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FAQ

General

Why did you change your name from MyPakage to BN3TH?

We started MyPakage to better people's lives, creating products to start their day off right by putting on the most comfortable men's underwear and allowing them to achieve their goals with confidence.  The name MyPakage didn't quite embody these values as much as we'd like, so it was a natural time to evolve into BN3TH.  BN3TH celebrates the duality in everyday people's lives, empowering them to express their true selves and showcasing the surprise and delight in each and every individual.  At BN3TH, we wanted to break the stigma around outward judgements and focus on who people really are.

What is the meaning behind the name ‘BN3TH’?

The meaning behind BN3TH ties in with our headline: BN3TH the Surface.  On a literal level you have what's BN3TH the Surface of your clothing, our first-to-skin products, and on a figurative level, what's BN3TH the Surface of you.  What drives you? What are your passions?  Who is your true self?

But I loved MyPakage! Will I still love BN3TH?

If you loved MyPakage, you will love BN3TH even more! We've improved our products fabric quality and weight, focused our product line to make it easy to understand, and provided a platform to grow as a brand driven by innovation, comfort and adventure.  BN3TH celebrates life to the fullest and drives you to do the same! 

How do you pronounce BN3TH?

BN3TH sounds like the proper spelling; 'beneath' or bee-neath, |bəˈnēTH|.

What is the BN3TH mission statement?

WHEN DID WE ALL START BEING SO COMFORTABLE?
WHEN DID WE STOP SURPRISING OURSELVES?
LIVING TO WORK. PLAYING IT SAFE.
MOVING WHEN OUR WATCH TELLS US TO.
IT’S TIME TO CHALLENGE THE VOICE IN OUR HEAD,
AND STEP OUTSIDE OUR COMFORT ZONE.
THE THRILL OF ACCOMPLISHMENT WHEN YOU TRY SOMETHING NEW?
WE NEED MORE OF THAT.
SOMETIMES TO FIND BALANCE YOU NEED TO LOSE IT,
SO FALL, THEN FIGURE IT OUT ON THE WAY DOWN.
BLAZE YOUR OWN TRAIL.
AND FORGET ABOUT POINT B.
TODAY IS A TRIP AND YOU CHOOSE YOUR OWN ADVENTURE.
DISCOVER THE DIFFERENCE,
BN3TH THE SURFACE.

Account Information

I have a MyPakage account. Do I need to create a new BN3TH account?

Your account still exists and all your purchase details will be transferred over to BN3TH. However, you do need to activate your new account. If you have not received an email asking you to activate your account, please email info@bn3th.com and one of our customer service representatives can resend your activation link. 

Product Information

Am I the same size in BN3TH that I was in MyPakage?

Yes! If you wore a medium in MyPakage products, you will wear a medium in BN3TH products. Any exceptions to this will be noted in the product description (ex: if you should size up in a certain product).

Do you have a size chart?

Of course we do! Check it out here.

What is the inseam of BN3TH products?

The inseam is the measurement of the inside leg of our products from the bottom of the crotch, to the bottom of the leg cuff/seam.  See our size chart here for more details.

What is the Classics collection?

The Classics collection is our core product line, our best sellers, and your every day staple.  We offer a variety of colors and styles in the Classics collection, all for one great price.  
Browse the Classics collection

What is the Entourage series?

The Entourage collection is our active, highly moisture-wicking product line, focused on collabs with our team of athletes and artists. This line showcases their creativity and brings their passions to life. Our Entourage is the life blood of our brand, our street team that represents all it means to be part of BN3TH.   

Do you still make Activewear?

Yes! The Pro's (upgraded!) and 2-in-1's you love are still available! Find them here.

Can I still expect exciting new prints?

New prints and colors will be dropping periodically throughout the year, so sign up to our newsletter to find out when.  Limited edition prints and styles run out quick, and once they’re gone they’re gone for good! Don't miss out.
Stay Up To Date

How have your products improved?

We've heard you. Our BN3TH products aims to improve upon the MyPakage products you know & love. By slightly increasing the weight of our product, and creating a double layer pucker panel, BN3TH Classics are more durable than ever before. Improvements don't stop there! The fabric has been updated to improve your comfort, and the silky hand-feel and multi-tone waistband has been strategically chosen to keep your underwear snug and add interest your everyday style. 

We're also super excited to announce exclusive product partnerships with Troy Lee Designs (TLD), Raif Adelberg, TJ Rogers, Brandon Semenuk, Lurk, N-Grained & more!
Learn More

Why don’t your products have a fly?

Our patented MyPakage Technology is a 3-dimensional pouch that helps us create the world’s best and most comfortable underwear. We found that putting a hole in our pouch compromised the support and comfort our customer’s love.

How do I wash my BN3TH products?

Underwear is one of the most washed items in our lives. We’ve designed our product to be thrown in a cold wash and then tossed in the dryer - it’s that simple.

Do you have a satisfaction guarantee?

Of course! We are so confident that you will love your experience wearing BN3TH that we have a 100% Satisfaction Guarantee. However, if you feel our BN3TH products do not meet your expectations you can get your money back within 21 days of purchase. This applies to full priced product purchased from our online store(s) only. Items purchased from local retailers, not from our online store(s), can only be exchanged, not refunded, and customers are responsible for all shipping expenses in this case. You can read about how it works here.

Exchanges

I need to make an exchange on a BN3TH purchase. Now what?

If you received your order and would like to exchange all or part of it, please fill out our Returns & Exchanges form detailing your request within 21 days of purchase. Once submitted, our customer service team will be in touch to discuss the situation. Please do not send product back without contacting us first. Anything sent back without an authorized RMA will not be processed for an exchange & your items will be returned to sender. 

Items purchased from local retailers, not from our online store(s), can only be exchanged, not refunded, and customers are responsible for all shipping expenses in this case. In the event we are out of stock of the your desired item, an item of the same value will be offered. 

 

Once BN3TH receives my items, when can I expect my exchange?

Please allow up to 5 business days after your return order has been received by our warehouse for your exchange to be processed. Exchange orders are processed shortly after receipt. Standard ground shipping will be used to get you your exchange order.

Can I exchange sale items?

We are unable to offer exchanges/returns on sale items.  All sale items are final sale.  No exceptions.

Returns

I need to make a return on a BN3TH purchase. Now what?

No problem! The BN3TH team is happy to continue to offer returns on all BN3TH product within 21 days of purchase. If you receive your items and are unhappy with them and would like a refund, please fill out our Returns & Exchanges form detailing your issue within 21 days of purchase. Once submitted, our customer service team will be in touch to discuss the situation. Please do not send product back without contacting us first. Anything sent back without an authorized RMA will not be processed for an exchange & your items will be returned to sender. Returns only apply to product that has been purchased from our mypakage.com online store(s).

Do you provide free return shipping?

We are confident that BN3TH will be the most comfortable underwear you'll ever own. In the rare case you need to make a return, we're happy to provide free shipping back to our warehouse. We include a return shipping label with your online purchase, however we are unable to duplicate or provide a second return label so please hang on to the original until you are sure you are keeping the items. If your items came in an eco-bag, you can reuse that to send them back!

Once BN3TH receives my returned items, when can I expect my refund?

Refunds are processed shortly after receipt. Please allow 3-5 business days for the credit to appear on your statement.

Can I return sale items?

We are unable to offer refunds on sale items.  All sale items are final sale.  No exceptions.

Warranty

I think I have a defective BN3TH product. Now what?

We stand behind our product and will deal with manufacturing related issues on BN3TH product purchased within the past 6 months with proof of purchase. Please note that this policy does not apply to products that have been damaged by misuse, accident, modification, or purchased from a third party seller that is not an authorized BN3TH retailer. If you believe you have a defective product, please fill out our Quality Control form detailing your issue. Once submitted, our customer service team will be in touch to help you out. Please do not send product back without contacting us first. Items sent back without authorization will be returned to sender. 

I think I have a defective MyPakage product. Now what?

The team at BN3TH will continue to stand behind MyPakage product and will deal with manufacturing related issues on MyPakage product purchased within the past 6 months with proof of purchase. Please note that this policy does not apply to products that have been damaged by misuse, accident, modification, or purchased from a third party seller that is not an authorized MyPakage retailer. If you believe you have a defective product, please fill out our Quality Control form detailing your issue. Once submitted, our customer service team will be in touch to help you out. Please do not send product back without contacting us first. Items sent back without authorization will be returned to sender. 

Orders & Payments

Where do I buy BN3TH products?

Our North American online web stores carry a wide selection of size and style! The majority of your favourite local retailers who carried MyPakage will carry BN3TH. You can find a list of retailers in your area by entering your Postal/Zip Code into our new and improved store locator, found here

What are my payment options?

Our online store accepts Visa, MasterCard, and American Express. You can also pay using PayPal. Please note our online store does not accept Debit cards.

Will my credit card be charged immediately?

Your credit card will be charged for cost of goods, any applicable taxes, and shipping once you submit your order through our online store.

I’m having issues with payment, and keep getting a fraud message. Why?

If you're getting a message about "fraud services" please ensure the billing information you have entered matches what your bank has on file. Shipping address can be anywhere in North America, but billing has to match your bank records. Please call your bank to clear up any discrepancies. If you are still having issues, please let us know.

I’m having web browser issues.

We recommend using modern browsers such as Chrome, Firefox, or Safari - this should ensure smooth shopping! Internet Explorer is not compatible with many online shopping portals. If you’re still having problems, please give us a call at 1-855-631-1455

Why can’t I type my address/payment information?

This is most likely a browser issues. We recommend using modern browsers such as Chrome, Firefox, or Safari - this should ensure smooth shopping! Internet Explorer is not compatible with many online shopping portals. If you’re still having problems, please give us a call at 1-855-631-1455

How do I know my order went through?

Upon submitting your order, you will receive a confirmation message on the screen. Moments after placing your order, you should receive a confirmation email with your order number to the email address provided.

I have a discount code. How do I use it?

If you have a BN3TH discount code, you can enter it during checkout on the right hand side of the screen below your order summary. You will see a text field that reads “Discount”. Enter your code there and hit “Apply” for your discount to take effect.

Can I use discount or coupon codes at my local retailer?

No. These offers are valid on online purchases through our (North American) web stores only.

I just placed an order- can I adjust or cancel it?

Unfortunately once an order has been submitted, we are unable to adjust or cancel it. Please see our Returns & Exchanges form if necessary.  Sale items are final sale. No returns or exchanges. No exceptions.

Shipping

When will my order ship?

Please allow up to 2 business days from point of purchase for your order to ship.

Where does my order ship from?

All Canadian orders ship from Surrey, BC., and all United States orders ship from Los Angeles, CA.

How much is shipping?

We provide free shipping within North America on orders of $99 or more. Note: the total must be $99 or more before taxes and after any discount codes have been applied. If your order is less than $99, your shipping cost (which is based on your shipping address) will be displayed during checkout for you to review before you submit your order.

How do I track my order?

Once your order ships, you will receive an email confirmation with a tracking number. Please allow 24 hours for the tracking information to update accordingly.

I need to change my shipping address. Help!

Once your order has shipped, we are unfortunately unable to adjust the shipping address. However, you as the receiver may be able to! We suggest contacting the carrier and providing them with your tracking number so they can verify your information and get that updated for you.

My tracking shows that my order has been delivered- but it’s not here. Help!

Please send an email to info@bn3th.com with your order details and tracking, and we can file a claim with the carrier. We suggest waiting 24 hours between alleged delivery time and filing a claim as it is not uncommon for the order to arrive shortly after the delivery notification has been deployed. Delivery notifications are controlled by the carrier.

Do you ship internationally?

At this time, our online stores only accept orders to North American mailing addresses. 

Rewards Program

I have a MyPakage Rewards account. Do I need a new one for BN3TH?

Your account still exists and all your purchase details and rewards points will be transferred over to BN3TH. However, you do need to reset your password. To do this you need to use the same email address that you used to log in to your MyPakage account. If you have not received an email asking you to activate your account, please request to reset your password on your account login here.

Is there a limit to how many points I can get?

Of course not! We want to reward your loyalty!

How much does it cost to join?

Our rewards program is totally free! We do it to say 'thank you' to our awesome customers!

Can I earn points on every purchase?

If you are using a referral code or your previously earned points towards a payment, you will not receive points on the reward amount, only for the remainder. For example, if you spent $100 on a purchase but used up $5 worth of points, you would earn points on the remaining $95. Points are applicable to items purchased from our North American webstores only. No points are earned on exchange orders. 

How do I spend my points?

Log into your BN3TH customer account here. Once logged in, you can spend your rewards points by clicking on "My Rewards Profile". Under the Rewards section, you can click 'Spend Points' next to the reward you want to claim! You will be given a coupon code to use at checkout. This coupon code will also be sent to the email connected to your account.

Do I get 500 points just for sharing with friends?

Your referral link gives your friend immediate access to the $5 off reward. Your reward of 500 points becomes available to you when they make a purchase using your link.

Why can’t I see my points?

Points are exclusive to the country you signed up from- so if you have a Canadian account, you can only access your points through the Canadian webstore. Same goes for the USA! To maximize your rewards, ensure any purchase, referral or engagement is done on the same country store. If you can’t see your points, there is a country toggle in both the top left-hand side and bottom of our website to find your country.

Do my points expire?

Yes, points expire after one year if you do not use any points collected or take any action to collect more points. If no action is taken, your points are expired. Don't worry- we will send you a note to let you know if they are about to expire.

How many points can I spend per order?

You can spend up to 2500 points on each order- that's $25 in savings!

Can you stop sending me emails about my rewards that I earn or spend?

Yes! You can opt out of rewards emails at the bottom of any email sent to you.

I copied my points coupon code at checkout but changed my mind. My account pop-up shows I used them, when I didn’t. Where did my points go?

Don’t worry! While it appears your points have been used, they are still available for you to redeem on a purchase. Log into your BN3TH customer account here. Once logged in, you can find your rewards points by clicking on My Rewards Profile. Under the Rewards section, you can click 'Spend Points'. Click 'Redeem' next to the reward you want to claim! You will be given a coupon code to use at checkout and it will also be sent to the email connected to your account.  If you already received this email and did not redeem the points, the coupon will still work at checkout.

Military, First Responder, and Teacher Discount

How to receive your Military discount

1. Verify your ID by clicking on the button below.

2. Upon verification, you will be redirected to BN3TH.com.

3. Your discount will be automatically applied at checkout, no promo code necessary.

Who is eligible?

Military (including Active Duty, Retirees, Veterans), First Responders (including EMT Certified Police, Fire and EMT), and Teachers. You must be a member of ID.Me to participate.

How do I receive my discount?

You must verify your identify and status in the military, as a first responder, or as a teacher through ID.me. Once you have been verified, your discount will be applied to your order at checkout.

Does signing up for ID.me mean I’ll start receiving newsletters and promotions from ID.me or BN3TH.com?

No. You may receive a message inviting you to opt in to relevant communications, but you are not required or automatically signed up for these newsletters.

What if I am shopping on mobile?

Once you reach checkout on your mobile device, you can login to your ID.me account by clicking on 'Order Summary' at the top of the screen.

Can I provide my discount to friends?

No. This program is only for eligible members.

Restrictions

This discount cannot be combined with other promotional codes. This discount also cannot be combined with other coupons or third-party offers.

LAST CHANCE MYPAKAGE

Can I still purchase MyPakage products anywhere?

Yes, there are select retailers still carrying MyPakage products with limited quantities. You can also purchase select MyPakage items from the “Last Chance” section at www.bn3th.com (USA only). All products shown are all that is available- there will be no restock. Once they’re gone, they’re gone for good.

I need to make an exchange on a MyPakage purchase. Now what?

All MyPakage items purchased from the “Last Chance” section of the BN3TH website are final sale. There will be no exchanges accepted on these items. Any MyPakage items returned to BN3TH will be returned to sender.

I need to make an return on a MyPakage purchase. Now what?

All MyPakage items purchased from the “Last Chance” section of the BN3TH website are final sale. There will be no returns accepted on these items. Any MyPakage items returned to BN3TH will be returned to sender.

I think I have a defective MyPakage product. Now what?

The team at BN3TH will continue to stand behind MyPakage product and will deal with manufacturing related issues on MyPakage product purchased within the past 6 months with proof of purchase. Please note that this policy does not apply to products that have been damaged by misuse, accident, modification, or purchased from a third party seller that is not an authorized MyPakage retailer. If you believe you have a defective product, please fill out our Quality Control form detailing your issue. Once submitted, our customer service team will be in touch to help you out. Please do not send product back without contacting us first. Items sent back without authorization will be returned to sender.

Company

Does BN3TH offer sponsorship?

We sponsor a variety of artists, athletes, and visionaries and are always looking to add talent to our team. To apply for sponsorship, please email sponsorship@bn3th.com and include a detailed resume and write-up on why you think you would be a good fit. Please note that due to overwhelming response, only those qualified will be contacted.

How do I share comments and feedback?

We love hearing from you! Our Customer Feedback form gives you the chance to voice your opinions and provide feedback, which in turn helps us improve! It can be found here.

How do I make a donation request?

Please send all donation requests along with your contact and cause information to info@bn3th.com. Please note that a representative will contact you if you meet our donation criteria.

What about #permissiontoplay?

#permissiontoplay is an ongoing aspect of life for our customers, fans, and staff. Get outside of your comfort zone, and go play in this beautiful great big world!

Newsletter

How do I sign up for the newsletter?

You can sign up for the BN3TH newsletter here to stay up to date on the latest releases, elite promotions, and exciting sweepstake offers.

Current Promotions

*Discount codes do not apply to multi-packs or sale items unless otherwise stated.  Discount codes cannot be combined with Rewards Points. If you use a discount code and make a return, you will be refunded the price you paid for the item after the discount was applied.

15% off with Newsletter sign up

Sign up for the BN3TH newsletter and receive a discount code for 15% off your next order. One (1) offer per customer. Minimum order value of $50. Offer cannot be combined with other discounts (including loyalty points). Excludes sale items and 2-Packs. Offer expires August 31 2018.

10% Off Your First BN3TH Order

Applies to your first BN3TH order and is applied automatically at checkout.  One (1) offer per customer. No minimum order value. Offer cannot be combined with other discounts (including loyalty points). Excludes sale items. 

#testituesday Monthly Winner

Each Tuesday we post a #testituesday post on our social media channels and invite our followers to comment their #testituesday on the post. One winning comment is chosen on the final day of each month.  Winner is selected from BN3TH testimonial comments entered between the first and last day of the month on any of the following BN3TH channels on #testituesday posts: Twitter, Facebook, and Instagram. Tweet testimonials can be sent anytime during the current contest month. Winner will receive 5 (five) pairs of BN3TH classic boxer briefs with free standard ground shipping to any North American address. Winner will be notified via social media. For a list of winners, please email info@bn3th.com