FREQUENTLY ASKED QUESTIONS
Customer Service Team Hours
Our Customer Service Team is available Monday-Friday from 8:00 AM- 5:00 PM PST.
Please email us at email@example.com for any inquiries.
ORDERS & SHIPPING
DUCKINGNICE offers FREE domestic shipping with orders over $100.00
**IMPORTANT PROCESSING & COVID-19 SHIPPING DELAYS**
Due to increased demand please allow an additional 3 business days to process your order, prior to shipping. In addition, please note Domestic carriers are operating with an expected delay of an additional 5-10 business days on top of already defined transit times due to COVID-19. Certain locations, especially larger cities, are experiencing additional delays due to labor shortages.
Please note the below shipping timelines are estimates from the carrier not guarantees.
Business Days do not include Saturday, Sundays, and Holidays.
- USPS First Class / Priority Mail (2-8 business days)
- USPS Priority Mail Express (1-2 business days)
***Due to the impact of COVID-19 please expect shipping carrier delays for domestic orders. This includes expedited orders.
Shipping Updates for Domestic Orders
Domestic shipping is experiencing a general slowdown across the board regarding both shipping and tracking information. Please allow 72 hours after fulfillment for tracking information to display properly.
When will I receive my order?
Due to the impact of COVID-19 please expect shipping carrier delays for both domestic orders. This includes expedited orders. While we do not have exact timing for delays at this time, we are monitoring the status closely and will keep you posted about when your order will arrive. If you have further questions, or if you would like to cancel your order, please email firstname.lastname@example.org.
My tracking is in pre-shipment. What does this mean?
We know that all carriers are behind on updating their online tracking and doing their best to recover from increased volume during the holiday rush and unprecedented delays due to the COVID-19 impact. This is a potential reason the status reads "pre-shipment" with the carrier. If an order is stuck in "pre-shipment", this usually means USPS has scanned your package but is unclear of the current package whereabouts. It may also mean they have missed the initial scan at the distribution center and will likely scan at the next checkpoint in the delivery journey. Due to the reasons mentioned above, USPS has had challenges over the last 60-90 days resulting in a lack of staff and resources. This is causing additional delivery delays to customers across the country. We have received enough feedback from customers sharing the USPS tracker has often indicated the order/package is in "pre-shipment" and then received an updated scan; "your package will be delivered tomorrow before 10 AM" OR "your order is currently out for delivery." In most cases, the "pre-shipment" will change to "your order is out for delivery" as that is happening nine out of ten times at the moment. We appreciate your patience and understanding, as we cannot cancel an order that has already been shipped. Please feel free to reach out if your package has not arrived in 30 days for a full refund or reshipment.
Can I change or cancel my order?
We do our best to process orders as fast as possible, however, if you wish to change or cancel an order after you’ve submitted it, please contact our customer care team and we’ll do our best to find the best solution.
Do you ship internationally?
Yes, we will ship internationally (outside U.S.). Each customer will be able to calculate shipping costs to their location in checkout. Free shipping for orders over $100 dollars will only apply to domestic orders.
What is the return/exchange policy?
Unless the item is damaged, or order was incorrect, please note all sales are final and may not be returned, cancelled, or exchanged. If the item is damaged, or the incorrect item was received, please email us within seven (7) days of the date your order is received at email@example.com and provide your name, order number, description of the issue and please attach a photograph of the incorrect or damaged item received.
If your order qualifies for a return or exchange once we receive the item(s), we will ship out the correct or replacement item(s) as soon as possible. If the item(s) are out of stock, we will ship them to you as soon as inventory is restocked.
If the item you have ordered has not yet shipped, and it is still in our possession, you may file a refund request to firstname.lastname@example.org. We will evaluate your request, and make a decision if your refund will be granted.
International returns (outside U.S.) will still be processed, however you will be expected to pay for the shipping costs of the returning items.
Please note the following exceptions to our return and refund policy:
Returned items must have tags still on and be returned in original product packaging
Returned items must have no visible signs of wear or use
To initiate a return or exchange, please complete the following steps:
- Please include a note on your order invoice your exchange information (product and sizing).
- If you do not have your invoice, please write down the order #, email and your phone #.
- Email this information to email@example.com