FAQs

 FREQUENTLY ASKED QUESTIONS

1- How many items can I buy in one purchase?

Orders are limited to 10 units of each product per person.

2- I placed an order. When will my package arrive?

All packages ship via China Post. The processing time for orders is 3-5 business days. After that, delivery time are as follows as reference:To the United States and EU is 7-15 business days, and 10-15 business days to Asia Countries, and to Africa Countries, 15-30 days, and to Central South America, 15-30 days, and to South America Countries, 15-60 days.Please keep in mind that during holidays or limited edition launches, this time may vary. Thank you for your patience. Please refer to our Shipping Policy.

Please take into consideration that these are estimated ship times and there are many reasons that packages can be delayed which are out of our control.

3- What method is used for shipping?

All packages are shipped default via China Post. If you need fast shipping, you need to add the shipping cost, please contact with us for DHL/Fedex/UPS shipping.

4- How Can I get in touch with your customer service team?

For customer service inquiries only, please E-mail support@duyio.com

5- I mailed your customer service team. When should I expect a response?

We aim to respond to all E-mails within 48 hours. Please note that this timeframe may be extended during and immediately after launches.

6- Do you offer Returns?

No. All sales are final. Please refer to our Refund Policy. Please note, DUYIO reserves the right to refuse all returns. In the unlikely event that a product arrives not as described, we will only send replacements for damaged/missing product within 14 days of receipt of package. Customer must include photos of the issue including the packing slip.

7- I am international customer (Outside China). Do I have to pay customs and Taxes?

All packages are shipped via China Post. Items shipped outside of China may be subject to import duties, taxes and/or charges which are not included in the total cost of your order, nor will they be covered or reimbursed by DUYIO. We are not responsible for any shipping deliveries that may be affected by customs, natural occurrences, transfers from China Post to the local carrier in your country or air and ground transportation strikes or delays once the package has exited China. Please check with your country’s customs office to determine what these additional costs will be prior to placing your order.

8- I have not received my order confirmation. What should I do?

Order confirmations can sometimes take up to 24 hours to receive due to high demand. If you have not received your order confirmation E-mail after 24 hours, please contact us at support@duyio.com with your inquiry.

9- Do I need to set up an account to place an order?

No, but by setting up an account, you become a DUYIO VIP member and have access to order and shipping information. You will also be added to our email list for exclusive updates in the future.

10- Can I change my order once I’ve placed it?

No, once you place an order it is final.

11- I’ve forgotten my password. What should I do?

To reset your password, go to https://duyio.com/account/login and click on “Forgot your password?” above the sign-in button. You will then be prompted to enter your E-mail address you used to create your account. Once you submit, you will receive an E-mail notification with a link to reset your password. Once you’ve done this, you can log in with your new password as normal on this page: https://duyio.com/account/login

12- Why Haven’t I received my Tracking Number yet?

Items can take 3-4 days to be processed and shipped from our warehouse. Once your item has been shipped you will receive an email with your tracking number.

13- Why isn’t my tracking number providing any information?

Shipping information can take 24-48 hours to be processed by China Post. If tracking information is still unavailable after this period of time, please contact us at support@duyio.com.

14- Why does my package show it’s been delivered when I still haven’t received it?

Please contact your local post office depending on which service you chose at checkout. The courier will have the most up-to-date information to help you locate your order. We will do all we can to help you with the process, but, we cannot be held liable for lost or stolen packages that are showing they have been delivered.