FAQs
Prices are in Canadian Dollars
How much does shipping cost?
At the moment, we are only accepting orders from residents that live in Canada and the United States.
The shipping rate for orders in Canada is 15$. Orders for the 48 contiguous U.S. states are charged a flat rate of 25$. The shipping rate to Alaska and Hawaii is 30$.
International shipments may be subject to pay duties and taxes which is out of our control. Customs, duties and taxes are not included in the item price or shipping cost. When you place an international order, you agree to pay any applicable customs, duties, or taxes imposed by your country.
Unfortunately, any applicable fees will be collected from you by the carrier upon delivery. If duties and taxes are not paid for by the purchaser and there is a refusal upon delivery, customers will not be reimbursed for their order.
Please note that we do not deliver to APO/FPO addresses or P.O boxes
Where do you ship from?
All of our orders are shipped from Montreal.
How long does it take for me to receive my order?
Please allow 2 – 5 business days for order processing and verification following the date of purchase.
Please allow 7 – 10 business days for domestic shipments and an additional 5 – 7 days for international shipments.
Once an order is placed, it cannot be canceled.
DER will not be held responsible for any shipping address discrepancies. It is the customer’s responsibility to provide the correct shipping address information. If the information provided is incorrect, or incorrectly entered at the time of purchase we are not able to make any changes. We are not responsible for any lost, stolen, or damaged shipments. All shipments are insured and the buyer assumes all responsibilities of claims made with the shipping carrier.
How can I track my order?
Once your order is shipped, you will receive a tracking number via email. If you can’t find your shipping confirmation, please double check your spam and promotions folders.
Why do my billing and shipping address have to match?
To protect our customers, DER is unable to change/intercept the shipping address of a package to alter its delivery, and DER will only ship to the address provided at checkout, which must match the billing address. All online orders are required to have identical billing and shipping addresses. To minimize any fraudulent transactions, any orders with different shipping and billing addresses will not be processed.
I don’t want my order any more. Can I get a refund or make an exchange?
All sales are final; however, you may return an item for store credit only. Please request a return within 30 days of purchase. Packages sent to us without first contacting us will not be accepted. Items to be returned must be in perfect, new condition with all original tags and packaging. Please note that T-shirts, Hats, Bags, Accessories, Shoes or Sale Items cannot be returned or exchanged. Furthermore, DER does not accept any worn or damaged products as returns.
Please note that customers will not be refunded for initial shipping costs. Store credit for the online store will be given for the retail price of item(s) purchased.
Can I contact you directly with any questions?
Please email info@derclo.store for any questions regarding your order.
