FAQ

General

What is my size?

Our sizing is a little different to reflect the true bell curve of the average person in the United States. For US, a medium is an 18-20. You can find your size with US using our Find My Size tool, or referencing our Size Chart

If you have any questions, we’re happy to connect you with a fit and styling expert when you book a virtual styling appointment here.

What's "See It In Your Size"?

We shoot all of our products on models across our entire size range so that everyone can see the pieces they love in their size. We’re taking the guesswork out of online shopping. Sizes 00-40.

What's "Fit Liberty"?

Fit Liberty is a revolutionary shopping program that allows you to buy for the size you are right now, in this moment. If your size changes within one (1) year of purchase, we’ll replace your clothes and send your new size - for free (limited to one exchange)! Any gently worn clothing returned through Fit Liberty is donated to local charity partners. You can shop the eligible products with the Fit Liberty collection here.

Please note: Final Sale, Mystery Box, and Denim Drive products are excluded from the Fit Liberty program.

Do you have a referral program?

Yes! You can earn up to $75 to spend with US when you send 3 friends our best-selling Tee Rex (for free). No, it’s not too good to be true. Learn how here!

Do you ever offer discounts or sales?

We do our best to start out with the best, and fairest price possible for our clothing. The best way to earn credit towards your purchase is through our Refer a Friend program. Every time someone you recommend redeems a free tee, you will get $25 to shop with US.

Be sure to join our mailing list to be informed of special promotions, giveaways, and other insider information.

On occasion, we offer exciting promotions for our customers. Individual promotions have applicable terms and conditions.

I accidentally ordered the wrong item. What do I do?

Please make sure you are ordering the correct size and color as we are not responsible for any mistakes you make at checkout. However, if you do make a mistake, our customer service team will do everything they can to help. Please reach out to our customer service team at us@universalstandard.net for assistance.

Capsules

What is a capsule?

Capsules give you the interchangeable essentials you need for an even better value. You save 20% when you buy one of these small collections of staple pieces meant to be worn together. You can mix and match the pieces in your Capsule to create multiple looks with minimum pieces (hello closet space). So you can do more with less!

How do returns work for Capsule Items?

All the items in your Capsule can be returned or exchanged via Mail or through a Happy Return Bar here

You have 30 days to process your return or exchange from the shipping date. All eligible returns will be considered for unworn, unwashed items and all hangtags must be attached with the original packaging.

Are my capsule items Fit Liberty eligible?

Any pieces included in your Capsule that are a part of our Fit Liberty Collection are still eligible for one free exchange within a year of purchase should your size go up or down. You can review eligible products within the Fit Liberty collection here.

What is a Capsule ID?

Every Capsule is unique to your specific color, style, and size selections. The Capsule ID helps US to process your selections quickly and accurately. Once we process your Capsule order, you’ll receive a shipping confirmation email with your tracking number so you can follow your package.

Can I purchase a capsule if I live internationally?

Unfortunately, we can not process international orders for Capsules.

Account

How do I create an Account?

You can create an account by registering here. You’ll be able to save your wishlists, track your orders, and access order history. Plus, you might just find some insider perks added to your account every now and then. Who doesn’t like surprises?!

What is Behind The Seams? 

Behind The Seams is the Universal Standard loyalty program. When you create an account, you’ll gain access to rewards, exclusive promotions, and many more exciting experiences. Members earn points that can be redeemed toward future purchases (win, win). Plus there are additional ways to earn points such as referrals, reviews, and following US on social media! 

IMPORTANT MESSAGE REGARDING OUR LOYALTY PROGRAM: AS OF JANUARY 1, 2023, THIS PROGRAM WILL NO LONGER BE AVAILABLE. THE LAST DAY TO EARN POINTS IN THIS PROGRAM IS DECEMBER 31, 2022. YOU CAN REDEEM ANY POINTS EARNED THROUGH DECEMBER 31, 2022 UNTIL MARCH 31, 2023. ANY POINTS NOT REDEEMED BY MARCH 31, 2023 WILL BE FORFEITED. ALL OTHER TERMS OF PARTICIPATION APPLY.

Does Behind The Seams have tiers?

Yes. We have four tiers: Core, Essential, Exclusive, and Only US

You’ll qualify for tiers based on annual spend. Here’s the tier breakdown: 

Core: $0- $249 Annual spend 
Essential: $250-$499 Annual spend 
Exclusive: $500-$999 Annual spend 
Only US:  $1000+ Annual spend

As you progress to the various tiers, you’ll gain access to additional benefits and perks! 

**If you already have an account with US, you are auto-enrolled into Behind The Seams. We are unable to add points from purchases made prior to the loyalty program launch date. Log in to your account to see which tier you qualified for.

Who can join Behind The Seams? 

Joining Behind The Seams is easy and free! At this time, participation is available to US residents who are eighteen (18) years old or older and provide US with the required enrollment information. Creating an account is easy, start registering here.  

What if I’m an international customer, can I join Behind The Seams?

At this time, Behind The Seams is only open to US residents who are eighteen (18) years old or older.

What are my benefits and rewards? 

Community members earn points on purchases plus additional benefits and access to exclusive community promotions. All members will earn 1 point per $1 net spent on qualifying items that will convert to Universal Standard rewards. Depending on your tier, you’ll have access to other exciting experiences!


IMPORTANT MESSAGE REGARDING OUR LOYALTY PROGRAM: AS OF JANUARY 1, 2023, THIS PROGRAM WILL NO LONGER BE AVAILABLE. THE LAST DAY TO EARN POINTS IN THIS PROGRAM IS DECEMBER 31, 2022. YOU CAN REDEEM ANY POINTS EARNED THROUGH DECEMBER 31, 2022 UNTIL MARCH 31, 2023. ANY POINTS NOT REDEEMED BY MARCH 31, 2023 WILL BE FORFEITED. ALL OTHER TERMS OF PARTICIPATION APPLY.

How do I redeem my points?

During checkout, be sure you’re logged in and select “redeem points” as part of the checkout process. Rewards can only be redeemed in increments of $10.00. Each time you’ve earned 100 points, you’ll be entitled to redeem a $10 reward. Each order is entitled to redeem a maximum of 400 points per order placed.

Please note: Due to limitations you're not able to checkout using points when paying with Express Checkouts (i.e., ShopPay, ApplePay, PayPal, and GooglePay). We recommend checking out in incognito mode if you're having trouble! 

IMPORTANT MESSAGE REGARDING OUR LOYALTY PROGRAM: AS OF JANUARY 1, 2023, THIS PROGRAM WILL NO LONGER BE AVAILABLE. THE LAST DAY TO EARN POINTS IN THIS PROGRAM IS DECEMBER 31, 2022. YOU CAN REDEEM ANY POINTS EARNED THROUGH DECEMBER 31, 2022 UNTIL MARCH 31, 2023. ANY POINTS NOT REDEEMED BY MARCH 31, 2023 WILL BE FORFEITED. ALL OTHER TERMS OF PARTICIPATION APPLY.

Can I combine benefits, rewards and promotions to get more rewards?

We love your savvy thinking! Behind the Seams Loyalty points and discounts are not eligible to be redeemed during Sample Sale or promotional periods. Worry not, you will still acquire points from any purchases made during the promotional period.

You are unable to redeem Behind the Seams Loyalty Points when purchasing items that are discounted in price or marked as Final Sale.

I forgot to login at checkout, can my points be added to my account? 

The best way to guarantee you receive your points is to ensure you’re logged into your account when placing an order. Unfortunately, if you are not logged in, your points will not be added to your account. Our team is unable to add points to your account retroactively.

If I have multiple email addresses, can I combine my points?

We are only able to support one account per person. Points from multiple accounts cannot be combined and are subject to the Universal Standard Loyalty Program Terms of Participation.

How do I receive points for leaving a review?

Best of both worlds, US and your fellow shoppers learn valuable insights! In order to receive points for your review, you'll want to ensure that you respond via the review request email that will be sent shortly after your purchase (you can easily search your inbox for the subject line: What'd you think of your purchase from US?". Although we welcome all reviews, writing a review directly on to our site will not earn loyalty points.

If I return a product that I purchased partially with a point reward, do I get my reward points back?

If you return a purchase for a refund, you will not receive the reward points back into your account.

Can I earn points on orders paid with a gift card? 

You can only earn points on purchases made with a debit card or credit card. Purchases made with a gift card will not earn points toward your account. 

Shipping

Where can I check the status of my order?

You can confirm your order at any time through your account page or by clicking on the link in your order confirmation email. 

If you did not receive your order confirmation email, or have any additional questions about your order, please contact us@universalstandard.net. We’re always happy to help out!

Where can I track my order?

Please allow 36-48 hours for US to process your order. Once shipped, you’ll receive a confirmation email with your tracking number. 

If you did not receive your shipment confirmation email or have any additional questions about your order, please contact us@universalstandard.net. We’re always happy to help out!

What if I need to change my order?

Please reach out to our customer service team at us@universalstandard.net and we’ll see what we can do! Please note: Universal Standard is not held responsible for any mistakes made at checkout, but our team is always available to look into your order.

Where do you ship?

We ship anywhere domestically across the United States and to most international locations! For international orders, please select your country of origin in the bottom left hand corner of our site.

For any other questions, please reach out to us@universalstandard.net.

What are my domestic shipping options?

If you live in the U.S. standard (5-10 day delivery) shipping is free!

All United States orders receive free standard (5-10 business days) shipping! Or select expedited shipping (2-4 business days) at checkout for $25.

Please note: Free shipping is guaranteed on all full-price purchases. Promotions (Denim Drive) and Final Sale items may include a standard shipping fee upon purchase.

What are my international shipping options?

For international destinations, we offer international shipping services through our partner, Flow, who offers shipping via DHL Express. Orders that are shipped outside the United States may be subject to customs, duties, VAT, and/or other clearance fees. Flow calculates and collects these customs and duties taxes with the shipping charges at checkout for all international destinations. You will have access to transparent tracking from origination to the final destination and straight to door delivery.

*We do not offer free return shipping on international orders. Customers are responsible for return shipping cost. We also do not refund duties or customs on any order. Universal Standard is not held responsible if your package is lost in transit.*

My product was lost in transit, what do I do?

Oh no! Reach out to our customer service team at us@universalstandard.net and we will look into this ASAP. Please note: Universal Standard is not responsible for items lost in transit, but we’re happy to try and help you find your package.

I accidentally shipped my order to the wrong address – what do I do?

If you notice that the order is going to the wrong address after it has shipped, and is being shipped via UPS, we recommend logging into UPS and re-routing the shipment via their portal. This is the best way to guarantee the shipment gets to the proper address. 

If that is not an option, give US a shout at us@universalstandard.net and our customer service team will do everything they can to help. Please note: Universal Standard is not responsible for mistakes made at checkout, but we’re happy to help you any way we can.

When will my order ship if I order a pre-order and an in-stock item?

Orders containing both pre-order and in-stock products will ship together when the items are all in stock. Feel free to reference individual product pages or your order confirmation for any special shipping information.

Returns

What is your return or exchange policy?

You will have 30 days to process your return from the shipping date. All eligible returns will be considered for unworn, unwashed items, and all hangtags must be attached with the original packaging. Returns completed at a Happy Returns bar location will incur a $4.50 processing fee and for mail-in returns, you'll see a $7.50 processing fee. The processing fee will be auto-deducted from your returned amount.

Please allow up to 2 weeks for processing to allow our team to quality check & inspect all returns. If you're participating in a Free Tee promotion, Sample Sale, or your item is listed as "final sale", your purchase is considered final sale and is not eligible for returns or exchanges. You can process your returns with US here.

How do I return an item?

You can return via FedEx return label or through a Happy Return Bar. To return by mail or at a Happy Returns Bar, please start your return here

Returns will be considered for unworn, unwashed items, and all hangtags must be attached with the original packaging. Worn items will not be accepted for return/exchange. Returns completed at a Happy Returns bar, you'll see a $4.50 processing fee. For mail-in returns, you'll see a $7.50 processing fee, which will be auto-deducted from your returned amount.

What About Fit Liberty?

Any products purchased from our Fit Liberty Collection may be exchanged up to one time for size within 365 days of purchase. 

Unsure if your purchase is a part of Fit Liberty? You can check eligibility by logging in here.

Can I return a gift?

Yes! Don’t have the order number or shipping zip code? Reach out to US at us@universalstandard.net and we’ll assist you in getting your gift return all sorted.

My product was defective.

Oh no! We’re happy to replace your item for free within 90 days of purchase with pictures of the product issue. We can only replace a defective item once within 90 days. You can process your exchangehere.

What about an international return?

We accept international returns (via Happy Returns) for the following countries: 

Canada, Australia, Great Britain, Switzerland, France, Germany, New Zealand, Singapore, The Netherlands, Spain, Japan, Ireland, Sweden, Belgium, Israel, Korea, Hong Kong, South Africa, Iceland, Italy, Saudi Arabia, Norway, Mexico, Kuwait, Finland, Denmark, United Arab Emirates, Luxembourg, Estonia, Philippines, Czechia, Greece, Cyprus, Qatar, Cayman Islands, Slovakia, Bahrain, Thailand, and Turkey.

*We do not offer free return shipping on international orders. Customers are responsible for return shipping costs. We also do not refund duties or customs on any order. Universal Standard is not held responsible if your package is lost in transit.*

Further Questions?

Have additional questions?

Let US know! You can contact our customer service team at US@universalstandard.net. We are here Monday - Friday from 10 AM to 6 PM EST.