Orders, Shipping & Delivery
How do I know that my order was placed successfully?
Success! Once your order has been successfully placed and your payment has been approved, you will receive a confirmation email that covers what you bought, what you paid and your method of payment.
What currencies do you accept?
The prices shown on our online store are based on the country from which you’re shopping. You are currently viewing our U.S. website and all purchases will be charged in USD. To our international customers, welcome! Your purchases will be processed through our U.S. online store and charged in USD.
If you are located in Canada, please visit duer.ca
What methods of payment do you accept?
We accept the following methods of payment: Visa, MasterCard, American Express, PayPal, and Apple Pay. (Fun fact: DUER orders placed online will appear on your statement as “Pimlico Performance Apparel”, our official name.)
What will happen if my credit card is declined?
If your credit card is declined, don’t fret! Try another method of payment, contact your bank, or email email@example.com and we’ll do our best to help.
How do I use my DUER gift card online?
Lucky you. 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.
How do I use a coupon code?
You can use coupon codes by entering the code into the Gift Card/Coupon Code box at checkout. You are only allowed to use one coupon at a time.
Can you tell me if you are getting an item back in stock?
If you would like to be notified of when a certain item is in stock, sign up for an email alert by clicking “Email When Available” button on the product page. You will be contacted via e-mail when the item is back in stock. Need to know right away? Contact our customer service team: firstname.lastname@example.org
What happens when I place my order on a weekend or holiday?
We like to give our warehouse staff weekends for adventures too. Orders are processed and shipped Monday to Friday. All orders placed over the weekend or during holidays will be processed the following business day.
What are your available shipping methods?
Available shipping methods and estimated delivery times in U.S.:
Regular (Free with purchases over $100) - 4 to 10 business daysPriority - 2 to 4 business days
Shipping costs will vary depending on your location. You will be able to review all shipping rates on the checkout page of our online store.
DUER offers free international shipping for all online orders valued over $250. Delivery times will vary depending on your country of residence. You will be able to review all international shipping rates on the checkout page of our online store.
An international transaction fee may be charged to your credit card when making purchases out of country and is typically between 2-3 percent of the total purchase amount depending on your bank and/or credit card company. Please contact your issuing bank for more information as we are a Canadian based company.
If you are located in Canada, please visit duer.ca
Can I track my order?
You can track your order by clicking the link found in the shipping confirmation email.
You should receive your shipment notification email within 2 business days after placing your order.
Why has my order not been delivered yet?
If your estimated delivery date has passed and you haven’t received your order, please email our customer service team at email@example.com. While we will do all we can to ensure your order is delivered on time, DUER cannot be held responsible for conditions beyond our control such as severe weather, service interruptions, etc.
Do I have to pay import duties?
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.
What happens if I refuse the shipment?
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 the customer refuses a package without first making arrangements with Customer Care, the customer will be responsible for all shipping, duties, and taxes