How quickly will I receive a response to my inquiry?

We answer messages and emails in the order they are received and usually respond within 24 hours .

Can I change my delivery address after placing my order?

Once your order has been placed, the delivery address cannot be changed . Our shipping team will begin processing your order.
. If you would like to make a change, please contact us at contact@duglam.com within 24 hours of placing your order , including your name and order number.

Please note that changes are no longer possible after processing or shipping.

How long does it take to process my order?

We typically process and ship orders within 1–3 business days .
Many orders are processed within 24 hours , but delays may occur during peak periods or on holidays.

How long does shipping take?

Once processed, your order will be delivered within 3– 5 business .
The total delivery time (processing + shipping) is a maximum of 10 business days from the order date.

How can I track my order?

Once your order has been shipped, you will receive a confirmation email with a tracking number .
This will usually be activated within 24 hours .

Why isn't my tracking working?

Tracking numbers can take up to 24 hours to become active.
If your number still isn't working after that, please contact us and we'll check the status for you.

Will my order be delivered in one package?

Depending on the size of your order, it may be shipped in multiple packages
. These may arrive 1-2 business days apart .

What happens if an item is out of stock?

If an item is unavailable, we'll notify you by email .
If the item isn't available again within two weeks, we'll automatically refund the amount to your original payment method.

I received a damaged or incorrect item – what should I do?

We're sorry your order didn't arrive in perfect condition.
Please contact us immediately at contact@duglam.com with your order number so we can assist you.

If the package is visibly damaged upon receipt , please refuse to accept it from the delivery person if possible.

Can I return my product?

Yes, of course.
To initiate a return, please contact us at contact@duglam.com .

Once your return is approved, you will receive your personalized return label and detailed instructions.

The customer is responsible for the return shipping costs.
Exception: If you received an incorrect or damaged item, we will cover the return shipping costs and send you a free return label via email.

Please pack the item in its original packaging. The customer is responsible for proper packaging.
Returns without prior contact will not be accepted.

How long is the return period?

Returns are accepted within 30 days of receipt .

In what condition must items be returned?

All items must be returned unused, undamaged , and in their original packaging
. Products with signs of wear, damage, or missing parts not attributable to us will not be accepted .

Is there a restocking fee?

No, we do not charge restocking fees .

Can I exchange my order?

Yes, all orders can be exchanged.
Please contact our customer service to arrange the exchange.

How do I know if my refund has been approved?

Once we receive and inspect your return, we'll notify you of the status via email
. If the return is approved, your refund will be processed within 5 business days using your original payment method.

I haven't received my refund yet – what should I do?

1. Check your bank account.

2. Contact your bank or credit card company.
   Refunds may take some time.

If you have done all of the above and have not received your refund yet, please contact us at contact@duglam.com – we will respond within 24 hours .

Which payment methods do you accept?

We accept the following payment methods:

• Apple Pay

• Google Pay

• PayPal

• American Express

• Visa

• Mastercard

• Maestro

• UnionPay

How can I contact customer service?

For further questions please contact us at:

📧 E-Mail: contact@duglam.com , Contact page here
🌐 Website: www.duglam.com

🛍️ Shop-Name: Duglam®

🕒 Support hours: Monday – Sunday: 8:00 – 20:00

🏢 Company: DUGLAM LLC – Reg. No.: 2024001454949
📫 Address: 1309 Coffeen Ave STE 1200, Sheridan, WY 82801, United States