Almost always, the reason for the over payment is because the transaction was done in the wrong currency.  

For examples:

• You got charged 100$ USD when it should have been 100$ CDN. This would show up on your statement as approx. 128$CDN + banks will add a service charge to foreign exchanges making it seem like you got overcharged.  

• You got charged 100£ for an order that was $100 USD. This would show on your statement as 137.77$USD + banks will add a service.

How do transactions get charged in the wrong currency? 

This can happen because you are in the wrong store view.  For example, you are in the USA store instead of the Canada store. An easy way to check is to look at the flag beside the logo and make sure you are in the right store. 

This also happens when you use a saved credit card that was saved in another currency.  If you place an order in the wrong store, and choose the save credit card option, then that card will forever process transactions in that currency, even if you choose a different currency or store, the saved credit card currency overrides  all other currency settings.  

To fix this

1. Delete the saved credit card which was saved with the unwanted currency
2. Fill out a refund request form for the difference 

You can remove the credit cards that show up on the checkout page at the very top of the payment form.  

https://www.pumpunderwear.com/{{your store}}/vault/cards/listaction 

Example: 

Quebec

https://www.pumpunderwear.com/qc/vault/cards/listaction

Canada

https://www.pumpunderwear.com/ca/vault/cards/listaction

United States

https://www.pumpunderwear.com/us/vault/cards/listaction

Thank you for your interest in PUMP!

If you wish to become a PUMP! model, please do submit your model application via the following link:

http://mag.pumpunderwear.com/model-submission-form/

Please note that it can take time to respond as we solely scout for models at distinct and minimal periods of the year.

Thank you and best of luck!

My PUMP! Dollars are missing!

No, they are not missing. If you don’t see your PUMP! Dollars in your Account Dashboard, do not worry, it is not because they are no longer there.  In most cases it is because they were earned in another region where you are not registered. For example, your PUMP! Dollars are on your Dashboard in the USA store but not in the Canadian Store where you created and use your account.  You can either switch to the view they were earned, or ask us to do a transfer.

If your address was input incorrectly and/or there is missing an apartment number, you must contact us at service@pumpunderwear.com immediately.

If your order is processed and/or shipped by our system, it will be too late to change the shipping information. From here you can follow the below options:

If your order is missing your apartment and/or suite number, we recommend leaving a note at your mailbox or front desk for the mail courier to bring the package to your correct apartment.

If your order has an completely incorrect address, please contact us at service@pumpunderwear.com for further information.

Thank you for your interest in PUMP!
We gladly accept all potential applications for Wholesale Partners.

Please follow the directions below to apply:

http://mag.pumpunderwear.com/pump-wholesale-request-and-application-form/

Best of luck!

We apologize for problems logging in. We had some issues when password security encryption was upgraded and a new more secure algorithm was used to store password hashes.  

However that problem is now resolved but you would need to do a new password reset request. Make sure you initiate it from the store view that you usually access your account from (ie: Canada, US, Australia etc.)

Link for USA (use the Country chooser to choose your location)

Forgot Your Password?

Once you get the reset email, click the link to set your password.

Choose a new password that is 7 characters or more and has at least:

• 1 lowercase character
• 1 uppercase character
• 1 digit 

Then please clear your browser cookies and cache so that any old authentication data is not present.

It should log you in but if you still can’t login after the reset, let us know.

As an alternative guaranteed way to access your account, you may also choose Facebook or Twitter login. They authenticate your account so it will work as long as you can access to your social account and as long as the email address you use to access PUMP! is the same as Facebook and/or Twitter.  

Even if you have not set up social login, you can still use it if the email address matches. 

We apologize for problems logging in. We had some issues when password security encryption was upgraded and a new more secure algorithm was used to store password hashes.  

However that problem is now resolved but you would need to do a new password reset request. Make sure you initiate it from the store view that you usually access your account from (ie: Canada, US, Australia etc.)

Link for USA (use the Country chooser to choose your location)

Forgot Your Password?

Once you get the reset email, click the link to set your password.

Choose a new password that is 7 characters or more and has at least:

• 1 lowercase character
• 1 uppercase character
• 1 digit 

Then please clear your browser cookies and cache so that any old authentication data is not present.

It should log you in but if you still can’t login after the reset, let us know.

As an alternative guaranteed way to access your account, you may also choose Facebook or Twitter login. They authenticate your account so it will work as long as you can access to your social account and as long as the email address you use to access PUMP! is the same as Facebook and/or Twitter.  

Even if you have not set up social login, you can still use it if the email address matches. 

For Non-Wholesale Customers

This could be because you logged into a wholesale store when your account is not yet authorized for wholesale or is still pending application. If you choose from the Flag store switcher another store, for example, the US, Canada or any non-wholesale store, you should be able to see products in inventory again. 

If you are already in the US, Canadian or non-wholesale stores and still see every item out of stock, it is possible we are doing an inventory sync across warehouses and this could display all items out of stock for a few minutes.  If after 5 minutes you still see no stock, please contact us.

For Wholesale Customers

If you ARE a wholesale customer and still see everything out of stock, then the site is detecting cookies from your browser of another user with a login that has recently logged in and is not approved for wholesale. It is also possible the website is detecting cookies from your own session when you were browsing a non-wholesale store with your wholesale account. Having both these user identities causes the site to not recognize your account as wholesale and the store view it is linked to.

Clearing your cookies and cache will fix this, then be sure to login with your wholesale account directly in a wholesale store (bypassing the need to switch from another view).  Switching to another web browser you haven’t used in a while could also solve this issue as the cookies would be stale. 

Use these direct links to access your account:

Wholesale USA

Wholesale Canada

Wholesale European Union

If you see this error often and would like additional accounts approved for wholesale, just let us know. That way it would not matter which cookies  the site gets the identity permissions from.