Last Updated: November 18, 2020

RETURNS

DDMOUSE.com offers a 30-day money-back guarantee on all the DDMouse products (subject to terms and conditions) sold through this website as long as products are returned in as-new condition and in the original packaging materials they were shipped in.

CREATING A 30-DAY RETURN

Please read the following conditions before initiating a return:

• Products must be returned in original packaging, undamaged, and free of any surface blemishes or scratches.
• The return must be initiated within 30 days from when it was delivered.
• The RMA or Order Number number must be clearly marked on the packaging.
• DDMouse is not responsible for the cost associated with shipping your product back to our warehouse for a refund.

At our discretion, we may offer a partial refund or charge a restocking fee, in particular, if any item is not in its original condition, is damaged or if there are missing parts for reasons not due to our error.

To contact our customer support, click here.

EXCHANGES

We will always replace any products that are defective or damaged within 30 days of purchase. We also offer replacements for any items that may become defective during the warranty period.

WARRANTY

• For any product or part that may become defective within 180 days of delivery, we will offer a replacement – 100% free of charge (including return shipping if necessary).
• If any product or part becomes defective after 180 days of delivery (while still within the product’s warranty period), we will offer a free replacement, and you will only have to cover the shipping cost.
• If you are not happy with a replacement, you can also get a store credit.
• If you have purchased a DDMouse product from a retailer and you have not been given any warranty options, we’d be more than happy to honor the warranty ourselves and offer a free replacement or a store credit, excluding any shipping associated costs.

WARRANTY PERIOD

Mice: 2-year manufacturer’s warranty from the date of purchase (depending on the product, certain conditions do not fall under warranty claims).

All other products: 1-year manufacturer’s warranty from the date of purchase (depending on the product, certain conditions do not fall under warranty claims).

Note: Warranty only covers defects of products caused by manufacturing. It does not cover regular wear and tear, including but not limited to, breakage due to abuse, improper usage, water damage, etc. The Warranty also does not cover any cosmetic packaging damage that may be caused through shipping of goods to customer. 

Please contact customer support if you have any issues with our products.

USA SHIPPING

WHAT ARE YOUR SHIPPING RATES?

USA orders

• Standard Shipping (5-10 days*)
• UPS Ground (2-5 days*)
• UPS 3-Day Select (2-3 days*)

*Note: During sales or peak seasons (such as Black Friday) shipping speeds can be delayed past the stated ones. Please note that the shipping speed is only an estimate, we do not have control of any carrier-related delays.

INTERNATIONAL SHIPPING

We ship all of our packages via DHL, the estimated time of arrival is 8-40 days (varies depending on location). Currently, we only provide shipping service to Canada and Europe.

Sometimes, shipping internationally sucks and it takes a long time. Customs can hold up a package for a number of days. Be patient and give it up to 40 days (doesn’t apply to orders shipped using DHL Express). If you think it’s stuck or lost in the mail, let us know by contacting us.

Some countries (Canada, Singapore, Australia, South American countries and a few others) may experience delayed tracking updates. This is normal and the package usually arrives just fine. If you notice that there have been no tracking updates for a while, bear in mind that in most cases, the package still arrives without any issues. If, however, that does not happen and you have not received the package 40 days from the day of shipment, we are here to assist you in the best way possible.

 

WHAT ABOUT DUTIES AND FEES?

Due to the complexity of international laws and taxes, we do not include those fees in orders. You are responsible for any local customs and duties on your order.

We are required by law to disclose the full value of the package contents and cannot alter this value. If an order is refused, then you are responsible for the original shipping expenses, as well as any additional duties, fees, customs or taxes incurred in shipping.

Alternatively, it may be cheaper from you to order locally through one of our retails. Click here to see our retailers list.