FAQ
Last updated: November 11, 2026
Welcome to the Dekmilo Help Center. This page addresses common questions about checkout, the US$59.00 free-standard-shipping threshold, delivery estimates, returns, refunds, and contacting support. For a specific purchase, email service@dekmilo.com and include your order number.
Placing and Managing Orders
1. How do I place an order?
Review the product listing and available variations, add the selected item to your cart, and proceed to checkout. Enter accurate contact and delivery details, review the total, and use a payment option offered for your transaction.
2. Can I change or cancel an order?
Contact service@dekmilo.com promptly, preferably before dispatch. We will try to assist, but changes may not be possible after fulfillment progresses. For a shipped order, the available options depend on the Return & Refund Policy and any mandatory cancellation or withdrawal rights.
3. Which payment methods are accepted?
Available methods appear during checkout. The store's applicable delivery charge and taxes collected by the store are also disclosed before payment.
Shipping and Free Delivery
4. How long does it take to process an order?
Order preparation is normally estimated at 1–3 business days after successful payment confirmation. Business days generally exclude weekends and applicable public holidays.
5. What is the estimated delivery time?
After dispatch, eligible standard carrier transit is generally estimated at 7–15 business days. This is additional to the 1–3-business-day processing period. Carrier conditions, customs, and holidays can affect the timeline; the estimates are not guaranteed delivery dates.
6. Which countries can receive orders?
Availability depends on the products and destination. The following list is a reference for checking eligibility, not a guarantee that each country or address is currently supported. The service actually offered at checkout determines whether delivery is available.
RegionCountryEstimated transit after dispatch, if eligible standard service is availableNorth AmericaUnited States7–15 business daysNorth AmericaCanada7–15 business daysUnited KingdomUnited Kingdom7–15 business daysEuropeGermany7–15 business daysEuropeFrance7–15 business daysEuropeItaly7–15 business daysEuropeSpain7–15 business daysOceaniaAustralia7–15 business daysOceaniaNew Zealand7–15 business daysOther destinationsOnly when checkout offers deliveryEstimate shown for that method
Processing time is additional to these transit estimates. If no method appears at checkout for your order and address, delivery is not available for that purchase.
7. Do you offer free shipping on orders of US$59.00 or more?
Yes. Eligible orders with a merchandise subtotal of at least US$59.00 after product discounts qualify for free standard outbound shipping to destinations supported by an eligible standard delivery method. Shipping charges, taxes, customs duties, and other import-related charges do not count toward the threshold. An eligible standard method has a US$0 outbound shipping charge. Premium services may cost extra.
8. What happens if my order is below US$59.00?
The outbound delivery charge shown at checkout applies. The fee can depend on products, parcel characteristics, destination, and shipping method. Meeting US$59.00 does not make an otherwise unsupported destination available.
9. Is free outbound shipping the same as free return shipping?
No. The US$59.00 threshold covers qualifying original standard delivery, not a customer's change-of-mind return. Voluntary return postage is generally paid by the customer at the carrier's actual quoted rate unless mandatory law requires otherwise.
10. How do I track my package?
Where available, the carrier reference may be sent through the contact details associated with your order. Scans may be delayed. If the parcel is unusually late or appears lost, email service@dekmilo.com with your order number and any tracking information.
11. Will I need to pay import taxes or duties?
International parcels may attract local taxes, duties, and clearance charges. Whether these were prepaid depends on checkout disclosures and applicable law. Charges not collected at checkout may be payable by the recipient where lawful.
12. What if I entered an incorrect address?
Contact support as quickly as possible. We will try to assist before dispatch, but an address cannot always be changed once a carrier has accepted the parcel. Available remedies and lawful charges depend on the circumstances.
Returns and Exchanges
13. How many days do I have to request a return?
An eligible voluntary change-of-mind return may be requested within 30 calendar days after delivery. This period does not shorten mandatory remedies for defective or nonconforming items.
14. How do I start a return?
Email service@dekmilo.com with the order number, item, and reason. For damaged, defective, incomplete, or incorrectly supplied goods, provide photographs where reasonably possible. Support will explain the process and supply an authorized return receiving address if a physical return is necessary. Keep tracking and postage receipts when available.
15. Who pays for return shipping?
Return reasonReturn-shipping responsibilityChange of mind or personal preferenceCustomer normally pays the actual carrier charge unless mandatory law requires otherwiseWrong item or variation supplied by DekmiloDekmilo covers applicable reasonable costs or provides another lawful remedyDamaged or defective productDekmilo covers applicable reasonable costs or arranges another lawful remedyMissing essential parts or material misdescriptionDekmilo covers applicable reasonable costs or provides another lawful solutionNo physical return requiredNo return-postage expense arises
16. How is the return shipping estimate calculated?
For a customer-paid voluntary return, use the carrier's actual quotation for a securely packed, preferably tracked shipment to the authorized address provided by support. The quote depends on the country of origin, return destination, packed weight and size, service speed, tracking, and any applicable customs charges. There is no universal fixed return-postage fee. The original outbound shipping charge, even if it was US$0, is not the return-postage rate.
17. What if the return is our responsibility?
For a qualifying seller-responsibility return, your out-of-pocket return postage is US$0 when we supply a prepaid label or arrange collection. If we authorize you to pay reasonable shipping first, we will explain reimbursement in advance. A lawful resolution may sometimes be offered without requiring the item back.
18. What if my item arrives damaged, defective, or incorrect?
Contact service@dekmilo.com with your order number, an explanation, and photographs when reasonably available. We will review the problem and explain an appropriate repair, replacement, refund, or other lawful remedy. Applicable reasonable return costs are our responsibility for qualifying seller-error or product-conformity cases.
19. Can I exchange or return an item I have used?
Exchanges depend on availability, the reason for the request, and statutory rights. For a voluntary return, items should generally be in their original condition, with supplied accessories, and not used beyond reasonable inspection. Mandatory remedies for defective goods remain available.
20. Where should I mail an approved return?
Only to the address supplied by support for that return. Do not send merchandise to the registered company address below unless we expressly authorize it.
Refunds, Eligibility, and Support
21. How quickly is an approved refund processed?
We ordinarily initiate repayment within 10 business days after approval, unless law requires a shorter period. Refunds generally go to the original payment method. A bank or payment provider may require further time to post the money.
22. Is the original shipping fee refundable?
That depends on the reason for return, checkout disclosures, and applicable law. A voluntary change-of-mind return can differ from a claim about defective or incorrectly supplied goods. Mandatory reimbursement rights take precedence.
23. Do you charge restocking fees?
No. We do not charge a restocking fee for eligible returns. Customer-paid return postage, where applicable, is a carrier transportation charge rather than a restocking fee.
24. Is there a minimum age to shop?
Yes. You must be at least 18 years old and possess the legal capacity to enter into a binding contract to place an order or use a purchasing account. People under 18 must not use these services, even with parental permission.
25. How can I ask about my personal information?
Email service@dekmilo.com with your privacy question or applicable rights request. Depending on law, you may have access, correction, deletion, consent withdrawal, or advertising-related choices. We may request reasonable identity verification.
26. How can I reach customer service?
Email service@dekmilo.com or call +86 15197532684. Business hours are Monday to Friday: 9:00 AM - 5:00 PM (UTC+8, China Standard Time). Include the order number when discussing a purchase.
Mandatory Consumer Rights
This FAQ summarizes common procedures. It does not exclude rights concerning cancellation, delivery, withdrawal, product conformity, return, refund, or any other mandatory consumer remedy. Where the applicable law provides stronger protection, it prevails.
Business and Contact Information
Operating Company: Shaanxi Wanchangnuo Network Technology Co., Ltd.
Unified Social Credit Code (USCC): 91611101MAK6HPP76E
Company Address: Room K957, Unit 2, Building 6, Phase 2, Airport Economic Industrial Park, Airport New City, Xixian New Area, Shaanxi Province
Support Email: service@dekmilo.com
Contact Phone: +86 15197532684
Business Hours: Monday to Friday: 9:00 AM - 5:00 PM (UTC+8, China Standard Time)
Website: dekmilo.com