Refunds, Returns, and Shipping
REFUNDS, RETURNS, & SHIPPING
Order Corrections
If you wish to make a change to your order, please contact customer support (dekcustoms@gmail.com) as soon as possible so that we can edit your order before it is completed. Some products cannot be changed once production has begun.
Returns & Exchanges
You have 3 easy options:
1) Store Credit
Choose your refund in the form of a D.E.K Customs store credit in the amount of your full purchase amount for the incorrect item. We will also send you a free return shipping label. The deadline to request store credit is 15 days from the delivery confirmation date. Personalized items are EXCLUDED.
2) Refund
Have us refund your payment method for the item(s), minus a $5.00 restocking fee. We will also send you a free return shipping label. Refunds will be issued upon receipt and inspection of returned item. The deadline to request a refund is 15 days from the delivery confirmation date. Personalized items are EXCLUDED.
3) Exchange (apparel only)
It's perfect, just the wrong size or color? We will gladly exchange unworn/unwashed apparel as long as the size or color is still in stock. There is a maximum of 2 exchanges allowed per order. The deadline to request an exchange is 15 days from the delivery confirmation date.
Please note: If you are exchanging into a more expensive size, you must include the additional price along with your order, please contact customer service at dekcustoms@gmail.com
Shipping
We use standard shipping methods of 3-10 business days after your order has finished processing. Total processing and shipping time varies, total time 7-21 days. Once a product has left us and is in possession of the carrier, we are no longer responsible for delays.
Return Shipping
When sending a return or exchange back to us, we recommend you ship the package using a traceable shipping method. This will provide recourse should something happen to your package. We do not accept responsibility for packages we do not receive. Please keep the tracking details for your records.
Cancellations
You must contact our customer support as soon as possible if you wish to cancel your order (dekcustoms@gmail.com). Our staff will attempt to intercept the order before it is shipped. However, we do not guarantee we will be able to do so.
Final Sale Items
Final sale items are ineligible for returns, exchanges, or store credit. All personalized items except apparel are final sale items.
F.A.Q.
1. I got the wrong item or a defective/damaged item. What do I do?
Please contact customer service at dekcustoms@gmail.com within 15 days of delivery.
We will ask you to take a picture of what you have received for verification purposes. We will then check our records to verify your claim. If we made the mistake, we will send you the correct item and a free return shipping label for the return of the wrong item. If you decide to keep the wrong/defective/damaged item due to our error, we will offer a store credit equal to 50% of amount paid for the wrong/defective/damaged item.
2. I ordered the correct size but it's too small/large. Can I return it and exchange it to a different size? (Apparel only)
We will gladly exchange unworn/unwashed apparel. The window to request a return is 15 days from the delivery confirmation date. Please contact dekcustoms@gmail.com to arrange a return.
Please note: If you are exchanging into a more expensive size, you must include the additional price along with your order, please contact customer service at dekcustoms@gmail.com.
3. I made a mistake while placing the order. Can I still correct it?
If you wish to make a correction to your order, please contact customer support (dekcustoms@gmail.com) as soon as possible. We will make every effort to edit your order (shipping address, product name, size) before production begins, but the sooner our team is contacted the more likely we can successfully make the change.
4. What's the estimated time of arrival on my order?
A concrete estimate can only be given when your order has finished processing and been transferred to the courier. Our current turnaround time for processing and shipping is 7-21 days. Delays may occur during holidays and periods of increased demand. Once item is in the hands of the carrier, we are no longer responsible for delays.
5. I received the shipping notification but I still haven't received my order.
Please contact the shipping company's local office to check on your order. The tracking number is provided in the shipping notification that you have received via email or text.