FAQs

Here you'll find answers to the most common questions about Duroda's products, ordering process, shipping, returns, and more.
If you don’t see your question listed here, feel free to reach out to our customer support team — we’re happy to help.

Email: [email protected]

Support Hours: Mon - Fri, 9:00 AM - 5:00 PM EDT.

1. Can I cancel my order?

Yes, you can cancel your order. However, cancellations are only allowed within 8 hours of placing the order on the same day. After this period, your order may have already been sent to the warehouse for processing and shipping, and we cannot guarantee that the cancellation will be successful. If you wish to cancel, please contact us as soon as possible.

2. Can I exchange items in my order?

We do offer exchanges if you selected the wrong size. However, your exchange request must be submitted within 32 days from the date you received the order, and the item must be unused, with all original tags and packaging intact.

Please note: Return shipping costs are the responsibility of the customer.

3. My package hasn't arrived. What should I do?

If your order has not been successfully delivered and it has been more than 32 days since the order was placed (with tracking information available), you may request a refund or have a replacement order sent.

If it has been less than 32 days and tracking information is still  showing movement or updates, we kindly ask for your patience as the package may still be in transit.

Please note: Estimated delivery times may occasionally be longer than expected. While we always strive to deliver on time, delays can sometimes occur during production or shipping that are beyond our control.

4. Why does the tracking status of my order show the package staying at the same location for a period of time before delivery?

The tracking information reflects each step in the shipping process. Sometimes, you may see the package temporarily staying at one location because:

  • It is being processed at a transit warehouse or local post office near you.
  • Scan updates may be delayed when the package is transferred to the next location.
  • The package has arrived at the final post office and is waiting for the scheduled delivery date.

You can rest assured that your package is still on its way to you. Once it is out for delivery, the tracking system will update immediately, and you will receive your order as scheduled. If you need further assistance, please contact us at [email protected].

5. I didn't receive the order confirmation email. What should I do?

The order confirmation email will be sent to you immediately after your payment is successfully processed.

If you have not received a confirmation email from us, please follow these steps:

  • Check your Spam or Promotions folders, or any other email accounts you may have.
  • If after 1 hour from placing your order you still have not received the confirmation email, please contact us at [email protected] for assistance.

6. What is the time frame for requesting a return or refund?

Our return and refund policy allows customers to request a return or refund within 32 days from the date the order is delivered. This period is provided to ensure you have enough time to inspect the products and determine if they meet your expectations.

If you do not submit a return or refund request within this 32-day window, the order will be considered accepted and finalized by you, and we will no longer be able to process any reimbursements or exchanges.

For detailed information about the conditions and procedures related to returns and refunds, please refer to our  Refund & Return Policy..

7. Can I place a bulk order?

Yes, we accept bulk orders and have special preferential policies for wholesale customers. Please contact us for a detailed quote.

8. What payment methods are accepted?

We accept payments via credit card, debit card (through our secure PayPal payment gateway), and PayPal. All transactions are securely encrypted to protect customer information. You can choose your preferred payment method during the checkout process when placing your order.