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 support@duckingnice.com for any inquiries. 

ORDERS & SHIPPING

Duckingnice offers FREE U.S. domestic shipping with orders over $100.00

Please allow an additional 3 business days to process your order, prior to shipping. 

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)

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?

Domestic (within the United States) should arrive within 2-8 business days. International shipping takes from 1-3 weeks depending on destination. Please email support@duckingnice.com if you would like a better time estimate for shipping to your particular location. 

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. 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.

RETURNS/EXCHANGES

What is the return/exchange policy?

If you’re looking to return or exchange your order for whatever reason, we’re here to help! We offer free returns within 30 days of purchase. You can return your product for a different product, or a refund to the original payment method.

Please note the following exceptions to our return and refund policy:

• Discounted items are final and cannot be returned, only exchanged. We will try our best to make accommodations for our customers and resolve any problems. 
• 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:

• Email the following information to support@duckingnice.com
• If you do not have your invoice, please write down the order #, email and your phone #. 
• Please let us know if you would like to return or exchange, and what size/product you would like to exchange for.
• If accepted, we will provide you a return packing slip to ship your order back to us, and upon receiving your order, will send out the replacement or the refund. 

We reserve the right to refuse refund/exchange if the order does not meet our qualifications for an exchange or return.