FAQs

WHEN CAN I CONTACT THE CUSTOMER SERVICE?

Our Customer Service info@dope-factory.com opens Monday to Friday, from 9:00 AM to 6:00 PM CET. You can send us an email whenever you want and we will reply as soon as possible. There is also a Live Chat service that you can find directly in the product page, which is opened Monday to Friday, from 9:00 AM to 6:00 PM CET. If you do not find us online, leave us a message!
We will do our best to reply you soon.

DO I NEED TO SET UP AN ACCOUNT TO PLACE AN ORDER?

It is not mandatory to set up an account because you will be able to complete your purchase as a guest. Bare in mind that becoming a Dope Factory registered user means that it will be easier for you to check the history of your activity, save your billing and shipping details and access to special promotions.

WHICH SIZE IS GOOD FOR ME?

You can find a size chart with detailed information about the fitting of the specific product in its item page. If you still have doubts after looked at it, do not hesitate to contact us.


HOW DO I KNOW IF AN ITEM IS IN STOCK?

All items shown on our web store are in stock unless “SOLD OUT” is displayed. Even if an item is in your shopping cart, it can still be bought by another customer until you have concluded your purchase.


WHICH SHIPPER DO YOU USE?

We use DHL and UPS as carriers for deliveries. Even if we mainly ship with DHL, we reserve our right to choose the best option for your purchease.

I LIVE IN A COUNTRY THAT IS NOT AN EU MEMBER, SHOULD I PAY VAT?

No, you don’t. If your country is not part of the European Union, you will get VAT exemption. Please mind that if you are shipping to Extra EU countries, the price is already displayed without VAT.

HOW CAN I USE A DISCOUNT/PROMO CODE?

You can apply the promo code at checkout, just paste it in its designated area and then press “Apply Coupon”. The price will automatically change on the items in the cart, if you do not see any type of modification, be sure that you read the restrictions before using it. If the discount does not still work, please contact us.

 

HOW CAN I KNOW IF MY ORDER HAS BEEN SUCCESSFULLY COMPLETED?

The proof that your order is successfully completed is the order confirmation email that you will receive as soon as the order will be concluded. If you still have not received it after placing the order please check your junk-spam folder. If you do not still find anything, do not hesitate to contact us.

 

CAN I MAKE CHANGES TO MY ORDER ONCE IT IS PLACED?

We do our best to process the orders in the fastest way possible, so hurry up! If you changed your mind about the purchase, send us an email with your order reference number and clear request to info@dope-factory.com. We will get back to you soon with any update about the possibility or not to satisfy your request.

 

CAN I ADD ITEMS TO AN EXISTING ORDER?

Unfortunately, it is not possible for us to combine orders or add products to an existing order. If you would like to get all items together, you can try to contact our customer care with a clear request and your order reference number. We do not guarantee the possibility to satisfy this type of requests.

 

CAN I CANCEL MY ORDER ONCE IT IS PLACED?

We process every order shortly so unfortunately we do not have the possibility to cancel orders made from Monday to Friday during the opening time of our warehouse (from 8:00 AM to 6:00 PM CET). If you complete an order after our opening time or during the weekend (Saturday and Sunday) and you wanted to cancel your purchase, please contact our customer care. You need to provide essential information in the email for us to be able to help you in the best possible way so always write cancellation and your order reference number. We will contact you informing you if the cancellation was possible or not. Please mind that during sale and bank holidays we cannot stop the process of items being sent.

 

CAN YOU SEND MY ORDER MARKED AS GIFT?

All prices have to be declared correctly on our parcels so we unfortunately could not mark them as gifts.

 

WHAT IS DECLARED ON THE INVOICE?

On your invoice you can find the amount paid for the products and the shipping costs of your purchase. If an item is on sale, we declare the sale price and not the original one. These information could help you if you need to contact your local customs office in order to figure out if you could incur into customs duties.

 

HOW CAN I KNOW THAT MY ORDER HAS BEEN DISPATCHED?

As soon as you will receive our shipping confirmation email with the tracking number of the order, it means that your parcel has left our warehouse.

 

HOW CAN I TRACK MY ORDER?

You can find in our "About" Menu, under "My Account", our track service that works directly through our web store. Just click here

 

CAN I CHANGE THE SHIPPING ADDRESS AFTER MY ORDER HAS BEEN DISPATCHED?

When you will receive our shipping confirmation email, we will not be able to change the shipping details of your order. Therefore, we always suggest to check your order confirmation email in order to be able to contact us immediately if there is something wrong.

 

WHO PAYS FOR CUSTOMS & IMPORT CHARGES?

The charges must be paid by the recipient. We do not have control over these costs, we always suggest to contact your local customs office as custom policies and import duties vary very widely from country to country.

Please mind that some prices could already include the customs duties, if that works for your product, this will be showed directly in the item page.

 

HAVE YOU RECEIVED A DEFECTIVE ITEM?

If you received an item that presents defects, contact our customer care. Please remember to include your order reference number and clear pictures about the flaw of the product. 

 

HOW CAN I RETURN MY ORDER?

Here you will be able to send us your return request entering your order reference number and a valid email address.

We will get back to you as soon as the request will be allowed or not. Please mind that returns must be authorized from us, otherwise your shipment will be refused or we will keep a 20% fee of the value of the order. For every additional information about returns, we suggest to read our return policy.

 

WHEN I WILL GET MY REFUND?

You will be refunded 1-5 weekdays after you receive an email from us about the delivery of your return. Please mind that at high pressure the process of refunds can take up to 14 days. The refund will be issued back to the original method of payment used to complete your purchase.