Return to Help Index
|Did my order go through?|
|You will receive a confirmation email very shortly after you place an order with DormCo to verify that the order was placed. The email will have a large number up top that serves as your order confirmation number. Please keep track of this number, as it will be needed if you have any further inquiries regarding your order.
Once your order ships, you will receive a second email confirming that it has shipped.
|Exchanging a product|
If you received a product but would like to exchange it for another, you may ship the item or items back to DormCo. All items sent back for exchange must be in unused, new condition and have their original packaging. Washed bedding materials cannot be exchanged. Shipping costs for sending a product back are covered by the customer. DormCo allows exchanges up to 120 days from when a product was purchased.
include your packing slip when sending an item back for an exchange, and
CLEARLY INDICATE that you’d like to exchange the item. Please contact customer service if you need a new packing slip. Please clearly write the
full name of the product as it appears on DormCo’s site that you’d like to
exchange to. Please also include the product code of the product that you’d
like to exchange to. The product code can be found under the “Availability” of
a product just beneath its listed price on DormCo’s site. If it’s a product
that has options, (such as colors) please indicate which option you’d like. The
exchanged item will ship to the same shipping address as on the packing slip
unless otherwise indicated.
If the exchanged item costs more than the item being sent back, we will contact you to take payment for the difference. If it costs less, we'll refund the difference back to you. Sale prices for exchanged products will be honored only if the item is still on sale when the item is checked into our warehouse.
DormCo does not charge shipping to send out the exchanged item and there is no restocking fee. All exchanged items will be sent out with standard 4-8 business day delivery. If you require faster shipping, it’s best to just return the item for a refund and place a new order online and select a faster shipping option. Ship back to:
|Has my order shipped/when will my order ship?|
|Click the "My Account" link at the top-center of our site to check your orders status. Once you are in your Dorm Co account, you will be able to choose "Review Orders / Track Packages." This section will give you up-to-the-minute information on your order status.
You will receive an email that says your order has shipped, and it will include your tracking number, if available. NOTE: This email is separate from the initial email you'll receive which confirms your order was placed.
Orders ship from DormCo's warehouse within 1 business day of your order being placed. Please see each individual item's page on the site for more information on how quickly that item will ship out. In the rare case of an item not shipping within one business day, it is probably a custom-made item or is experiencing very high demand.
|I received a damaged or defective item|
|Please contact us upon receipt of your order if you receive a damaged or defective item. An item that arrives damaged or defective with documentation can receive a free replacement. To do so, please contact DormCo by emailing [email protected] with your order number and photos.
If a replacement is not wanted, a defective or damaged item can be mailed back for a refund via our standard return policy. DormCo does not issue return shipping labels or cover the return shipping costs on a damaged or defective item that the customer wishes to return for a refund.
If damage or a defect becomes present under normal use of an item and you received your item within the last 90 days, please contact our Service Team at [email protected].
|I received the wrong product|
|If you feel that you have received the wrong product, please contact DormCo's Service Team by emailing [email protected] within 5 days of receiving the product.|
|How do I change quantities or cancel an item in my order?|
|Once an order is placed and you have an order number, the only way to change a quantity or cancel an order is to email [email protected]. "URGENT" should be included in the subject line for a faster response. It is important to note that if your order has already shipped or passed certain stages of our shipment processing, we will not be able to make a quantity adjustment or cancellation.|
|How do I track my order?|
|Click the "My Account" link at the top-center of our site to track your order. Once you are in your Dorm Co. Account you will be able to choose "Review Orders / Track Packages." This section will give you up-to-the-minute updates on your order status. If your order has shipped, you will see a tracking number next to where it says "shipped."
Usually the mail carrier (UPS, FedEx, or USPS) will be listed next to the tracking number. At times, the carrier will change from the carrier shown. If the tracking number does not work, try inserting it on another carrier's site. For example, if the carrier listed is FedEx, try the same tracking number at both the websites of UPS and USPS.
NOTE: Once your order has shipped, you will receive an email with a tracking number.
|My order never arrived.|
|Click the "My Account" link at the top-center of our site to track your order status. Within your DormCo account, be sure that all of the items in your order have shipped already. If your order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered," please contact DormCo customer service ([email protected]) for assistance.|
|An item is missing from my shipment.|
|Click the "My Account" link at the top-center of our site to track your order status. Be sure that all of the items in your order have shipped already. If you order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered," please contact DormCo customer service ([email protected]) for assistance.
Please also check your paper packing slip. If an item is on backorder, it will be circled and say “Backorder” next to it.
|My product is missing parts.|
thoroughly check the product, all of its packaging, and the surrounding
area for any product parts. If unable to locate the parts in question,
please contact DormCo customer service for assistance at [email protected] or 888-925-2899 within 30 days of receiving the product.
|When will my backorder arrive?|
items typically take 4-6 weeks to restock but may take more or less
time depending on the individual product. Once a backordered product is
back in stock, we will immediately ship it to you. For a more specific
estimated timeframe for a certain product, please e-mail [email protected] or call 888-925-2899. If at any point a backordered item is not able to be restocked, we will promptly refund the cost of the item that was on backorder.