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Merchandise and Purchases:
Please keep in mind that while we might offer a variety of merchandise for sale on the website, 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. 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:
info@theundergroundasylum.com
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: orders@theundergroundasylum.com
Layaway:
We are currently offering our customers Layaway plans. We offer a 3 month option, with payments rendered once every week on the day that you started your initial payment. Early payoff of your Layaway plan is, of course, accepted. Clearance and sale items are not eligible for Layaway.
Our Layaway Plans require a down payment of 25%. Shipping, tax (state of Virginia) and a Layaway fee of $3.50 are applied. Your purchase will be divided into equal or approximately equal parts for your remaining payments.
Your layaway order MUST be paid off completely at the time of your last invoice date. If your layaway order is not paid in full by the final due date, your order will become null and void and all payments will then become forfeit. Cancellations of Layaway orders require a deduction of 10% of your partial payment, and must be done within 7 days of starting the process. We do not accept returns of Layaway items after 8 days of your shipment, your return must be postmarked within 8 days of the shipment day, and with a Return Authorization from a company employee.
See the return section for details. If, by chance, you need another size, we will be happy to accommodate an exchange if the item is in stock. If the item is not in stock, we will facilitate an exchange for an item of equal value.
Shipping:
We pride ourselves on our quick shipping. Most orders will be shipped within 3-4 business days upon receipt of purchase. Although we make every effort to ensure accurate inventory on our website, 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 prior to ordering. Direct inquiries to: info@theundergroundasylum.com
We currently ship using Parcel Post (Standard) with Insurance, Priority Mail, Priority Mail with Insurance, Express Mail, and Express Mail with Insurance. We no longer have the UPS option on our website, due to complications with international shipments. If you do not wish to use USPS, and would rather use UPS or 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 similar complications with shipping and customs.
Back to Top
International Shipping:
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: orders@theundergroundasylum.com
*** Contact Us to inquire about Flat Rates
Rush Shipping:
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: orders@theundergroundasylum.com 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: orders@theundergroundasylum.com
Please include the following items in your message •Full Name
•Address
•E-mail address
•Order number
•List of items purchased – please include color and sizes
*** Contact Us to inquire about Flat Rates
Back to Top
Payments by Check or Money Order: At this time, we do not accept personal checks as form of payment. You may pay using a cashiers check or Postal money order. Please be advised that we ONLY accept POSTAL Money Orders, we will decline money orders produced by any entity other than the Postal Service.
Please make MOs out to The Underground Asylum and mail to:
The Underground Asylum
3329 Carney Farm Lane
Portsmouth, VA. 23703
United States
Please be sure to include paperwork with your complete and legible shipping address and contact information such as email address and/or phone number. Also note the item(s) you wish to purchase along with size and color choice if applicable.
Exchanges:
Contact us at: orders@theundergroundasylum.com for exchanges. There will be no restocking fee for your exchange. One Half the cost of Shipping and Handling will be charged to send replacement merchandise (we will get the rest).
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.
Back to Top
Returns:
All items need an RA # (Return Authorization) 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. 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.
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 2 or more products. Products returned to us must be as they were when we shipped them to you, undamaged, unused and with tags in tact. If merchandise is returned because of an error on our part, we will refund shipping charges.
* We reserve the right not to refund for merchandise that has been worn or damaged.
* We DO NOT accept returns on ANY Make-Up, Body Jewelry, Stickers, Patches, Hair Products, Socks, Hair Goods, Toys and Dolls, Custom Items (such as Cyberlox, Dreads, Custom made Goggles), 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 doll 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.
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 Lane
Portsmouth, VA. 23703
United States
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 7% 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.
Back to Top
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, theundergroundasylum.com 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. Back to Top
FAQ
Merchandise and Purchases:
Please keep in mind that while we might offer a variety of merchandise for sale on the website, 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. 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:
info@theundergroundasylum.com
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: orders@theundergroundasylum.com
Layaway:
We are currently offering our customers Layaway plans. We offer a 3 month option, with payments rendered once every week on the day that you started your initial payment. Early payoff of your Layaway plan is, of course, accepted. Clearance and sale items are not eligible for Layaway.
Our Layaway Plans require a down payment of 25%. Shipping, tax (state of Virginia) and a Layaway fee of $3.50 are applied. Your purchase will be divided into equal or approximately equal parts for your remaining payments.
Your layaway order MUST be paid off completely at the time of your last invoice date. If your layaway order is not paid in full by the final due date, your order will become null and void and all payments will then become forfeit. Cancellations of Layaway orders require a deduction of 10% of your partial payment, and must be done within 7 days of starting the process. We do not accept returns of Layaway items after 8 days of your shipment, your return must be postmarked within 8 days of the shipment day, and with a Return Authorization from a company employee.
See the return section for details. If, by chance, you need another size, we will be happy to accommodate an exchange if the item is in stock. If the item is not in stock, we will facilitate an exchange for an item of equal value.
Shipping:
We pride ourselves on our quick shipping. Most orders will be shipped within 3-4 business days upon receipt of purchase. Although we make every effort to ensure accurate inventory on our website, 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 prior to ordering. Direct inquiries to: info@theundergroundasylum.com
We currently ship using Parcel Post (Standard) with Insurance, Priority Mail, Priority Mail with Insurance, Express Mail, and Express Mail with Insurance. We no longer have the UPS option on our website, due to complications with international shipments. If you do not wish to use USPS, and would rather use UPS or 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 similar complications with shipping and customs.
Back to Top
International Shipping:
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: orders@theundergroundasylum.com
*** Contact Us to inquire about Flat Rates
Rush Shipping:
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: orders@theundergroundasylum.com 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: orders@theundergroundasylum.com
Please include the following items in your message •Full Name
•Address
•E-mail address
•Order number
•List of items purchased – please include color and sizes
*** Contact Us to inquire about Flat Rates
Back to Top
Payments by Check or Money Order: At this time, we do not accept personal checks as form of payment. You may pay using a cashiers check or Postal money order. Please be advised that we ONLY accept POSTAL Money Orders, we will decline money orders produced by any entity other than the Postal Service.
Please make MOs out to The Underground Asylum and mail to:
The Underground Asylum
3329 Carney Farm Lane
Portsmouth, VA. 23703
United States
Please be sure to include paperwork with your complete and legible shipping address and contact information such as email address and/or phone number. Also note the item(s) you wish to purchase along with size and color choice if applicable.
Exchanges:
Contact us at: orders@theundergroundasylum.com for exchanges. There will be no restocking fee for your exchange. One Half the cost of Shipping and Handling will be charged to send replacement merchandise (we will get the rest).
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.
Back to Top
Returns:
All items need an RA # (Return Authorization) 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. 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.
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 2 or more products. Products returned to us must be as they were when we shipped them to you, undamaged, unused and with tags in tact. If merchandise is returned because of an error on our part, we will refund shipping charges.
* We reserve the right not to refund for merchandise that has been worn or damaged.
* We DO NOT accept returns on ANY Make-Up, Body Jewelry, Stickers, Patches, Hair Products, Socks, Hair Goods, Toys and Dolls, Custom Items (such as Cyberlox, Dreads, Custom made Goggles), 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 doll 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.
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 Lane
Portsmouth, VA. 23703
United States
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 7% 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.
Back to Top
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, theundergroundasylum.com 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. Back to Top
