Faq

  • Contact
    • How can I get in touch with your service team?

      Our service team is based out of our Toronto, Canada head office with partial support available through our offices in Nottingham, UK and Melbourne, Australia. The team’s hours of service are Monday to Friday from 9am to 6pm EST (excluding holidays). We have limited support available on the weekends.

      To reach our team, please visit our contact page to submit your inquiry or, within North America, call our toll free line +1 800-513-6088 within our service hours.

    • When can I expect a response to my email?

      Our team is working very hard but we are experiencing very rapid growth at this time. While we are expanding our resources, our aim is to respond to all inquiries within 48 hours. Please note that our response times may vary during peak periods such as after product launches or promotions.

  • Order
    • Can I place an order over the phone?

      For better security, we are unable to process any orders and/or accept payments over the phone. Please reach out to us via email through our contact page or phone (toll free: +1 800 513 6088) if you require assistance when placing your order online. We are here to help!

    • I placed an order on your website and never received a confirmation email.

      Order confirmations are sent out immediately. Our emails can sometimes accidentally go straight to your junk folder and/or may be flagged by spam filters. Please check these folders and mark us as nice monkeys instead of spam.

      If you haven’t received confirmation from us, please fill out the contact page on our website and we will be happy to assist further. If you don’t know your order number, please confirm the email address and the full name provided when placing the order so that we can look into it for you!

    • Can I add or remove products from my order?

      Unfortunately, once an order has been placed, we cannot make any edits or substitutions.

      However, after placing an order, if you notice incorrect items, let us know as soon as possible by phone or reaching out to us via our contact page. We may be able to cancel and refund your order so that you can place another with the correct items!

    • I want to cancel my order.

      Changed your mind? Made a mistake? That’s okay!

      Please reach out to us through our contact page or give us a call and our customer service team will help you. Please reach out as quickly as possible so that we cancel your order in time. Once an order has been processed by our fulfillment team, we are no longer able to cancel the shipment but we do offer our 365-day refund policy in any event.

    • There’s something wrong with the order/products I received!

      We’re so sorry about the mix-up.

      If there is an issue with the order you have received, we kindly ask that you provide a clear photo of the packing slip (clearly displaying the order number and any initials marked) and all the units received (preferably in the original packaging). One of our service team members will be happy to further assist in resolving this issue!

      If an item is faulty, please provide a clear photo of the unit(s) received and a description of the issue.

    • How can I exchange/return an online purchase?

      We offer a 365-day refund policy on all items purchased directly from us. Please reach out through our contact page and we will be happy to assist. To exchange a product, we must refund the original one and you will need to place a new order for any new items.

      Please refer to our Return Policy in our Terms & Conditions. Please note any purchases made through a third-party retailer are exempt from our Return Policy and would be subject to the specific retailer’s policies over which we have no control.

  • Billing
    • What methods of payment do you currently accept?

      We currently accept major credit cards and payments made through PayPal.

      We do not accept VISA Debit or Prepaid credit cards.

    • When will my payment be processed?

      Your card will be charged after your order has been successfully placed.

    • What currency do you charge in?

      We currently offer prices in the following currencies which reflect pricing in each region. Some regions include taxes and duties while others do not. Our system takes into account these variations when checking out. Currently, our system provides pricing based on your country of visit:

      AUS for Australia
      CAD for Canada
      EUR for the European Union
      KRW for Korea
      GBP for the United Kingdom
      USD for USA

      All other countries have pricing displayed in USD but pricing of products outside of the USA is higher in USD than within the USA because of additional costs we incur to import these products. Orders within Canada, USA, UK (and the EU) and Australia are shipped from our local offices within these regions.

      If the local/credit card currency is different than the one used at the time of checkout then your bank will convert the amount using the current exchange rate. Any international bank fees are not imposed by DECIEM.

      The currency and pricing of your order is determined by the country from which you visit us and cannot be changed.

  • Shipping + Delivery
    • Where does DECIEM ship to?

      We are proud to say that DECIEM offers worldwide shipping!

    • How long does an order take to process?

      We try to get to orders as quickly as we receive them and in most cases fulfill orders within 3 days, but please allow up to 10 business days for orders to be processed due to the extremely high volume of orders we are receiving. We are putting additional resouces in places to reduce these delays dramatically and appreciate your very kind patience in the interim. Fulfillment times may vary during peak periods such as after/during product launches, holidays and special promotions).

    • How long does it take to ship?

      We use various couriers depending on destination and, as a result, shipping times vary. Most Canadian, USA and UK/EU orders arrive within 3-8 business days. International orders can take up to 21 days.

      You will receive an email once your order has shipped with your tracking number for each order, along with a tracking link.

    • I did not receive a tracking number!

      We assign tracking numbers to parcels right before they are shipped. As soon as your parcel is sent out, we send you a tracking notification with your tracking number for each order along with a link so you know where you can track the order. Please check if such an email is sent into your spam folder.

    • Which shipping courier do you use?

      Because we ship worldwide, the shipping couriers vary by region and are subject to change from time to time:

      Canada - Canada Post
      USA - UPS
      UK/Europe - DPD/Royal Mail/BPost
      Australia - BPost/Startrack
      International - BPost

    • I’m in the USA. Can I ship to my P.O. Box? What about APO, FPO, or DPO?

      Unfortunately UPS does not ship to PO Boxes, APO, DPO, or FPO addresses. We kindly ask that you use an alternate shipping address.

    • Shipping Fees by Region
      Region Currency Fee** Minimum
      for Free Shipping
      USA (Excluding US,Territories) USD 4.99 25.00
      US Territories USD 28.00 250.00
      Canada CAD 4.99 25.00
      United Kingdom GBP 4.99 25.00
      Europe EUR 4.99 25.00
      Australia AUD 9.99 50.00
      Korea KRW 9,000.00 30 000.00
      International* USD 38.00 250.00

      Shipping costs and thresholds are subject to change from time to time.

    • Do my billing and shipping addresses need to be in the same country?

      For security reasons, billing and shipping addresses are required to be in the same country.

    • I want to edit my shipping address.

      Kindly reach out to us through our contact page and our service team will see if this can be done.

      Please note that we cannot modify your shipping details once the order has been processed by our team. We also are unable to modify the route of a parcel once it has been shipped.

    • How can I track my order?

      Once your order has been dispatched from our warehouse, we will send you an email with your online tracking information.

      If you have a DECIEM account, you can track your order using your DEC- order number and your email address here: https://store.deciem.com/track

    • I’m having issues tracking my order; can you help me?

      Once an order has left our facility, please note that it can take 1-2 business days for some shipping couriers to update further tracking details on their website.

      If your tracking number does not work, or hasn’t updated within two business days, please reach out to us through our contact page and our service team will get right on that for you!

    • Why is my order in Belgium?

      International orders sent via BPost are sent to their distribution center in Belgium before being sent to their individual destination countries.

      Once an order arrives at its destined country, it is transferred to the local post service for delivery.

    • My package is being returned to sender (RTS). What do I do?

      If you see that your parcel is being returned back to DECIEM, simply reach out to us through our contact page and let us know! We can reship your order a second time at no cost to you (please note that we may require an alternate shipping address).

      If your parcel is RTS and we have not heard from you, the DECIEM team will reach out to you three (3) times via email or phone. If we have not heard from you after the final attempt, we will begin the refund process.

    • My order is missing/stolen!

      Please reach out to us through our contact page so that we can start an investigation with the courier in regards to your missing parcel.

      Until a missing package has been returned to DECIEM or officially declared lost, we are unable to reship or refund the order.

      We assess each report on a case by case basis. If the parcel is confirmed delivered with a Proof of Delivery (POD), we are unable to issue a refund.

    • Are there any taxes, brokerage, or customs fees?

      Any applicable taxes are applied to your full order (including shipping). This will be reflected by the total cost upon checkout.

      You will not incur any such border fees in Canada, USA, UK, EU or Australia as these countries are served by our local offices. For other destinations. you may be charged handling fees and taxes as your order passes through customs. Any charges on a parcel are the customer’s responsibility

  • Product
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