We strive to process all orders within 1-2 business days after order placement. With that being said, given the high volume of orders placed during Black Friday Week, you can expect a delay of up to 5-10 business days.
Due to the current COVID-19 situation, UPS may begin to experience delayed updates to tracking information, and slower than normal delivery times. We appreciate your patience.. We are closely monitoring the situation and taking the necessary steps to ensure minimum impact and ensure shipments are delivered as conditions permit.
Safety measures have already been implemented throughout the factory to ensure optimal health for our employees.
We have extended our exchange / return window up to 45 days, so please do not worry! Additionally, if you reach out to firstname.lastname@example.org with your order number and full shipping address, we can get you set up so you can do your exchange/return online at duer.ca/exchanges.
Yes, we have extended our return/exchange policy to 45 days! We will continue to monitor this policy to ensure that it accommodates our customers during this difficult time. Additionally, all orders are being offered with free shipping (does not apply to international orders).
UPS is following the guidance of global health experts at the World Health Organization (WHO) and U.S. Centers for Disease Control (CDC) on preventing the spread of the COVID-19 virus.
We are reminding our employees about frequent hand washing, and we are regularly cleaning and disinfecting our facilities and equipment. Importantly, we are asking that our drivers, pilots, and other employees stay home from work if they feel sick.The WHO and CDC have stated that the likelihood of catching the COVID-19 virus by touching cardboard or other another shipping container is low.
From the outset, UPS has maintained delivery services except where limited by government restrictions. We have also worked in partnership with governments around the world to obtain exceptions that allow our shipments to continue in restricted areas.
Prices on our website do not include shipping, taxes, or duties. Unfortunately, taxes and duties are directly correlated to your country’s customs office, and DUER has no control over what your country may impose. Upon your package’s arrival, there may be import fees, declaration fees and/or taxes associated with your order. Certain countries impose a De Minimis value, meaning if an order is of a certain value no duties/taxes will be charged. To determine if your country has this in place, please reach out to the appropriate customs bureau. We are not able to change the price of items to work in favour of your country’s De Minimis value. With all online orders, including the purchase of gift cards, taxes/duties and any other fees that may be imposed are the sole responsibility of you the customer. These will be charged upon arrival. For more information on all the above, please reach out to your country’s local customs office.
In the event of a damaged parcel, please kindly reach out to Customer Care to determine the best solution. Please note that in the event you refuse a package without first making arrangements with Customer Care, you will be responsible for all shipping, duties, and taxes. To contact Customer Care, please reach out to email@example.com
Getting in our pants has never been easier. We offer complimentary Standard Shipping via UPS on all North American orders over $100.00 before tax. You can expect to receive your order within 2-6 business days.(exceptions may occur during Black Friday and Cyber Monday weekend).
Paid shipping costs vary depending on your location. You will be able to review all shipping rates on our checkout page. For more information click here.
There will be no duties on any orders within the United States. Any orders over $750 will now be shipped with customs paperwork and upon placing your order, our Customer Service team will contact you to let you know the process of your order. Please note that your order may be slightly delayed.For international orders, unfortunately duties are directly correlated to your country’s customs office, and DUER has no control over what your country may impose. Upon your package’s arrival, there may be import fees, declaration fees and/or taxes associated with your order. Certain countries impose a De Minimis value, meaning if an order is of a certain value no duties/taxes will be charged. To determine if your country has this in place, please reach out to the appropriate customs bureau. We are not able to change the price of items to work in favour of your country’s De Minimis value. With all online orders, including the purchase of gift cards, taxes/duties and any other fees that may be imposed are the sole responsibility of you the customer. These will be charged upon arrival. For more information on all the above, please reach out to your country’s local customs office.
Regular priced items can be returned or exchanged within 45 days from the date of shipment, provided the item is unworn with tags attached and accompanied by an invoice. Last chance or sale items can be exchanged or returned for store credit in the form of an electronic gift card, provided the item is unworn with tags attached.
For refunds to credit cards and PayPal we deduct $8 to cover shipping and restocking costs. Refunds may only be issued to the credit card or PayPal account used to make the original purchase.
All sale items (Last Chance) are eligible for an exchange or return for merchandise credit only.
Please note that all returns and exchanges are assessed on case by case basis.
Only items that have been purchased directly from DUER can be returned to us. Any purchases made through a third party retailer must be returned in accordance with their respective returns and refund policy.
Any orders from outside of North America are a final sale.
All regular priced merchandise (purchased beginning November 15th) will be eligible for a full refund, exchange or store credit until January 31st as long as the item is in unworn condition with the tags still attached. We will not accept any merchandise returns from the holiday period after January 31st.All full-priced items purchased with the Black Friday or Cyber Monday discount are eligible for these return and exchange terms.
Please allow 7-10 business days for the refund to be processed. Your reimbursement of funds will be allocated back to the original form of payment used for purchase. If you haven't received the refund in the above time frame, please do not hesitate to reach out.
We charge $8 to cover shipping and restocking costs. This $8 fee only is charged for a refund and not exchange or store credit. Refunds may only be issued to the credit card or PayPal account used to make the original purchase.
To use your gift card on an online purchase, go to the checkout page and enter your unique gift card code.Any balance on your card can be redeemed on future purchases. If you would like to spend more than the balance on your card, you’ll need to use a second method of payment to cover the difference.
Every $1 spent at DUER will earn you 1 point. Visit the DUER Rewards page for a list of all the ways to earn points. You can earn points by completing one time only actions as well as earn points on an ongoing basis.
Any points you had form our previous Referral Program are still on your account. Plus, any purchased made from DUER Rewards launch on March 1st 12am PST 2019 will earn you points. So, don't worry, just create an account and your points will be there waiting for you!
Not only can you easily see how many points you have during the checkout process, but you can spend them at the same time, even on sale items! Simply slide the points bar to match up with the amount you’d like to redeem and you’re all set! You can also redeem your points in-store at our Vancouver and Toronto locations.Every 100 points = $10 DUER Dollars.
If you make a return on any of your purchases, you lose the points associated with that purchase. Basically if you do a return it’s as if you never made that purchase at all.If you redeem your points and so have a points balance of 0 before making a return, you will go into a negative points balance.
At this time we are unable to combine points from multiple accounts. We suggest using one email for your DUER Rewards account. This ensures that all your points are in one place and you are correctly credited for everything you do.
Once you have your account set up, you’re all set to start earning points. Every purchase will earn points, regardless if the item is on sale or full price.In the event of any unique promotions or campaigns, you’ll receive specific instructions on how to earn and receive your rewards.
You must like / follow us via the link on the DUER Rewards page for points to automatically register in your account. Additionally, please note that it may take up to 24 hours for your point balance to adjust.