General Policies

Updated October 7th, 2022

ORDERS AND PAYMENT

We accept Visa, Master Card, Discover, American Express, Klarna and PayPal. Credit Cards are authorized and charged upon order completion. Sales tax will be charged on orders where applicable.

 

SATISFACTION POLICY

We make every effort to deliver merchandise befitting the high standards of quality.  It is our hope that if there is ever a time where you are not satisfied with your order we will work to make it right. 

DPI Merchandising stands by the products we manufacture. If any item is defective or was damaged in shipping or if anything else caused you to be less than satisfied with your order, please reach out to our Customer Service team. 

 

BUSINESS HOURS

The Gear team operates Monday to Friday 9am to 5pm Mountain Time.

 

OUR HOLIDAY CLOSING SCHEDULE

We will be out of office on the following holidays, we will answer correspondence in the order it was received on the next business day. In times of high volume, this may take up to 4 business days for a response, but note your inquiry will be answered as quickly as possible.  

 

  • New Year's Day
  • President's Day
  • Memorial Day
  • Independence Day
  • Labor Day
  • Thanksgiving Day
  • Christmas Day

 

PRE-ORDERS

We will occasionally have items for pre-order and those items have special considerations. Please review this list before you make a pre-order.

 

  • Pre-Order items are goods that are sold before we have the item ready to ship in our warehouse.
  • Pre-orders are charged at the time of purchase, not when we ship them out.
  • If you need to cancel or change a pre-order, please contact Customer Service as soon as possible to ensure your order is updated in a timely fashion.
  • Shipping dates for pre-order goods are subject to change without notice. We will update the product page with any changes as they happen - shipping refunds will not be offered due to shipping delays.
  • Some pre-orders may need to be ordered separately from other items and will be notated as ‘ships alone’ on the product page.
  • Orders containing pre-order items will only ship once all items are ready to fulfill, if your pre-order contains non pre-order items, we will not split the shipment.  

 

ITEMS LIMITED TO ‘1’ PER CUSTOMER

Items that are flagged as "limit 1 per Household" mean a customer household can only purchase one of these items.  We work diligently to eliminate the ability for these items to be purchased in quantity and flipped. We check every order of limited items to make sure customers adhere to this policy.

 

We do this to increase the availability of limited products for fans and to limit access to folks who are purchasing for resellers.

 

It is at our sole discretion to modify or cancel an order(s) we feel has violated our policy on item limits as outlined in our Terms of Use. 

 

If any customer is found violating this policy we will cancel all of the orders containing the limited item and refund your money.  

 

Repeated offenses will result in the customer being banned from all stores managed by DPI Merchandising for one year.

 

DISCOUNTS & PROMOTIONS

Promotions and discount codes are issued and valid for a limited time. Codes and promotions applied after their expiration time are not valid and will not be honored. DPI Merchandising Inc. reserves the right to address issues that arise around the use of discount codes on a case-by-case basis. 

 

If you believe your discount code should have worked, please reach out to Customer Service. Please note, if a promotion or discount has been applied in error, DPI Merchandising Inc. reserves the right to correct and not honor these errors. 

 

DISCOUNT CODE RULES

Only one discount code may be used per transaction. Discounts will have explicit limitations on the items they apply to, which will be clearly listed on the product page. 

 

Discount codes cannot be used for gift card purchases. 

 

Discounts are only valid during the time they are available. Therefore, if you buy an item and it goes on sale at a later date or becomes further discounted, we cannot provide a refund for the difference. 

 

We do not price match other retailers, even if they are offering discounts on products we sell on the Gear store. 

If you wish to cancel your order to repurchase items on sale, you may do so, but we cannot guarantee that the items will be in stock when you go to repurchase.

 

DISCOUNT RESTRICTIONS

Discount codes cannot be used on the following items (this list is not all-encompassing):

 

  • Video Games
  • Collector's Editions
  • Pre-order Items
  • Sale Items

 

TECHNICAL ISSUES WITH VIDEO GAMES OR SOFTWARE

We are not the game studio, if you are experiencing issues with your game software, please contact the studio’s help forum. We cannot assist with technical issues with video games.

 

CUSTOMER SERVICE

Please review our Customer Service Page for information about how to contact us with issues about your order.  

 

YOUR GEAR STORE ACCOUNT

Your gear store account is not tied to your studio account. We cannot assist with any questions relating to purchases made from gaming studios. Please contact their respective customer service teams for assistance.

 

ANTI-BULLYING & VERBAL ABUSE POLICY

We are committed to providing a respectful and safe environment for our customer service team. Any form of bullying or verbal abuse from customers will not be tolerated. If a customer exhibits abusive behavior, we reserve the right to cancel all open orders and ban them from future purchases. This policy ensures that our staff can perform their duties without fear of harassment or mistreatment. We value respectful interactions and are dedicated to maintaining a supportive atmosphere for both our employees and customers. 

 

USEFUL LINKS: