Frequently Asked Questions
Your Questions Answered
Orders
1. Where can I find my orders?
To see your order status, go to the "My Orders" page.For guest users, enter the Order ID listed in the confirmation email you received and your email address.For registered customers, simply sign in to see all your orders.
2. Can I change the delivery address of my package after it has been shipped out?
Unfortunately, we cannot change the shipment once the product is en route, but you can cancel an order within 60 minutes and reorder with the correct details.Notes:If the order is canceled by the customer more than 1 hour after placing an order, the customer must bear any return shipping fees that may apply.If the wrong address is provided by the customer, and this leads to the package being lost or otherwise becoming unrecoverable, the customer shall bear the loss. DeckTok will not replace the order or issue a refund.
3. Why my order was canceled?
If your orders were identified as high risk by our fraud analysis tool. We will confirm if it's ordered by you. Once we do not get any reply in 7 business days, then your orders will be canceled and refunded. If you have any other questions, please feel free to contact us at info@decktok.com.
Payments & Vouchers
1. Which payment methods do you offer?
We accept Visa, MasterCard, and Paypal.
2. How do I redeem a voucher?
During the checkout process, first save your billing and shipping address, then click "SAVE". Add your voucher's code on the next page. Click "CONTINUE TO PAYMENT" on that page to continue checkout.
3. Can I redeem multiple vouchers?
No. Only one voucher can be used per order.
Shipping & Delivery
1. What countries do you ship to?
US only.
We cannot deliver to the following areas:
1. Alaska
2. American Samoa
3. Guam
4. Hawaii
5. Marshall Islands
6. Northern Mariana Islands
7. Palau
8. Puerto Rico
9. Rhode Island
10. U.S. Virgin Islands
11. Armed Forces Americas
12. Armed Forces Europe
13. Armed Forces Pacific
Thank you for your understanding.
2. I ordered more than one item. Will they all be delivered at the same time?
We try to make sure all your items reach you at the same time. Sometimes our products are not always sent together since different shipping options can be used, depending on the product. Once an item has been shipped, you will receive a shipment notification email.
3. What do I need to do when I received a different product than what I ordered?
Please contact customer support atinfo@decktok.com.com.
Returns & Exchange
1. How long do I have the right to return or exchange items I've bought?
We provide a 30-day Money-Back Guarantee, regardless of reason.Undamaged products may be returned for a full refund for any reason within 30 days of the date of purchase. For more information, please see our Warranty page.
2. When will I receive my refund?
Once your package reaches us, we will process your refund as quickly as possible. If you have any questions or need additional support with your refund, please contact info@decktok.com.
3. Do I need to keep any of the boxes to return & refund?
Yes, returns must include all accessories and the original packaging. For more information, please see the Warranty page.