Return & Exchange Policy
A short note before the policy
At DryBae, we create leakproof underwear designed to help you feel dry, confident, and protected throughout your day.
Because underwear is an intimate product, returns work a little differently than with regular clothing. This page explains everything clearly, including when we can replace, refund, or help resolve an issue with your order.
If anything is unclear, write us at support@drybae.com. A real person from our team will help you.
OVERVIEW
We want every DryBae customer to feel confident in their purchase. If something arrives damaged, defective, incorrect, or never arrives at all, we will make it right.
Because our products are intimate hygiene items, we cannot accept returns of worn, washed, used, or opened underwear for general change of mind reasons. This is for health, hygiene, and safety reasons.
Here is how it works.
SECTION 1: IF SOMETHING ARRIVES DAMAGED OR DEFECTIVE
If your item arrived damaged, defective, or in poor condition, that is our responsibility to fix. We will either send a replacement or refund the eligible amount, depending on the situation.
What to do:
Email us at support@drybae.com within 14 days of receiving your package
Include your order number
Send clear photos of the damaged or defective item
Send photos of the packaging it arrived in, if relevant
Tell us briefly what happened
What we will do:
We will respond within 48 hours, usually faster
If the issue is clear, we will send a replacement at no cost to you or offer an eligible refund
We may ask for additional photos or details before approving the request
In most cases, we will not ask you to send the damaged item back
Please hold onto the original packaging until your issue is resolved. Sometimes carriers ask to inspect it.
SECTION 2: IF WE SENT THE WRONG ITEM
If we sent the wrong size, color, style, or product, that is our fault and we will fix it.
Email us at support@drybae.com within 14 days of delivery with:
Your order number
A photo of what you received
A photo of the packaging or label, if available
Once confirmed, we will send the correct item at no cost to you.
For hygiene reasons, we may not ask you to return the incorrect underwear. Our team will guide you based on the situation.
SECTION 3: IF YOU ORDERED THE WRONG SIZE
We know sizing can be personal, especially with underwear.
If you ordered the wrong size, contact us at support@drybae.com within 14 days of delivery. Please include your order number and the size you received.
Because underwear is an intimate hygiene product, we cannot accept returns or exchanges for items that have been worn, washed, opened, or tried on.
If the item is unopened, unused, and still in its original packaging, we may be able to help with a size exchange, depending on your location and order details.
To avoid sizing issues, we strongly recommend checking our size guide before ordering.
SECTION 4: IF YOU JUST CHANGED YOUR MIND
We do not accept returns for change of mind once the underwear has been opened, worn, washed, or removed from its original packaging.
This includes situations such as:
You no longer want the product
You chose the wrong color
You ordered more than you needed
You changed your mind after delivery
You opened the package and decided not to use it
Because DryBae sells intimate apparel, we cannot resell returned underwear once it has been opened. This policy protects every customer.
If your item is completely unopened, unused, and still sealed in its original packaging, contact us within 14 days and we will review your request.
SECTION 5: IF YOUR PACKAGE NEVER ARRIVED
If your tracking shows the package was delivered but you did not receive it, please:
Check with your household first
Check with neighbors or building reception
Wait 48 hours, as some carriers mark packages delivered before they actually arrive
Contact your local carrier, if possible
If it still has not shown up, email us at support@drybae.com with your order number.
We will work with the carrier to help locate the package. If the package is confirmed lost, we may send a replacement or offer an eligible refund.
If your package is significantly delayed, contact us and we will review the situation.
SECTION 6: IF YOU WANT TO CANCEL AN ORDER
You can request to cancel your order within 24 hours of placing it, as long as it has not been processed or shipped yet.
To cancel, email support@drybae.com with your order number and “Cancel order” in the subject line.
The faster you contact us, the more likely we can stop the order in time.
If your order has already been processed, packed, or shipped, we may not be able to cancel it.
SECTION 7: INTERNATIONAL ORDERS
For customers outside the United States:
The same 14 day window applies for damaged, defective, or incorrect items
We will always help when the issue is on our end
International shipping can take longer than expected
Customs duties, import taxes, postal fees, and local charges are the customer’s responsibility
We cannot refund customs duties, import taxes, or fees charged by your country or local postal service
If your international package is delayed, please allow enough time for customs processing before contacting us.
SECTION 8: REFUND PROCESSING
When a refund applies, we process it within 5 business days after approval.
Refunds are sent back to the original payment method.
After we process the refund, it typically appears in your account within 5 to 10 business days, depending on your bank or card issuer.
If 10 business days have passed since we confirmed your refund and you still have not received it, please:
Check the original payment method
Contact your bank or card issuer
Email us at support@drybae.com if you still need help
SECTION 9: WHEN WE CAN’T HELP
A few situations are outside what we can fix:
Items that have been worn, washed, opened, or used
Underwear returned without contacting us first
Issues reported more than 14 days after delivery
Damage caused after delivery
Products damaged by improper washing or care
Normal wear and tear
Sizing issues after the product has been opened or worn
Customs fees, duties, taxes, or postal charges
Orders sent to an incorrect address entered by the customer
Even if you are unsure whether your issue qualifies, you can still write to us. We will review your case and do our best to help.
SECTION 10: PRODUCT CARE RESPONSIBILITY
DryBae underwear is made to be washable and reusable, but proper care is important.
To help preserve the leakproof layers, please follow the care instructions included with your product.
We are not responsible for damage caused by:
Bleach
Fabric softener
High heat drying
Ironing
Harsh chemicals
Improper washing
Improper storage
Following the care instructions helps protect the absorbency, comfort, and durability of your DryBae underwear.
SECTION 11: OUR CUSTOMER CARE PRINCIPLE
We want you to feel supported, respected, and heard.
If something went wrong with your order, tell us the truth, send clear details, and we will do our best to make it right.
We built DryBae to help women feel more comfortable, protected, and confident in everyday life. That same care applies to how we treat our customers.
CONTACT US
For any return, replacement, refund, cancellation, or question:
A real person reads every message and replies within 48 hours, usually much faster.
When writing, please include:
Your order number
Your name as it appears on the order
A brief description of the issue
Photos if relevant
The more we know up front, the faster we can help.
DryBae: leakproof comfort made for real life.