Overview
This website is operated by Underground Supply. Throughout the site, the terms “we”, “Underground Supply”, “us”, and “our” refer to undergroundsupply.shop. Underground Supply offers this website, including all information, tools, and services available from this site to you, the user, conditioned upon your acceptance of all terms, conditions, policies, and notices stated here.
By visiting our site and/or purchasing something from us, you engage in our “Service” and agree to be bound by the following terms and conditions (“Terms of Service”, “Terms”), including those additional terms and conditions and policies referenced herein and/or available by hyperlink. These Terms of Service apply to all users of the site, including without limitation users who are browsers, vendors, customers, merchants, and/or contributors of content.
Please read these Terms of Service carefully before accessing or using our website. By accessing or using any part of the site, you agree to be bound by these Terms of Service. If you do not agree to all the terms and conditions of this agreement, then you may not access the website or use any services. If these Terms of Service are considered an offer, acceptance is expressly limited to these Terms of Service.
General
By agreeing to these Terms of Service, you represent that you are at least the age of majority in your state or province of residence, or that you are the age of majority in your state or province of residence and you have given us your consent to allow any of your minor dependents to use this site.
You may not use our products for any illegal or unauthorized purpose nor may you, in the use of the Service, violate any laws in your jurisdiction (including but not limited to copyright laws).
You must not transmit any worms or viruses or any code of a destructive nature. A breach or violation of any of the Terms will result in an immediate termination of your services.
Returns
*** ALL SALES ARE FINAL!!!! ***
Our return policy is designed to accommodate the unique nature of our products. As a result, we do not accept returns. Once shipped, items cannot be resold or reissued. All sales are final!! Once shipped, order cannot be cancelled nor returned. This applies to mistake orders as well.
Refunds
We only refund items if they are defective or damaged. If you wish to receive a refund, send us an email at sales@undergroundsupply.shop describing the issue.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment, within seven business days.
Replacements
We only replace items if they are defective or damaged. If you need to replace it for the same item, send us an email at sales@undergroundsupply.shop
Order Cancelations
Orders can be cancelled as long as they have not shipped (while still in our possession). It is imperative that you contact us ASAP in such cases. We ship quickly so the window of opportunity may be very small. All cancellations will be issued refunds.
NOTE: Processing Fee, if charged, is not refundable!
We reserve the right to refuse and/or cancel any order for any reason.
Fulfillment Mistakes
If there is a mistake in fulfilling the order, such as missing item or incorrect item shipped, a correction will be made by either re-sending the correct item or issuing a refund. Any such discrepancy must be promptly reported – within 72 hours. Re-sending vs refund is solely at our discretion.
Chargebacks
By placing an order with Underground Supply, you agree to the following binding policy:
Chargebacks are strictly prohibited.
There is no valid scenario in which initiating a credit card dispute or chargeback is acceptable. This includes—but is not limited to—cases of misunderstanding, unrecognized charges by household members, or any issue that could have been resolved through direct communication.
If you experience any concern with your order, you are required to contact us first. We are committed to resolving issues promptly and professionally. Initiating a chargeback without contacting us is considered a breach of trust and a violation of our terms.
This is a zero-tolerance policy.
No second chances. No exceptions. Any customer who initiates a chargeback will be permanently banned from future purchases and reported to relevant platforms and processors.
We take fraud prevention seriously and enforce this rule to protect our business and our genuine customers.
Order Processing Time
Nearly all orders are shipped same day if placed by 3pm Eastern when shipped with USPS, or 5pm Eastern for UPS (Monday-Friday). Saturday cutoff time is 1pm Eastern. In extreme situations these cutoff times may occur earlier in the day.
However, please allow up to two business days for order processing and shipping in extremely rare situations.
Orders with express shipping are prioritized.
Transit Times
We do not provide nor guarantee transit times. Transit time is fully in control of the carrier and as such is not guaranteed by us.
We are not responsible for any delays in transit and delivery.
US Orders
We ship to the United States. All orders are shipped from North Carolina.
International Orders
We do not ship internationally. One exception is a small subset of items shipped to the United Kingdom only. Contact us for details via email or TG.
Shipping Fees
Shipping is charged on a graduated flat-fee basis (flat fee that increases based on shipping weight). This covers normal and customary shipping costs only. Remote addresses where carrier charges delivery surcharge are not covered by flat-fee shipping rates.
Your order may qualify for free shipping. This covers base shipping only and if a faster service is desired, shipping rate is charged for that selected service. Free shipping is available to contiguous US only (aka “the Lower 48”). It is not available to HI nor AK. Free shipping is not availble to Puerto Rico.
Free shipping has no monetary value. No ‘difference in price’ is applied/charged to orders that qualify for free shipping.
Accuracy of Information
It is customer’s responsibility to provide accurate delivery address. Address validation is offered during the checkout process and it is highly recommended.
Misdeliveres or failures to deliver due to incorrect address/information provided will result in additional shipping costs for reshipping.
Choice of Carrier
If you placed an order for a specific carrier, we will try to honor your choice. However, we reserve the right to change the carrier for operational reasons or when in best interest of the customer or any other reason. If or when such change occurs, you may be refunded the cost difference for the shipping charge (difference between two flat-fee shipping fees).
Express Shipping
We offer express shipping options with UPS, such as 2nd Day Air. It is important to note that those are weekday services only. Meaning, if you order on Thursday or Friday and buy 2nd Day Air service the package will not get to you in 2 days! Weekend days (Saturday and Sunday) do NOT count toward delivery days. 2nd Day Air shipping service does not equal 2 days delivery time!
Not all express shipping options are guaranteed by the carrier (ie UPS 2nd Day Air has no transit time guarantee).
No refunds are due for delays in transit even when express shipping option is selected.
We DO NOT recommend these express options for customers based on the East coast (and parts of Midwest). UPS Ground may be a faster or same-speed option (as it delivers on Saturdays in most locations).
Delivery Falacies
We are not responsible for delivery delays, delivery failures, or failures to meet service level expectations (speed). Should your package be delayed or lost while in carriers possession it is the responsibility of the carrier to indemnify any losses sustained by you.
All shipments are insured for $100. Additional insurance is available upon request. Orders over $250 are insured for actual value and insurance fee (1.5% of order subtotal) is charged automatically.
Handling Terms
Please be advised that our shipping terms are FOB: Origin. We are not responsible for shipments once they leave our premises.
Shipments are insured for $100. Orders over $250 are insured for actual value and insurance fee (1.5% of order subtotal) is charged automatically.
Hot/Cold Temperature Note
All items are shipped “ambient” temperature. We are not responsible for temperature exposure after items are shipped.
All items are stored at manufacturer recommended temperature(s) while in our possession.
Short term exposure to higher or lower temperatures is not believed to affect items long-term. However, customers concerned about exposure are advised to make arrangements prior to ordering, such as selecting faster shipping method, as well as ensuring shipments are not left exposed to extreme temperatures (hot or cold) for extended periods of time. It is recommended to consider making arrangements with the carrier (ie pick-up instead of door/mailbox delivery) if and when needed.
Multiple and Duplicate Orders
Only one order per day is allowed. Multiple and duplicate orders placed same day are explicitly forbidden. This applies to same person, same card, same shipping or billing address etc. Limit is one order per household per day in order to prevent fraud and chargebacks.
If you forgot an item or two, instead of attempting to place another order, please contact us ASAP to modify existing order. Time is of the essence here as we ship quickly. Modifications are possible until the shipment leaves our premises. Payment is handled via separate invoicing. Order modifications are offered on best-effort basis and are not guaranteed.
Attempting to circumvent built-in software that prevents multiple/duplicate orders will result in cancelation of all orders.