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Frequently Asked Questions

1. Sign into “My Account” and click on “My Orders” located at the top left of the initial page.

In "My Orders", you can easily find each order you've placed and its current status. On your order details page, various types of help options will be available based on your order status.

Please refer to the table below to learn more about the available options at each stage of your order.

My Order Status Is: That Means: Right Now I Can:
Draft Your order is currently incomplete, awaiting payment. Once we've received your payment, we will confirm it within 24 hours and begin processing your order.

--Complete payment
--Edit order
--Delete this order

Pending Your order is currently incomplete, and awaiting payment. Once we've received your payment, we will confirm it within 24 hours and begin processing your order.

--Complete payment
--Edit order
--Delete this order

Processing Payment Received We’ve received your payment and are beginning verification to ensure payment security.

--Check order progress
--Resolve a payment issue
--Cancel this order* 
--Request a change of shipping address

Payment Confirmed Your payment has just been confirmed and we will begin processing your order immediately.
Packaging
Processing time is the time it takes to get your order ready to leave our warehouses. This includes preparing your items, performing quality checks, and packing for shipment. 

Processing time is displayed on the product detail page.

Made-To-Order Apparel: Processing time is simply the Tailoring time displayed on the product detail page.

Items marked “Ships in 24hrs”: Processing time is guaranteed to be shorter than 24 hours.
--Check order progress
--Request a change of shipping address
--Resolve a payment issue 
--Inquire about customs duties
--Cancel this order*

All Shipped Everything in your order has been packaged and sent to the provided shipping address. --Resolve a payment issue 
--Request a return or refund
--Report missing or wrong products
--Inquire about customs duties
Cancelled This order has been cancelled. --Resolve a payment issue (for refunds)

Most of our products can be cancelled up until they are shipped for a full refund. If your order status is Draft or Pending, you can easily delete/cancel your order by yourself. If your order status is “Processing”, you can select “cancel this order” to cancel your order. Unfortunately, once an order has been shipped, it can no longer be cancelled.

Please refer to the chart below as a reference to our cancellation policy:

Made-to-Order products

Within 24 hours of payment confirmation* 24 hours after payment confirmation*
Full Refund 50% refund of the product price, full refund of the shipping price
  • Check the status of your current order and keep track of previous orders.
  • Contact Customer Service with questions, order update, and general assistance.
  • Store your shipping and payment information to ease checking out process.
  • Ask questions and/or write reviews about a product. By adding a product reviews, you can enter to contests to win prizes.
  • Add an item to “My Favorites” so that you can purchase in the future.

If you’ve forgotten your password, click on “Forgot your password”. We’ll ask you to enter your email account and then immediately send you a new password. After logging in using the new password, please go to “My Orders” and enter “Account Settings” to change password.

We accept a variety of payment methods.

  • Credit/Debit Cards 
  • PayPal 

If your item was damaged during shipping, you are eligible for a full refund. When requesting your refund, please be ready to provide Customer Service photographs clearly showing the problem with the item and its courier number as soon as possible. Please also provide "Proof of Damage" documentation from your courier. Alternatively, you can open the item in front of the delivery person and if you find that it was damaged during shipping, you can reject it, contact us saying you rejected the package (see above), and dragontouch.com will then ship you a new item immediately.

To report a lost or damaged item, please contact our Customer Service:cs@dragontouch.com