When emailing please provide:
- Name and email address used when placing order
- Order Number
- Contact phone number
RETURNS AND EXCHANGES
Free return shipping is offered to customers located in the United States. To return one or
more items from an order, all of the following conditions must be met:
- The return must be requested within 30 calendar days of the delivery date.
- The item must be in its original, unused, unaltered and unwashed condition.
- The item must be returned with the tags and packaging in their original condition.
- Final Sale items are not eligible for return.
We will exchange the item if we have the available inventory to replace. If not, we will refund the item and credit the original payment method used to purchase the item.
To initiate a return, please submit a request for a Return Authorization (RA) by contacting our customer care team at support@D-R-G-N.com
Please ship returning international packages with your country/region’s local shipping carrier and be sure to use standard shipping. For added safety, please insure all packages and obtain a tracking number.
Once the returned merchandise has been quality checked and approved, D-R-G-N will issue a refund to the original method of payment and a confirmation e-mail will be sent to you. Please note that it can take up to 5 business days to process the return items after we have received the product, subject to its compliance with our Return Policy. It may take your financial institution additional time to process the transaction and update your bank statement. Please note: shipping fees and duties will not be refunded.
REPLACE DAMAGED / DEFECTIVE ITEMS
If you believe an item to be defective or damaged, please contact our Customer Care team so that they can help resolve the issue. D-R-G-N reserves the right to reject any returning products that do not comply with the above stated return policy. Rejected items will be sent back to the original shipping address without any refund being processed. In order to avoid this, please contact our Customer Care team to address any issues or concerns you have regarding the item(s) you wish to return.
We will exchange and replace your damaged item. A refund will be issued only in the event that we do not have the same item in stock.
If a product is delivered damaged please do the following:
- Email our customer care team with the subject title of the email stating “ITEM(S) RECEIVED DAMAGED”
You must provide:
1. Name and email address used when placing order
2. Order Number
3. Contact phone number
4. State how and where the product is damaged
5. Include a photo of the damaged item(s)
6. The item that you want in its place.
Shipping prices are determined straight from the carriers. The cost of the shipping depends on the weight of your entire order and its destination from our warehouse.
All delivery time frames are estimates only. There are no guaranteed delivery dates however, if your order does not arrive after 30 days, please let us know.
Keep in mind that weather, package volume, and customs overseas can still delay packages unexpectedly and delivery dates are estimated on when most packages arrive.
2825 Santa Fe Avenue
Vernon, CA 90058
DOMESTIC (within the US):
We are working hard to deliver the very best product experience while continuing to exercise the safest precautions and prioritize the health and wellbeing of every single
person, from our office to our fulfillment center and beyond.
At this time, it may take up to 5 – 7 business days in order for your order to be processed and your package shipped out.
There are additional transit days for the carriers to deliver your order from shipment date.
Once an item is shipped, you will receive a shipping confirmation that includes a tracking
INTERNATIONAL (Outside the U.S.):
Usually arrives within 2 to 3 weeks (upon placing order). This method does not include full tracking and may incur additional fees charged by your country for imports.
Orders shipping to destinations outside the United States may incur import fees and duties & taxes that are not reflected in our prices. It is the customer’s responsibility to pay for any additional customs fee's charged by your country. If you refuse to pay the fees and the products are not returned, we will not issue a refund. If the products are returned, we will issue a refund for the products only. Shipping is
Claims for lost packages must be brought to our attention within 90 days.
We are unable to ship to P.O. Boxes. Please enter a physical address for shipping.
A: Credit card charge attempts are normally declined due to a mismatch of billing information. If the billing information you entered does not match up exactly with the information on file with your card issuing bank, the transaction may be declined. Please double check the full name and full address on file with your card issuer, and make sure the same correct information is entered into the billing fields when placing an order.
If the billing information is correct, then please double check that the card number, expiration date and security code are all being entered correctly as well.
A: When order attempts are made and then declined, this means no transactions were processed for the credit card, and no funds were processed for these transactions.
Certain banks and credit card companies place holds on user’s cards for order attempts, even if no actual transaction takes place.
Transaction holds on credit cards usually pass within 24 – 48 hours and this process is entirely out of our hands and is solely at the discretion of the issuing banks.
Any further questions regarding the hold process should be directed to your issuing bank.
Instructions can be found on the tag/printed on inside of each product. If unable to locate, please refer to the steps below:
For best results:
Machine Wash Cold. Tumble Dry Gentle. Low Heat. Do not bleach. Do not iron. Do not dry clean.