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Frequently Asked Questions

We're pleased to serve customers across North America, Europe and now even Australia. We hope you can join our growing list of customers like the ones we've had the pleasure to serve in cities and town as shown below:


FAQ

Click on any question below to jump directly to the answer.

  1. When will you ship my order?
  2. Where can I find the size chart?
  3. What is the shipping rate to addresses within Canada and the United States?
  4. Do you ship internationally?
  5. What is Basics by Mail Return Policy?
  6. Why are your prices listed in Canadian funds?
  7. What forms of payment can I use to pay for my order?
  8. Do I need an account to purchase product on your site?
  9. Can I pay with a personal cheque?
  10. How do you package your shipments?
  11. Do you provide tracking numbers for your shipments?
  12. Do you have a minimum order amount?
  13. Does Basics by Mail offer secure ordering?
  14. Why do use PayPal?
  15. How do I sign up to buy at wholesale?
  16. What is Basics by Mail Privacy Policy?
  17. What product lines do you carry?
  18. Why can't I access your secure online order form?
  19. Does Basics by Mail offer a printed catalog?

Q. When will my order be shipped?

A. We ship most orders received on weekdays within 24 hours of their receipt. Orders received on a weekend or holiday will ship on the following business day. Our store software only allows customers to order in stock product. If however you see something that you really like in another size that isn't available in your size, please don't hesitate to ask if we already have it on order and we'll let you know. This can be done either through the comment section at check out or through the contact us page of the web site.

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Q. Where can I find a size chart?

You will find size charts in each of our product listings. We have found that the stated sizes and actual fit can vary among our suppliers. So rather than have one size chart, we offer them in each listing.


Q. What is the shipping rate to addresses within Canada and it's territories?

A. Our shipping rate for customers in any province in Canada is free for orders greater than $59.00 (merchandise value). Orders below $59.00 incur a shipping cost of $8.99 plus tax. Further shipment options are presented to you at check out.

For customers in the Northwest Territories, Nunavut, northern Alberta and the Yukon, we may have to charge more due to the surcharges Canada Post has for parcels going to these destinations. Should this be required, we will contact you by email to discuss this with you before we ship.

All applicable federal and provincial taxes will be charged.


Q. Do you ship internationally?

A. Yes, we do ship internationally. Please note that in this case we do not charge any Canadian sales taxes but you will be responsible for any duties, taxes or handling fees when the product is cleared through your country's customs.

We try to maintain a consistent policy on free shipping for our international customers (including U.S. customers of course). Packages under 1 kg (2.2 lbs) do ship for free for merchandise orders over $59.00. However, if the order is heavier than 1 kg, the rates that Canada Post charges go up substantially. We have no choice therefore but to charge shipping fees for those orders. For orders less than $59.00, the following flat rate fees apply:

  • For U.S. customers - a flat rate fee of Cdn $11.99 applies.
  • For International customers - a flat rate fee of Cdn $12.99 applies.

You will be charged based on the cost of your order in Canadian dollars and your credit card company will take care of the conversion to your local currency.


Q. What is Basics by Mail Return Policy?

A. Basics by Mail will accept returns and exchanges within 30 days of shipping. Refunds are applicable to the goods only. Customers must pay for return shipping unless we make a error in the shipment. Exchanges are subject to re-shipping charges.

Items must arrive back to Basics by Mail in the same condition in which they were sent, must be unopened and in the original packaging. When you try on a garment, please try it on on top of yours. And be particularly aware not to expose garments to allergens such as perfume or cigarette smoke as we can't accept returns when these are present in a returned garment.

We're sorry but for hygienic reasons we cannot accept returns on thongs.

Email service@basicsbymail.com for a return authorization number and when provided send goods back to Basics by Mail at:

Basics by Mail
27 Auriga Drive, Unit M1045
Ottawa, Ontario
Canada, K2E 0B1
Attention: Customer Service

Mark outside of package "Goods Returned to Sender".


Q. Why are all your prices listed in Canadian funds?

A. At this point in time, our payment system is set up to handle Canadian dollars only. As a courtesy to our U.S. and International customers, we have added an estimate of the US$ price you would see on your credit card or through PayPal on each product page. We use the current exchange rate as of the start of the day and estimate the mark-up that PayPal will add. As such, the amount shown is a good estimate but the final price will be a bit difference depending on when PayPal processes the payment.


Q. What forms of payment can I use to pay for my order?

A. We accept direct credit card payments with Visa, Mastercard and American Express through Paypal, the largest and most secure online payment solution.


Q. Do I need an account to purchase product on your site?

A. No you don't. When you checkout the first time, we automatically create an account for you. The account details are emailed to you along with a copy of your order.


Q. Does Basics by Mail accept personal cheques?

A. We only accept certified checks as payment.

We also accept money orders, but please be sure to purchase them in Canadian funds or the US equivalent. Be absolutely sure when you buy your money order that it is internationally "negotiable" (i.e. cashable in Canada).


Q. How do you package your shipments?

A. We ship in either poly mailers or boxes depending on the size of the order. We don't use any branding which would portray what is inside the box. In Canada, the mailing label does have our company name and return address as is required by law. In the U.S. and internationally, we are required to state the content of the shipment for custom clearance purposes. We specify the content as clothing to protect your privacy.

So, for comparison purposes here is a shipping label from Canada:

And in the U.S. and other international destinations:


Q. Do you provide tracking numbers?

A. We provide tracking numbers when the shipping service provided by Canada Post offers tracking service. All packages shipped in Canada have tracking numbers. Small packet surface and air packages going to the United States and to international destinations do not have tracking numbers. If you upgrade shipping to expedited shipping such as Xpresspost, this service will also offer tracking numbers.


Q. Do you have a minimum order amount?

A. At our sole discretion, we reserve the right to impose an order minimum. The following are our minimum order amounts for merchandise value before shipping and taxes:

  • For orders destined for Canadian addresses: $16.00
  • For orders destined for U.S. and International destinations: $20.00

Q. How do I sign up to buy at wholesale?

A. We are very pleased to offer product to our wholesale partners. We offer discounts for certain minimum order quantities to qualified accounts. Please contact us through the Contact tab and we'll get in touch with you to work through your requirements.


Q. Why do you use PayPal?

A. We have been doing e-commerce web sites for over ten years. Lately, most breaches of security in e-commerce have come from vulnerabilities in the web server and improper storage of personal information. We think therefore that it is better to let PayPal store your personal information and not to keep it on our site. PayPal has an excellent record of keeping private information completely secure and conforms fully to the new and very rigorous payment card industry (PCI) requirements.

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Q. What is Basics by Mail's Privacy Policy?

A. We care about the security of our customers' information. It is not for sale or trade, or used for any purpose other than to provide you excellent customer service. All information provided will never be shared with anyone who is not an employee of Basics by Mail.

Basics by Mail occasionally sends promotional emails to its customer base. Please advise service@basicsbymail.com if you wish to opt out of our emails.

As well, for your discretion our packages are marked only with our return address headed by Basics by Mail.


Q. I am unable to access your secure online order form to complete my order, I keep getting errors; why?

A. You are probably contacting us from behind a corporate firewall or proxy server. Try contacting our site from another computer which is not behind a firewall such as a home computer.


Q. Does Basics by Mail offer a printed catalog?

A. No, sorry, we don't have a printed catalog. The Internet provides us with the flexibility and interactivity that a hard-copy catalogue simply can't begin to meet and allows us to always provide you with the all the latest styles and information.


Q. What product lines do you carry?

A. We are product to carry the great Canadian-made line of Stanfield's underwear, an excellent selection of WonderBra and Playtex bras, Naturana (Germany's largest lingerie manufacturer), the Watson's line of underwear manufactured by Chateau Lingerie, Echo Verde organic cotton intimates, the broad Hanes portfolio of products and now Bali bras and panties.

We are adding new products and lines all the time, so please check back often.