FAQs
1. General questions
What is the status of my order?
Once you have placed your order, we will send you a confirmation email to track the status of your order.
Once your order is shipped we will send you another email to confirm you the expected delivery date as well as the link to track your order (when the delivery method allows it).Â
Additionally, you can track the status of your order from your "order history" section on your account page on the website or contact us at support@dlibaas.com
Can I change my order?
We can only change orders that have not been processed for shipping yet.
Once your order is under the status "preparing for shipping", "shipping" or "delivered", then we cannot accept any edits to your order.
To make changes to your order, please reach out to support through the email within 24hrs at support@dlibaas.com
Where do you ship?
We currently ship in the United-States and Canada.
For shipping outside of these countries, please reach out to our support through our email.
How long does it take to ship my order?
Once you've placed your order, it usually takes 24 to 48 hours to process it for delivery.
Standard shipping time for the countries covered by our delivery partners are presented below. You can find them when choosing for a delivery method before confirming your order:
- United-States: 3-5 days
- Canada: 6-7 days
2. Payment
What payment methods do you accept?
You can purchase on our website using a debit or credit card.
We additionnaly offer support for Paypal, Amazon Pay, Apple Pay, and Google Pay.
You can chose these payment methods at checkout.
Which currency will I be charged in?
We currently only support the following currencies for charging our customers in their local currencies: USD, CAD and EUR.
If your credit or debit card use another currency, then you will be charged in USD, CAD or EUR, depending on the website you are on. Your bank will apply the corresponding  conversation rate of the currency you choose.
Do you offer 3 or 4 times payment option?
Currently not at the moment.
3. Shipping
Where do you ship?
We currently ship in the United-States and Canada.
For shipping outside of these countries, please reach out to our support through our helpdesk.
How long does it take to ship my order?
Once you've placed your order, it usually takes 24 to 48 hours to process it for delivery.
Standard shipping time for the countries covered by our delivery partners are presented below. You can find them when choosing for a delivery method before confirming your order:
- United-States: 3-5 days
- Canada: 6-7 days
Do you offer fast shipping?
We offer fast shipping on a select number of countries:
- United-States: 24hÂ
- Canada: 24hÂ
Rates depend on the weightÂ
You can select fast shipping after having entered your delivery location.
How can I track my package?
Once you have placed your order, we will send you a confirmation email to track the status of your order.
Once your order is shipped we will send you another email to confirm you the expected delivery date as well as the link to track your order (when the delivery method allows it).
Additionally, you can track the status of your order from your "order history" section on your account page on the website.
What if I'm not home?
If you're not home, a new delivery will be performed the next day or the delivery partner will reach out to schedule a new delivery date depending on the country and delivery method you choose.
You may also have to go to your local post office to collect your package in case it cannot be delivered to you.
Will I pay taxes for international shipping?
Deliveries in Europe will have to pay custom taxes.
Our delivery partner will handle the clearance and will invoice you in local currency for the duties and taxes linked to your order.
For more information, please refer the to website of the delivery partner handling your delivery.
4. Returns
Do you accept returns?
Dlibaas does not currently offer refunds. We do however accept returns for store credit or we can do exchanges if the item is available.Â
Any additional questions regarding return, you can always contact us at support@dlibaas.com
Instructions for Return:
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You can start the return/exchange process by sending us an email at support@dlibaas.com
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After your return has been accepted you can mail back item(s) to the address emailed to you. If you choose to use the prepaid label, $10.00 will be deducted from your store credit. Please note that the prepaid label must be used within 3 business days or it will expire.
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Once we receive your return we will send you an email with your store credit code within 2-3 business days.
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Please note dlibaas is not responsible for lost or stolen packages. We will do our best to help you locate your package but the customer is ultimately responsible for filing a claim with the shipping company.
5. Other questions
Do you have physical stores?
We currently don't have any physical stores under our brand name. However, we do have several distributors in the US and Canada.
The full list of stores that resell our products can be found on our stores locator map.
Is there a warranty?
We guarantee any of our product made by us and sold through our online store to be free of defect. We would gladly accept any return or exchange request resulting from a defective item granted they respect the following conditions:
- The item must have been sold on our online store
- The item shouldn't have been used in any way
- The return or exchange request is made within 1-2 days of delivery
If you have a return or exchange request resulting from a defective item please reach out to our support for more information on how to proceed.