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Shipping

 Why is my order stuck in “Label Created”?

If you notice the tracking status reads "Label Created", that means the shipment has been paid for and it's awaiting the first "in-transit" scan by the carrier. Occasionally, shipping statuses can remain in the "Label Created" stage for 1-2 business days.

 

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 available for your shipping address.

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

Free shipping is on orders over $100 when the cart has at least $100 of full priced, non release items in it.

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 placed via Ground or Ground Economy will typically be shipped within 2 business days. Overnight and 2 Day orders will ship same day if placed prior to 1pm, otherwise next business day (Monday - Friday).

 

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 custserv@dtlr.com 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 $150 and shipped via Economy.

 

Does DTLR ship to APO/FPO?

Yes, DTLR ships to APO/FPO if the order is under $150 and shipped via Economy.

 

Store Pickup

Choose the "Store Pickup" option and pick a store destination to have your order prepared and held at the most convenient location to you. The expected pickup window will be shown prior to completing checkout.

Store Pickup orders must be picked up within 14 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.

After 14 days your order will be returned to our warehouse and the return process will be initiated.

Need Help?

Mon-Fri: 8am-8pm EST

Sat 9am-2pm EST