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General

Do you have any physical stores?

Although we have a company in Houston, we currently do not have a physical store. We hope to have one in the future. 😎

Where/When can I get in touch with customer service?

Our customer service team works during office hours, Monday-Friday from 9:00 AM to 5:00 PM (EST). We aim to reply to your query on the same day, but please allow up to 72 hours for a response.

Our customer service email is: support@deolax.com

How do I find the right size of clothing for me?

We recommend that you choose according to the size of the specific style you prefer!

If you still have questions about sizing, please consult our customer service representatives.

Orders

How can I cancel my order and how long will it take for the refund to appear in my account?

If you placed an order by mistake or need to cancel for any reason, we're here to help. Just let us know, and we'll do our best to cancel your order and refund your payment. However, please note that our fulfillment team starts on orders quickly, so sometimes we can't cancel in time. Keep in mind it might take some time for the refund to show up in your account, depending on your bank.

What should I do if I received a wrong item?

We're sorry to hear that! Please send us a photo of the wrong item you received. Once we have that, we'll make sure to get the correct product sent to you right away.

Thanks for your understanding! If you have any other questions, feel free to reach out.

How do I track my order?

Once your order has been placed and processed (24-48 hours), you will receive a confirmation email with your order details. This email will include a tracking number and a link to our tracking page. (Please make sure your email is filled in and correct)

You can also directly enter the order information  to check.

If you can't find it, please don't worry, email to contact our customer service staff to deal with it. (Please make sure you order from our only official website)

Returns

How do I start a return for my online purchase?

To start the return process, locate your order number and visit our return policy page.

Follow the on-screen instructions to confirm the product's condition and submit your return request. 

If you encounter any issues or have questions, please feel free to contact us.

How long is the processing time for returns?

Once our warehouse confirms receipt and inspects the return, the refund will be processed immediately.

Please allow additional time for your bank to process the refund.

You will always receive an email from us confirming that the refund has been completed.

Shipping

What is your shipping policy?

We offer USPS shipping at a rate of $6.99, with a delivery time of 4-6 business days (the exact duration depends on the shipping warehouse location).

We provide free USPS shipping for all U.S. orders over $99, except Hawaii and Puerto Rico.

Depending on stock availability, your order may be shipped from Houston, Los Angeles, or an overseas warehouse.

Please allow 48 hours for order processing. Orders placed before 10 AM Pacific Standard Time will be shipped the same day, excluding pre-sale and custom products (and orders placed on weekends and holidays).

What should I do if the tracking shows my order was delivered, but I haven't received it?

If your tracking shows your package was delivered but you haven't received it yet, it might be a carrier issue. Packages often show up a few days after the delivery confirmation. Please wait 3 business days to see if it arrives.

If it still doesn't show up after 3 business days, reach out to us.

We'll follow up with you by email to help sort things out and discuss reshipping your order if needed.

Why is tracking not updating?

If you chose the Economy Shipping option at checkout, the tracking will not be updated in real-time. Don't worry, this does not mean the package is not on its way to you.

If you do not receive your order in 20 business days please reach out to our support team so they can help.

If your tracking is not updating for 9 business days, please contact us so we can investigate.