Dockem Free Shipping Truck     Free shipping within the USA!     |   Reasonable International Rates

FAQ

Order Status

If your order was shipped you should have received a confirmation from us to the email address associated with your order or account. Please check your spam folder and ensure you can accept emails from customersupport@dockem.com

If no email was received please log into your account and check your order history. If your "Fulfillment Status" says "Fulfilled" then your order was shipped.

If you experience any issues with your order, please contact us.

If your order status is still "Unfulfilled" we should still be able to make changes to the items from your order

We will not be able to add quantities to your order.

We can remove items and quantities of items. We can also do an even exchange (For example, If you accidentally ordered an iPhone X case and need to change it to an iPhone XR case, we can make that change.)

Once your order is "Fulfilled" we'll be unable to make any changes. We are happy to accept returns.

If you have any questions, please contact us.

Log in or click on your name at the top right hand side of our site to track your order.

For Domestic Orders (Within USA): Log in or click on your name at the top right hand side of our site to track your order status. Be sure that all of the items in your order have shipped already. If your order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If you packages each show a status of "delivered," please contact customer support for assistance here.

For International Orders (Outside of USA): Most international orders are shipped via USPS First Class Mail International Package service. USPS estimates that it will take 7-23 days to be delivered, although in rare circumstances it can take longer due to customs in your country. Be sure you understand customs and duties obligations in your country before ordering. It is not our responsibility to pay customs duties. Note that tracking information will not be updated in the USPS tracking system once your package leaves the USA, and the last update will show that it arrived at the departure depot here in the US (this is often Jamaica, NY or Miami, FL). This is normal and does not mean that your package is stalled - you package is still on its way and this is the last update you will see.

Log in or click on your name at the top right hand side of our site to track your order. Be sure that all of the items in your order have shipped already. If you order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered", please contact customer service for assistance.

My Account

Click on "Log-In" in the upper right of the screen.

Under "New Customers," enter your Name, Email Address, and Password. Then, click "Sign Up."

If you're in the USA and your order is over $5, shipping is free.

For international customers, shipping is automatically calculated prior to submitting your payment information. Simply add items to your cart and proceed to the Checkout page where you will be offered Shipping Method choices and their prices.

If you forgot your password, please click on "Forgot your password?" prompt in the Log In area.

Submit the email address associated with your account.

We will send a message to that email address detailing how to reset your password.

If you feel that you have received the wrong product, please contact customer service within 72 hours of receiving the product.

Most orders will ship within 24 - 72 hours after the order is placed. For shipments within the US, they are typically delivered 3 - 7 business days. For international shipments (outside of US), they are typically delivered in 2 - 4 weeks.

After placing your order, you may log into your store account to track the status of your order. You will receive a shipment confirmation when your order has shipped and tracking information within 24-48 hours of shipment.

International Shipping

We ship to most of the world. The simplest method for checking this is to add an item to your cart and continue through the checkout.

During the checkout process you may choose any of our current payment options and continue to place your order. Please note that we will not ship your order until we receive payment from you. For international orders over $100, we ask that you please check out via Paypal. Please know that our checkout system may not accept some international credit cards, however you always have the option of checking out via Paypal with your credit card which may give you less issues for international orders.

Shipping is automatically calculated prior to submitting your payment information. Simply add items to your cart and proceed to the Checkout page where you will be offered Shipping Method choices and their prices. Within the USA, shipping is free for orders over $5. We will ship your order shortly after we receive payment from you. Please note that the shipping charges you pay us do not cover any duties or tariffs that may be charged by customs in your country. It is your responsibility to understand the customs laws in your country prior to placing your order.

Returns 
We allow returns up to 30 days after receipt of your item. If 30 days have gone by since your purchase was delivered, we may not offer you a refund or exchange. We do make exceptions, however, so please don't hesitate to reach out and explain the situation.

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. 

To complete your return, we require a receipt or proof of purchase. 


Please note that all of our products are covered under a standard 6 month warranty, so if you have issues with your product please reach out to our support team to evaluate your options.

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 support@dockem.com. 

Exchanges
We will replace items if they are defective or damaged, and in most cases are happy to process an exchange if you accidentally ordered the wrong size. If you need to exchange it for the same item, send us an email at support@dockem.com and send your item to: Dockem, 630 SECOND STREET REAR, Whitehall PA 18052, United States. 

Shipping 
To return your product, you should mail your product to: Dockem, 630 SECOND STREET REAR, Whitehall PA 18052, United States 

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 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. We don’t guarantee that we will receive your returned item.

Policies

See our Privacy Policy Here

This website is protected with SSL (secure socket layer) encryption, the highest standard in Internet security.

Pricing and Billing

Credits usually take 7-10 business days from the time we receive your item(s).

Your credit card will be charged within 24 hours prior to shipment of your item(s).

Buyer's Guide

To find the product(s) you're looking for, you may (1) use the navigation menu on the top of our website. (2) type a keyword into the SEARCH box. If you have any trouble locating a product, feel free to contact customer service for assistance.

To navigate this website, simply click on a category you might be interested in. Categories are located on the top. You may also type a keyword into the SEARCH box to quickly find a specific product. If you have any trouble locating a product, feel free to contact customer service for assistance.

Something Else?

If you have any questions for us, please reach out to us by clicking "Contact Us" at the top of this page or by clicking here.

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