F.A.Q.

How can I contact your customer support team? 

If you can’t find the answer to your question in our F.A.Q. then please email our customer support team at [email protected] Please include your order number and other details in the email as well.
 
How long does it take to get a response from your customer support team?

We try our best to respond within the first five minutes. BUT normally it can take up to 24 hours 😉
 
Do you offer discounts and/or promotions?

We do occasionally offer additional discounts and promotions. Subscribe to our email newsletter to receive news on special offers and new product launches. OR follow us on Instagram @UPPPER to make sure you never miss out any special promotions and our cool posts!

What payment methods do you accept?

Visa, Mastercard, American Express, Discover, JCB, Diners Club, Apple Pay, Google Pay, and PayPal. 

We do not accept cash or Bitcoin 😢

What resistance band size should I get?

We recommend picking a resistance band size based on your weight. Please go with Small/Medium if you are
under 150lbs / 68kg. Please go with Large/X-Large if you are over 150lbs / 68kg.

How do you clean your resistance bands?

You can machine wash your resistance bands with cold water and gentle cycle. Then air dry them. Do not machine dry them. 

Where do you ship from?

The Sunshine State – Florida!

How much is shipping?

UNITED STATES: 
  • $5 USD flat fee for domestic, all states within the USA
  • FREE Shipping for domestic, all states within the USA on orders over $75 USD

CANADA:
  • $10 USD flat fee for Canada
  • FREE Shipping for Canada on orders over $150 USD
    What countries do you ship to?

    As of right now, we currently only ship within the United States and Canada, but we're currently in the works to be able to ship to more international countries - so stay tuned!

    Do you ship to APO, FPO, and DPO addresses?

    Yes we do, and we thank you for your service! 🇺🇸

    Are there any customs fee, import taxes, duties, etc. for non-US orders?

    All international orders are subject to customs and duty fees as defined by the country of import. Customs and duty fees are 
    not included in your UPPPER order and/or shipping total. UPPPER is not responsible for fees associated with import. All fees must be paid by the order recipient.

    I haven’t received my confirmation email, what do I do?

    Check your spam folder!! If it’s nowhere to be found then please email us at
    [email protected] with as many details as possible.

    Can I change and/or cancel my order?

    We can no longer change or cancel an order once it has shipped. If your order has not shipped then please contact us immediately so we can help resolve the issue. Email us at [email protected] 

    I ordered the wrong size and/or product, what can I do?

    Oh no! If your order has not shipped then please email us at 
    [email protected] 
    Just make sure to email us ASAP because once it's shipped it is completely out of our hands.

    How do I track my order?

    Once your order has shipped, you will receive a shipping confirmation via email with a tracking number. Can't find your email with tracking? Just shoot us an email at [email protected] with your order number 

    How long will it take for my order to arrive?

    Orders placed on uppper.com will be processed and shipped within 2–3 business days. Orders shipped in the United States can take anywhere from 2-7 business days to arrive. Orders shipped outside the U.S. can take anywhere from 7-14 business days to arrive.

    My order is taking longer to arrive than you specified, what's going on??

    Your order might be taking longer than usual to arrive because of multiple reasons like holidays, weekend, or other unexpected delays. 

    My order is marked as delivered, but I haven’t received it. What should I do?

    First, check your order confirmation email to make sure the shipping address is correct. Second, ask your roommates, parents, grandma, your dog.. just to make sure they didn't take it 🤔 If your roommate didn't take it, then check all the places where your packages could’ve been left.

    If you still can’t find it then email us at
    [email protected] and we will help you find it!

    The tracking number hasn’t updated in a few days, I think it may be lost. What can I do?

    Please contact us if your tracking number has been stuck in the same location for a week. Email us at [email protected] and we will gladly help resolve this issue for you. 

    My order is being shipped back to you, what do I do?

    Email us at [email protected] with your order number so we can assist you with this issue. 

    Can I exchange or return my item?

    Yes! satisfaction is our top priority, so if for any reason you're not happy with your UPPPER gear, return it within 30 days from the shipping confirmation date unworn and returning in its original packaging (available only for U.S. orders). There is a $5 processing fee to make a return. However, exchanges and returns for store credit are free.
    You can return it one of two ways:
    1. You can return your item through the nearest Happy Returns bar. No need to have a box, tape or a shipping label. Just bring your item along with a QR code to a location near you!
    2. You can return your item by using a prepaid label and shipping through your local post office.

    Visit UPPPER's Return Policy for more information!


    I’ve received the wrong product, what do I do?

    Our bad! Just email us at
    [email protected] with your order number and photo of the wrong item so we can take care of it! And visit our Returns Policy for more information on how to process your exchange/return.
     
    received a faulty item, what can I do?

    Please email us at [email protected] with your order number and with photos of the faulty item. We will be happy to help resolve this issue for you – 
     visit our Returns Policy for more information on how to process your exchange/return.