Customer Service – Under the Nile

Customer Service

Ordering is easy at Under the Nile. Just select the items you want and proceed to check-out. You can check out as a Guest, or create a secure Under the Nile Customer Account.

Customer Account Advantages:

  • Save your information for faster ordering
  • Save your shopping cart between visits
  • Track shipping
  • Receive Loyalty Points!

Discounts with Under the Nile

Sometimes we extend offers for discounts by using a discount code. You will see a place to enter the discount code at the time of checkout. Please note that our website allows for only one discount code to be used per order.

International Orders

Under the Nile currently does not ship internationally from this website. To find an international store or distributor, please go to our International Page.

Wholesale Orders

For wholesale orders, please go to our Wholesale Page.

Shipping Policy

Standard Shipping (Orders are shipped out from our facility within 3-5 business days of purchase)

Order Total ($) Shipping Cost ($)
$0.01 to $30.00 $6.00
$30.01 to $50.00 $8.00
$50.01 to $80.00 $10.00
$80.01 to $100.00 $12.00
$100.01 to $150.00 $14.00
$150.01 + $16.00

 

  • Under the Nile only ships to addresses within the contiguous United States
  • At this time, we do not ship to Hawaii, Alaska or US Territories
  • We DO NOT ship to P.O. Boxes or APO/FPO.
  • Most orders are shipped via UPS Ground.
  • If you would like to expedite your shipping please call our Customer Service team between the hours of 9:00 AM to 5:00 PM PST to place your order at (800) 710-1264.

Tax Policy

California residents will have an 8.75% tax added to their orders. All other orders at the present time are tax free.

Secure Payment Methods

Your ordering information is safe with us. All Under the Nile orders are performed through authorize.net on a secure server.

Return Policy

At Under the Nile we take pride in the high quality of all our products. If you are not completely satisfied with your purchase, just send it back and we'll offer store credit or refund the purchase price or send you a replacement or exchange.

Please understand that we do have the following requirements for returned merchandise:

To be eligible for a return, your item must be unwashed, unused and in the same condition that you received it with all original tags. It must also be in the original packaging. Sale items (items in clearance section) may not be returned. Gift cards may not be returned. 

Merchandise must be returned within 15 days of your receipt. If 15 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

Unless your item is faulty or damaged, you are responsible for all return shipping costs. Shipping and handling charges are not refundable

To complete your return, please include a copy of your invoice and indicate which item(s) you are returning.

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at alma@underthenile.com.

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at alma@underthenile.com and send your item to: 2070 Zanker Rd San Jose California US 95131.

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you. Please note that gift returns/exchanges apply only to Under the Nile products purchased on our website (Underthenile.com) and not from secondary sellers.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Shipping
To return your product, you should mail your product to: 2070 Zanker Road, San Jose CA 95131

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

    Warranty/Damaged Products

    All of our products are guaranteed against manufacturer's defects in workmanship. If you receive an item that is damaged please contact us and we will sort everything out immediately.  Please include the order number (located at the top right corner of your invoice) and which item is damaged.

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