FAQ
Orders & Purchases
How do I cancel or edit an order?
How do I cancel or edit an order?
Because we strive for a fast turnaround, orders enter our processing system quickly. If you need to cancel or modify an order, please email info@theoriginalunderground.com immediately with your order number. While we cannot guarantee changes once an order has hit the production floor, we will do our absolute best to accommodate your request before it ships.
Here’s what you can do:
- Contact our customer service via email address info@theoriginalunderground.com.
- Have your order number ready when contacting customer service.
- We cannot guarantee changes to orders after 24 hours of placement. This is because orders may be processed once received
How can I track my order?
How can I track my order?
Once your order is processed and leaves our warehouse, you will receive an automated shipping confirmation email containing your tracking number. You can use this number on the carrier's website (USPS or UPS) to monitor your package's journey from our NJ facility to your doorstep.
What if there is a problem with my order?
What if there is a problem with my order?
If you receive the wrong item, a damaged product, or have any other issues with your delivery, please contact us right away. We take pride in our quality control, but if a mistake happens, we will make it right by sending a replacement at no additional cost to you.
I didn't receive all off my order?
I didn't receive all off my order?
If part of your order is missing, please check the shipping confirmation email to see if the items were sent separately. If all items should have arrived together or if you have concerns, contact our customer service team with your order number. We’ll investigate and resolve the issue promptly.
Returns & Exchange
What is your returns policy?
What is your returns policy?
We accept returns for a full refund (minus original shipping) within 30 days of payment, provided the items are in original, unworn condition. For apparel sizing issues, we offer free exchanges where we cover the shipping both ways to ensure you get the right fit.
To Initiate a return or exchange, visit our Self-Serve Returns Portal for quick and easy returns & exhanges.
How do I initiate a return?
How do I initiate a return?
The easiest way to start is through our self-serve return-exchange portal located on the Returns Information page. Alternatively, you can email our support team for authorization. Once ready, mail your items to our warehouse. Please include your order number and clear instructions on whether you would like a refund or an exchange.
Can I exchange an item instead of returning it?
Can I exchange an item instead of returning it?
Absolutely! In fact, we encourage it. If you need a different size in the same design, we will send you the new size and provide a pre-paid return label for the original item at no cost to you. We want to make sure you are wearing your gear, not leave it sitting in a box.
How long does it take to process my return or exchange?
How long does it take to process my return or exchange?
Once your return package arrives at our facility, please allow 3–5 business days for our team to inspect the items and process your request. You will receive an email notification as soon as your refund is issued or your new exchange order has been shipped.
Shipping & Tracking
How long does shipping take?
How long does shipping take?
Most orders are processed within 72 hours. Once shipped, domestic orders typically arrive within 3–5 business days depending on your location. International shipping times vary by destination but generally take 10–21 days.
Do you offer expedited shipping?
Do you offer expedited shipping?
Yes! If you need your order for a specific event or deadline, please email us with "RUSH" in the subject line before placing your order. We can provide quotes for expedited shipping services to ensure your package arrives exactly when you need it.
Can I change my shipping address after placing an order?
Can I change my shipping address after placing an order?
If you notice a mistake in your shipping address, please contact us immediately. If the order has not yet been processed by our warehouse, we can manually update the destination. However, once a tracking number has been generated, we are unable to redirect the package.
