Hello and welcome to BodyAware's frequently asked questions
Simply click on a topic below to learn more.
We aim to ship the majority of order on the day received, Monday to Friday, if received before 3pm MST. All orders are sent in discreet plain padded mailing envelopes or boxes with your name and address label affixed to the front. Our company name does not appear in full on the outside of packages sent by mail, the return address shows “BA Inc” only. If you select FedEx for expedited delivery, the return address shows as Body Aware Inc.(in small letters on the return address part of the label) as FedEx requires the full company name. No one will know what is in your package. Your credit card statement will show the charge from "Body Aware."
You will receive an email from us confirming shipping and giving any tracking information available (depending on shipping service selected). Sometimes these automated emails are considered spam so please look in your spam or junk box if you do not receive an email. Tracking information from USPS.com or FedEx.com may not be available for the first 24 to 48 hours after you receive your shipping confirmation email. Please note that the regular airmail service from USA to overseas destinations is generally not trackable beyond the USA, so if you can get some information by tracking, it will only go as far as the point of departure from the USA (you will need to select Priority or Express airmail to have a full tracking number to destination).
The web site gives live information on stock availability. If an item is currently unavailable in a specific color and size, the "add to cart" button will display a "Notify me" message. You are invited to enter your email and then you will automatically be sent an email as soon as the item comes back into stock in your preferred color and size. We recommend using this facility as we keep track of the number of customers wanting each item, and higher priority in manufacturing is given to items most often requested.
Please see our size chart (there is a 'Size Chart" next to each products description). We recommend measuring your waist (or chest) with a tape measure before referring to the chart. As all manufacturers have different sizing standards, if you are medium in one company's products does not necessarily mean that you will be a medium in ours. As our background and styles are European, we tend to follow European standards, where items are designed to be low waisted and figure hugging. Many Americans are more comfortable with a looser fit, and so may prefer to order a size up. For tank tops and bodysuits, we suggest determining the size by your chest measurement. For all other items, you should use your waist measurement.
Shipping charges are determined at checkout by the shipping method selected, the weight of the goods and the destination relative to our warehouse in Arizona. The rates can be seen at any point for what is in your cart by going to checkout. We currently have a low shipping option for USA delivery addresses of around $2.50 to $3.50 for first class mail (depending on weight of the goods). If you need your items faster (and who doesn't), then we offer faster mail service plus FedEx overnight and 2 day delivery options.
If paying by credit card, as long as you give the correct billing address and CVV (security code on back) for the credit card used, we can ship to a separate PO Box. If paying by PayPal, the PO Box must be one of your Confirmed PayPal addresses. If paying by check or money order, we can ship to a PO Box.
We want you to be happy with your purchases, but at the same time underwear is an intimate item so we do have some requirements if you wish to return an item. If you have any questions, please feel free to email us. We endeavor to respond to emails within 2 hours during normal office hours.
If you wish to return an item or items of clothing within 14 days of purchase, please be sure they are in unworn condition and in original packaging with tags and labels attached. Please try on underwear over clean underwear if there is a chance you may want to return it. We do reserve the right to reject a returns request if the items have been clearly worn and have not been returned in the condition received, for example crumpled up with no attempt to fold and repack the goods to keep them in as new condition, or if the return policy is otherwise abused. Please note that free shipping at purchase offer only applies if you purchase and keep over $50 value of goods. If you make a major return then the original shipping cost will be deducted from the returned funds.
If you still have the original packing slip, please send it back with your instructions, or else include a separate note and be sure to include your name and address. Please ship back to us at your expense to:
Returns Dept., Body Aware Inc., 16443 N 91st St #104 Scottsdale AZ 85260 (USA)
You will need to pay the return postage, but if exchanging items, we will pay for the new items to be mailed back to you. If sending a large value package, we recommend sending insured mail. If sending from outside USA, please be sure to write "returned clothing" on any customs forms.
For reasons of hygiene, we regret we cannot accept returns of any sex toys or latex items.
We ship to most countries in the world from our USA warehouse. We provide prices in local currency for some countries, but please be aware these are based on the exchange rate at that moment, and your actual billing on your credit card will be in US$, so some small fluctuations are possible. When checking out, the available shipping options and costs will be shown to you. Shipping times vary considerably from country to country, depending on the local delivery service and also delays than can occur in customs. Typically most packages sent by regular airmail are received within 2-5 weeks. Please be aware that regular airmail from the USA mail service does not provide a tracking capability. If this is important to you, we recommend Priority Mail International. Priority Mail and Express Mail are trackable services. We recommend these services if delivery is not secure in your country, as we are not responsible for packages that are lost in the mail if regular airmail is selected as the shipping option.
Orders (particularly large orders) shipped outside of USA may be subject to VAT, import duties and carrier handling fees that can be levied once your order enters your country. There is no process available for us to prepay these taxes, so we ship with these taxes and duties NOT prepaid. So unfortunately any such charges are the responsibility of the customer, and will generally have to be paid before the mail service will release the package. In countries with high VAT rates, these extra costs are significant, so please consider the likely extra costs before placing an order. In many countries, the mail service will leave a postcard at your address with instruction on how to pay any taxes and to claim the package. Please contact your local mail or customs office for additional information.
Please be aware that when customs clearance procedures occur, delays can be caused beyond our original delivery estimates.
As Body Aware started as a UK company before moving to the USA, we have a lot of British customers. Please be aware that HM Revenue & Customs surprisingly do not provide a means for us to prepay the Customs duty and VAT, which we would love to be able to do. So we ship with these taxes and duties NOT prepaid, so unfortunately any such charges are the responsibility of the customer, and will generally have to be paid before the mail service will release the package. Every country has slightly different rules, but in the case of the UK (as of January 2015), VAT is charged at 20% of the total invoice value on any invoice over £15, plus import duty of 2.5% on any package invoiced over £135. To add insult to injury, the Post Office adds an £8 fee for the privilege of collecting the taxes. So ordering from USA can be an expensive proposition, so please take the likely costs into account before you place an order with us. Our experience shows that now the majority of packages are assessed taxes by the authorities on arrival into the UK. We are often asked to reduce the declared value. Unfortunately we cannot do this, as then the goods are likely to be sized by customs and everyone loses. We do have a distributor in UK who carries some of our range. It is worth checking with them to see if they carry what you wish to order, visit www.bodyaware.co.uk
If you find your shopping cart is not remembering items added, or is empty when you go to check out, cookies may be disabled on your browser. Cookies are small text files on your computer/mobile device that are used to store items added to your shopping cart. If your web browser is not set to accept cookies, you will not be able to place an order or take full advantage of the features on our website. You can check if cookies are enabled by going to: http://www.whatarecookies.com/cookietest.asp Also we do not support old versions of Internet Explorer (IE8 or below) or Windows XP as these are not secure, Please update your browser or use Chrome or Firefox.
If you have made a purchase and set up an account previously, you don’t ever having to fill in another form! At Checkout you will be prompted for your email address and password (if you have forgotten the password there is a link to help you). Then you can select from previous delivery and billing addresses, and payment methods you have used previously (or add new ones). You will only need to re-enter your CVV security code from the back of the credit card, and then with a single click you can complete the order.
Absolutely, we love to hear from you! If you have any thoughts on items you have purchased, or suggestions on the types of products you would like to see, please use the "Contact Us" link which you will find at the foot of the web pages. We have a whole factory overflowing with fabrics and filled with highly skilled designers, pattern cutters, seamstresses and seamsters who can make anything, so send us your ideas and keep them busy!
We are located in Scottsdale, Arizona. We do not have a shop, but local customers can place the order on-line and email firstname.lastname@example.org to let us know that you will be picking up later from our front desk(or email or call (480 661 0708) with the order). We are open from 9am to 4.00pm, Monday to Friday, for customers using this option. Unfortunately we do not have a showroom or any facilities for trying on products.
Yes, you can opt to place an order as a guest, without setting up an account. At start of checkout, at the Login screen, you can select "Buy without an account" and an account will not be created. Please be aware that if you choose not to create an account, you will not be able to sign in to trace the progress of your order. We request an email address so we can contact you if there is any problem with the order, and to allow us to send you an order confirmation and shipping information.
For our USA customers we offer the option of paying for your order with a check or money order sent in by mail. Simply proceed to order on line and at check out, select to pay by check/money order. Then at the end of checkout, print a copy of the order receipt and mail it within 24 hours to: Body Aware, 16443 N 91st St #104, Scottsdale AZ 85260. We will reserve the goods for you for 5 days, and if paying by money order, the order will be shipped as soon as we receive payment. Orders paid by check will be held a few days for check clearance. Please note this service is for USA customers only, paying in US$.
Absolutely. We make use of the latest encryption techniques and have a broad array of state-of-the-art features in our system that allow us to monitor and control the security of your transaction, making us a very safe place to do business. We are in full compliance with the Payment Card Industry Data Security Standards which is a set of requirements designed to ensure that all companies that process, store or transmit credit card data maintain a secure environment.
Like many other websites, we also collect information through cookies and other automated means. Cookies are commonly used by websites to save data on your computer, for example to store the items you place in the shopping cart. In fact, if you have cookies disabled, then you will find that your cart will alway be empty on check out. Other information we collect from cookies may include your IP address to determine your country of origin and browser type, so we can offer a more personalized shopping experience on our websites. We DO NOT sell this information and will not share your personal information.