Order Questions
Check the status of your order and find answers to frequently asked questions below.
Once an order is placed, we are unable to make any changes. This includes canceling the order or modifying the items. Orders are processed automatically as soon as they are submitted. If you need to return an item ordered in error, you may do so once it arrives. Please note that refused orders will incur a 15% restocking fee to cover additional shipping costs. To purchase additional items, please place a new order.
If your order cannot be canceled and is being shipped to your home, you may still return it. Returns are accepted within 30 days of the purchase date, provided the item is in original, unworn condition with all original tags and packaging.
In-Store Pickup orders cannot be canceled once placed. However, if you no longer wish to keep the item, you may return it for a refund at the time of pickup.
When you place an order, an authorization hold is placed on your debit or credit card. Canceling an order does not immediately remove this hold. Most holds are released within 3–5 business days, but it may take up to 30 days, depending on your financial institution. DTLR cannot expedite this process.
Why does my tracking say “Label Created”?
No worries! This just means your order is on its way. The shipping label has been created, and your package is waiting to be scanned by the carrier. It can take 1–2 business days for tracking to update with movement.
All my items didn't ship, and I received a partial refund
We always aim to ship your full order. If an item becomes unavailable, we’ll automatically refund you for that item:
- Third-Party refunds go back to the original payment method.
- Credit card refunds go back to your card. We’ll send you an email confirmation so you’re always in the loop.
- Gift card refunds go back to the original gift card (when applicable).
How much is shipping?
Shipping costs vary based on your selected method and location. You’ll see all your options and prices at checkout.
We often offer free shipping on orders over $75 (before tax and after discounts). Here’s what to know:
- Free shipping is available to the 48 contiguous U.S. states.
- Orders to Hawaii and Alaska use air shipping rates.
- Free shipping applies to one address per order.
- Some large or multi-item orders may not qualify.
What if my package goes missing?
We know how frustrating that can be. While DTLR isn’t responsible for packages once they’re with the carrier, our Customer Service team is here to help. We’ll guide you through filing a claim with the shipping provider.
How Soon Will My Order Ship If I Choose Express or Standard Shipping?
We know you're excited to receive your order—and we're just as excited to get it to you! Here's what to expect based on your shipping method:
Ground & Economy Shipping
- Ships within 2 business days (Monday–Friday, excluding holidays).
- Great for non-urgent orders and budget-friendly delivery.
Express Shipping (Overnight & 2-Day)
Need it fast? Express is the way to go.
Here’s how it works:
- Orders placed before 1 PM EST (Monday–Friday) ship the same business day.
- Orders placed after 1 PM EST, or on a weekend or holiday, ship the next business day.
Delivery Timing Tip:
- Overnight Shipping may take up to 2 days depending on when you order.
- 2-Day Shipping may take up to 3 days.
Example:
Place a 2-Day Express order at 2 PM on Friday, and it will ship on Monday, arriving by Wednesday.
Express shipping is still the fastest option—just keep the timing in mind when placing your order. We're committed to getting your order to you quickly and reliably.
How can I track my order?
Easy! Just head to our Order Tracking page and enter your info to see real-time updates.
Do you ship internationally?
At this time, we only ship within the United States
Can you ship to a P.O. Box?
Yes! We ship to P.O. Boxes for orders under $150 using Economy shipping.
Do you ship to APO/FPO addresses?
We’re sorry, but we currently do not ship to APO/FPO addresses.
How does Store Pickup work?
Want to skip the wait? Choose “Store Pickup” at checkout and select your nearest DTLR store. You’ll see the estimated pickup window before placing your order.
Here’s how it works:
- You’ll receive an email when your order is ready, along with a pickup PIN.
- Bring your photo ID and pickup PIN to the store to pick up your order.
- Please pick up your order within 7 days. After that, your order will be returned to our warehouse and a refund will be processed.
Changed your mind? If you no longer want your Store Pickup order, we recommend picking it up and returning it in-store. This is the fastest way to receive your refund.
In-Store Return Policy Note: Refunds for purchases made using third-party payment methods—such as Afterpay, Affirm, or PayPal—can only be issued in the form of a DTLR gift card.
What’s the difference between Ship to Store and Buy Online, Pick Up In Store?
Great question! While both options let you pick up your order at a DTLR store, they work a little differently:
Ship to Store - $2.99 Pickup, Ready in 3–5 Business Days
- What it is: Your item is shipped from our warehouse to the store you choose.
- When to expect it: Delivery usually takes 3-5 business days. You’ll receive an email when your order is ready for pickup.
- Why choose it: Ideal if the item isn’t currently available at your local store but is available online.
Note: The $2.99 fee covers the cost of shipping the item from our warehouse to your selected store, since it’s not available there immediately.
Buy Online, Pick Up In Store (BOPIS) - FREE Pickup, Ready Today
- What it is: You’re purchasing an item that is already in stock at your selected DTLR store.
- When to expect it:
- Orders placed before 2 PM EST are usually ready for same-day pickup (during store hours).
- Orders placed after 2 PM EST will be ready the next business day.
- Why choose it: Ideal for fast, convenient pickup when the item is available locally and you need it quickly.
In both cases, you’ll get an email with a pickup PIN when your order is ready. Bring your photo ID and PIN to the store to pick up your order.
Still not sure which option is right for you? We’re happy to help—just reach out to our Customer Service team!
Where do I choose between shipping and store pickup during checkout?
During the checkout process, you’ll see a section labeled “Delivery”. This is where you can choose between:
- Ship – to have the item delivered to your home.
- Pickup in store – to collect your item from a DTLR store.
Tip: When you select “Pickup in store,” a drop-down list will appear. The pickup fee is the easiest way to tell the difference—FREE means same-day pickup, $2.99 means it’s shipping to the store.
What Happens to My Trendsetter Points If My Order Is Canceled?
If you earned Trendsetter Points from a purchase and the order is later canceled—either by you or by DTLR—those points will be removed from your account once the cancellation is processed.
Points are only awarded for successfully completed purchases, so any points earned from a canceled order will be reversed.
Why Was My Same-Day DoorDash Order Delayed?
We sincerely apologize for the delay in your DoorDash order and any inconvenience it may have caused.
If your order was placed before 1:00 PM EST, it was eligible for same-day delivery. If that delivery window was missed, we understand your frustration and are truly sorry the expectation wasn’t met. In such cases, please contact the DTLR customer service team at custserv@DTLR.com
Why Was My DoorDash Order Scheduled for the Next Business Day?
Orders placed after 1:00 PM EST are not eligible for same-day delivery and are automatically scheduled for delivery on the next business day, per our delivery policy.
We understand this may be disappointing, and we appreciate your patience and understanding. If you have any questions or need further assistance, our team is here to help.
What if I accidentally placed a duplicate order?
If you placed two identical orders, please contact Customer Service immediately. If the orders have not yet shipped, we may be able to cancel one. Otherwise, you can return the duplicate once received.
Can I place an order over the phone or via email?
No, all orders must be placed through our website or app to ensure secure payment processing and accurate inventory tracking.
Why is my order delayed?
Delays can occur due to:
- High order volume
- Weather or carrier disruptions
What should I do if I received a defective or damaged item?
We’re sorry to hear there’s an issue with your order! If you received an item that appears to be defective or damaged, please contact DTLR Customer Service within 5 days of delivery so we can assist you promptly.
To help us investigate and resolve the issue as quickly as possible, please include the following in your email:
- Your order number
- Clear photos of:
- The item(s) you received
- Any tags, labels, or packaging
- The shipping container (if still available)
- The packing slip or invoice (if included)
This information helps us understand what went wrong and take steps to prevent similar issues in the future. Thank you for helping us improve your shopping experience!
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