Help & FAQ’s
Have a question? We have the answers!
But if by chance you don’t find your question listed, simply give us a call or fill out the form.
We’ll get back to you as quickly as possible.
Can I change or cancel an order?
As all our orders are processed as quickly as possible through our fulfillment centre, once you submit your order, we are unable to cancel or make changes to it. However, we will do our best (without any guarantees) to try accommodate any changes. Call us at 1-877-797-MIND (6463) – Monday through Friday (8:00am to 4:30pm EST).
What currency is the site in?
All prices are listed in CAD. Please note that your credit card company will automatically calculate the exchange rate AND they may charge you an international fee for your order. To find out more information about the conversion rates your credit company uses, we recommend you contact them prior to placing your order.
Do you offer assistance with placing an order?
Always! Please call us at 1-877-797-MIND (6463) and one of our reps will be happy to assist/walk you through everything.
Am I able to order a package of 7 for a friend?
We think that’s a GREAT idea. We are confident they will love and appreciate your kind gesture. When checking out, just be sure you update the SHIPPING ADDRESS to the desired address so that they too can feel and know that they are….
thoughtful, understanding, conscious, intuitive, expressive, positive, loving, powerful, spirited, passionate, sensual, passionate, loving, powerful, spirited…
How does sizing work?
Each product has its own size chart. When viewing our product, double check the sizing in the description.
For MEN, the following waist sizes apply (in inches):
Size | Waist
Small | 28-30″
Medium | 32-34″
Large | 36-38″
X-Large | 40-42″
XX-Large | 44-46″
For WOMEN, the following waist sizes/dress sizes apply (in inches)
Size | Dress Size | Waist
Small | 4-6 | 27-30.5″
Medium | 8-10 | 31-33″
Large | 12-14 | 33-35.5″
X-Large | 14-16 | 36-39″
XX-Large | 18-20 | 39.5-42″
What if I’m in-between sizes?
We love and appreciate that everyone is different and unique. Therefore, depending on your preference, if you prefer a more loose/forgiving type fit, size up. If you would like a tighter/more snug fit, size down.
ONE very important thing to keep in mind is that our underwear are NOT made by machinery. They are cut and stitched by human hands so a small variance (1/2”-1”) is permitted between pairs. Please note that this variance is not enough to affect the comfort level.
Do I need to pay taxes and/or duty?
Inner Balance Wear is required to collect local HST sales tax in Ontario for all local orders.
PLEASE NOTE that Inner Balance Wear cannot control and/or take responsibility for any duties/taxes/other fees that applied to your package by local custom authorities once it reaches your country. You will be responsible for those additional fees for custom clearance. US residents are not required to pay taxes or duties on all packages with a retail value of $800 USD per person per day. For all other countries and/or US residents that purchase above the permitted amount, while the general amount for duties and taxes is 20% of the dollar amount of the declared merchandise value, as custom policies vary widely from country to country, you should contact your local office for specifics. BY LAW, Inner Balance Wear must declare all items at their full price and CANNOT alter this amount to decrease international custom fees. Release of your package is at the sole discretion of the custom agent and in rare occasions, delivery may be delayed as a result.
IF YOU refuse a shipment from Inner Balance Wear, you are responsible for the original shipping charges, any import fees, duties and taxes that are incurred on the package, and the cost of returning the package to Inner Balance Wear. This amount will be deducted from your merchandise refund. In the instance that the return fee exceeds the amount of the merchandise plus shipping costs, the package will be abandoned and you will not be refunded.
How do I return or exchange my purchase?
Given the nature of the garment (underwear), due to hygienic reasons (the “IK” factor), we are unable to accept any returns or exchanges.
However, if the size/style/gender you received was not what you ordered, we will send you a new replacement package free of charge **ONE TIME ONLY**
Please ensure you email us the below information to:
- Full name
- Telephone number
- Address (must match original order)
- Original Order number
- Original item ordered
Reasons for replacement (i.e. Ordered Men Trunks in small – received Men Trunks in medium / Ordered Women Large Hipsters – received Women Large Boyshort)
How should I care for my “I am…” underwear?
For BEST results, hand wash in cold and lay flat to dry – this helps protect the fabric colour and elastane. Alternatively, you may machine wash your “I am…” underwear using COLD water (with like colours) in a DELICATE cycle and tumble dry on LOW heat. Make sure you DO NOT iron, bleach or dry clean.
What are your underwear made of?
Inner Balance Wear’s “I am…” underwear are made with imported, ultra-soft, natural, breathable cotton (95%) and elastane (5%) to help maintain its shape. Not only are they comfortable and form fitting, but we know they will help you maintain positivity throughout your day.