Frequently Asked Questions (FAQs)

Hello! Find below the answers to some of our most frequently asked questions! 

I’m not sure what size to order. Where can I find the size chart?

The size charts are located under the “Company” tab or click here. There is a size chart for waist trainers and one for clothing. Please, feel free to contact us if you still have questions after reviewing the charts via the chat button or email: support@wbycrystalwhite.com

I love the brand! Is there a loyalty program I can join?

We love that you love us! Our loyalty program is powered by Beans and can be found here.

I made my purchase, now I’m waiting for my order. Where’s my tracking information?

Yes!! We. are. so. excited!! You will receive your tracking information at the email address provided at checkout. Think you mistakenly entered your email? No worries! Email us: support@wbycrystalwhite.com with your order number and full name to update your email address.

Can you help me find my package?

Once orders are shipped and accepted by the carrier, we are no longer responsible for the package. Please follow up with the carrier or carrier service location near you for further assistance.

What happened to ‘Free Shipping On All Orders?”

It was our pleasure to offer completely free shipping to customers. However, with shipping rates increasing across all major carriers, this service has been updated.  Beginning January 1, 2021, Free Shipping will only be available for orders over $75.

The tracking number for my order says it was delivered, but I don’t have my order. What do I do?
  1. Check your confirmation email to ensure the correct shipping address was entered at checkout.
  2. If there are no issues with the shipping address, contact your local post office with your tracking number and date of delivery for further assistance.

My package has been returned to sender. How do I get the order reshipped?

To keep operations running smoothly, any orders returned to W by Crystal White will be cancelled and the original method of payment will be refunded minus a restocking fee ($5). Unless prior arrangements are made, the items will be restocked on the site and made available for re-purchase.

Do you accept returns or exchanges?

If there is an error on our part (I.e. wrong item or size shipped), we’re happy to make it right by assisting with return shipping. However, no other returns or exchanges are allowed at this time.

I changed my mind. How do I cancel or make changes to my order?

We doubt you’d ever want to cancel, but if you do, here’s the scoop. Due to processing times, orders may only be changed or cancelled if a request is received within 24 hours of order confirmation. If the order has already been shipped, the items may only be returned in their original packaging with tags attached, at your expense, if the request was received within 24 hours of order confirmation.

I made a purchase and now the item(s) from my order are on sale. Do you offer price adjustments?

Unfortunately, price adjustments are not available. Be sure to check your email for promotions!

Why is your site final sale?

Great Question! We’d love to offer more flexibility on returns/exchanges, but those processes can be strenuous on a small business. Additionally, due to the sensitive nature of W by Crystal White items, returns and exchanges are not allowed at this time. We encourage customers to contact us via social media or our website to inquire before checking out. We’re always available to answer questions!

Do you have a Frequently Asked Question and don't see it here? Send it to us: info@wbycrystalwhite.com and place: "FAQ" in the subject line.