Frequently Asked Questions
ORDER MODIFICATIONS OR CANCELLATION:
After your order has been placed, you have 24 hours to contact our customer service and request order modifications or a cancellation. After 24 hours, your order has already been placed in production and can no longer be modified
When will I receive my items?
All items are produced and shipped from our facility within 4 to 7 business days from the time of purchase. Standard shipping times, then apply. Click the tracking information located in your confirmation email to view your shipping details and lead time. Deliveries may take longer for international orders due to customs regulations within your country. Please contact us [email protected] if your order hasn’t arrived within the expected lead time.
Where is my item?
You can view the status of your order by accessing the tracking details link in your shipping confirmation email (you will receive this when your product ships). In addition, you can simply enter your order # in the ‘track packages’ link listed in the support section of our website.
What methods of payment do you accept?
We accept all major credit and debit cards, including Visa, MasterCard, American Express and Discover. We also accept PayPal.
Do you accept PayPal?
Yes, we accept PayPal.
Do you ship internationally?
Currently, we are shipping domestic and to Canada only. However, we will be adding an affordable international shipping option in the next 3-6 weeks.
How much does it cost to ship to my country?
Pricing will depend on the country in which you reside and the number of items that you are purchasing. Exact pricing can be found by clicking “Buy it now” and entering in your address before completing the checkout process.
I just noticed that I chose the wrong item, wrong size, wrong shipping address by mistake, can you swap my product?
Please contact us as soon as you find out that you have made an error. If we catch the issue before the item goes into production, we can make the change. Remember, we strive to send out your product ASAP so act fast!
What is your return/exchange policy?
We stand behind the quality of our products and guarantee our workmanship 100%. Any defects or errors on our part will be replaced at no charge. Returns must be made within 30 days of receiving the product. At the time you place an order, you will be asked to confirm all the details regarding the item’s size, design, spelling, etc. Therefore, we do not accept returns or exchanges for your selection of incorrect items, sizes, designs, etc. If you have any questions about placing an order, please contact us so we can make sure you are satisfied with your purchase.
What happens if my item is damaged?
If your item has any defects or errors on our part, we will replace the item at no additional cost. The damaged product does not need to be returned. If we are unable to replace the product due to inventory issues, we will refund you or send you a comparable item of your choice.
What happens if my item is damaged after washing?
We strongly recommend reading the washing instructions found on the packing slip of your product. Designs are meant to last after many correct washings. Designs are not meant to last after being mistreated. If you believe that your product is defective, please contact us.
What do I do if I received the wrong shirt or my shirt is defective?
If this happens, we are truly sorry. Please email us at [email protected] and tell us your order number and how we messed up. We will take care of you and cover all costs of getting you the right shirt. We will send you a new shirt and pay for your shipping to send that one back to us. We are human and do make mistakes. We will make sure to correct the issue ASAP!
When will my order be shipped?
Once you have placed your order, your information will undergo a verification process. This is for us to make sure that we have valid and complete shipping information. If not, we will be sending an email to ask for more information so we can update the information that we have on file. Please be kind enough to respond to the email that we are sending, otherwise, your order will be canceled. We cannot guarantee the arrival of your order if the shipping information is incomplete. The verification process takes 1-2 days and after that, we will be sending an email notice with your tracking number on it.
Can I have a tracking number?
Yes, we will send you a tracking number via Email. In some cases, it can take up to 5 days. You can later track your Order by clicking on “Track Your Order” in the Mail Menu. If you didn’t receive an Email, please contact us, so we can provide you with the information, before making a Charge back, in some cases, Emails don’t get send automatically.
I ordered 2+ items, but only received one… where’s my order?
We have a large assortment of products not stocked in the house when you order multiple items at a time, they may be shipped separately so they get to you faster. You may receive one item before the next. So don’t panic if you don’t receive all of your items at once…they are on the way
Why have I not received any order confirmation details?
Most times this is because our customers have accidentally entered their email in wrong. Throughout the process, we send 3-4 emails, including an order confirmation, a fulfillment notice, and a shipping notice. If you believe you may have entered your email wrong please contact us and we will fix it for you.
How do I contact you?
If you have any questions that are not on this FAQ page, please email us at [email protected] where we will promptly get back to you.
I send an Email but got no response?
Please check the email address that you sent it to and try again. We have a 24/7 days a week Support. In case there is still no reply, contact this Email: [email protected] we will answer back within 1 business day.
Can the order be delivered to multiple addresses?
We do not offer shipping to multiple addresses for a single order. If you would like items delivered to multiple addresses, please place those orders separately.
Do you offer delivery to PO Boxes or Military APO/FPO addresses?
Yes, we can send shipments to PO Boxes and Military APO/FPO addresses.
Shipments to APOs can take up to 45 additional days to arrive.
Unfortunately, once the package enters the military mail system, tracking ceases to update for military security reasons. This means that we no longer have visibility of your order and cannot provide tracking information.
I got the wrong shirt. How can I get my correct order?
Please contact Customer Service at [email protected] We will ask you to take a picture of what you have received for verification purposes. If we made the mistake, we will go ahead and send you your correct order. You do not have to send the wrong product back to us..
I received a defective or damaged product. What do I do?
Please contact Customer Service at [email protected] We will ask you to take a picture of what you have received for verification purposes. If we made the mistake, we will go ahead and send you your correct order. You do not have to send the wrong product back to us. You will be given store credits, equivalent to half the amount you paid, if we made a mistake and you declined our offer to send you the correct item.
I ordered the correct size but it’s a bit small/large can I return it and exchange it to a different size?
Unfortunately, duckaco.com is currently unable to process a return or exchange due to sizing because we do not hold inventory or stock. Please contact us at [email protected] and we will offer you a 50% discount code if you want to reorder the item in the correct size.
I entered the wrong address information. Can I still correct it?
We can try to make corrections to your order within 24 hours of the time that your order was placed. If you request for the corrections after 24 hours, we will no longer be able to update it on our end.
I just made an order but i changed my mind and I’d like to cancel it.
Please order carefully. You should contact us within 24 hours of placing your order , we will do our best to cancel your order if possible. Please contact Customer Service at at [email protected]
Duration Of Returns Processing
Once we receive the return product please allow 2-3 business days business to process for you. We will replace defective items and sent to you in about 04 – 07 business days.
What types of refunds do you offer?
PayPal – The refund returns to the account used to make the purchase and you are provided with a unique transaction ID.
Credit Card – The refund returns to same card used at purchase and your transaction ID is your order number.
How long will the refund take?
It depends on the bank or card issuer. Some banks/card issuers finalize refunds within a couple of business days, while others may wait until the end of the statement month to process refunds. If the refund seems to be taking more than one week, you can contact your bank or card issuer to ask about their usual timeframes.
What if that account and/or card has been cancelled?
You will need to contact your bank to alert them that you were expecting a refund to this account or card and make alternative arrangements with them.
Can the refund be sent to a different card or account?
As the refund is a reversal of your payment, we can only send it back the same way it was received. Reversing a payment in this way is the fastest and most secure way to get your funds back to you.