FAQ

WHERE IS MY ORDER?

Our order processing time ranges between 24-72 hours. Once your order ships you will receive an email containing the tracking information. 

Your order should arrive within the time frame of your chosen delivery method, which you can double check in your order confirmation email. You will also receive a tracking link in this email so check this out for any delivery updates.

If the delivery time frame has passed and you’ve still not received your items, please get in touch with our Customer Service team with your order details. Please make sure to send us your order number so we can investigate your order status for you. 

Please Note, we are not responsible for any package delays and lost packages caused by the carrier. Please contact the carrier if there are any delivery issues concerning your order.

WHERE IS MY SHIPMENT NOTIFICATION EMAIL? 

You will receive an email that provides your tracking number once the order is shipped. If you have not received an email, please be sure to:

• Check your spam folder.
• Check to email address provided to ensure it is correct.
• Check the status of your email in your account to see if it is still processing.

WHERE IS MY TRACKING UPDATE?

Once the item is shipped, all delivery issues must be addressed by the carrier delivering your order. Many factors may cause a delay such as extreme weather, custom clearance procedures, and shipping restrictions. Please Note, we are not responsible for any package delays and lost packages caused by the carrier. Please contact the shipping carrier for any delivery issues.

HOW DO I CANCEL MY ORDER?

Our processing time ranges between 24-72 hours. While your order is being processed, you may opt to canceling your order. To cancel your order please send us an email at support@dimerthebrand.com with a subject line stating, "Cancel Order #XXXXX" We will then proceed in canceling your order. You will receive an order cancellation, confirmation email. Please note, once your order is shipped, it cannot be cancelled. You will then adhere to our return policy.

MISSING ITEM FROM ORDER?

If an item is missing from your order, please contact us immediately at support@dimerthebrand.com. Please provide important information in your email such as shipping label, description of missing item, etc and we will address the issue accordingly.

ORDER ISSUE?

For all order issues, please contact us immediately at support@dimerthebrand.com with specified details regarding your issue.  Please Note, we are not responsible for any package delays and lost packages caused by the carrier. Please contact the shipping carrier for any delivery issues.

REFUND AND RETURNS?

For all returns and refunds, please see our return policy for detailed information. 

CUSTOM AND DUTY FEES?

You are responsible for ensuring that any products ordered comply with state and federal government import rules and regulations. You must are responsible to pay for the Products (including all applicable delivery charges, applicable tariffs, taxes, and customs clearance fees).

UNSURE OF MY SIZE?

Please refer to our size guide on each product page to ensure you are choosing your preferred fit. If still unsure, please contact us at support@dimerthebrand.com, and we would be happy to assist you!

WHERE ARE WE LOCATED?

We are a US based company. For more information, please see our "contact information" page.