Customer Support Requests:
**We are experiencing a higher volume of emails due to Covid-19. If you have any issues with your order, please follow the steps and options below before you contact us. If your issue is answered below and you reach out to customer support, we will not be able to respond.
SUPPORT TOPICS (CLICK THE TOPIC TO SHOW INFORMATION):
If you placed an order and need to change the address, email support@dickatyourdoor.com or fill out the contact form below with your order number, the new name+address for the order and make sure to have the subject of the email be "Address Change". Please note, if your order has already processed and shipped, we cannot change your address and you'll have to contact the USPS to re-route the package.
If your order is delayed, still in transit, or did not arrive within a certain date, you will have to contact the shipping company associated with your tracking number. Once the package leaves our hands, we are no longer in control of the package. All shipping and processing times are estimated and not guaranteed per our terms and conditions.
Contact information:
USPS: 1 (800) 275-8777
**It is sometimes faster to contact your local USPS office for help
FedEx: 1 (800) 463-3339
If your tracking number shows that it has shipped, but the information has not updated, here is what you can do:
1. If the tracking shows "Label Created, not yet in system" and it has been more than 7 days, it likely means the USPS has lost your package at some point and has not scanned it into the system. When labels are created, the USPS picks them up the same day. You can submit a replacement request by filling out the form below or sending an email to support@dickatyourdoor.com with "Replacement" as the subject.
2. If the tracking information shows "In transit, arriving late" it means they are behind schedule for some reason or there is a delay. Certain events like wildfires, coronavirus and other issues can cause a package to arrive later than expected. You should contact the USPS for further information:
USPS: 1 (800) 275-8777
**It is sometimes faster to contact your local USPS office for help
3. If the item was returned to sender, or sent to dead mail, it means that the information you provided on the package was not accurate, or the recipient moved and did not issue a forwarding address. You can set-up a reshipment of the product here.
If the item was returned to sender, or sent to dead mail, it means that the information you provided on the package was not accurate, or the recipient moved and did not issue a forwarding address. You can set-up a reshipment of the product here and make sure to use the same email as the original order so we can match it with the correct previous order.
If your package was marked delivered, but it doesn't seem to have been delivered, you can contact your local USPS facility or see the USPS help topic on what to do here. Once the item leaves our hands, we no longer have control of the package and have fulfilled our end of the purchase agreement. You will have to go through the USPS to resolve the matter.
If you ordered a product that melted during transit, please follow these steps:
Step 1: Determine if you chose insulated shipping. If you did choose insulated shipping and it melted, please proceed to step 2. If you did not choose insulated shipping, unfortunately we cannot send a replacement or issue a refund.
Step 2: If you purchased insulated shipping and your product melted, please email support@dickatyourdoor.com with your order number and a picture of the melted item, and we will send a replacement or issue a refund. If you do not provide a picture of the melted item, we cannot send a replacement or issue a refund.
If you did not receive a confirmation email or SMS with your tracking details, please follow the steps below:
1. Check your spam, junk or promotions folder for the email used during purchase.
2. If you still do not see the tracking information, please email support@dickatyourdoor.com with your order number and the subject of the email "Tracking Information".
FREQUENTLY ASKED QUESTIONS:
Yes, packages are shipped from our generic warehouse address without any of the customer information in or on the package or label. It's addressed to the recipient and the return address shows our address, not yours.
No, none of your information is on the outside or inside of the package. Just what you ordered and our generic warehouse return address.
Packages are processed and shipped typically within 1-3 business days. This is considered the processing time and does not include time in transit. Time in transit depends on the shipping option you choose at checkout. At certain times around holidays or when orders are higher than normal, we maybe not be able to get packages out within 3 business days.
Unfortunately we are not allowed to disclose customer information due to privacy issues. You will have to wait for the sender to reveal themselves!
Yes! Keep your eyes out for our Holiday Collections coming soon!
For other holidays, we usually release products 3-4 weeks before the holiday.
Yes, for items that allow customizations, you will see a little check box below the product headline. Check that box and customize the product with the message of your choice. We will also be introducing digital messages soon!
DO NOT CONTACT US THROUGH THE FORM BELOW IF YOUR ISSUE IS COVERED ABOVE AS WE WILL NOT RESPOND.
Contact Us
Should you need to contact us about another question or issue, please fill out the form.
Location
San Diego, CA
Operating Hours
Monday to Friday: 8:00AM - 8:00PM
Saturday & Sunday: Closed
Phone
We are unavailable for phone support.
support@dickatyourdoor.com
