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FAQ

Top Questions

When can I expect my order to ship?
Due to the continued impact of COVID-19, we’re experience some delays. Shipping is taking longer than usual - but rest assured we're working hard to get your orders out as quickly as possible. Please expect ground orders to be shipped within 3 weeks of being placed. We’re so sorry for the inconvenience and are extremely grateful for your patience!
How Much is shipping?
All ground orders ship for free. Should you choose to upgrade your shipping the costs will be calculated at checkout based on your shipping address. Please note that we are currently experiencing shipping delays and unfortunately cannot guarantee that products will arrive within the requested time.

Shipping

Do you ship to military bases or internationally?
We currently do not ship to any military bases or internationally.
How much is shipping?
All ground orders ship for free. Should you choose to upgrade your shipping the costs will be calculated at checkout based on your shipping address. Please note that we are currently experiencing shipping delays and unfortunately cannot guarantee that products will arrive within the requested time.
Why have I only received part of my order?
Some of our items are shipped from separate warehouses and this can cause orders to be split into different shipments. Please keep an eye out for shipping updates on your order.
how do I make a return?
Returns are easy! All orders will arrive with a pre-paid shipping label. Simply pack up your product back in its original box, or similar, fill out the return form and securely fasten the box with packing tape. Adhere the shipping label to the exterior of the box free from all other shipping labels or markings. Note: using our shipping label will incur an $8.00 fee that will be deducted from the final refund of your return. You are welcome to use your own shipping label should you not want to use ours. If you have any other questions, please contact our customer service team at hello@underthecanopy.com with your order number and one of our team members will be more than happy to assist you.
how long does it take for my refund to process?
Once your items have arrived at our facility and our inventory team has had time to process everything you will be issued a refund with an email notification. Your refund should reflect on your account with 2 or 3 business days. Note: due to Covid-19, our warehouse is taking extra precautions and ensuring the safety of their employees. We are currently processing returns slower than normal, so please allow for additional time for your return to be processed.
I accidentally ordered the wrong item/size, how do I change that?
If you have accidentally ordered the wrong size or item, please contact our customer service team immediately at hello@underthecanopy.com with your order number and information about the mistake. If the item is a different size or needs to be replaced with an item that is worth more than the incorrect item, we will cancel that item in your order and request that you place a new order for the replacement item. If you do not realize an incorrect item was ordered until you have already received your order, please return it to us within our return policy window, use the prepaid label* (or your own) and return the incorrect size and place a new order on our site.

*Using our pre-paid label will incur an $8.00 fee and will be deducted from the final cost of your return.
what shipping carrier do you use?
We use FedEx, UPS, Lasership & Smartpost.

Product Information

are all of your products GOTS certified?
A majority of our products are GOTS certified, but we only put this certification on the products that have been certified. This is the same for all of our third-party certifications on our items.
where are your products made?
We partner with environmentally certified factories in The United States, India, Pakistan, Turkey, and China.
what certifications do your products have?
Our products have a variety of third-party environmental certifications including GOTS, OEKO-TEX, Fair Trade, RCS, GRS and FSC. All certifications are clearly marked on our packaging and the tags on the item itself.
how do I clean my organic products?
Please reference the product tags for our wash and care recommendations.
Can I purchase a fitted or flat sheet separately?
This is currently not an option we have—our sheets are sold as a preassembled set, which include the fitted sheet, flat sheet, and matching pillowcase(s).
what is the difference between sateen and percale bedding?
Both our sateen and percale are made with 100% organic cotton and feature an optimal 300 thread count.

Our sateen is buttery-soft and smooth without being too satin-like. It’s great for cool sleepers or use in colder months, as it is warmer to the touch.

Our percale is crisp and refreshing (think of a classic cotton button-down shirt). It’s great for warm sleepers or during the summertime, as it feels cooler against the skin.
are your products treated with a fire retardant?
No, we do not treat any of our products with any harsh chemicals, toxins, or carcinogens and this includes fire retardant, wrinkle resistance, etc.
do rugs take longer to ship?
A majority of our rugs are made-to-order and thus have a longer turnaround time.Please keep an eye out for shipping updates on your order.

Promotions & Discounts

How can I apply my discount code?
Majority of our discount codes must be manually applied by the customer upon checkout. There will be a box in the payment section of the checkout screen that will allow you to import your code then.

If you are having trouble with your code, please contact our customer service team at hello@underthecanopy.com.
how do I use my issued store credit?
Your store credit code will be emailed to the address for your Under the Canopy online login. The code will need to be manually applied for a one-time use (you can decide whether to use it on any purchase made within a year of being issued, but it can only be used once) and it cannot be combined with any other discount codes or promotions.
how do I use a gift card on my order?
Check the email that you received with the purchase of the gift card. There should be a code that you can manually apply to your order upon checkout. If you return the item you purchased with the gift card within 30 days for a refund you may be issued a store credit.
can I combine my store credit with other promotions or coupon codes?
No, you are not able to combine your store credit with other promotions or coupon codes. Your store credit must be used individually as a one-time-use code within a year of being issued.
can I combine promotions and coupon codes?
This will vary from sale to sale but generally you are not able to combine promotion pricing with coupon codes.
i previously used a coupon code and the website is no longer accepting it, how can I use it?
Our coupons, like most good things, do have a limited time offer. It is possible that your coupon code has expired and can no longer be used. If your code has not expired nor has previously been used please contact our customer service team for assistance at hello@underthecanopy.com.
I purchased an item prior to the sale, is it possible I can receive sale pricing on that order?
All orders made are based on the pricing of that current moment, thus we cannot change the pricing you were charged once you have completed checkout.
how do I leave a review?
Go onto the specific product page for the item you would like to review, scroll down to the review section, and click the button “Write a Review.” As a thank you for your feedback, we will send you a discount code.
how do I use my review discount code?
After you submit your review an email with your coupon code will be sent to you. To use the code during checkout you must manually apply it before completion.
I forgot to use my discount code upon checkout for an order I just placed, can it still be applied?
We are sadly unable to do this—we recommend that you verify your cart and payment method before checking out. If you happen to miss the chance to use the code, you can use it on your next order.
how can I be notified about sales and promotions?
The best way to find out about our sales and promotions is by subscribing to our emails and checking our social media.
Do you have a student discount?
We offer college students a 15% discount off their next purchase. To unlock this discount, please sign up for our emails using your college email address ending in .edu.

Customer Service

what are your customer service team hours?
Our customer service team is available at 833-328-8246 to help you Monday through Friday 9AM-5PM EST. You can also reach us at any time via email at hello@underthecanopy.com
how can I contact your customer service team?
The best way to reach our customer service team is via email at hello@underthecanopy.com or give us a call at 833-328-8246 from 9am-5pm EST Monday-Friday.
when can I expect to hear a response from customer service?
Our customer service team will do our best to respond to your request as soon as possible but please allow up to two business days (or 48 business hours) for us to get back to you.
Can customer service help me with my return?
Our customer service team is more than happy to assist you with your return. Please email us at hello@underthecanopy.com with your order number and request and someone will help you as soon as possible.

Partnerships & Collaborations

do you sell wholesale?
We currently do not offer wholesale pricing. We do have a trade program, but this is only applicable to hospitality, interior designers, architects, contractors, and decorators with an actively registered commercial business.
do you have a trade program?
We do have a trade program for active and commercially registered interior designers, hotels, design showhouses, architects, contractors, and decorators. Those accepted into the program will receive 20% off their purchases for their business projects and will be required to be reactivated the following year. Please send your reseller certificate to partners@underthecanopy.com to apply.
do you work with influencers?
Yes, we do! Please email our marketing department at marketing@underthecanopy.com for all influencer inquiries.
do you have a press contact?
Yes, please email our marketing department at marketing@underthecanopy.com for all press inquiries
do you work with other brands?
Yes, we do! We have worked with several brands for giveaways, social media collaborations, panels, and more. Please email our marketing department at marketing@underthecanopy.com for all brand collaboration inquiries.