Merchandise and Purchases:
Please keep in mind that while we might offer a variety of merchandise for sale on the website, as well as on eBay, we cannot guarantee availability at any particular time; and certain merchandise available in our stores might not be available on the website, and vice versa. Our stores and website are two separate entities, therefore items and prices may differ between the two.... however, you may place in store orders through the website or email, if you wish; and you may also pick up online orders at one of our stores.
We reserve the right to change our merchandise offerings, both in-store and online, at any time. We also reserve the right to change contents, features and offerings, and adjust accessibility, of the website from time to time, at our discretion.
If you have any questions on item availability, please contact us via:
We do offer pre-orders for most of our manufacturers, so that you may be able to place orders for their new collections. ALTHOUGH, WE DO OFFER AN APPROXIMATE DATE, FOR THE RELEASE OF THESE PRE-ORDERABLE ITEMS... THE DATES ARE, BY NO MEANS, ABSOLUTE. Please note also, that these dates are approximate estimates of arrival dates to the warehouse, and do not specify a firm ship date or delivery to your door.
Please see our Size Chart Section.
If you need further help with sizing, please feel free to contact us anytime via: firstname.lastname@example.org
Check an Order Status:
You will be emailed automatically, when your order has been shipped.
To check an order status, please have your order number along with any other order information ready and contact: email@example.com
We pride ourselves on our quick shipping. Most orders will be shipped within 1-4 business days upon receipt of purchase (We make every effort to ship Express or Rush Shipping within 1 business day of purchase). We also make every effort to ensure accurate inventory on our website, however, we are a constantly changing store that does not “overstock”. There are times in which we may sell out of an item before we can make the necessary changes. In the event that an item you ordered is out of stock and we are unable to fulfill your order, we will notify you by e-mail, allowing you the option of exchange or refund.
* It is always best to inquire about product availability and shipping time prior to ordering.
Direct inquiries to: firstname.lastname@example.org
We currently ship using Parcel Post (Standard) with Insurance, Priority Mail, Priority Mail with Insurance, Express Mail, Express Mail with Insurance, and UPS.
If you do not wish to use USPS or UPS and would rather use FEDEX Shipping Methods, please contact us so that we can better serve you.
Please understand, that if you choose to use UPS with international packages, you may experience some complications with shipping and customs. They have been known to charge much more for customs fees than USPS.
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We are currently shipping WORLDWIDE. We ask to allow at least 4-6 weeks for delivery of all in stock items that are purchased with Standard (Parcel Post) Shipping.
Priority Mail should take 6-10 days, however, some packages have been know to become "stuck" in customs for over a week.
Express Mail should take 5-6 days, depending on the country, however, the same applies to Express... they have been know to become "stuck" in customs for a period of time.
Please note: If you have not received your package in the alotted time, it may be best to contact your customs office, or your local postal office. They should be able to locate your package for you.
If you would like an estimate for any particular country please contact us with your full name, address, e-mail address, and a list of your order at: email@example.com
*** Contact Us to inquire about Flat Rates
Next Day or Rush Shipping is available to all of our customers, by choosing the Express method.
If you do not find the Express method on your invoice, please contact us so that we may add it for you.
International next day or rush shipping is available, please contact: firstname.lastname@example.org for any inquiries.
**When placing an Expedited order, it is always a good idea to contact us after placing the order to be sure that there will be no complications with your order:
Please include the following items in your message
•List of items purchased – please include color and sizes
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Contact us at: email@example.com for exchanges.
All exchanges must be returned within 7 days of purchase. There will be no restocking fee for your exchange. Shipping and Handling will be charged to send replacement merchandise.
You may include Cash or Postal Money Order for the Return S/H cost, or your Paypal account address. If you would like to be charged with Paypal, an invoice for S/H will be sent once the item is received, please pay this invoice in a timely manner.
If you are exchanging for an item of greater cost, this information will be used for that payment, as well.
* Please see the Returns section below on how to return your item. This information is the same for exchanges, as well as returns.
** ALL Returns to TUA, Including Exchanges, must fill out the RA Request Form below.
All items need an RA # (Return Authorization Number) for Returns, please fill out the form below for your RA # if you do not already have one.
One half the cost of Shipping and Handling will be charged to send replacement merchandise, we will get the rest (US Customers Only, International Customers may receive a discount, if available). You may include Cash or Postal Money Order for the Return S/H cost. If you would like to be charged by Credit Card, please enter your CC information on the RA request form below, or call us at (757) 465-0070. If you wish to pay with Paypal, please include your Paypal account email addres on the RA form below. An invoice for S/H will be sent once the item is received, please pay this invoice in a timely manner.
We do not accept returns postmarked later than 14 days after items were received (7 days for eBay purchases). You will not be refunded shipping charges and the refund will be deducted a 7% restocking fee for all returned products. Products returned to us MUST be as they were when we shipped them to you, UNDAMAGED, UNUSED and with TAGS STILL IN TACT.
If products are returned to us in an un-satisfactory and un-resalable condition (ie. obviously worn or damaged, balled up, stretched out, ripped or torn, and/or full of lint or hair), it is up to the manager to accept the return at that point. Should the manager decide to accept the return, you will be charged a 15-20% restocking fee in order for us to attempt to revert the item back to salable condition.
If the manager decides not to accept your return, we will contact you for payment to return your item to you. If we are unable to receive payment for re-shipping the product, we will not be able to return the merchandise.
In short, please do not attempt to return an item that looks like it has been worn, balled up in a tight ball and thrown down in the corner of your room and/or your dog's bed for several days prior to your deciding that you do not want to keep it. We WILL NOT accept this item, so please save yourself the trouble and money. It is unfortunate that we actually have to add this to our returns policy, but we have received way too many attempted returns this way.
* If merchandise is returned because of an error on our part, we will refund Standard shipping charges. *** Please be aware that we refund for Standard Shipping Method ONLY, such as First Class (for packages 13 oz and under), Parcel Post (over 13 oz), and in some cases Priority (if Priority mail is relatively the same price as parcel post shipment, we will refund for that price... however, if it is not cost efficient, we will refund ONLY for the cheapest method).
We WILL NOT refund shipping costs for a return using Express mail, you may ship via Express at your own cost. If you are unsure as to which method you should use to return your package to include refund, please feel free to contact us for assistance.
** If merchandise is returned because of an error that was NOT on our part [ie. damage or destruction caused by an entity (buyer, postal employee, etc.) other than TUA] we WILL NOT be liable for shipping refunds.
If you have insurance, we will be happy to open a claim for any loss or damage that has occured in transit... however, this does not "guarantee" that your claim will be honored by the postal carrier. We have nothing to do with insurance claims, therefore we hold no responsibility for them.
We will do all that we can to ensure that your insurance claims are handled quickly and completely... however, we will not be responsible for the outcome of said claims.
We DO NOT refund postal costs for Insurance Claims, USPS or UPS will refund these charges, if they so choose.
* We reserve the right not to refund for merchandise that has been worn or damaged.
* We DO NOT accept returns on ANY Make-Up, Jewelry, Stickers, Posters, Stationery and/or Paper Products, Patches, Hair Products, Socks, Hair Goods, Toys and Dolls, some Baby Accessories (such as Bibs, Feeding Sets, Toys, and anything that would be unsanitary to return), Custom Items (such as Cyberlox, Dreads, Custom made Goggles), Swimwear, Specified Boxed/Packaged Costumes, or Lingerie Items (Hot Pants, Underwear, Bras, Etc).
* Returns on music and videos only if the items are defective and may only be exchanged for the same exact item.
* Toy and Doll items are non-returnable. Pre-ordered doll and toy packaging may not be in "perfect condition" when received from the manufacturer, Please note that we do not go through the dolls, and pick and choose... you will receive random items ONLY. Packaging condition is verified to be 80% mint (C8) or better.
We do our best to select near-mint products when we fill your order. Unfortunately, it is impossible to guarantee that the packaging will be completely mint. Grading is subjective; if an item's packaging is noticeably damaged, we will post its condition alongside the item description. We hand-pack each order with expert care during shipment preparation to ensure a safe journey.
NOTE: Most dolls will be shipped in the SAME carton in which the item was shipped to us. If you wouldl ike to have your dolls packaged in a more "cushy" environment, please notify us! Extra charges for weight may apply, this will greatly depend on how you would like the item packed.
* NO REFUNDS FOR SALE ITEMS. You may return sale items for Exchange or Store Credit only, we will not issue a refund.
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How to make a return:
Fill out our Return Authorization Request Form below to obtain an RA#.
* NO products will be accepted as Returns without contact.
You can return your order to the following address:
The Underground Asylum
3329 Carney Farm Ln.
Portsmouth, VA. 23703
Please include the following with your return:
• Transaction #
• Postal money order if you have not sent authorization from Credit Card or Paypal address to cover the 10% restocking fee for 2 or more items, plus the shipping and handling on exchange. You can view our shipping rates at the top of this page.
*If you choose to send cash or a postal money order, and it is not enclosed to cover these fees, an invoice will be emailed to you upon receipt of your return.
• RA #
• Name and contact information including address, phone number and email address.
Upon receipt of return we will process your refund or exchange.
Return Authorization Request Form
This form is required for all product returns. Please read our Policies to
ensure that you understand the terms and conditions of your return.
Once you fill out the Return Authorization Form, The Underground Asylum will review the information and issue a Return Authorization Code
for qualifying items. The Return Authorization Code will be sent to you within 2 business days with instructions on how to make your return.