Shipping policy

Last updated: November 10, 2026

This Shipping Policy explains how Duo Case Co processes, ships, and delivers orders placed on duocaseco.com. It forms part of our Terms of Service.

1. Order Processing

Orders are processed within 1 to 3 business days after being placed. Business days are Monday to Friday, excluding public holidays.

Processing includes order and payment verification, product preparation, quality checks, and packaging. During product launches, promotions, holidays, or other high-demand periods, processing may take the full 3 business days.

Once your order has been dispatched, you will receive a shipping confirmation email with your tracking information.

2. Shipping Destinations

We ship to most countries and territories worldwide. The destinations we currently ship to are the ones available at checkout. If your country is not offered at checkout, we are unable to ship there at this time.

Some destinations may be unavailable because of carrier limitations, customs or import restrictions, sanctions, safety concerns, or unreliable delivery services. Available destinations may change without notice.

3. Shipping Options and Costs

The shipping options available for your order, and their final prices, are always shown at checkout before you pay.

4. Estimated Delivery Times

Delivery times are counted in business days after dispatch, in addition to the 1–3 business day processing time.

Some orders arrive earlier. Delivery times are estimates and are not guaranteed unless a guaranteed service is selected at checkout. Delays can be caused by customs processing, incorrect addresses, carrier delays, weather, holidays, peak periods, remote locations, or other events outside our control.

5. Order Tracking

When your order ships, we will email your tracking number to the email address used at checkout. Tracking updates may take 24 to 72 hours to appear after dispatch. A short delay before the first update does not mean your package has not shipped.

6. Customs, Duties and Import Taxes

International orders may be subject to customs duties, import taxes, or handling fees charged by the destination country. Unless they are collected at checkout, these charges are not included in our product prices or shipping costs and are the customer’s responsibility. We cannot predict these amounts, so we recommend checking your country’s import rules before ordering.

7. Delayed Packages

If your order has not arrived within 10 business days after the end of the estimated delivery window for your destination, please contact us with your order number. We will investigate with the carrier and help resolve the issue.

8. Lost Packages

If tracking shows that your package may be lost, please contact us. We will review the tracking information and contact the carrier. Once the loss is confirmed, we will send a replacement or issue a full refund, in line with your consumer rights.

9. Packages Marked as Delivered but Not Received

If tracking shows your package as delivered but you cannot find it, please:

• Check around the delivery location, including mailboxes, porches, and safe places.
• Ask household members, neighbours, reception, or building management.
• Contact the carrier using your tracking number.

If you still cannot find it, contact us as soon as possible and we will help you investigate.

10. Incorrect or Incomplete Addresses

Please make sure your shipping address is complete and accurate, including your full name, street address, apartment or unit number, city, state or region, postal code, country, and phone number.

If you notice an error, contact us immediately. We can update the address if your order has not yet been dispatched, but we cannot guarantee changes once processing has started. We are not responsible for delays, failed deliveries, or losses caused by incorrect or incomplete address information provided at checkout.

11. Packages Returned to Sender

A package may be returned to us because of an incorrect address, failed delivery attempts, a package not being collected, refused delivery, unpaid customs charges, or local carrier restrictions. If this happens, please contact us. If the return was caused by the information provided at checkout or by a refusal to accept or collect the package, the cost of reshipping may be charged to the customer.

12. Order Cancellations

You can cancel your order before it has been dispatched by contacting us as soon as possible with your order number. Once an order has been dispatched, it can no longer be cancelled, and our Return & Refund Policy applies.

13. Contact Us