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, Christmas Eve and Christmas Day.
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. You can check your status of your order here.
Can I change or cancel an order?
When we receive an online order, we are generally unable to change or cancel your order. The order is automatically processed as soon as you press "Place Order." You may contact us if you wish to make a change.
However, due to the above, we cannot guarantee your order will be changed. If you need to change or return an item that you ordered in error, please return it to us as soon as you receive it. If you want to add an item to a recently placed order, please place a new order. If the order is refused a 15% restocking fee will be applied to your refund to cover the additional shipping fees.
What if I need to change my address or add apartment number?
Unfortunately once an order is placed, we are unable to change any information in the order. Once you have received your tracking number, if your package is shipping UPS ground, you can go to UPS My Choice to update your address. If your package is going our Economy Surepost, you may upgrade to UPS ground and change the address. (fees may apply). At UPS my choice you can also request to have your package held at a local facility for pick up.
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
- Affirm- Buy Now, Pay Later
- Orders paid with Affirm can only be returned via mail- (No store returns)
If your card is expired or cancelled when we attempt to credit back a return, your refund will be given back as store credit through a gift card.
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.
DTLR will provide a price adjustment if the price was lowered within 10 days of the purchase.
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.
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, new releases, and select styles do not qualify for free shipping. If the clearance item shares the cart with a non clearance item the order will ship for free.
Multi-item orders may not qualify for free shipping and normal shipping rates will apply.
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 4 to 8 business days. UPS 2-Day will take 3 business days and UPS Next Day 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 firstname.lastname@example.org 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) or International Express (2-3 business days). Free shipping will not be eligible.
Does DTLR ship to P.O. Boxes?
Yes, DTLR ships to P.O. boxes if the order is under $125 and shipped via Economy (SurePost).
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.
Ship to Store
Choose the "Ship to Store" option and pick a store destination to have your order shipped ground for free to a DTLR location. You will be notified when your items arrive and they will be held for you to pickup.
Ship to Store orders must be picked up within 21 days upon store delivery. When your order is ready for pickup you will receive an email with your pickup PIN. It is required to show both your photo ID and PIN to receive your online purchased order in store.
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.
How do I find out about specials, events, promotions and discounts?
Please follow DTLR 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. Additionally, customers can sign up for Text Messaging notifications.
Text VILLA to 40558 and Join the Movement. By texting 40558, you agree to subscribe to DTLR's mobile marketing alerts via automated technology and agree to the mobile terms and conditions. Messages will be sent to the mobile number used at opt-in. Consent is not a condition of purchase. You will receive up to 12 msg/mo. Text STOP to stop and HELP for help. Message & data rates may apply.
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.
Online Gift Cards:
Please allow up to 48 hours for Online Gift Cards to be redeemable online or in-store.