FAQ
Product
When will you offer new underwear styles, swimsuits, or other new products?
We’re always working on new products and styles and looking for ways to improve our existing products. We’re currently working on a swimsuit design and hope to have it launched within the next year.
If you have additional questions or comments on our products, please contact us to let us know. We love hearing from our customers!
What size should I order?
Please refer to the size guide on each product page for the correct sizing. Measure loosely around your natural waist. For questions about sizing please contact our customer service.
How should I wash my Kelpie underwear?
Before washing, always double check the label for care instructions. For best results, hand wash your undies in cold water and lay them flat to dry. We know hand washing isn’t always possible. For machine washing, use cold water and the delicate cycle. Tumble dry on low heat. Please do not bleach, iron, or dry clean.
Shipping
How will my items be packaged?
Every Kelpie product is shipped in plain white packaging.
How will my items be shipped?
At checkout, you’ll have the option to select USPS or UPS shipping. For Canadian orders, we ship via USPS and Canada Post.
How much does shipping cost?
For US orders under $80, we charge the actual shipping costs, depending on the type of shipping you choose. For US orders over $80, standard shipping is free. Please make sure to select the free shipping option during checkout.
Shipping costs for Canadian orders will be calculated at checkout.
Where do you ship?
We ship all orders from Long Beach, CA to anywhere in the US and Canada.
Do you ship internationally?
Currently, we ship within the United States and Canada, but we’re hoping to expand to additional countries. Sign up for our newsletter to get the latest shop updates.
Do you provide gift wrapping?
We don’t currently offer gift wrapping.
Returns & Exchanges
What’s your return policy?
Due to the very personal nature of our clothes, we don’t accept returns or exchanges, except for manufacturing defects. If you have any problems with your order, please contact our customer service.
Can I change or cancel my order?
If you need to change or cancel your order, please contact our customer service. If the order hasn’t been shipped, we’ll do our best to update your order.
What happens if my item is damaged?
We check every Kelpie garment for quality before shipping, but if you do find that your garment is damaged, please contact customer service so we can assist you.