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FAQs



Q: Do you carry items from your manufacturers that are not on your website?

A: Yes, we do have some items in stock that are not currently listed on our website.
Even if we do not carry a specific item from one of our manufacturers, we can probably special order it for you at a fraction of the cost that you would pay somewhere else.
Please contact us via info@theundergroundasylum.com for more information on special orders!


Q: How secure is this website?

A: VERY secure. In order to give you the most secure buying environment... we have not one, but two SSL certificates on our site. Please see "Security and Encription" below for more info.


Q: What's the shipping cost to ship to My country?

A: Shipping charges are determined by weight. We try our best to keep shipping costs down so they are affordable for our customers. We do offer Standard International shipping, however we require mandatory insurance for that method and we no longer accept Paypal payment for this method. The exact shipping amount will be generated through our checkout, after you have added your address.
To check your shipping cost, simply add items to your cart, go through regular checkout (not Paypal) and type in your address. Select a shipping method and click "apply". This will give your shipping cost, without your havine to complete checkout entirely. If you wish to change your order, simply scroll down and click "cancel".


Q: I love your stuff, but I just can't afford to have all of my orders shipped to my country each time I want to make a purchase. What can I do?

A: Try BONGO! It is a package forwarding company. They will give you a US address, so that you can have all of your packages mailed there. Once you have quite a few packages ready to go, they will ship them all at once to your country! This will cut down on all the little extra charges for shipping each package separately!
Here is their URL: http://www.bongous.com

NOTE: Bongo is not affiliated with The Underground Asylum in any way, therefore we cannot be held responsible for problems or issues with Bongo services.


Q: I’m trying to place an order but it’s not working - can I place my order another way?

A. Yes. You may contact us via email at orders@theundergroundasylum.com or you can call us at: 757-465-0070 and we will help you to place your order.


Q: How can I check the status of my order?

A: If you have registered with our website, you may sign in to your account to view your Order History. From here you can check your order status. If you have not registered with our site, you may use the order confirmation email sent after your order was place to check your order status.

NOTE: Please keep in mind that USPS do not always scan their packages as we would hope. If you cannot find new information on your packages whereabouts, please check back again later.


Q: When will I be billed for my transaction?

A: If you have placed your order with your Credit/Debit card, you may not be billed right away, this type of transaction does not go through automatically and may take a few days to process. If you wish to pay with PayPal at this time, we will have to send a Paypal invoice to your email address. Paypal is no longer accepted for certain International sales, and sadly we have no way to separate Domestic from International in our checkout at this time.


Q: I placed an order but the site said that my card was declined but my bank records show I was charged. Why?

A: If you make an order and your credit/debit card is declined for any reason other than insufficient funds the funds are “held” by your financial institution until the transaction in question is settled. Transactions are usually pending for a period of 3-5 business days (or whenever the credit card authorization batch is cleared).

NOTE: Your billing information needs to match perfectly with your credit card billing address, or your payment will be flagged and more than likely declined.
If your order has been flagged, we will attempt contact in order to resolve the issue, if it can be resolved. Please respond as quickly as possible in order to resolve this matter quickly, so that you order may be shipped as soon as possible.


Q: I don't like the stuff I bought at all, and I need my money back. Can I return it?

A: Yes, we accept returns for most items. Please read our policies and instructions carefully under each heading below. It is best to ready these prior to purchase, if you think you may need to return.


Q: I do like the stuff I bought, but it makes me look like a hot mess. Can I exchange for another size or item?

A: Absolutely! We have all been there! If we have the size you need, or if we can get it for you, we will! If all else fails but you did something else you like, we will gladly exchange for that too!


Q: I'm an artist can I send you some of my work?

A: Absolutely! Please send artwork to rex@theundergroundasylum.com. Be sure to let us know


Q: How do I contact you people if I want to model?

A: We do photo shoots on occasion, and we gladly accept new faces! Most of our shoots are unpaid, though if that is the case, you will generally be reimbursed for your time in clothing or accessories. Even if you come to one of our shoots, please be aware that this does not always guarantee that your photos will end up on our site or on a giant billboard somewhere. We will, however, generally be glad to give you a few shots for your portfolio, if you plan to do this professionally.

We will need you to meet these requirements for modeling:

1. Are either over the age of 18 or will have parental or legal guardian accompaniment and signed consent. 2. You must live in the area or be willing to travel to our Virginia Beach, VA location... and must cover your own expenses for the trip. 3. You absolutely must, must be able to arrive at the shoot on time. If you feel this may be a problem, please do not apply for the shoot.

For modeling, please email us at: info@theundergroundasylum.com



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Security and Encription:

All information collected on The Underground Asylum website is protected by 2 separate SSL Certificates (one by Go Daddy and one by Yahoo). Please feel free to click the links to either certificate which are located below the lefthand navigation. You information is protected to the utmost capacity on our website!


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.

If an item that you have placed on order is unavailable at that time, we may ship the remainder of the order, minus that particular item. We will, of course, refund the difference. Your order for said item will then be placed on back-order, in which you will be notified if and when we restock... we will not, however, retain your funds for this item, unless otherwise specified. As stated previously, you will receive a full refund for the difference... unless one of our staff has contacted the buyer and they have made some sort of an individual agreement of terms.

The majority of the time, one of our staff will contact you if we have a similar item that we believe will interest you in perhaps an exchange. For example, if you ordered a a purple umbrella, we may contact with a suggestion of a pink umbrella of the same style or pattern. We do 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


Pre-Orders ans Special Orders:

Pre-Orders:

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. We no longer accept payment through PayPal for Pre-order or Special Order items, No Exceptions.

Pre-Orders are available in the Pre-Orders and Special Orders section of our website.

Special Orders:

Special Orders are for items that we either do not or no longer carry. We can place an order for some items that will generally arrive with our next shipment from that manufacturer. Special Orders can sometimes take a while to arrive. If you need something quickly, you may want to contact us for an estimated arrival date or go with something that is already in stock. Some Special Orders will come in quickly, while other may take around 3 weeks to arrive. It greatly depends on the manufacturer, as far as how soon we will receive your order. We no longer accept payment through PayPal for Pre-order or Special Order items, No Exceptions.

Pre-Orders are available in the Pre-Orders and Special Orders section of our website.

Please feel free to contact us concerning the status of your Special Ordered item via: orders@theundergroundasylum.com


Pre-Order and Special Order Policy: We do not allow cancellations on pre-orders or special orders that have been placed for over 3 weeks. We do charge a 10% fee for cancellation. We no longer accept payment for Pre-Orders or Special Orders with PayPal, you must pay with cash, credit card or money order (Postal or Western Union ONLY).




Sizing:

Please see our Size Chart Section.

If you need further help with sizing, please feel free to contact us anytime 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 2 weeks 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 20%. 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 10 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 (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 phone and/or e-mail, allowing you the option of exchange or refund. PLEASE be sure to give a way to contact you on your order!
* It is always best to inquire about product availability and shipping time prior to ordering. Direct inquiries to: info@theundergroundasylum.com

We currently ship using Standard (Parcel Post or First Class) 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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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.

*NOTE: We no longer accept payment for Standard or Parcel Post shipping through PayPal. All payments for this method MUST be cash, credit or Money Order... No Exceptions! We will, however, still accept payment for Priority, Express and UPS through PayPal.

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



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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, Postal money order or Western Union Money Order. Please be advised that we ONLY accept POSTAL or WESTERN UNION Money Orders, we will decline money orders produced by any entity other than the Postal Service or Western Union.
If you decide to pay via Money Order, you must mail it within 2-3 days, and contact us to let us know that it has been mailed.

Please make MOs out to: The Underground Asylum.

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. Please be advised that we allow only a certain amount of time to receive a Money Order. We allow up to 10 days to receive for Domestic (US), Canada and Mexico orders, and up to 21 days to receive for International (Overseas) orders. Please mail your money order quickly, and be sure to let us kow that it is in the mail.


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 (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, 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.



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Returns:

Non-Returnable Items:

* We reserve the right not to refund for merchandise that has been worn or damaged. Products returned to us MUST be as they were when we shipped them to you, UNDAMAGED, UNUSED and with TAGS STILL IN TACT.

* 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.

Return Instructions/Information:

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. We no longer accept Paypal as a form of payment for our website purchases.

We do not accept returns postmarked later than 30 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-resaleable 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 10% restocking fee in order for us to attempt to revert the item back to saleable 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 you 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.



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.

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 # printed CLEARLY on outside of the package, as well as on the return slip enclosed. * Any return without RA# marked on package will be refused.
• Name and contact information including address, phone number and email address.


Upon receipt of return we will process your refund or exchange.



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Return Authorization Request Form


This form is required for all product returns. ANy return that does not have your RA# marked clearly on the outside of the package will be refused from the carrier. 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.



Contact Information


First name:
Last Name:
Address:
City:
State:
Zip Code:
Country:
email:
Telephone:



Product Information










Order Number:
  Date of Purchase:
 
List of Products to be Returned:
Item Number:
Item Number:
Item Number:
Item Number:
Quantity
Quantity
Quantity
Quantity
Item Number:
Item Number:
Quantity
Quantity
 
Reason for Return/Exchange:
 
Exchange Item(s) (if exchange):



Method of Payment

(Only for Difference in Product Exchange Costs, Return Shipping Costs, or for 7% ReStocking Payment)



Credit Card
PayPal
Money Order


PayPal Information

Paypal email Address



Credit Card Information
Visa
Master Card
American Express
Discover


Credit Card Number



Expiration:


CVV/CVC: (3 digit code on back of card)












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