FAQs

FREQUENTLY ASKED QUESTIONS

ORDERS & SHIPPING

How long will my order take to get to me?

Orders typically ship within 2 business days of receipt during non-peak times or seasons. In peak seasons (Thanksgiving through end of January or other seasonal sales) please allow 3-5 business days for your order to be processed. Upon shipping, you will be notified by email with a tracking number. 

 

 

How do I track my order?

When your order ships you will receive a separate email providing you with a tracking number to track your order.  Sometimes this email gets sorted into spam or promotions folders so be sure to take a look in there if it feels like you have been waiting a little too long.
You can also log into your account and click on the order in question to see the status.

 

Do you ship internationally?

No

 

My order never got to me, what do I do?

Oh no! Hopefully this doesn’t happen but if it does, although our shipping carriers work independently from Dumbloud to deliver your package, we’ll figure this out together!  
If it's been marked delivered and it's only been one day-sit tight! Sometimes the carriers scan it before it gets to you.  Keep an eye out for the next few hours!

If the tracking hasn’t been updated in an unusually long time or if it was never updated since it was made, chances are it was lost in transit. Please file a claim with the carrier.  If there is no conclusion after two weeks, please let us know at customer@tokerx.co and we will look into replacing or crediting you for your order.

If the shipping address was a temporary location, we do not assume responsibility if the recipient is no longer at that address upon delivery within the projected shipping timeline.  

RETURNS & EXCHANGES

What is your return/exchange policy?

All Dumbloud products are guaranteed for 60 days after purchase date. If any issues arise during that time, the item can be returned for a full refund or exchange. The item must have been purchased from dumbloud.com Items must be returned in their original condition . For example, this means that as much as we love dogs - products cannot be returned with dog hair (or human hair) due to allergy/sanitary reasons. If used items are returned a partial refund may be given in the form of store credit.

If your Dumbloud item was purchased at one of our retailers, unfortunately an online return/exchange cannot be made.  Please contact the store about making a return/exchange.  

How do I make a return/exchange?

Email us at customer@tokerx.co


Please allow about 1-2 weeks for processing once the return/exchange reaches us. Additional delays may occur. You will receive an email confirmation when your return/exchange has been processed (be sure to check your spam folder).



Do you offer returns/exchanges for international orders?

Yes and no. Unfortunately we do not provide prepaid labels for international orders but they can be shipped back on the customer's own accord for a refund or store credit. The shipping fee will not be refunded.

Can I make changes to my order before it ships?

Unfortunately, we cannot make changes or cancel an order after they have been submitted.

An item may only be canceled if it is on pre-order. If you would like to cancel a pre-ordered item, shoot an email to customer@tokerx.co with your order number and we'll handle that for you.

 

My item arrived damaged, what should I do?

Please send a photo to our Customer Experience team at customer@tokerx.co and include your order number so we can look into getting you a new one!

 

Can I ship my items back on my own accord?

Yes!  If you opt not to use our pre-paid shipping label to return your product within the 60 day return window, please send it to:

 

"Coming Soon:

 

Please include a note with your full name, order number, and indicate if you would like store credit or a refund.  

*Please note that if the return is not made using one of our labels, we do not assume responsibility if it is lost in transit. Please use a trackable and insured shipping method. 

My item is damaged outside of the 60 day return/exchange window, what should I do?

 Send us a picture anyway!  Unfortunately normal wear and tear would not warrant a replacement or refund but if it is deemed a manufacturing defect or unreasonable damage, we can look into it!

 

SALE POLICIES

I recently placed an order before your sale, will you honor the sale prices?

If you order is within two weeks of the sale, we can offer you store credit in the amount of the price difference. If it is within 48 hours, we can offer you a refund for the difference.

 

Can I use my discount codes during the sale?

Discount codes cannot be combined with any other discount promotions including sales.  

 

DISCOUNT CODES

How can I get a discount code?

Sign up to earn points!  You can earn points by making purchases or referring a friend to our website with the link provided in your account.  Sign up by clicking "Earn Points" in the upper left hand corner.

You can get discount codes for reviewing our items in the link provided via email after your purchase. We also put codes on our catalogs so be sure to take a look at the back cover!

 

Why isn’t my code working?

There are a few reasons why this might be happening! If there is a sale going on, discounts are temporarily disabled. Discount codes also cannot be combined with other discount codes. Some items are not eligible for discounts. If none of these apply to the situation, please reach out to us to get that corrected!

 

PRODUCT DETAILS  

What are your manufacturing practices?

We use fair-wage factories and source with sustainable materials and supply chains. We put a lot of thought and time into selecting manufacturers, and ensure they are of the highest possible standard before we move forward with partnering with anyone.
Companies that have qualified for B-Corp status have undergone a rigorous assessment process, and are ranked relative to each other. This means that as a company, we are among the highest quality companies in terms of social and environmental justice. Please know that we place a high value on the quality of our factories, as well as the people employed by them and would only source from fair-wage, safe, clean factories that align with our own social and environmental justice mission.

   

WHOLESALE

If you are interested in becoming a wholesaler of Dumbloud products, please fill out our Wholesale Questionnaire using this link:

You can also call send an email directly to our Wholesale team at wholesale@tokerx.co with your contact information and we will get in touch!