FAQ

FAQ

Returns & Refunds

1. What is your return policy?

Eligible items may be returned within 30 days from the date your order is delivered.

To be eligible for a return, an item must generally:

  • be unused and unworn;

  • be in the same condition in which you received it;

  • include any original tags, accessories, or components supplied with the product; and

  • be returned in its original packaging where reasonably possible.

Please contact us at service@dlloop.com before sending a return.

For complete details, please review our Return and Refund Policy.

2. How do I return an item?

To request a return:

  1. Contact us at service@dlloop.com within 30 days from the date your order is delivered.

  2. Provide your order number and the reason for the return.

  3. Wait for our return instructions before sending the item.

  4. Package the item securely and send it according to the instructions provided.

Please do not send a return before contacting us.

The return address may vary depending on the product, warehouse, or fulfillment location.

Please do not send returns to our registered company address unless our customer service team specifically instructs you to do so.

3. What items are non-returnable?

Certain items may not be eligible for return, including:

  • personalized or customized products;

  • items that cannot reasonably be returned for hygiene or safety reasons once opened or used; and

  • items clearly identified as Final Sale before purchase.

Any product-specific return restriction will be disclosed on the applicable product page or before purchase where required.

These restrictions do not limit any rights you may have regarding defective, damaged, incorrect, or misdescribed products under applicable law.

4. Who pays for return shipping?

For returns based on:

  • a change of mind;

  • incorrect size selection;

  • color preference; or

  • another personal preference,

the customer is generally responsible for return shipping costs.

If you receive an item that is damaged, defective, materially different from the item ordered, or incorrect due to an error on our part, we will provide an appropriate remedy and, where a return is required, cover reasonable return shipping costs.

5. Are original shipping charges refundable?

For returns based solely on a change of mind, incorrect size selection, color preference, or another personal preference, original shipping charges are generally non-refundable, except where required by applicable law.

If the return results from a damaged, defective, incorrect, or materially misdescribed item, shipping charges will be handled in accordance with applicable law and the circumstances of the order.

6. Can I exchange an item?

We currently do not offer direct exchanges.

If you would like a different size, color, or product, please request a return for the eligible item and place a new order for the replacement item.

This helps avoid delays caused by inventory availability and allows the return and replacement order to be processed separately.

7. What should I do if I received the wrong item?

Please contact us promptly at service@dlloop.com.

Please provide:

  • your order number;

  • a description of the issue; and

  • clear photographs or other relevant evidence where reasonably available.

After reviewing the issue, we may provide an appropriate remedy, which may include a replacement, refund, or another solution agreed with you.

Where a return is required because of an error on our part, we will cover reasonable return shipping costs.

8. What should I do if my item is damaged or defective?

Please inspect your order as soon as reasonably possible after delivery.

If your item arrives damaged or defective, please contact us promptly at service@dlloop.com and provide:

  • your order number;

  • a description of the issue; and

  • clear photographs or other relevant evidence where reasonably available.

After reviewing the issue, we may provide:

  • a replacement;

  • a refund; or

  • another solution agreed with you.

For shipping-related damage, we recommend contacting us within 24 hours of delivery so that we can investigate with the carrier as quickly as possible.

This recommended 24-hour reporting period does not limit the 30-day return period or any rights or remedies available under our Return and Refund Policy or applicable law.

9. How will I receive my refund?

Once your returned item has been received and inspected, we will notify you whether your refund has been approved.

If approved, the refund will be issued to your original payment method.

Refunds generally cannot be issued to a different payment method unless required or permitted by the applicable payment provider or applicable law.

10. How long does a refund take?

Once a refund has been approved, we will generally process it within 7–10 business days.

After we process the refund, your bank, card issuer, or payment provider may require additional time to post the funds to your account.

If a reasonable period has passed after you receive confirmation that your refund was processed, please contact your bank or payment provider. You may also contact us at service@dlloop.com for assistance.

11. Can I cancel my order?

If you wish to cancel your order, please contact us as soon as possible at service@dlloop.com.

We cannot guarantee that an order can be cancelled once it has entered processing or has been shipped.

If the order has already been shipped, you may request a return after delivery in accordance with our Return and Refund Policy.

If we successfully cancel an order before shipment and payment has already been collected, any applicable refund will be returned to the original payment method.

Shipping

1. Where do you ship?

We currently ship to addresses within the United States.

Shipping availability may vary for certain remote locations, restricted addresses, or destinations that cannot be serviced by our shipping carriers.

2. How much does standard shipping cost?

For orders under $60 USD, standard shipping costs $7.99 USD.

Orders of $60 USD or more qualify for free standard shipping.

Any applicable shipping charges will be displayed during checkout before you complete your purchase.

3. Do you offer free shipping?

Yes.

Orders of $60 USD or more qualify for free standard shipping.

4. Do you offer expedited shipping?

Yes.

Expedited shipping is available for $19.99 USD, where available.

Availability may depend on the shipping destination, product, fulfillment location, carrier availability, or other logistical factors.

Any available expedited shipping option and applicable charge will be displayed at checkout or otherwise communicated before payment.

5. How long does it take to process my order?

Orders must be processed before shipment.

Processing time is separate from delivery time and may vary depending on product availability, order volume, weekends, holidays, or other operational factors.

Where a specific processing time is provided on the applicable product page or during checkout, that estimate will apply to your order.

6. How long does standard delivery take?

After your order has been shipped, standard delivery typically takes approximately 14–28 business days.

Business days generally exclude weekends and public holidays.

Delivery estimates are provided for reference only and are not guaranteed delivery dates.

7. How long does expedited shipping take?

Expedited shipping may provide faster delivery than standard shipping where available.

The estimated delivery timeframe for expedited shipping may vary depending on the destination, carrier, fulfillment location, and other logistical factors.

Please refer to the delivery estimate shown at checkout or provided with your shipping option for the most relevant estimate.

8. Which shipping carriers do you use?

Orders may be shipped using carriers such as:

  • USPS;

  • UPS; or

  • FedEx.

The carrier used for your order may depend on the destination, package size, availability, fulfillment location, shipping method selected, and other logistical factors.

9. Are delivery dates guaranteed?

No.

Delivery times are estimates and are not guaranteed.

Delivery may occasionally take longer due to:

  • carrier delays;

  • severe weather;

  • peak shopping periods;

  • address issues;

  • transportation disruptions;

  • high shipping volumes; or

  • other circumstances outside our reasonable control.

We will make reasonable efforts to assist customers with locating delayed shipments and resolving shipping-related issues.

Order Tracking & Delivery

1. Will I receive tracking information?

Once your order has shipped, we will normally send you a shipping confirmation email containing your tracking number or tracking link.

Please allow reasonable time for the carrier's tracking system to update after shipment.

If you do not receive tracking information, or if the tracking information does not appear to be working after a reasonable period, please contact us at service@dlloop.com.

2. I haven't received my order yet. What should I do?

If you have not received your order within 30 business days after receiving your shipping confirmation email, please contact us at service@dlloop.com.

Please include your name and order number so that we can investigate the shipment.

3. My package is marked as delivered, but I cannot find it. What should I do?

If tracking indicates that your package has been delivered but you cannot locate it, please first check:

  • the delivery location around your property;

  • with household members or neighbors;

  • your mailbox or parcel locker;

  • your reception desk or building management, where applicable; and

  • any delivery notice or tracking information provided by the carrier.

If you are still unable to locate the package, please contact us at service@dlloop.com.

We will assist with the investigation.

4. What happens if my package or an item is lost or missing?

If an item is damaged, lost, or missing because of a shipping or transportation issue, we will review the circumstances of the shipment.

Where relevant, we may also consider the outcome of a carrier investigation.

Depending on the circumstances, an appropriate remedy may include:

  • a replacement;

  • a refund; or

  • another resolution agreed with you.

Any remedy will be handled in accordance with our Return and Refund Policy and applicable law.

5. What should I do if my package arrives damaged or incomplete?

Please inspect your package and items as soon as reasonably possible after delivery.

If your order arrives damaged, incomplete, or with items missing, please contact us promptly at service@dlloop.com.

Please provide:

  • your order number;

  • a description of the issue; and

  • clear photographs or other relevant evidence where reasonably available.

We recommend reporting shipping-related damage or missing-item issues within 24 hours of delivery so that we can investigate with the carrier as quickly as possible.

This recommended reporting period does not limit the 30-day return period or any rights or remedies available under our Return and Refund Policy or applicable law.

Shipping Address

1. Can I change my shipping address after placing an order?

If you notice an address error after placing your order, please contact us as soon as possible at service@dlloop.com.

We cannot guarantee that an address can be changed once an order has entered processing or has been shipped.

2. What happens if I entered the wrong shipping address?

Customers are responsible for ensuring that the shipping information submitted at checkout is complete and accurate.

Incomplete or inaccurate shipping information may result in delays, failed delivery, or the package being returned to the sender.

If a package is returned to us because the shipping address provided by the customer was incomplete or incorrect, any applicable refund may be reduced by reasonable shipping or return costs where permitted by applicable law.

3. What happens if a package is refused or cannot be delivered?

If a package is returned to us because:

  • the shipping address provided by the customer was incomplete or incorrect;

  • delivery could not be completed because of circumstances attributable to the recipient; or

  • the package was refused without a valid product-related reason,

any applicable refund may be reduced by reasonable shipping or return costs where permitted by applicable law.

If the delivery issue results from an error on our part or an issue attributable to the carrier, please contact us so that we can investigate and provide an appropriate resolution.

Sales Tax

1. Will I be charged sales tax?

Where required by applicable law, sales tax will be calculated and displayed during checkout.

The amount of sales tax, if any, may vary depending on the shipping destination and applicable state or local tax requirements.

You can review any applicable tax amount before completing your purchase.

Size & Fit

1. I'm not sure which size I should buy. What should I do?

Sizing may vary between different products and styles.

Before placing your order, please review the size chart on the applicable product page and compare the listed measurements with your own measurements or with a similar item that fits you well.

If you need additional assistance, please contact us at service@dlloop.com before placing your order.

2. Can you help me double-check my size?

Yes.

Please contact us at service@dlloop.com and provide:

  • the product name or product link;

  • the size you are considering; and

  • your relevant measurements.

We will do our best to provide general sizing guidance based on the product information available.

Sizing recommendations are provided as guidance only and cannot guarantee a particular fit.

3. What happens if I order the wrong size?

If the item is otherwise eligible for return, you may request a return within 30 days from the date your order is delivered.

An incorrect size selection is generally considered a personal-preference return, which means the customer is generally responsible for return shipping costs.

We currently do not offer direct exchanges.

If you would like a different size, please return the eligible item and place a new order.

Payments

1. What payment methods do you accept?

Available payment methods are displayed during checkout.

The payment methods available for your order may vary depending on the payment services supported by our checkout provider.

Please refer to the options displayed at checkout for the current payment methods available to you.

2. How will refunds be issued?

Approved refunds will generally be returned to the original payment method used for the order.

Please refer to our Return and Refund Policy for complete refund information.

Discounts & Promotions

1. Do you offer discounts or promotional codes?

We may offer discounts, promotional codes, or limited-time offers from time to time.

The applicable discount amount, eligibility requirements, validity period, excluded products, and other promotional conditions will be communicated as part of the relevant promotion.

2. Can multiple discount codes be combined?

Whether promotional codes or discounts can be combined depends on the terms of the applicable promotion.

Please review the conditions provided with the relevant promotional offer or the information displayed during checkout.

Contact Us

How can I contact customer service?

If you need assistance with your order, shipping, return, refund, delivery, or another issue, please contact:

dlloop

Company: Changsha Dousheng E-Commerce Co., Ltd.

Registered Address: Units 26009 & 26010, Jiasheng Business Plaza, No. 289 Laodong West Road, Tianxin District, Changsha City, Hunan Province

Phone: +86 13973108241

Email: service@dlloop.com

We typically respond to customer service inquiries within 1–2 business days, Monday through Friday.

When contacting us about an existing order, please include your order number so that we can assist you more efficiently.