FAQ

Impressum of our NA Store

Goods from the selected region are sold to you by:

Dotexe, LLC

3200 E Spring St, Unit B, Long Beach CA 90806.

Email: contact@dotexe.com

Terms and Conditions: https://dotexe.com/pages/return-refund-policy

Privacy Policy: https://dotexe.com/policies/privacy-policy

Return / Refund Policy

Returns/Exchanges

https://dotexe.com/pages/return-refund-policy
Our policy lasts 30 days. If 30 days have gone by since your purchase, we, unfortunately, cannot offer a refund or an exchange.

  • To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
  • Several types of goods are exempt from being returned. Custom goods, including all jerseys, team sweatshirts, dryfit, and all other sublimated items cannot be returned or exchanged. When making a custom purchase, please be mindful of the order details and size charts because all sales are final for those items.
  • To complete your return, we require a receipt or proof of purchase and your order number. Please contact our Service Provider’s customer service department via email: contact@dotexe.com Our team will be happy to assist and provide you details on whether an order is eligible for a return/exchange. If so, they will provide instructions on how to return/exchange an item.
  • There are certain situations where only partial refunds are granted (if applicable). Any item not in its original condition, damaged or missing parts for reasons not due to our error. Any item that is returned more than 30 days after delivery.

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

  • If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at contact@dotexe.com.

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at contact@dotexe.com and send your item to 3200 E Spring St, Unit B, Long Beach CA 90806.

Shipping
To return your product, you should mail your product to: 3200 E Spring St, Unit B, Long Beach CA 90806
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance

 

    Frequently asked questions

    Where is my order?

    When you submit your order, you will receive an order confirmation email. When your order has processed and left our center, you will receive a shipping confirmation email. The tracking details for your shipment can be found in the shipping confirmation email and also through “My Account” on our website.

    How will my order be shipped?

    All orders are shipped via UPS Ground or USPS.  International orders will be shipped via UPS.  

    How do I exchange/return my order?

    Please send an email to contact@dotexe.com with your order number and exchange/return reason.

    How long do I have to return my order?

    You have 30 working days from the date an order was placed to return your order.

    When will I receive my refund?

    Once we have received your return, refunds will be processed within 7 working days back to the original payment method used on your order. 

    What if my items are damaged or defected? 

    Please contact us within 48 hours of receiving your damaged or defect items. Our team will request photographs of the damage and once everything is confirmed, arrange an exchange for your order or collection for a full refund. 

    What are my payment options?

    You can pay for your order using PayPal or by Credit/Debit card (all major credit/debit cards are accepted). All orders are required to be paid in full before being dispatched. 

    Can I change an order after it has been placed?

    If you need to make any changes to your order, including items, delivery address, or cancellation, you can do this as long as the order status is still “Processing” in your account. 

    To change your order, please contact us with your order number and what you would like to change.

    Pre-order Sales

    When purchasing an item on pre-order shipping dates will be added to the item so you know when delivery will take place. This could be updated during the pre-order sale so please check back to the product page with any updates. All products purchased with the pre-order item will not ship until the entire order is in stock. If other items are needed as soon as possible two orders would need to be placed.

    How do I cancel an order?

    If your order is still “Processing”, please contact us with your order number stating you wish to cancel your order. Please note: We can only cancel your order if it is “Processing”. Once an order has shipped, it cannot be cancelled. You can view your order status in the “My Account” section by selecting “Order”.

    How do I change my Delivery Address?

    If your order is still “Processing”, please contact us with your order number and the new delivery address. Please note: Once an order has shipped, the delivery address cannot be modified. You can view your order status in the “My Account” section by selecting “Order”.

    If you need to change your address for a future order, you can do this in the “My Account” section by selecting “Address”.

    How do I change my contact info?

    You can edit all contact information in the “My Account” section by selecting “Account Details”.

    How can I reset my password?

    You can change your password in the “My Account” section by selecting “Account Details”.  

    Why are some products not visible in my region, but available in others?

    We are working with several vendors across multiple regions to develop, produce and deliver top quality products to our fans. Though we work to provide as many products as possible to all our fans, there are warehousing, logistical, and licensing restrictions that prevent us offering all products in each regional store. Therefore, not all items are available across the site. You may still have the option to purchase these products by changing your region, but please note that higher shipping fees may apply.

    Still questions?

    Please send an email to contact@dotexe.com and we will give you an answer within 24 hours.