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DG Fulfill Aftersales Policy: can I refund, reship, or return DG Fulfill orders?
DG Fulfill works with a variety of suppliers and each supplier has their own after-sale policy. We totally get the complexity of running an eCommerce store, and that’s why here at DG Fulfill we offer a universal refund and reshipment policy for users! Our users can communicate with dedicated support and deal with DG Fulfill directly for all refund and reshipment cases.
DG Fulfill's Aftersales Policy
PRODUCT LOST / STOLEN
If you encounter any of the issues below, DG Fulfill provides a 7-day after-sales service after the parcel is received.
Delivery failure
If a signed/delivered parcel is unclaimed by your customer, or the tracking information alert (incorrect/insufficient address, unknown recipient, lack of phone number/door number, etc.), it will be returned to the local processing center. Within 7 days from the delivery date, DG Fulfill can arrange a redelivery attempt at the cost of 15 USD per parcel upon request. An updated contact information or receiver’s address is required (the new address must be within the same country). Failure of the second attempt will trigger the closure of this order. Aftersales service will not be eligible after 7 days and the parcel will be discarded as default.
Clarification on Mismatched Delivery Addresses
When products are procured and shipping services are obtained through DG Fulfill, deliveries are made directly to the end consumers. The seller cannot raise payment disputes or claim refunds due to they did not receive the items themselves. As the address provided by the seller during the payment process might differ from the one recorded in the DG Fulfill system (the end consumers' address), the address in the DG Fulfill system is always deemed authoritative.
If a seller can provide definitive evidence that the designated end customer did not receive the order, they may approach DG Fulfill for a refund or order replacement.
The product is missing/incorrect/stolen.
DG Fulfill will gladly issue a corresponding refund as long as the seller has already refunded the end customer. Proof of customer refund is required before the DG Fulfill team can issue a refund. Or you can request a reshipment, DG Fulfill will arrange a reshipment for free under these circumstances. (The above requirements apply to the situations below)
If only one product was sent missing: the customer needs to provide a photo of all the items received with the shipping label.
If the product is incorrect: the customer received a different sizing or wrong item, a photo of all the items received with the shipping label is required.
If the whole parcel is lost: the parcel was marked delivered but declared not received, evidence of customer refund is required (a snapshot).
DAMAGED / DEFECTIVE PRODUCT
If your customers receive a product that is damaged or defective, DG Fulfill will gladly issue a full refund (product cost + shipping cost) or reshipment as long as it's within 7 days of an order being delivered. The only requirement is proof of the damaged or defective product (photo or video), shipping slip, and barcode along with the request. You can send the image and/or video to your dedicated support.
Scratches and dents are not covered by the damage policy. If your item requires additional packaging, please contact your account manager to discuss packaging optimization details and associated costs.
Refund Terms for Customized Products
Due to the inherent costs associated with sourcing specific materials for customized products, as well as the unique molding and pattern-making expenses that cannot be repurposed or resold. All custom-made product orders are non-refundable once payment has been made, regardless of the reason. DG Fulfill will not process any refund requests nor bear any costs related to the customized products. If there's a clear quality issue with the custom-made item, buyers are entitled to request a remake.
Force Majeure
DG Fulfill is not responsible for shipment issues caused by force majeure, such as natural disasters, strikes, or war outbreaks.
Refund & Return Terms for Supplements & Ingestibles
No After-Sales Service:
All supplement products are considered final sale. DG Fulfill does not provide refunds, reshipments, or replacements under any circumstances, including, but not limited to, delivery failures, product damage during transit, or lost parcels.
Customs & Compliance:
It is the customer's responsibility to verify whether the product is legal for import into their country. DG Fulfill is not liable for packages seized, delayed, destroyed, or otherwise affected by customs authorities.
Liability:
DG Fulfill’s liability ends once the tracking information indicates that the package has been handed over to the shipping carrier.
LONG SHIPPING
For any order under DG Fulfill-branded shipping options (DG Fulfill Standard Shipping, DG Fulfill Economy Shipping, DG Fulfill Expedited Shipping, DG Fulfill Ground Shipping, etc) that arrived 30+ days after the estimated shipping time, DG Fulfill will gladly refund you or reshipment. Unbranded shipping options are not eligible for aftersales service.
Important: Orders shipped via “DG Fulfill Special Shipping” are not eligible for refunds or reshipments, regardless of delays or delivery failures. This method is intended for sensitive product categories or special logistics scenarios, and delivery times are not guaranteed. Please note that shipments may experience extended delays due to the specialized nature of this service.
Addresses in remote areas and PO BOX. Since we cannot guarantee the delivery success rate and timeliness, aftersales service is not eligible in this case.
**In the case that customer refuses the parcel or any conditions that were not mentioned above, we will not able to provide the after-sale services.
How DG Fulfill Handles Refund and Reshipment
Please submit your refund or reship request to your assigned agent.
Refund process
Refund processing time will take about 7 business days after accepting your refund request. Refund will be returned via the original payment method and it might take several business days for the fund to appear in the seller’s balance depending on different payment methods. DG Fulfill is not responsible for transaction fees or handling fees charged by your payment service provider.
Reshipment process
After DG Fulfill accepts the reshipment request, DG Fulfill will start to purchase and process within 3 business days.
DG Fulfill will decide on the shipping option, and it might be different from the original shipping method. An updated tracking code will be provided to the seller.
Aftersales Policy for Consolidated Shipping Orders
For orders shipped via consolidated shipping (sea freight)—including those with longer production timelines or customization requirements—the standard 7-day aftersales policy does not apply due to the inherent uncertainties in vessel schedules and transit times.
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All aftersales inquiries for such orders will be handled case by case, based on updates provided by the shipping carrier.
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Delays in production or delivery caused by freight conditions do not qualify for refund or reshipment.
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This clause applies to all sea freight shipments, regardless of product type or customization status.
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