FAQ

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 have in Canada, the USA, Europe and Australia:

Click on a page link to answer your question:

  1. Who do you ship with and 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. How do I cancel an order or edit an order?
  7. Why are your prices listed in Canadian funds?
  8. What forms of payment can I use to pay for my order?
  9. Do I need an account to purchase product on your site?
  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. How do I sign up to buy at wholesale?
  15. What is Basics by Mail Privacy Policy?
  16. What product lines do you carry?
  17. Why can’t I access your secure online order form?
  18. Does Basics by Mail offer a printed catalog?


Q. Who do you ship with and when will my order be shipped?

A. Our domestic orders are shipped by Canada Post. We ship international orders either by Canada Post or Federal Express.

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.

For customers in the USA, our shipping policies are:

Merchandise Order Size (after discounts)Shipping Price
Less than US$ 69.00US$ 6.99
Greater than US$ 69.00Free

For International customers – the following fees are applied:

Merchandise Order Size (after discounts)Shipping Price
Less than Cdn $79.00 and < 500 gm (1.1 lbs)$10.99
Less than Cdn $79.00 and between 500 gm and 1 kg (between 1.1 and 2.2 lbs)$13.99
Greater than Cdn $79.00 and < 1 kg (2.2 lbs)Free
Over 1 kg (2.2 lbs)Please check pricing at checkout


Q. What is Basics by Mail Return Policy?

A. Basics by Mail will accept returns if the item is received within 35 days of shipping. Refunds are applicable to the goods only. Customers must pay for return shipping unless we make a error in the shipment. If more than thirty-five (35) calendar days have passed since the original purchase was shipped, we reserve the right to accept or refuse this return. If we accept a late return, we will deduct from your account 20% or $10, whichever of the two is greater from the original purchase amount. There are no returns after 60 calendar days after the order was shipped.

Items must arrive back to Basics by Mail in the same condition in which they were sent in the original packaging. When you try on a garment, please try it 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.

Please note that if you feel that an item has a manufacturing defect, please discuss this with us before taking any action. Manufacturing defects are normally managed by the manufacturer.

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

Please complete the following form and send your return back to the following address:

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

PLEASE ALLOW 10–14 BUSINESS DAYS FOR YOUR RETURN TO BE PROCESSED.

Please note that clearance items are final sale and returns are not allowed.

Sales to film studios are final – no returns permitted.


Q. How do I cancel an order or edit an order?

A. Please let us know immediately through the contact page if you wish to cancel an order. If we haven’t shipped it we will cancel the order and refund your 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.


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. 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 package. 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.


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.

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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, Shadowline, Elita and 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.