MOST POPULAR QUESTIONS
What should I do if my package is marked as delivered but I haven't received it?
Haven't received your marked-as-delivered package? Here's what to do:
Don't panic! Sometimes packages end up in unexpected places.
Check around your delivery location thoroughly: Look for your package on porches, backyards, or with neighbors who might have accepted it on your behalf.
Contact the carrier directly: They may have additional information about the delivery attempt or be able to initiate an investigation.
Package Protection can help in certain cases:
Package Protection typically covers lost packages (confirmed lost by the carrier) and packages that are demonstrably damaged during transit.
It doesn't cover situations where a package is marked as delivered but cannot be located.
Without Package Protection: Our Shipping & Handling Policy states that DEUCELO™AND DEUCELO CONNECTION™ are not responsible for package loss or theft once your order has been expedited from our warehouse and marked as delivered by the carrier.
What should I do if I received an incomplete order or an item is missing?
We apologize for any inconvenience caused if your order arrives incomplete.
Please take the following steps to help us resolve the issue:
Take a picture of everything you received in your package. A clear image can help us verify the missing item and proceed with the next steps.
Let us know about the missing item by sending the picture to our customer service team, along with your order number and the name of the item(s).
Once we have this information, and depending on stock availability, we will process a reshipment of the missing item. If the item is currently unavailable, we will offer you an alternative resolution process.
What is the company's policy on additional items received that I did not order?
If you receive additional items that you did not order and were not charged for, it is likely a mistake on our part. You are welcome to keep any extra items as a goodwill gesture from our company. We hope you enjoy the additional products, and we appreciate your understanding.
In-Store Purchase Concerns?
Sometimes things don't go exactly as planned with in-store purchases. While our amazing customer service team is here to help with many things, they can't assist with issues related to in-store purchases.
For the Smoothest Experience:
Head back to the store: The store where you made your purchase is best equipped to handle any questions or concerns you may have. They can offer the quickest resolution based on our store policies (available on your receipt). If you can't go back to the same store, you can visit any other store in the country. Don't forget to bring your receipt with you!
Store Policy Reminders (as seen on your receipt):
Final Sale: Please note that all sales are final.
Warranty: We offer a 365-days buy back warranty for Deucelo Bears™ series with GOOD CONDITION INTACT ONLY and with a valid receipt and valid only for Store Purchase and Walk In.
GOOD CONDITION INTACT ONLY
Since Deucelo Bears™ series are limited production up to 1000 , within 365 days or more, you may bring in your Deucelo Bears for valuation of Good Condition. Item must be in Good Condition. Serial number certificate has to be intact and clear to read! All parts of Deucelo Bears™ series has to be in Good condition (80% to 100% Buy Back!) or Mint condition (110% to 150% Buy Back!) Good condition: All parts intact, with or without original packaging, Serial number certificate intact and readable, light scratchable or thinning fur is acceptable value from 80% only! Mint condition: All parts intact unscarthed, untouched (Original Wrapping and Packaging Intact and unopened!) Serial number Intact and clearly readable, unscratched card, no scratched parts! No thinning outer layer! Age of purchase, It is acceptable value from 100% onwards!
Warranty: We offer 30-days buy back warranty for any other products.
30 days warranty, unopened item, unopened packaging, manufacturing defects.
Price Matching: We do not offer price matching at this time.
General Inquiries? We're Here!
If you discover a defect in your item within 30 days of delivery, we offer the following options under our Standard Warranty Policy:
→ If the item is in stock: We will promptly resend a replacement item to you at no additional cost. → If the item is out of stock: In the event that the item is out of stock, we will issue you a store credit (in the form of an e-gift card) equivalent to the amount paid for the item. This store credit can be used towards the purchase of any item available on our website!
To claim your warranty, please contact us and include the following:
1. Order number(s)
2. Picture/Video of the item(s)
3. Description of Issue
***Important Information***
- This warranty does not cover issues related to lost items.
- This warranty is applicable once per item purchased. Our warranty does not cover free items.
- The warranty policy only applies to items purchased directly from our website only!
- All warranty claims are subject to approval by our customer service team.
- We do not offer cash refunds!
To guarantee the Deucelo Bear™, series we do not accept purchases from any other places other than purchases from Deucelo.com and Deucelo brand stores and Deucelo Connection brand stores, always shop directly from our official website or from our brand stores.
How long does delivery take?
Current Delivery Times:
Asian Countries Addresses Standard Delivery
Northeast 7-14 business days
Northwest 7-14 business days
Southeast 7-14 business days
West Coast + Southwest 7-14 business days
Midwest 7-14 business days
America, Canada, Europe Addresses Express Delivery
Quebec and Ontario 14-21 business days
British Columbia 14-21 business days
Alberta, Manitoba, Sask. 14-21 business days
Atlantic Provinces 14-21 business days
Yukon, NWT, Nunavut 14-21 business days
Please note delivery times are estimates only and not guaranteed. Weather conditions and shipping carrier volumes may also impact your order’s delivery.
What about cancelling my order?
Unfortunately, all sales are final, and we are unable to cancel or make any other changes to your order once it has been placed.
What if I received a damaged or defective item?
Within 30 Days of Delivery:
If you discover a defect in your item within 30 days of delivery, we offer the following options under our Standard Warranty Policy:
→ If the item is in stock: We will promptly resend a replacement item to you at no additional c itost. → If the item is out of stock: In the event that the item is out of stock, we will issue you a store credit (in the form of an e-gift card) equivalent to the amount paid for the item. This store credit can be used towards the purchase of any item available on our website!
To claim your warranty, please contact us here and include the following:
1. Order number(s)
2. Picture/Video of the item(s)
3. Description of Issue
***Important Information***
- This warranty does not cover issues related to lost items.
- This warranty is applicable once per item purchased. Our warranty does not cover free items.
- The warranty policy only applies to items purchased directly from our website.
- All warranty claims are subject to approval by our customer service team.
- We do not offer refunds.
Refund Policy
At Deucelo™, we strive to provide our customers with the best shopping experience possible. To ensure clarity and transparency, we have established the following refund and cancellation policy:
1. All Sales Final: Please carefully review your order before finalizing it, as all sales are final. This means our support team is unable to accommodate changes, returns/exchanges, or cancellations. We do not offer any price matching, and we also can't apply new promotions to previous purchases.
2. Lost or Returned Packages: In the event that a package is lost in transit or returned to us for any reason, you can find detailed information by checking the following article: Shipping Handling Policy.
3. Damaged Items: If you receive an item that is damaged or defective, please refer to our Standard Warranty Policy to determine if you are eligible for a replacement or store credit. You can review our warranty policy by visiting the following link: Standard Warranty Policy.
4. Price Adjustments: We do not offer price adjustments for orders placed prior to or after promotional sales or discounts. All prices are final at the time of purchase, and we are unable to process any requests for refunds, exchanges, or price modifications once an order has been completed. Any price updates (from Cart to Checkout) are also indicated at checkout by a pop-up message.
ADDITIONAL CUSTOM FEES
The goods will be imported on behalf of the customer/buyer. The customer authorizes DEUCELO™ to import the goods on his behalf. Further, the customer/buyer agrees DEUCELO™ may delegate the obligation to import the goods on his behalf to a subcontractor (e.g. customs broker). The customer will pay the taxes & duties in addition with the purchase price of the goods.
INTERNATIONAL FEES
Foreign transaction fees can apply to purchases made online from your home country, where the vendor is foreign and processes the transaction in its local currency.
This fee is charged by many credit card issuers, typically ranging from 1% to 3% of the transaction. This money is not withdrawn by DEUCELO™ and does not go to our funds.
At DEUCELO™, your satisfaction is our priority, and we are committed to resolving any issues promptly and efficiently. If you have any questions or concerns please don't hesitate to contact us.