How will my order be shipped? Will it be discreet?
All of our orders are shipped discreetly. We only used plain, unmarked boxes and envelopes for shipping your order to you. There is no identifying markings revealing the contents, and there is only a very discreet return address label.
How will my payment show up on my credit card statement/bank statement?
Your credit card statement will read:
PayPal payments will show up as a payment to
Any inquiries will only reveal that clothing accessories and/or medical supplies have been purchased.
I'm a returning customer. Do I get my discount?
When you are a returning customer, we'll automatically take your customer discount off your order as soon as you place your order on our web site. Discounts can only be applied for orders over $50, excluding shipping charges. Please note that there is a limit of one discount per order, not redeemable for cash. Returning customers may qualify for the following discounts:
- $5 off orders over $50
- $15 off orders over $150
- $20 off orders over $250
What shipping methods to you use?
We ship via United States Postal Service (USPS) and UPS. Some of our products may also ship via FedEx. Overseas orders ship via USPS international services, and Canadian orders ship via Canada Post. Please note that if you request a certain shipping method, there may be an additional charge and/or it may take longer to arrive.
Can I have my order shipped to another address or a UPS Store?
Yes, you can have your order shipped to a different location than your billing address. Your billing address must be correct, as that we require it for credit card verification. We will NEVER contact you at your billing address.
If you are shipping to a UPS Store, please contact the store in advance of placing your order to notify them that they are to be expecting a package in your name, and to find out if they can receive USPS parcels. If they cannot receive US Mail, please let us know.
Why do I have to provide my billing information?
In order to verify your credit card for payment, we must have the correct billing information (the information that appears on your credit card statement). This helps us to eliminate fraudulent orders, which helps us keep our prices down. We will NEVER contact you at your billing address.
How do I qualify for free shipping?
All orders that are over $100 and are shipping to the United States of America or Canada instantly receive free ground shipping. Orders that are shipping overseas from our United States location are required to pay for shipping.
How long will it take for me to receive my order?
Depending on where you are located and what products you order, you should receive your item(s) within 9 business days after we receive your order. Some of our products, such as the RealBreast breast forms and the TRANSFORM Premier or Sable breast forms, may take additional time. Rush and express shipping is also available for an additional charge.
For more information about faster shipping, please read our shipping and returns policies.
Where will my order ship from?
All of our orders are shipped from within the United States. We use multiple shipping locations to ensure that your order arrives to you as quickly as possible, so you may receive two or three different packages from us. If you do not want your order coming from multiple locations, please let us know in the special instructions box when you place your order. Please note that when all items come from one location, it can take longer as that we have to receive the products from the other locations first. Canadian shipping addresses will ship from Richmond, BC.
What methods of payment do you accept?
We accept Visa, MasterCard, PayPal and Money Order. Some international orders may also pay via bank transfer. At this time, we cannot accept Discover or American Express, except via PayPal. We cannot accept personal checks.
I don't have a PayPal account. Can I still pay using American Express or Discover?
When you place your order on our web site using our PayPal method, you can pay through your PayPal account or you can pay via credit card through PayPal (without an account). We cannot accept American Express or Discover any other way.
I was charged an international fee. Why?
Some financial instutions, banks, and credit card companies may charge you an international fee. This is not a charge issued by us, however it sometimes occurs because we are a Canadian company. All of our orders are processed in US dollars using a US terminal. If you have been charged an international fee, please contact your bank or credit card company, and notify them that the charge needs to be reversed. If your bank or credit card company is unwilling to reverse the charge, please notify us and we will do our best to correct the problem.
What if I order the wrong size or style of breast form?
If the size or style is wrong when the breast forms arrive, please let us know immediately. We can then exchange your breast forms for a different style or size. Do NOT attach your breast forms if you think that they may be the wrong size or style for you, as we cannot accomodate exchanges or returns on used product. Self-adhering or attachable breast forms cannot be returned or exchanged due to hygienic reasons, so please take your time to ensure that you have ordered the right product. If you have questions, please contact one of our fitters. Clearance, special order and custom color forms are final sale and cannot be returned or exchanged. Please note that all exchanges are responsible for a $15 reshipping fee.
For more information about returns and exchanges, please read our shipping and returns policies.
I have received my tape kit, but I haven't received my breast forms. Why?
I have received my breast forms, but I haven't received my tape kit. Why?
Most of our Gold Seal and Silver Seal breast forms, along with our TRANSFORM breast forms, will ship direct to you from our manufacturing location in Waco, Texas. Some of our products, like our tape kits and gaffs, are shipped from our Point Roberts, WA location. You should receive the other part of your order in a day or two; if you don't, please let us know.
Why is there no invoice in the box with my order?
Why have I only received my invoice and not my order?
If your invoice is missing from the box, it could be that you have only received part of your order from one of our manufacturers' locations. If you have received your complete order, you can expect a copy of your invoice to ship to you in a plain, unmarked white envelope. Likewise, if you only receive your invoice and not your order, your package should be arriving for you shortly, as that your order is shipping from one of our other locations.
I haven't received a personalized order confirmation. Why?
Our personalized order confirmations are sent out only after your order has been shipped to you. If you haven't received your personalized thank you from us yet, it may be because we are a little bit behind in sending out the e-mails, or it may be that your order hasn't shipped yet. If you're not sure about the status of your order, please contact us.
I'm overseas. Can I still place an order with you?
Yes, you can. We will ship our products anywhere in the world, however you will be responsible for the shipping charge. For shipping to Europe, the UK, Australia, New Zealand, Mexico, Canada, or Japan, please select the associated country flag on the top of the page. If we are to ship from the USA to any of the above countries, you will be charged the full shipping cost.
International orders may be responsible for customs, taxes, and or duties, as decided by your country. Any customs charges, taxes, or duties are the responsibility of the customer.
What will the customs/duties charges be? What will the customs documents say is in the box?
Unfortunately, we do not know what your country will charge in regards to customs, taxes or duties, as that every country is different. All of our packages that ship overseas have the contents of the package listed as Clothing Accessories on the customs documentation.
Please note that in order to ship international orders, we are required by law to include in an envelope on the outside of the box:
- Customs declaration, showing "Clothing Accessories"
- Copy of your invoice, showing the product purchased.
Your invoice is for customs purposes, and there is no way to ship a package without this documentation. This invoice is to be removed from the package by customs. However, customs agents may or may not remove this invoice, and may remain in the envelope. We do our best to ensure your privacy with this paperwork, however we have no control over what the customs agents do with this invoice.
If your privacy is of the utmost importance, we strongly recommend having your order shipped to a PO box or other holding facility.
What if one of my items is temporarily out of stock or is backordered?
If your order is temporarily backordered for a few days or has to be ordered in from one of our manufacturers, we will ship your order out as soon as the product arrives. If your item is backordered for more than one week, we will cancel your item, refund the money and notify you. We do our very best to notify all of our customers immediately if there are any delays in shipping.