MEMBERSHIP FAQ

I just signed up! What should I expect next?

Great! New memberships are processed upon sign up, and your first shipment will leave our warehouse usually within 2-3 days. Once shipped it can take 3-10 days to make it to you. Moving forward your membership will automatically renew on the 5th of each month and ship around the 10th of each month.

Can I have several memberships at the same time?

Yes, you can have several different memberships active. Maybe you want to build your own membership or get a membership for a friend, or twelve!

Are there any hidden fees or initial fee?

No way! No “junk fees” here. You just pay the monthly membership subscription fee which is based on your type of membership you choose.

When will I be billed for the monthly recurring membership?

After your initial payment, your membership will automatically renew on the 5th of each month. Your monthly package will typically ship on or near the 10th of each month.

Can I change my membership type?

Yes, switching is easy! Just log in to your Account page where you can manage your membership type, style, size, address, credit card info and more. Changes in style, size or cut preferences must be updated BEFORE the 4th of the current month to affect the following months delivery.

When can I cancel my membership?

You can cancel your membership any time after the initial order. Simply go to your Account page and click “Cancel” under the header “My Subscriptions”. If you cancel the membership after you’ve been billed, then your order is cancelled after that box ships. Memberships must be canceled before the 4th of the month. Cancellations after the 4th of the month will take effect for the following month.

What is the “Mix It Up” option?

Who doesn’t love variety? By selecting “Mix it up!” our gurus will select a different type of cut for you. So, one month may be a jock, and the next a brief, and then a trunk after that. This option is great for the adventurous who really want to expand their undie options.

What if I need to change my address or billing info?

That’s an easy one… You can make changes to your billing and shipping addresses in your Account page.

Where do you ship?

Our boxes are racking up the frequent flier miles but currently only within the United States.  We hope to ship pretty much everywhere in the world via USPS shortly.

How does the package arrive?

If you’re asking if our packing screams “HOT skivvies in here!” – it doesn’t.  We ship CitizenSHOP orders are shipped in plain white poly bags.  Memberships are shipped in our custom Tyvek packaging that’s blue on the outside with the tagline “Big surprises, come in small packages”.  The shipping label does have our name on it but it’s pretty discreet. For Members, we ship in custom corrugated boxes that we designed just for you!  Don’t worry, they are plain corrugated box on the outside (but cool inside).  The shipping label does have our name on it but it’s pretty discreet.

How do I know what I’ll be getting?

Of course, you want to know… but our mothers told us to never ruin a surprise?  Don’t you love holiday time, opening that box to see what exciting thing is waiting inside?  The Underwear Club is kind of like that (without the argil sweaters).  Our underwear gurus will pick out an awesome premium brand that will surly make you look and feel great.  I know it may seem crazy, but is it crazy to look and feel great every month without the shopping & searching?

Can I track my order?

We ship all orders by USPS and once the order ships you will receive a tracking number by email or you can log in to your Account page and the tracking number will be displayed. Pretty nifty huh?

STORE ORDER FAQ

How do I use a coupon code?

In your cart, you will see an area to enter your coupon code at the bottom.  At checkout, there’s a link at the top, click it and a box will open for your code.  If you have an account already and are using a discount, credit, refer-a-friend bonus, it should automatically apply with a single click.

I don’t see a brand I really really want, what do I do?

We’re glad you asked. The Citizen Shop is a store of hand-picked items chosen for best quality, design and comfort instead of presenting every product under the sun! However, if you know of a brand that you absolutely love and would like to see in our store or monthly club, let us know.  Fill out our contact form.

Where do you ship?

Our boxes are racking up the frequent flier miles but currently only within the United States.  We hope to ship pretty much everywhere in the world via USPS shortly.

How much is shipping?

Citizen Shop orders totaling $50 or more (not including shipping costs and taxes) enjoy FREE First Class USPS shipping within the continental U.S. For orders totaling less than $50 (not including shipping costs and taxes) enjoy a flat-rate First Class USPS shipping charge is $4.95 within the continental U.S.

How does the package arrive?

If you’re asking if our packing screams “HOT skivvies in here!” – it doesn’t.  We ship CitizenSHOP orders are shipped in plain white poly bags.  Memberships are shipped in our custom Tyvek packaging that’s blue on the outside with the tagline “Big surprises, come in small packages”.  The shipping label does have our name on it but it’s pretty discreet. For Members, we ship in custom corrugated boxes that we designed just for you!  Don’t worry, they are plain corrugated box on the outside (but cool inside).  The shipping label does have our name on it but it’s pretty discreet.

Can I track my order?

We ship all orders by USPS and once the order ships you will receive a tracking number by email or you can log in to your Account page and the tracking number will be displayed. Pretty nifty huh?

GIFT FAQ

Do you have gift memberships?

We sure do! Gift Memberships are popular and unique gift to give – and receive. It’s the gift that keeps giving and reminds the recipient of you every month! Our Gift Membership allows you to send a redeemable e-gift membership instantly via email. By sending via email, you give the recipient the opportunity to sign up for the membership and choose their size, etc.   Their first package will arrive approximately 7-14 days from the date that they sign up.

Can I track my order?

We ship all orders by USPS and once the order ships you will receive a tracking number by email or you can log in to your Account page and the tracking number will be displayed. Pretty nifty huh?

RETURNS & EXCHANGES

How do I make a return or exchange?

MEMBERSHIPS: 

Memberships are about “Discovering” new or exciting brands curated from around the world. These items are only eligible for exchange for different size or store credit – returns are not available. We highly encourage you to try them out – you may just fall in love with them!  Please visit our Returns & Exchanges Policies page for complete details.

SHOP/STORE PURCHASES:

Shop purchases may be returned or exchanged within 15 days of delivery. To receive a full refund or exchange, your returned items must be intact, unworn, unwashed, in original packaging and condition with all tags attached. Visit our Returns & Exchanges Policies page for details.

Can gift memberships be returned?

Due to the nature of The Underwear and Sock Club, returns are NOT available. Underwear and socks received as part of the monthly club service is only eligible to be exchanged. Visit our Returns & Exchanges Policies page for details.

I received a gift item, but not sure I love it. What can I do?

If the item was a gift from someone and shipped directly to you, the original purchaser of the item will receive the credit for the return.  Purchases may be returned or exchanged within 15 days of delivery. To receive a full refund or exchange, your returned items must be intact, unworn, unwashed, in original packaging and condition with all tags attached. Visit our Returns & Exchanges Policies page for details.

Where do I get the Return/Exchange Form?

You can print a PDF version of the Return/Exchange Form here: Return/Exchange Form.

INTERESTING FAQ’S

I don’t really need new underwear.

Of course, no one really needs it… we all can go commando, right?  But in-depth personal research shows that one of the biggest turn ons for men & women is a great pair of underwear.  They make you look and feel great, offer support and sex appeal.  Then there are the guys, that well, really do need new underwear! (see below)

Why do I need new underwear?

We think you probably already know the answer to this one.  Open up that dresser drawer and what do you see?  Let’s be honest.  Are most of them over a year or two old (or, oh my gosh more than ten years old)?  Do you feel sexy in them?  Will the person seeing you almost naked find them sexy?  You can wear a $1,000 suite but when you strip it off, no one wants to see cheap boring undies.  Treat yourself to new, premium, HOT underwear every month.  Look at it as a monthly upgrade to your underwear drawer.

I want to model for Unzipped Citizen! Who do I contact?

Hello handsome! Do your friends say you have a great look and have an amazing body? We are always keeping an eye out for great models to represent Unzipped Citizen. We’re located in Fort Lauderdale/Miami but love to capture new faces when we travel. If you’re interested in modeling for us, email teamcitizen@unzippedcitizen.com with your recent photos showing your face and body wearing underwear (of course). We’ll keep your info in our model folder for reference when setting up our shoots.  Unfortunately, we cannot reply to all submission but we keep them for when we’re ready to shoot a project.

Does the model come with the underwear?

As much as we’d like to say yes, they don’t fit in our boxes very well.  Plus, we haven’t figured out how to feed them in transit.

Can I buy the models underwear?

You know, we get this one a lot!  Due to health regulations, the answer is unfortunately, no.   Besides, the models look great in them so we let them take them home.

What sizes do you carry?

At the moment, we stock: small, medium, large and extra-large.  (A.K.A.:  S/M/L/XL)

I want to know what I’ll be getting.

Of course, you do but our mothers told us to never ruin a surprise?  Don’t you love holiday time, opening that box to see what exciting thing is waiting inside?  The Underwear Club is kind of like that (without the argil sweaters).  Our underwear gurus will pick out an awesome premium brand that will surly make you look and feel great.