Returns & Refund Policy

 

GENERAL RETURN POLICY

Unopened, unused items in original packaging in new condition can be returned within 30 days of delivery of the package  for a full refund excluding the original shipping costs. Additionally, return shipping is the responsibility of the customer, not the Gear Store. 


RETURN PROCESS

To start the process for returning items, please reach out to Customer Service. 


DO NOT RETURN ITEMS OR ORDERS TO THIS ADDRESS WITHOUT GOING THROUGH CUSTOMER SERVICE, ORDERS NOT AUTHORIZED THROUGH OUR CUSTOMER SERVICE TEAM WILL NOT BE ELIGIBLE FOR REFUND, EXCHANGE OR RETURN.


AN RMA NUMBER IS REQUIRED TO PROCESS ANY RETURN. A RETURN WITHOUT AN RMA NUMBER WILL NOT BE REFUNDED.YOU HAVE 30 DAYS FROM THE DATE THE RMA IS ISSUED TO RETURN YOUR ITEMS. IF MORE THAN 30 DAYS HAVE PASSED THE RMA WILL NOT BE HONORED


DPIM Logistics

℅ RETURNS
245 Industrial Dr.
Roseburg Oregon, 97471


Situations where an item or items MAY NOT be returned or refunded for any reason except where applicable by law.


  • A returned shipment that does not have an RMA number provided by Customer Service
  • Made to Order Products
  • Items that have been opened
  • Items that have been damaged or are not in their original condition.
  • Any Item that has missing parts or has been played with.
  • Any Item returned more than 30 days from the time the items were received by the customer.
  • Any items that were not purchased from the Gear Store.
  • Any product(s) that were sold as part of a bundle, unless the entire contents of the bundle are returned complete.
  • Any item sold during a limited time window of purchase.


MADE TO ORDER PRODUCTS

All made to order products, including but not limited to e.g., custom apparel***, and bags are considered final sale and are not eligible for return or refund unless the item arrives damaged or defective, in which case you must contact our customer support team within 7 days of receipt. ***Prior to ordering, please verify the correct size with the size chart provided on each product page as apparel blanks may slightly differ in measurements.


EXCHANGE POLICY

We do not exchange products ordered in error. You can return a product ordered in error under our General Return Policy guidelines. 


DAMAGED OR DEFECTIVE ITEMS

If you've received a product that was damaged in shipping or defective, you will have fifteen (15) days to file a claim with the insurer. If you have questions about this process, please reach out to Customer Service. 


RETURNING LIMITED EDITION & COLLECTOR'S EDITION ITEMS

Limited-Edition items are produced in limited quantities.  DPI Merchandising Inc, reserves a very small percentage of limited items for customers who might potentially receive damaged goods.

We will make all possible considerations to address issues that arise from Limited-Edition items that arrive damaged to customers. However, if our supply of replacements is exhausted we will offer the customer a refund of the item's purchase price. These cases fall under our standard return policy.


IF we can replace your Limited-Edition item with a reserved item, the following rules apply to receive the replacement item:

  • Photographs or Video of the damaged item will be required to be sent to our customer service team.
  • Customers will need to remove, deface or destroy the numbered component and show proof of that action to get a refund or replacement.
  • In limited cases, we will request a return of a Limited Edition item to create a reshipment order or to issue a refund.


You may think this policy is strange, but this is done to preserve the numbered edition for all collectors.


We always approach these situations with the utmost empathy. We address every issue with our Limited-Edition items personally.


Please reach out to Customer Service with questions regarding this policy or issues you have with your Limited-Edition Item. 


After the 30 days window of all Limited Edition items being received by customers, we may ‘release’ any items held back for customer damages, please note these ‘released’ items are part of the original limited edition amount. 


RETURNS ON VIDEO GAMES, SOFTWARE & MUSIC

Any opened computer software, music or video games CANNOT BE RETURNED for any reason, ever. 

RETURNS, EXCHANGES & REPLACEMENTS ON REDEEMABLE CODES

The Gear Store from time to time may offer codes for in game items. If you have received a code that is invalid. Please reach out to Customer Service with your issue. We will work with you and the studio  to remedy any issue to the best of our ability. However we cannot guarantee replacement of lost or invalid codes.


DPI Merchandising Inc, cannot replace codes for the following non-exhaustive list of reasons

  • The time limit to use the code has expired
  • The code was entered improperly
  • The code was entered for the incorrect game or platform
  • The code was transferred to a person that was not the original customer the code was issued to.
  • The customer entered an incorrect email at time of purchase.
  • This makes the code unrecoverable and unverifiable. No exceptions.


DPI Merchandising Inc, reserves the right to investigate order returns and withhold potential refunds that stem from the purchase of an item that qualified for an in-game item code.


REFUNDS POLICY

Refunds can only be made to the original purchase method provided at time of checkout.  

If we are unable to process a refund to your original payment method we can offer store credit via a gift card.  


Refunds CANNOT be made to alternative payment methods, new cards or accounts.  Please contact your payment process or bank for information about how to receive refunds from online purchases made from cards or accounts that are no longer active or valid.


REFUNDS ON VIDEO GAMES & SOFTWARE

Any opened computer software, music or video games can only be exchanged for an identical item.


Any opened computer software, music or video games CANNOT BE REFUNDED for any reason. 


Refunds will not be offered on items that go on sale post purchase.  If an item has not shipped, we can cancel the original order and you are able to reorder from the sale, but if an item sells out and your order has been refunded you lose the item. Additionally, if an item has shipped no refunds will be extended. 


GENERAL ORDER CANCELLATION POLICY

Under most circumstances orders that contain in-stock items CANNOT BE CANCELED before the order ships.


PRE-ORDERS CANCELLATION POLICY

Orders that contain Pre-Order items can be canceled before the order ships under the following conditions.

  • Generally only the pre-order items in an order can be canceled. 
  • The pre-order item(s) are not limited edition, timed edition or exclusive items that fall under our Made to Order Items Policy
  • Your customer service request to cancel an order or items was made well in advance of a pre-order item(s) being in stock. 


ORDERS THAT HAVE BEEN SHIPPED CANNOT BE CANCELED


Once you place an order that order goes directly into our warehouse system's fulfillment queue.  Once an order is in the fulfillment queue it will be fulfilled during normal business hours. Orders that have shipped can be returned under our General Return Policy guidelines.

 

INTERNATIONAL ORDERS RETURNS & REFUNDS

 

UK & EU ORDER RETURN & REFUND POLICY


Customers that order from the UK and EU have explicit rights that extend our General Returns Policy.


It is for International customers to review and be familiar with their rights regarding international orders. A summation of these rights can be found here

  • You have 30 days from the day you receive the goods to request a return on an order.
  • All shipping costs are the responsibility of the purchaser requesting the return of goods.
  • If you want to download digital content within the 30-day cancelation period, you must agree to waive your cancelation rights.
  • A refund will be issued within 14 days of DPI Merchandising, Inc. receiving the returned goods or if a receipt confirming proof of postage for the item being returned.
  • A refund of the Basic Delivery Cost will be issued within 14 days. Enhanced delivery costs will not be refunded.
  • EXCEPTIONS include: CDs, DVDs or software if you've broken the seal on the wrapping, perishable items and tailor-made or personalized items. They also include goods with a seal for health protection and hygiene reasons that's been broken.