Frequently Asked Questions

We take 2-7 business days to process your order + selected shipping method  on top of that.

Please send us a short description of the error, pictures, and order number within 30 days after receiving the order.
Send it to support@dandushop.com

Please note that there’s no need to return damaged products – simply send us a few photos.

All orders are final – we cannot cancel orders once they have started production. Please get in touch with support@dandushop.com ASAP to see if it is possible to cancel the order.

Shipments outside of the USA may incur customs fees depending on the destination country. The fee may vary depending on your order value, country limits, and other factors based on the product itself. End recipient is responsible for these fees.

We highly recommend including your phone number in the order when ordering internationally – this will minimize the risk of order being lost in transit and make delivery of the order smoother.

Please check in with your local post office – in most cases, it is the best way to locate the shipment. If you are not able to locate your shipment this way, please send us an email with your order number and a correct delivery address – we’ll help.

Make sure you report the problem within 3 weeks after estimated delivery time – If reported outside of the time frame, unfortunately, we will not be able to help with locating the order.

Get in touch with us – support@dandushop.com

In the rare cases that a shipment is marked as delivered by the courier, but the recipient have yet to receive it – we would not cover the cost of the order. Again, this only applies if the tracking details state that a delivery was made to the recipient’s address.

Yes, there are! If you order at least 50 items from the same product in a single order, you’re entitled to a bulk order discount of 5%. Please get in touch with us – support@dandushop.com to get the coupon code for that.

If received product is damaged – send us a short description of the error, pictures, and order number within 3 weeks after receiving the order. Send it to support@dandushop.com.
If you failed to get your right size, we will not accept that reason returns. Please check in with the size guide available in the product description to make sure you order a correct size.

For packages lost in transit, all claims must be submitted no later than 3 weeks after the estimated delivery date. But no worries! We’ll help you with that.

We may ask for your help to confirm that the shipping address was correct, and get in touch with your local post office to try locating the lost order.

Keep in mind that if tracking information states an order was delivered, we won’t take responsibility from this point.

There are a few reasons an order can be returned to sender but most often it is due to an undeliverable address. Other instances include the package being unclaimed at customs or refused/returned by your end customer. You will receive notice once the order arrives back to our facility, and ask you how would like to proceed with an updated address if you wish to have the product reshipped. New shipping charges will be applied for orders that have been unclaimed at customs, returned, or had an incorrect address originally provided.

Any claims for misprinted/damaged/defective items must be submitted within 3 weeks after the product is received. For packages lost in transit, all claims must be submitted no more than 3 weeks after the estimated delivery date.

If the recipient’s address was wrong, then you are held responsible. Usually, the package is sent back to the return address. We’ll contact you for an updated address.
If the package was not returned to sender, then you would have to process a new order to replace the original.

If something arrives damaged, send a photo of the damaged goods to support@dandushop.com, then we’ll gladly send a replacement at no cost to you.

Any returns or problems that occur because of an error on our part will be handled at our expense.

If you would like to exchange or return a product without any defect or due to a wrong size being ordered would be handled at your expense by placing a new order.

If the item is returned to our facility, someone from our team will contact you regarding the return. We will ship the return back to you; however, you will be responsible for the shipping cost a second time. Unclaimed returns get donated to charity after 3 weeks.

We’ll notify you via email that the package has been returned once it reaches our facility, and based on the reason for the return, together we’ll decide what the next steps should be.
The return address is our facility in US or Europe, depend in your delivery address.
In the US, the address is 11025 Westlake Drive, Charlotte, NC 28273.
In Europe the address is Starta 1, 2nd bldg., 3rd fl., Riga, Latvia LV-1026.

You can find our returns policies here.

It’s important to note that colors may look different on a real product than what you see on your computer monitor. Even if you have calibrated your monitor to a specific color profile. We print a white under base layer beneath prints on colored garments so that the colors look vibrant and stand out from the fabric.

 

Bella + Canvas 3001 100% cotton shirt
However, there are exceptions to this. If a cotton is too thick, it can absorb the ink and result in a more faded look (for example, the Gildan 2000 is a thicker cotton).

 Gildan 2000 100% Ultra Cotton T-Shirt
Our fulfillment team has worked hard to develop a system that allowed us to print on such garments without compromising print quality. Due to the looser weave and combination of fabrics, these garments will have a faded/vintage outcome with DTG printing. This is a pretty cool effect, but may not be ideal for you if you want a more opaque outcome.

 Bella + Canvas 3413 T-Shirt
If you have any further questions regarding printing on a specific fabric, don’t hesitate to reach out to our support team at support@dandushop.com !

Sometimes, there might be a vinegary smell on the garments you receive. Luckily, the odor you smell is just a temporary addition. Now that your product is out of the confined space of the shipping bag, the printing smell will dissipate after a few days and a wash cycle.

You may notice some discoloration or off-white residue on your apparel. Do not worry! These are not stains and will wash off after the first wash cycle. Our apparel is created with the latest in garment printing technology. In addition, inks used are water-based and eco-friendly.

If you receive a product with a stain – please wash it before reporting a problem.

Any other questions ?

Get in touch with us – support@dandushop.com

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