Last updated: June 13, 2026
Below are answers to the most common questions received by our customer support team. If your question is not answered here, please contact info@dfyne.sbs with your inquiry.
Order Processing and Shipping
Q: Do you charge for shipping?
A: No. Shipping is free for all orders to the contiguous United States and Canada. No minimum purchase is required. There are no handling fees or surcharges.
Q: How long does it take to process an order?
A: Processing takes 1 to 2 business days after the order is placed and payment is confirmed. Business days are Monday through Friday, excluding federal holidays. Weekends do not count toward processing time.
Q: How long does delivery take after the order ships?
A: Delivery typically takes 4 to 7 business days after the order has been handed to the carrier. This timeframe applies to all destinations within the contiguous US and Canada.
Q: Can I choose which carrier delivers my order?
A: No. Carriers are assigned automatically based on your delivery address. Carriers used include USPS, FedEx, UPS, and Canada Post.
Q: Do you ship to Alaska, Hawaii, or international addresses?
A: No. We only ship to the contiguous 48 United States and Canada. We do not ship to Alaska, Hawaii, any US territories, or any other country outside the US and Canada.
Q: What happens if I enter the wrong shipping address?
A: If a package is returned because the address was incorrect or incomplete, you are responsible for any reshipping costs. No refund is given for the original shipment.
Returns and Refunds
Q: How long do I have to request a return?
A: You have 30 calendar days from the date you receive the item to submit a return request. Any request after 30 days is automatically declined.
Q: What conditions must be met for a return to be approved?
A: The item must be unused, in its original packaging, and returned due to a quality issue (manufacturing defect or damage that occurred before delivery). Returns for other reasons — including change of mind, wrong size, or dislike of the product — are not accepted.
Q: Who pays for return shipping?
A: If your return is approved for a quality issue, we provide a free prepaid return shipping label. You do not pay any return shipping cost.
Q: Is there a restocking fee?
A: No. There is no restocking fee for approved returns.
Q: Where do I send my return?
A: After your return is approved, we will email you a prepaid shipping label. The label shows the return address: 59 Eastwood Road, Media, MI 19063, United States.
Q: How long does the refund process take?
A: After we receive your return, we inspect it within 1 to 2 business days. If approved, we issue the refund to your original payment method. The refund typically appears in your account within 7 to 10 business days after we issue it.
Q: I returned my item but haven’t received my refund. What should I do?
A: First, check your bank or PayPal account again. Then contact your bank or card issuer to ask if a pending refund exists. If your bank confirms no refund has been received, email us at info@dfyne.sbs with your order number. We will provide a confirmation of the refund issuance.
Payment and Billing
Q: What payment methods do you accept?
A: We accept Visa (credit and debit), MasterCard (credit and debit), and PayPal. No other payment methods are accepted.
Q: Do you accept checks, money orders, or cryptocurrency?
A: No. Only the payment methods listed above are accepted.
Q: In what currency are prices displayed?
A: All prices on this website are in United States Dollars (USD). If you are in Canada, your bank or PayPal will convert USD to CAD using their exchange rate, which may add a conversion fee.
Q: Why was my payment declined?
A: Common reasons include: the billing address does not match the address on file with your bank, insufficient funds, or the bank’s fraud prevention system flagged the transaction. We cannot override bank declines. Please contact your bank directly.
Customer Support
Q: How do I contact customer support?
A: You can reach us by:
- Email: info@dfyne.sbs (best for returns, order questions, and refund issues)
- Phone: +1 (610) 800-4505 (available during support hours)
Q: What are your support hours?
A: Monday through Friday, 9:00 AM to 6:00 PM Eastern Time (ET). We are closed on weekends and US federal holidays. Emails are answered within 1 business day.
Q: Do you offer live chat?
A: No. Support is provided by email and phone only.
Q: Do I need to include my order number when I contact you?
A: Yes. For any inquiry related to an existing order, please include your order number (format: DFYNE-xxxxx) at the beginning of your email or phone call. This helps us locate your account quickly.
Product and Quality Issues
Q: What should I do if I receive a damaged or defective item?
A: Email us at info@dfyne.sbs within 30 days of delivery. Include your order number and clear photos or videos showing the damage or defect. If the issue qualifies as a quality issue, we will approve your return and provide a prepaid return shipping label.
Q: Can you tell me where a specific product was manufactured?
A: Product sourcing varies by item. To request manufacturing information for a specific product, email info@dfyne.sbs with the product name or SKU number.
Q: Do you offer product warranties beyond the return policy?
A: No. The return policy described above is the only remedy available for quality issues. No additional warranties, express or implied, are provided.