may only be shipped to Canadian addresses, and will be indicated as such in the product description. If an order shipped to non-Canadian address contains these items, they will be removed from the order and refunded. The remainder of the order will be processed normally.

• Q. What is the shipping rate to addresses outside Canada and the United States? Where do you ship?

• At this time, we are extending FREE SHIPPING via Air Mail Parcel for International Customers for orders over Canadian $99. Air Mail Parcel is a quick, non-tracked parcel service.
  
  For orders below the Free Shipping threshold, shipping is automatically calculated at checkout. Trackable shipments and faster shipping options are available. See below for details.
  
  We ship to many countries around the world! Our international customers have several shipping options available, depending on where you’re ordering from.
  
  Outside of Canada and the USA, currently we only accept orders for shipments to: Australia, Austria, Bahamas, Barbados, Belize, Cayman Islands, Costa Rica, Cyprus, Denmark, Finland, France, Germany, Greece, Hong Kong, Iceland, Ireland, Israel, Italy, Japan, Liechtenstein, Luxembourg, Monaco, Netherlands, New Zealand, Norway, Portugal, Singapore, South Korea, Spain, Sweden, Switzerland, Taiwan, Thailand, United Arab Emirates, United Kingdom, and Vietnam.

• Q. When will I get my order?

• We are located in Vancouver, Canada and ship internationally through Canada Post. We offer 3 shipping methods to addresses outside Canada & the United States: Small Packet Air Mail, Tracked Packet & Xpresspost. See below for details.
  
  • Small Packet Air Mail (Canada Post)
    
    • • Economical shipping; default shipping option
    • • No Tracking Number
    • • 6-14+ business days (*These delivery standards are for items sent between most major urban centres and are dependent upon destination; in our experience, some countries will take longer.)
      
      
  • Tracked Packet (Canada Post)
    
    • • Most economical shipping that is trackable
    • • Track your parcel at Canadapost.ca
    • • Tracked Packet is available for customers in these participating countries: Australia, Austria, Denmark, Finland, France, Germany, Hong Kong, Iceland, Ireland, Israel, Italy, Japan, Luxembourg, Netherlands, New Zealand, Norway, Portugal, Singapore, South Korea, Spain, Sweden, Switzerland, United Kingdom
    • • 8-24+ business days (*These delivery standards are for items sent between most major urban centres and are dependent upon destination; in our experience, some countries will take longer.) Tracked Packet International Delivery Standards
  
  
  • Xpresspost (Canada Post)
    
    • • Fastest, economical shipping
    • • Track your parcel at Canadapost.ca
    • • 6-21+ business days (*These delivery standards are for items sent between most major urban centres and are dependent upon destination; in our experience, some countries will take longer.) Xpresspost International Delivery Standards
  
  
  NOTE TO INTERNATIONAL CUSTOMERS: All countries have their own rules on import taxes and duties. Topdrawers is not responsible or liable for any taxes or duties that your local customs/imports department may impose. Many countries such as the United States do not charge taxes or duties on items below a certain value. Please check with your country's customs/imports department for the rules/rates that may apply so that you are fully informed before placing your order with Topdrawers.

Return & Exchange Policy

• Q: What is Your Return Policy?

• Topdrawers will accept returns and exchanges on many non-sale items, except g-strings, c-rings, thongs and other deemed intimate items, within 21 days of shipping.
  
  Items must be returned to Topdrawers in the same condition in which they were sent: new, unworn and unwashed, tags attached and in the original packaging. Sale items are final sale and not refundable.
  
  • • Exchanges will be subject to re-shipping charges only.
  • • Refunds are applicable to the goods only, and will be subject to a 10% restocking fee for returned goods. Any (Canadian) taxes paid on merchandise are refunded, but shipping (and its applicable taxes) is not.

• Q. Please provide Return Instructions.

• Exchanges and Refunds require a Return Authorization to be accepted. This process is initiated by e-mailing support@topdrawers.com for a Return Authorization number. Please cite your Order Number and the nature of your request.
  
  You will need a Return Authorization in order for your returned items to be accepted. Once Return Authorization is acquired, merchandise can be sent back to our address (by mail only, not couriers such as UPS or FedEx).
  
  In order for a Return to be accepted, send it by mail (not courier), and write "RETURNED GOODS" with Authorization Code on the outside of the package.

• Q. Where do I send back items for Return or Exchange?

• We are located in Vancouver, Canada! Our returns address is:
  
  TOPDRAWERS APPAREL INC
  939 HORNBY ST
  VANCOUVER BC V6Z 1V3
  CANADA
  
  In order for a Return to be accepted, send it by mail (not courier), and write "RETURNED GOODS" with Authorization Code on the outside of the package.

Ordering Information

• Q: Why are all your prices listed in Canadian Dollars?

• We are a Canadian company, located in Vancouver, British Columbia. By default, we list our prices in Canadian dollars, but if you are visiting from a USA IP address, prices will be automatically displayed in equivalent US Dollars.
  
  Prices on invoices will be shown in Canadian dollars (CAD), as indicated. Shopping in US dollars (USD) shows our Canadian prices in the equivalent US currency at current exchange rates.
  
  You can toggle between Canadian and US Dollar currencies by using the Currency Selector at top right corner of all our webpages, or the Currency Selector Menu item on mobile devices.
  
  All transactions are charged in Canadian dollars; your credit card company (or PayPal) will convert the total into your currency at the bank rate on the day of the transaction.

• Q. What forms of payment can I use to pay for my order?

• We accept VISA, MasterCard, American Express & PayPal.
  
  Sorry, we do not accept personal cheques as a form of payment.

• Q. Help! I am having difficulties completing my order!

• Clear your browser cache and cookies, or try a different browser or device. If you’re still having troubles, you can contact us at support@topdrawers.com, or through our Contact Page.

Privacy & Security

• Q: Does your website offer secure ordering?

• Absolutely. Our site meets the most stringent level of PCI compliance and credit card security. Our payment processing is certified to PCI Service Level 1. All services are HTTPS (SSL Security) compliant.

• Q. What is Topdrawers' Privacy Policy?

• The security of our customers' information is important. Your information is not for sale or trade, or used for any purpose other than to provide you with excellent customer service. Your information will never be shared with anyone who is not an employee of Topdrawers.
  
  Topdrawers’ customers may elect to join our Mailing List, which will send weekly promotional e-mails to its customer base, offering news of sales, new products and other announcements.

• Q. Is your shipping discreet?

• For your shopping privacy, our packages are marked only with our return address headed by "T.A. Inc". Our packaging is plain and generic. If the package ships outside Canada and must contain a customs declaration, it will read the package contains "clothing" only.

FAQ

• About Us

• Topdrawers is located in downtown Vancouver, British Columbia, Canada, as a storefront since 1992, and serving online customers since 1998! We pride ourselves on being one of the first mens "underwear stores", both in a bricks-&-mortar setting as well as online. We attribute our longevity to our amazing, loyal customer base, and to always seek new products and new ways to make shopping easier.
  
  Topdrawers offers a broad variety of the latest and greatest brands and styles around the world, specializing in men's underwear, swimwear and activewear! In addition, we also offer men's casual clothing, workout wear, fetish wear, and accessories. Thank you for visiting - have fun shopping!

• Contact Us

• Contacting us is easy! For any inquiries, you are welcome to contact us through our Contact Page.
  
  You can also call us at +1 604 684 4861
  
  Or email us at support@topdrawers.com!
  
  Topdrawers Apparel is located in the heart of downtown Vancouver, British Columbia, Canada! You can find us within walking distance of Robson Shopping District, Davie Village, Granville Strip, the West End, and major metro stations, bus lines and dedicated bike lanes! Street parking outside, as well as a paid parking lot underneath our building:
  
  Topdrawers
  939 Hornby Street
  Vancouver, British Columbia V6Z 1V3
  Canada
  MAP

• Q. What is my size? How do the sizes Small (S), Medium (M), Large (L), and Extra Large (XL) correspond to my waist size?

• Please refer to the product-specific size chart displayed on each product page for the best recommendation on sizing. The sizing convention will vary by manufacturer.