Welcome

FAQ

Frequently Asked Questions

Our customer service team is available Monday-Friday from 8 AM - 8 PM (EST) and Saturday from 9 AM - 2 PM (EST). We are closed for New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day and Christmas Day.




Contact Us:




ORDERING:

For faster processing time and to ensure you get your order when expected, please place your order through PayPal. There is even a guest checkout you can use if you do not have a PayPal account.


If you do not pay with PayPal, there is a possibility that your order could be placed in review which will delay your shipping time OR your order could be rejected by the fraud detection team. If your order is rejected, your pending funds will drop back onto your card within 1-5 business days. NOTE: If you are purchasing a NEW RELEASE or another limited item which may get sold out, you will want to pay through PayPal so you do not lose your item.



Why didn’t I receive my confirmation email?


If you haven’t received your confirmation email, please check your junk/ spam folder. You may also call or email us to confirm that you provided the correct email address for your order.



How do I cancel my DTLR order?

DTLR allows a 30 minute window to cancel your order from the time it was placed. If your order was placed within the 30 minute window please call customer service during normal business hours. If your order was placed outside of our normal business or if you want to cancel after the 30 minute window you must contact customer service during normal business hours and we will be happy to help you set up a return authorization.



Which forms of payment can I use?


We accept the following:


  • All Visa and MasterCard logo debit cards
  • Visa, MasterCard, American Express, and Discover credit cards
  • PayPal

For faster processing time and to ensure you get your order when expected, please place your order through PayPal. There is even a guest checkout you can use if you do not have a PayPal account.


If you do not pay with PayPal, there is a possibility that your order could be placed in review which will delay your shipping time OR your order could be rejected by the fraud detection team. If your order is rejected, your pending funds will drop back onto your card within 1-5 business days.


We apologize, at this time we cannot accept international credit cards for payment on DTLR.com


Please note that only one form of payment is allowed per order.




Can I make a change to my order after I get the order confirmation?

DTLR allows a 30 minute window to make changes to your order from when it was placed. If your order was placed within the 30 minute window please call customer service during normal business hours. Unfortunately after the 30 minute window we are unable to make changes to your order and you must contact customer service to process a return authorization.



What if there is an issue with my order?


Our customer service representatives may contact you to confirm your order if there are any questions or concerns with your order. We will make 2 attempts in a 3 day period to confirm your order. If we do not receive a call or email from you or are unable to confirm your order within the 3 day period, your order will be cancelled.



Price Adjustments

DTLR will provide a price adjustment if the price was lowered within 10 days of the purchase.





BULK ORDERING:

We welcome bulk buyers, but need to ensure the shipping fees incurred for larger orders are sufficient for larger shipment size.
We define Bulk Orders as:


  • Any order with 10 units or more
  • Any orders from the same ship to, bill to, customer name or customer email of 10 units or greater over a 24 hour period

*Some promotions may not apply to bulk orders
*Affiliate offers (such as cash back) are not applicable to Bulk Orders.


For these orders the Shipping Fees displayed in Checkout may not apply, and Customer Service will contact you to discuss a final Shipping Fee. This final Shipping Fee will need to be paid via PayPal before your order will be processed and shipped.
Thank you for your understanding, and for your orders!





SHIPPING:


All my items didn't ship, and I received a partial refund

DTLR strives to fill all orders 100%. If DTLR can’t fulfill your entire order we will refund you for the items that have not shipped. PayPal orders will be refunded to your PayPal account. Credit card orders will be refunded back to your card.




How much do you charge for shipping?


Shipping and handling charges depend on the shipping method you choose. Your shopping cart will display all of your shipping options and costs from USPS to Overnight.

See above for Bulk Order shipping fees.


We frequently offer free shipping and the order value threshold may vary. Free shipping is only available to the 48 contiguous states. For Hawaii and Alaska air shipping rates will apply.
Free shipping orders can only be shipped to one address


Clearance items do not qualify for free shipping. If the clearance item shares the cart with a non clearance item the order will ship for free.



How do you handle missing packages?


Please note, DTLR.com is not responsible for lost, missing or stolen packages once the courier has picked up the package from our facility and is in route. DTLR customer service will assist you in filing a claim with the courier.



I just placed an order. How long before it will be shipped?


Orders are shipped via USPS or UPS depending on the shipping option that was picked. We ship Monday through Friday from our warehouse in Pennsylvania and we do our best to process orders within 2 business days of ordering. We do reserve the right to hold and confirm an order if we believe there is indication of inaccurate information. Typical shipping times for basic UPS shipping ranges from 2 to 5 business days while USPS will take 7 to 10 business days. UPS 2 day will take 3 business days and UPS overnight will take 2 business days. Not every shipping option is available for every destination. We do ship to Hawaii and Alaska however air shipping rates will apply.



How do I check the status of my order?

You can check the status of you order by logging into your account. If you have any questions about your order you can contact customer service at [email protected] or call us at 844-788-4552 during our normal business hours.



Can I have my order shipped outside of the United States?


At this time the only region we ship outside of the US is Puerto Rico. The options are International Economy (5-10 business days) at a rate of $25 or International Express (2-3 business days) at a rate of $37.



Does DTLR ship to P.O. Boxes?

Yes, DTLR ships to P.O. boxes if the order is under $125 and shipped via Economy (Shortpost).



Does DTLR ship to APO/FPO?


To ship to an APO / FPO address you must checkout out and pay with PayPal. APO / FPO addresses cannot be entered in DTLR's checkout page directly, but if entered via the PayPal checkout process the order will ship Economy.



What is the Signature Required shipping method?


In order to ensure that our valued customers receive their packages intact, we recommend selecting the "UPS Direct Signature" option. All packages shipped via this method are automatically insured up to $100 per package through the courier some exceptions apply. This method requires a signature from an adult (18 or older) upon delivery. Please note DTLR is not responsible for lost or stolen packages or missing items if the customer does not select this option. In the event a customer does not elect to use a signature required option, DTLR Customer Service will assist you in filing a claim with the courier when necessary.





RETURNS:

DTLR wants you to be fully satisfied with your purchase. If you are not satisfied with your purchase, you have 30 days from the date on your receipt to request a full refund of the purchased price. Returns will only be accepted if the items are in a new and unused condition with the original packaging and tags. Shipping fees are not refundable.
ONLINE ORDERS MAY NOT BE RETURNED TO STORES.


You can return merchandise back to us in two ways:

1) Customers who checked out in their account can set up their RMA quickly! Simply click 'My Orders' in your customer dashboard to start the RMA process. When finished click 'Submit' and your RMA has been set up successfully.


  • Customer service will email detailed shipping instructions and the return authorization number to ensure your package gets back to DTLR for a full refund.
  • Prepare your original package with the invoice and use the shipping carrier of your choice. Please be sure to select a shipping method that uses a tracking number.
  • After the package is sent, log in to your account, go to 'My Returns' and update the carrier and tracking number of your RMA order in the 'Shipping and Tracking Information' form.

2) Customers who checked out as a guest must contact customer service by email or phone to set up their RMA. Any shipment received without an authorization number will be denied and returned to you are your cost.


  • Customer service will email detailed shipping instructions and the return authorization number to ensure your package gets back to DTLR for a full refund.
  • Prepare your original package with the invoice and use the shipping carrier of your choice. Please be sure to select a shipping method that uses a tracking number.
  • After the package is sent, email customer service your tracking number and RMA number.

Once your returned item arrives at our warehouse please allow 2-5 business days for us to initiate the refund. PayPal refunds will be credited to your PayPal account. Credit card refunds may take another 2-10 days for your refund to appear depending on the credit card you used.


If I need to return an item do I need to pay postage?


Yes, you are responsible for shipping charges back to our facility.


How do I exchange a product?

DTLR does not offer exchanges online. You must contact customer service to issue a return authorization and place a new order for the correct item.


If I buy an item online can I return it to one of the DTLR retail stores?


Unfortunately, no not at this time. All online purchases can only be returned to DTLR.COM.


What if I have a damanged item or something different from what I ordered?

If you received the wrong product, or if it arrives defective or damaged in transit, please contact customer service within 5 days of receipt so we can resolve the problem. In these rare cases, we will cover return shipping. We will reship the item if available or refund you in full.


Can I buy something in the store and return it online?

Unfortunately, no not at this time. All store purchases can only be returned to a DTLR store.


In-Store Returns:

Store policy for in-store returns.

  • • Identification required for all purchases made with a magnetic strip credit card (valid driver's license, state issued ID, military ID). We do not accept credit cards when the magnetic strip does not work.
  • • No cash refunds (exchange or DTLR gift card only).
  • • Merchandise paid with a debit card will be issued a DTLR gift card (original receipt must be present).
  • • Merchandise paid with a credit card will be returned to the credit card (original receipt and original credit card must be present) or a DTLR gift card will be issued.
  • • No exchanges/retunrs without a valid store receipt.
  • • Exchanges/returns will not be honored after 30 days from purchase.
  • • Worn or defective merchandise is accepted at the discretion of store management.
  • • All ticket, DVD and CD sales are final.
  • • DTLR gift cards can only be purchased with cash or debit.
  • • Product may not be purchased for resale.



MARKETING:


How does your ticket procedure work for release product?


Tickets for certain release product are given out in DTLR Store Locations. If you’re interested in purchasing a new release visit your local DTLR Store for a ticket which will provide you with a time slot during which you can make your purchase.



I just wanted to know when a certain product will release or launch.


For information on new releases and launches please see our release calendar. You can also follow DTLR on Facebook, Instagram, and Twitter or contact your local DTLR Store location.



How do I find out about specials, events, promotions and discounts?


Please follow DTRL on Facebook, Instagram, and Twitter to be notified about special events, promotions, and discounts. Customers who provide their email address or set up an account will also receive information by email.



Why isn't my promotion code working?

Please refer to specific exclusions for specific promotion codes.


Release items are generally excluded from all promotions for a 30-day period of time after the release date. This includes promotions with affiliate partners for cash back rebates and earning points.


In addition, our promotions often exclude Clearance items.



Can I save items in my shopping cart and buy them later?


Yes, all items added to your shopping cart will be automatically saved. However, all items are sold on a first come, first serve basis and an item’s availability and pricing are subject to change. This means that items added to your shopping cart may not be available at a later time. The only way to ensure the item is available is to order immediately.



Why does DTLR ask for my email address; and why should I register?


As a registered customer, you can check the status of your order at any time. We will also save your information for faster check out on future orders. Please note that credit card information will not be saved. We will also send any notifications such as order confirmations and shipping confirmations by email. In addition you will receive emails regarding product releases, promotions, and special events.