Do the boxer briefs ride up?
To prevent the underwear from riding up during wear, we extended the length of underwear during the development process. The added length increases friction and has been very effective in relieving this issue. This solution has been confirmed and supported through the extremely positive feedback from our 100+ trial test customers with a wide range of body types.
How many washes can the antibacterial properties of the underwear last?
The silver fibre will not deteriorate after washing as the silver is permanently bonded to the fabric. The antibacterial property of the silver remains active through more than 245 washes.
How does your underwear compare to its competitors? (Eg. Y Athletics & MyPakage)
All of our current KOY GEAR boxer briefs have a patented air mesh panel design that allows for added breathability and air flow.
The Silver Air underwear from Y Athletics do not have this feature. However, the fabric for "Silver Air" is made from Merino wool which is similar to our modal fabric in its softness and breathability. Silver Air underwear also contains silver fibre.Everyday 0.3 grams of feces is left on underwear due to daily usage, yet Y Athletics Silver Air advertises not washing their underwear. We do not believe in this philosophy. As a result, our underwear is designed to be durable enough to be cleaned constantly without ever fading.
As for "MyPakage" their Keyhole comfort technology is a good design and allows for ample room in the underwear (we don’t have that). They also use modal fibres in certain lines of their underwear. The difference is that KOY GEAR focuses on the application of material science and technology to fabric. The silver fibre embedded in our underwear kills 99% of bacteria. In addition, KOY GEAR briefs have a patented air mesh panel design that allows for added breathability and air flow.
If water makes silver dissolve, how does washing the underwear affect the effectiveness of the material/product?
Oxygen or moisture can cause the silver atom on the surface to be oxidized, forming the positively charged silver ion, which dissolved in water that kills the negatively charged bacteria. However, the metallic silver itself is water-insoluble. Washing does cause oxidation within the silver pouch, but since silver is one of the most stable elements, it would take years upon years for the whole silver fibre component to oxidize. Underwear is not meant to last a lifetime and even if it could, we would still recommend men to replace a pair of underwear generally every 5-6 months for health purposes.
What are the KOY GEAR Boxer Briefs made from?
Polyester (Air Mesh): 10%
Polyester (Silver fibre): 10%
Are silver fibres only in the pouch at the front, or is it all over the underwear?
The silver fibres are only located in the frontal pouch. The reason why we are not integrating silver into the whole underwear is that the metallic property of silver fibre will make the fabric susceptible to ripping and stretching. To get the best protection while maintaining durability, we have decided to focus all the silver fibre into the pouch.
How to wash the silver fibre underwear?
Why don't you use wool for the sock since wool is known to be one of the effective material for anti-odour property.
Yes, wool's high absorbency could help reducing odour. However, when choosing materials for our sock, we are trying to find sweet spot among comfort, durability, absorbency. Wool has decent comfort and great absorbency, but has very weak tensile strength. Therefore, we decided not to use it for our sock.
What should I do if the stain doesn't roll off from the shirt?
Immediately resin the stain spot with water. DO NOT wipe it, because the stain will be pressed through the stain resistant layer.
RETURNS & REFUND
What is your return policy for under garments?
If you're not happy with an item, you have two options: (1) return the unopened items for a refund or (2) we can send you another replacement item (of equal or lesser value) within the first 45 days of your order - we just ask that you share the shipping cost.
Are international customers expected to pay their VAT and duties?
Yes, non-Canadian customers will be required to pay both duties and VAT when receiving their rewards. For all other shipping questions, click here.
Is my shipment being protected ?
KOY Gear Inc. is no longer responsible for managing the shipments once they had left our fulfillment centre and received by the postage service. Route Insurance is strongly recommended to the customers.
What is Route Insurance ?
Route is a third party application that allows customers to buy the shipping insurance for all orders. Route ensures protection of customers' shipment in case of lost, stolen, or damaged.With the Route app, customers could visually track their KOY Gear shipments anytime, anywhere.
What should I do for Lost Orders
An order is considered lost if tracking never confirms package status as "delivered." If tracking shows no movement or looks to be stuck after exceeding the appropriate amount of shipping days, then orders may be considered lost, and a claim will need to be made How many days following the last tracking update, should I file my claim? Domestic orders - 7 days International orders - 20 days Claims for orders lost in-transit must be filed no later than 30 days from the last available tracking update.
What should I do for Stolen Orders
An order is considered stolen if tracking confirms package status as "delivered," but not received Route asks that you wait 5 days from the day your package status was marked delivered before reaching out and filing your claim Claims for stolen orders must be filed within 15 days from the date your package was marked delivered.
What should I do for Damaged Orders
If your item arrives damaged, unusable, or in an unacceptable condition, Route encourages customers to file a claim immediately Please include photo reference of damaged item and packaging received Claims for damaged orders must be filed within 15 days from the date your package was marked delivered.
What is Pulse Lab
Our customers are the heartbeat of KOY Gear and we excel together. Whether a product or an experience, we want to craft it through your eyes. Pulse Labs is how we engage in a more meaningful way with a community of people who care.
How does it work?
1. Provide us with your thoughts and ideas on new product concepts
2. Have a direct impact on product design and other brand decisions
3. Have the chance to test and review our gear while in beta
What do I get?
You will not only have an impact on our product development process but also have the chance to test and review our gear while in beta!
It will be great if you could use the form on this page for all customer service requests. However, if your issue requires an email or you are looking to contact another department at KOY Gear, below are our email addresses:
Media & Press: email@example.com
We don't sell product from our corporate headquarters in Toronto. If you want to visit, please reach out to our customer service team first.110 Bond Street, Toronto, ON,M5B 1X8, Canada.