Shipping & Returns

Updated: April 2024

When will my order ship?

Standard orders are fulfilled within 2 to 10 business days of the order being placed on dimmakcollection.com.  Pre-orders and Back Orders may take longer.  Please refer to the item page for updated information on ship dates.   

Orders containing more than one item will ship when all items are available to ship together.  We currently do not offer partial shipments.  

You will receive an automatic shipping confirmation at the time your order is shipped that will include your tracking number.

Dim Mak Collection is proud to partner with Route, the leader in package protection and tracking solutions.

All orders will come with the option to add Route Protect at checkout so that your package is protected from loss, damage, or theft. In the unfortunate event that your order does not arrive or is damaged upon arrival, you can easily file a shipping issue with Route and receive a replacement or reimbursement. 

Shipping issues relating to packages marked "delivered” but are not received and where there is no evidence of “porch piracy” can be approved no earlier than 5 days after “delivery date” and no later than 30 days to ensure it was not mis-delivered or located elsewhere around the premises.  Photos are required for damaged shipment claims.

Shipping issues for packages presumed to be lost (where the status is not "delivered") can be submitted after 7 days (20 days for international) and within 30 days from the most recent checkpoint.

Please note: Tracking numbers can take up to 48 hours to update to its next scan location and not all shipping methods provide step by step tracking.

Unfortunately, we are not able to upgrade a shipping method or change address once an order has been placed.

 

When will my Pre-Order ship?

Orders are received on a first come first serve basis and generally ship within 4-6 weeks of your order being placed. Pre-orders cannot be cancelled once the order is confirmed unless goods arrive damaged or are lost in transit.  Please refer to the item page to determine estimated ship dates.

 

When will I get my order confirmation?

Order confirmations are automatically sent to the email address used to purchase at the time your order is complete.

Your confirmation email will include:

• Line detail of the items ordered
• Shipping and billing address
• Shipping method selected
• Digital download links (if applicable)

If you have not received your order confirmation within a few minutes of a successful order, please check your junk or spam folders.  When placing your order, please double check to ensure your email address is entered correctly, otherwise, you will not receive your order confirmations and shipping updates.

If the confirmation email is still not found in your inbox and/or you may have entered your email address incorrectly, reach out to our customer service team and we will attempt to correct this information for you.

 

My order hasn't shipped. Why was I charged?

All orders are charged in full at the time of purchase. For security and compliance reasons we do not keep payment information or credit card data on file.

 

My address is wrong. Can I change my address?

Our seller and buyer protection policies do not allow for address changes.  Please double check the address before completing the order at check out, making sure Apartment, Unit or Suite numbers are included.  

If an address was entered in error, please email: support@dimmakcollection.freshdesk.com with the order number and cancellation request.  We will cancel the order allowing you to reorder and input the correct information.  Please note, we cannot cancel orders once they have been shipped.

 

How can I cancel my order?

Order cancellation requests should be made as soon as possible because orders may ship the same day.  We are unable to cancel orders which have been shipped. Pre-orders cannot be cancelled once order is confirmed.

 

I received my tracking number but it’s not updating, could you look into it?

Tracking numbers can take up to 48 hours before updating.  If an unusual amount of time passes before showing an update, please contact us at support@dimmakcollection.freshdesk.com

 

I made a mistake on my order.  Can I change the size or add items to my current order?

Unfortunately, we cannot make size changes or additions to existing orders.  If a size change is needed, please contact us at support@dimmakcollection.freshdesk.com with your order number and request an order cancellation. The order will be cancelled allowing customers to reorder the preferred size and/or additional items.  Please note, we cannot cancel orders once they have been shipped.  Unfortunately, pre-order, or back-order items cannot be changed once the order has been confirmed.  

 

Do you restock items once sold out?

In most cases we do not restock items, however in situations when we do, all release and restock information will be communicated via our mailing list and social media accounts.  Signing up for mailing list is the best way to stay current on all pending releases, re-releases, restocks and other updates.

 

How do sale items work?

All sale items are final sale. Refunds, returns and exchanges are not offered on final sale items.  

 

My package tracking states “delivered” but I do not have it, where is it?

 

Please contact your local USPS or UPS carrier.

 

International Shipping

International orders require transit time and processing through customs which often exceeds the time required for domestic shipments. If you do not receive your package in 6 weeks, please check with your local sorting/postal office to ensure they’re not holding the package or that it’s not being held in customs.  Sometimes, further documentation is required of the recipient for release.  

Nearly every shipment that crosses an international border is subject to the assessment of duties and taxes determined by each country.  It is important to note that all taxes and duties are the responsibility of the purchaser. We do not have the ability to mark packages as having "No Commercial Value” to reduce potential duties owed.

If you have questions about your order location after it has arrived in your country, we recommend contacting your local postal service for updates.

 

Does Dim Mak Collection accept Returns?

We maintain a strict no refund policy.  If you believe an item is defective, please email support@dimmakcollection.freshdesk.com within 5 days with your order number and photos of the item exhibiting any of the damaged areas and it’s packaging.

If your return is accepted, please allow 3-7 business days to process incoming packages.  After the item(s) has been processed, an email detailing the store credit amount will be emailed to you, minus any applicable taxes, fees, etc.  A representative will contact you if further information is required.  

 

Can I make an exchange?

Dim Mak Collection will allow customers to exchange the items of their order within 5 days of delivery and for an item(s) of equal or lesser value.  Customers are responsible for the cost of shipping for any returns and any new items.  

Exchange/item returns are available within 5 days of delivery.  Contact us at support@dimmakcollection.freshdesk.com with your order number and reason for the request.  Items must be in new and unworn condition with tags attached where applicable.  Customer is responsible for all shipping costs to return item(s).  Due to the health and safety reasons, we do not offer exchanges or returns on masks, shoes, socks, headwear or undergarments.  Any returned masks, shoes, socks, headwear, or undergarments will be immediately destroyed without refund.  

Store credit does not expire and can be used towards any future purchase.

 

Return/Exchange Tracking

Please make sure to use a shipping method with tracking information.  Hold onto your tracking number when you return the items.  We cannot be held responsible for any returned merchandise that is lost in transit unless you have a proof of delivery.

 

Can I get a pre-paid return shipping label?

Shipping fees are only covered for products that are damaged or shipped incorrectly. Please contact customer support with an explanation of defect and include photos and/or videos of any damaged or incorrect item(s) to receive a pre-paid shipping label via email for your return. 

If you have received a return shipping label, make sure you send your item(s) back within 2 weeks from receiving your return shipping label or your return shipping label will become invalid. 

 

What if the exchange item I want is out of stock?

Due to high demand and varying stock levels, if we are unable to offer exchanges because a specific style or size has sold out, you may return the original item for store credit. 

 

Have more questions?  Email us at support@dimmakcollection.freshdesk.com 

Please allow up to 48 hours to respond to email correspondence.  

Emails are answered Monday - Friday between 9:00am - 5:00pm PST.  Emails received on weekends and holidays will be answered the following business week.  If the inquiry is regarding an existing order, please provide the order number and message to expedite the response and resolution.  Please note, sending multiple emails with different messages will slow down the response time.