Frequently Asked Questions

Returns & refunds

Standard returns are requested within 20 calendar days after delivery. Written approval is required before shipping.

What fees apply to a standard return?

For approved standard returns of non-defective items, a restocking fee of 10% of the amount actually paid for the returned items after discounts, excluding shipping charges and taxes, is deducted from your refund. Items you keep are excluded. There is no additional fixed fee or minimum restocking fee. Customers pay return shipping for approved standard returns. Tracked shipping is recommended.

If an item is defective, damaged on arrival, incorrect, or materially different from what you ordered, contact support@duskyonder.com as soon as possible, preferably within 20 calendar days after delivery, with your order number and supporting photos or videos. For a confirmed merchant-responsibility return, we provide a prepaid return label and charge no restocking fee. This suggested reporting period does not limit rights under applicable law.

Shipping

We ship to the 48 contiguous United States and Washington, D.C., excluding Alaska, Hawaii, U.S. territories, military addresses, and international destinations. Standard U.S. shipping is $6 for orders under $69 and free for orders of $69 or more. Orders ship within 1–3 business days and typically arrive within 3–7 business days after processing.

Orders and delivery problems

To change or cancel an order, contact support@duskyonder.com as soon as possible, preferably within 12 hours of placing it. We will try to help before processing begins. Once processing begins or the package is released to the carrier, changes, cancellation, or redirection cannot be guaranteed. Contacting us within 12 hours does not guarantee a change.

If a package is delayed, suspected lost, or marked delivered but cannot be found, contact support@duskyonder.com as soon as possible. For a delivered-but-missing package, please check with household members, neighbors, and your local post office, and preferably contact us within 7 calendar days of the delivery scan. If tracking has not moved for more than 10 business days, please contact us; you do not need to wait that long to report a concern. We will investigate with the carrier and review an appropriate resolution, which may include a replacement or refund. These suggested reporting times and a delivery scan do not automatically remove your rights or make you ineligible for assistance.

Payments and first-order offer

We accept Visa, Mastercard, American Express, and UnionPay cards, as well as Shop Pay, Apple Pay, and Google Pay where available. Wallet availability depends on your device, browser, and payment setup; the methods available for your order are shown at checkout. Payments are processed securely by our payment providers.

Create an account and subscribe to our marketing emails to receive a 15% discount code for your first order by email. Creating an account alone does not subscribe you to marketing emails. Use the same email address at checkout. The code is for customers who have not placed an order and can be used once per customer. There is no minimum purchase, no excluded product, and no expiry date. The code cannot be combined with other offers.

Customer support

We respond within 24 hours, excluding weekends and public holidays. Email support@duskyonder.com, call +1 (332) 260 9416, or message us on WhatsApp at the same number.