Frequently asked questions
Partnerships & Collaborations
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).
We currently do not ship to PO Boxes, only to street addresses.
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.
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 email@example.com
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.
Yes! We have expanded our travel amenities to full size with an updated and improved formula, but the same great White Citrus & Lime fragrance and quality we stand behind. Shop here: https://underthecanopy.com/collections/personal-care
Unfortunately, that does mean our travel size amenities are no longer available for sale.
While we love all of our collections, we do sometimes remove older products to make room for new items. If you wish to purchase an item we no longer sell, please contact firstname.lastname@example.org to see if we are able to Special Order this item for you, however we do not guarantee this is possible. Should we be able to obtain an item for you that we have since discontinued, this would be considered a special order, it would be final sale, no returns or exchanges.
Each item varies in their restocking time, but we try to have everything available again within 4-8 weeks after selling out. To get a notification about when specific items are available again, simply click on the “Email Me When Available” button on sold out items and you will receive a notification when it is restocked.
Simply go onto the webpage for the product, select the color and size, and click on the button that says, “Email Me When Available.” You will be asked to submit your email address and will receive a notification if/when this product is restocked for purchase.
Yes, we offer ground shipping to Alaska, Hawaii and the U.S. Territories for $45 and 2-Day shipping for $100.
We currently do not ship to any military bases or internationally.
All ground orders ship for free until December 31st, 2020. Should you choose to upgrade your shipping the costs are as follows: 2-Day is $14.00, and Overnight is $20.00. Please note that all shipping carriers have suspended guaranteed shipping, so should you choose to upgrade to 2-Day or Overnight, please do so at your own risk; we unfortunately cannot guarantee your product will arrive within the requested time.
Some of our items are shipped from separate warehouses and this can cause orders to be split into different shipments. If an item is missing from your order and has not arrived within 1 or 2 business days of your initial delivery please contact our customer service team at email@example.com with your order number and the missing item(s) for us to track it down for you.
Returns are easy! All orders will arrive with a pre-paid shipping label. Simply pack up your product back in itsoriginal 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 firstname.lastname@example.org with your order number and one of our team members will be more than happy to assist you.
We ask that you double check your shipping address before “Checking-Out” but in the case that you need to change it after making your purchase, please contact our customer service team immediately at email@example.com with your order number and correct address. If your order has not yet been processed or shipped, we will be more than happy to update the address for you. In the case that it has shipped out we will do our best to update the address as quickly as possible but if you are unable to reach us due to our offices being closed, we recommend you contact your local carrier’s office for assistance.
Once your items have arrived at ourfacility 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 youraccount 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.
If you have accidentally ordered the wrong size or item, please contact our customer service team immediately at firstname.lastname@example.org 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.
At this time, we do not have these as available options for our orders.
Majority of our orders are shipped either via FedEx or UPS. Select baby products are sent via USPS.
Our orders typically ship within one business day of your order being placed. There may be delays in shipment due to business hours, holidays, and unforeseen weather conditions.
Sadly, right now we cannot hold orders for any customers. We ask that you place your order and pay for the appropriate shipping around your schedule.
We are unable to send samples of products at this time.
Our products are responsibly and ethically made by environmentally certified factories in The United States, India, Turkey, and China. We work with factories that pay fairly and contribute to the larger communities in humanitarian efforts such as women’s empowerment, education and water conservation.
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.
The “3% Other Material” in our towels is Lyocell, which is a biodegradable fabric made from wood pulp. It helps prevent bacteria growth, increase absorbency, and make our towels more durable. Curious to learn more about it? Check out our blog about what makes these towels our most sustainable ones yet.
We recommend checking the cleaning instructions tags on your item before doing anything since organic cotton can become damaged if treated incorrectly. In general, wash your items on cold with like colors and nothing with hooks or zippers and dry on gentle but we suggest verifying the cleaning tag on your specific item first.
So long as you follow the cleaning instructions on the tag your items should not shrink in the wash.
Yes, all of our items are machine washable, but we recommend checking the cleaning instruction tag on your item before cleaning it. For our larger items, such as our comforters, we do suggest washing them in a bigger machine to maintain the fluffiness and accommodate the weight.
Yes! All of our comforters are designed to fit in our duvets of the matching size.
The main difference is the size. Bath towels are 54”L x 30”W and bath sheets are 64”L x 34”W. Bath sheets are ideal for taller people whereas they can be very large and inconvenient for more petite customers.
The main difference is the texture. Our Sateen Sheets have a silkier and more weighted feeling while our percale sheets are more crisp and feel lighter.
No, we do not treat any of our products with any harsh chemicals, toxins, or carcinogens and this includes fire retardant, wrinkle resistance, etc.
A majority of our rugs are made-to-order and thus are not always able to ship out in our usually one to two-day turnaround time. If there is a delay in production on your rug our customer service team will contact you immediately via email about it and what options are available to you.
Unless your item has arrived with visible tears, staining, etc. it is most likely not damaged. Many of our items are hand woven and are treated as artisanal, so there may be some variance between the same products and differ from the image on our website. Please contact our customer service team if you have any concerns at email@example.com.
We do have a trade program for active and commercially registered interior designers, design showhouses, architects, contractors, and decorators. Those accepted into the program will receive 20% of their purchases for their business projects and will be required to be reactivated the following year. Please send your reseller certificate to firstname.lastname@example.org to apply.
Yes, we do! Please email our marketing department at email@example.com for all influencer inquiries.
Yes, please email our marketing department at firstname.lastname@example.org for all press inquiries.
Yes, we do! We have worked with several brands for giveaways, social media collaborations, panels, and more. Please email our marketing department at email@example.com for all brand collaboration inquiries.
If you are having issues with your coupon code, try refreshing the checkout page and verify that the code has not automatically been applied to your cart. If you are still having trouble with the code, please contact our customer service team at firstname.lastname@example.org.
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.
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.
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.
This will vary from sale to sale but generally you are not able to combine promotion pricing with coupon codes.
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 email@example.com.
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.
Sadly, at this time we do not offer extensions on our coupon codes.
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 coupon code (want to make it even better? If you share your review on social media, we’ll give you an additional discount).
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.
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.
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. Some codes will be automatically applied but we recommend.
The best way to find out about our sales and promotions is by subscribing to our emails and checking our social media. You will receive content (not spam) about upcoming sales, new products, and other promotions.
The best way to reach our customer service team is via emailing firstname.lastname@example.org.
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.
Yes! Give us a call at 833-328-8246 from 9am-5pm EST Monday-Friday.
Our customer service team is more than happy to assist you with your return. Please email us at email@example.com with your order number and request and someone will help you as soon as possible.
What is Affirm?
Affirm is a financing alternative to credit cards and other credit-payment products. Affirm offers instant financing for online purchases to be paid in fixed monthly installments over3, 6, or 12 months.
Why buy with Affirm?
Buy and receive your purchase right away, and pay for it over several months. This payment option allows you to split the price of your purchase into fixed payment amounts that fit your monthly budget.
If Affirm approves your loan, you'll see your loan terms before you make your purchase. See exactly how much you owe each month, the number of payments you must make, and the total amount of interest you'll pay over the course of the loan. There are no hidden fees.
The application process is secure and real-time. Affirm asks you for a few pieces of information. After you provide this information, Affirm notifies you of the loan amount that you're approved for, the interest rate, and the number of months that you have to pay off your loan -- all within seconds. You don't need a credit card to make a purchase. Affirm lends to the merchant directly on your behalf.
You may be eligible for Affirm financing even if you don't have an extensive credit history. Affirm bases its loan decision not only on your credit score, but also on several other data points about you.
Affirm reminds you by email and SMS before your upcoming payment is due. Enable Autopay to schedule automatic monthly payments on your loan.
What is required to have an Affirm account?
To sign up for Affirm, you must:
Be 18 years or older (19 years or older in Alabama or if you're a ward of the state in Nebraska). Not be a resident of Iowa (IA) or West Virginia (WV). Provide a valid U.S. or APO/FPO/DPO home address. Provide a valid U.S. mobile or VoIP number and agree to receive SMS text messages. The phone account must be registered in your name. Provide your full name, email address, date of birth, and the last 4 digits of your social security number to help us verify your identity.
How does Affirm work?
Affirm loan-application process steps:
1. At checkout, choose Pay with Affirm. 2. Affirm prompts you to enter a few pieces of information: Name, email, mobile phone number, date of birth, and the last four digits of your social security number. This information must be consistent and your own. 3. To ensure that you're the person making the purchase, Affirm sends a text message to your cell phone with a unique authorization code.4. Enter the authorization code into the application form. Within a few seconds, Affirm notifies you of the loan amount you're approved for, the interest rate, and the number of months you have to pay off your loan. You have the option to pay off your loan over three, six, or twelve months. Affirm states the amount of your fixed, monthly payments and the total amount ofinterest you'll pay over the course of the loan. 5. To accept Affirm's financing offer, click Confirm Loan and you're done.
After your purchase, you'll receive monthly email and SMS reminders about your upcoming payments. You can also set up autopay to avoid missing a payment. Your first monthly payment is due 30days from the date that we (the merchant) processes your order.