DD4.com Shopping FAQ

1. How do I make a payment?

To pay for your order on DD4, follow the steps below:
1) Select the order and click the "Pay Now" button
2) Choose your preferred payment method on the checkout page

DD4 supports Visa, MasterCard, JCB, Western Union, and wire transfer via banks.
To learn more about payment methods on DD4, please refer to DD4 Payment Options.

2. Why I fail to pay my order on DD4?

If you fail to pay, please check it is not due to the following situations:
1) Card security code failed
2) Insufficient fund
3) Verification failed
4) Exceed the product purchasing limitation: sometimes the seller control the product purchasing quantity per order,
please check your purchasing quantity does not exceed.

If still not works, please contact us on live chat or send emails to cs@dd4.com with screen-shots when your payment fail.

3. How do I change my delivery address?

Please contact seller as soon as you realize you need to change the delivery address (we cannot change the address if shipped).
Or you could send email to cs@dd4.com immediately!

4. How do I cancel an order?

Please contact seller as soon as you realize you need to cancel(we cannot cancel once shipped). Contact us on live chat or send emails to cs@dd4.com.

1) If the order payment status is “Pending”, you can contact us to help you to change it to “Canceled”.
2) If the order has already been paid but is not shipped out yet, you can contact us to cancel the order and get a full refund.
3) If the order has already been sent out, we cannot help you to cancel the order. You may choose to send back the unopened products after you've received them and we will refund the money upon our receipt of the returned item(s).

* Please note that “DD4.com does not pay the return shipping cost on returned items, and we aren’t also responsible for goods lost during shipment when no tracking service has been supplied.” After receiving the returned goods, we will process your refund within 1-3 business days.

5. Why is my order still in the processing stage several days after payment completion?

If your order is still in the processing stage 48 hours after payment, it means that some items in your order are out of stock.

And it is valid for seller to ship orders within 10 days. If you still have concerns about your order, please contact us on Live Chat or email to cs@dd4.com.

6. I can't track my order using the tracking number provided. What can I do?

If you can't track your order using the tracking number provided:
1) Please contact the supplier to confirm whether they have provided you with the correct tracking number.
2) Please contact the shipping company to confirm if the order was dispatched.

Sometimes shipping companies take 1-2 days to update new delivery information on their website.

7. The item does not work properly.

Usually the products could be replaced or returned within 15 days since buyer received the parcel.
If the received product does not work properly, please send pictures or video to cs@dd4.com for confirmation.
During that period, we could replace or refund with no excuse.

8. Item is not as described.

Usually the products could be replaced or returned within 15 days since buyer received the parcel.

1) Please contact us by telling the order number and the details you received.
2) you can choose to keep the item at a discounted price or request a replacement after reject it.

we will either refund you or dispatch an alternative item (if applicable and available), decide whether you need to return the wrong product or not, and bear the resend shipping fee once when we receive the returned one.

9. What is DD4’s satisfaction guarantee?

Your satisfaction is our top priority so all of our products are guaranteed to arrive safely or your money back!
All items are covered by a 15 days free defective replacement warranty.

10. What currency is the price in?

Price listed on our website are in USD currencies.

11. Is shipping really free? Which countries does DD4 ship to?

Worldwide Free Shipping is guaranteed to global online consumers. 
DD4 supports 217 countries’ shipment around the world. But due to the economic sanctions, the following countries could not trade with us temporarily.

Burma (Myanmar)
Cuba
Iran and Sudan
Western Balkans
Belarus
Cote d'Ivoire
Democratic Republic of the Congo
Iraq
Liberia (Former Regime of Charles Taylor)
North Korea
Sierra Leone
Syria
Zimbabwe

Besides, some payment methods are restricted by some countries, thus customers may not use these payment methods to pay. For example, if the registration country of your PayPal account is different from the country of the shipping address you filled, you cannot use PayPal to pay for the order.

12. When will I receive my order?

Your order goes through several steps before reaching your door.  Here are those steps:

Step 1            Confirm payment            0-1 business days
Step 2            Process order                  1-3 business days
Step 3            Package order                 1-10 business days
Step 4            Shipping                         10-15 business days
Total                                                      12-29 business days

All times listed are estimates and are not guaranteed. 
Exact time varies with exact destination. Holiday season orders can experience 2-3 week delays.

13. How are customs and taxes issues handled?

Customs and import duties including any taxes, tariffs or item seized, are the sole responsibility of the customer. Items shipped from our warehouse and other international warehouses are not subject to export taxes.
Our common Airmail delivery service does not have an invoice in the package, however, express shipping methods such as TOLL Express, DHL or TNT orders must be sent out with an invoice for customs clearance.

14. What is the returns procedure?

1) If the product is defective or incorrect it may be returned within 15 days from delivery. We are responsible for the replacement or refund. 

2) Before returning the product, please promptly provide us with proof as below:
    ▪ Photos of original package including front, back, and sides
    ▪ Photos or video of the defective/incorrect item(s)
    ▪ Photos, video or screenshot showing the malfunction of the item(s)

3) After returning product, please promptly provide us with proof as below:
    ▪ Photos of the front and back of the return packaging envelope or box
    ▪ Return shipping receipt (including tracking number)

4) If return is necessary, returned shipping cost will be issued to you and the seller bear the re-sending shipping fee.

Notice: the buyer should make sure that the items returned are in their original conditions. If the items are damaged or lost when they are returned, the buyer will be responsible for such damage or loss, and we will not give the buyer a full refund. The buyer will be responsible for the shipping fees to return the items, and seller bear the shipping fee of the replaced one.

After returned item received, we will arrange re-sending within 2 work days , or refund will be finished within 7 days after product received.

5) All customers should contact Customer Service Express before returning any item(s)/product(s).

Notes: In consideration of personal hygiene, bra and underwear items are not available for return excluding a quality issue. (The quality problem must be reported within 48 hours of delivery, and pictures clearly showing the defect(s) are necessary). Any return because of unfit size or product not as expected is unacceptable. We will provide an accurate size, please be sure the size is suitable before making purchase.

15. How to trace my package status information?

17track support the most member countries and territories of Universal Postal Union. 
http://www.17track.net/en/

16. If there is some problem receiving the delivery due to Customs

Usually, when you import goods from DD4, the packet will be inspected by your local Customs office.
There's usually no reason to worry because:
1) DD4 provides all the necessary paperwork for your shipment;
2) In most countries it's pretty easy to import most kinds of consumer electronics;
3) If the package is checked by their country's customs office when the item arrives in their countries, however, customers are responsible for import duties,
tariffs and taxes.
We keep track of all our deliveries. In the event that an order is delayed in customs or experiencing other issues, please feel free to contact us and we will contact the shipping agent on your behalf.

Notes:
1) If, for any reason, the products cannot be delivered to you due to a Customs problem, we will discuss with you case by case about how best to handle the issue(s).

2) If goods cannot be delivered due to restrictions in your own country, this is solely your responsibility. For example, if you decided to try to import an Android phone, but this technology is illegal or restricted due to local laws in the delivery destination country, that is your responsibility to know about before you order from DD4. If the delivery failed for that reason, we cannot offer any compensation, because as the importer it's your job to know about the local regulations. Another situation in which you must accept liability is where your country requires you to have a licence to import commercial goods: in this case, it is your responsibility to know about this before you place an order on DD4, and in the case of a failed delivery, we cannot offer any compensation.

3) As the importer you hold sole legal responsibility for responding to questions about imported goods delivered to yourself. Import duties, sales tax, and any other customs charges and fees, are your sole responsibility, as described in our terms and conditions. If a delivery fails because you do not respond in time to Customs communications, or you refuse to pay the applicable charges, we cannot offer any compensation.