Return, Shipping & Payment Policy
Last Updated: December 13, 2024
Thank you for shopping at the Official Dead by Daylight Shop!
This Return, Shipping and Payment Policy applies to items purchased on this website. All sales made during in-person events, including but not limited to, pop-up stores, conventions and trade shows, are final and cannot be refunded or exchanged.
RETURNS & EXCHANGES
1. RETURNS & EXCHANGES
i. Elegibility
You have 30 days from the receipt of your order to file a request for a return and/or exchange. To file a request for a return or exchange, please email us at merchsupport@bhvr.com.
To be eligible for a return or exchange, the item must have been delivered in Canada, the United States, the United Kingdom, or Europe. All orders to other jurisdictions are final sale and at customer’s own risk.
Return items must be in their original condition, including in their original packaging, with their tags, booklets and labels. Clothing and accessories must be unwashed, unworn, devoid of imperfections, and not modified in any way. Sealed collectibles become ineligible for return once opened. Products sold as part of a bundle can only be returned if the bundle is complete. We reserve the right to apply a restocking fee if the item is received in incomplete or bad condition, which we will deduct from the refunded amount.
Only regular priced items may be returned, unless you applied a coupon or discount to the order. Sale/clearance items are final sale.
ii. Shipping Return Items
If we approve your request for a return and/or exchange, we will send you instructions by email.
You must ship the item back to us in its original packaging, with its packing slip, and if applicable:
- For returns: include a note in the package stating why the item is being returned.
- For exchanges: include a note in the package stating which new item and size you are requesting.
You are responsible for paying shipping costs for returns and exchanges. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund amount.
If you are shipping an item worth over USD $75, we recommend that you use a trackable shipping service or purchase shipping insurance. We do not guarantee that we will receive your returned item.
iii. Processing Your Returns & Exchanges
Our team will determine if a refund or replacement may be offered in accordance with our policy and our Terms of Service, being understood that all decisions shall be made at our sole discretion.
Returns
Once your return is received and inspected, we will initiate a refund to your original method of payment and in the original currency of purchase, unless there is an issue with the return. In this case, we will notify you through email. Shipping costs are non-refundable and will not be deducted when refunding the item.
The refund may take up to 15 business days to process/post on your statement and is dependent upon your card issuer's policies. If you do not see the credit posted on your statement, please double check and see if the refund is pending, and contact your credit card company/bank. It may take several business days before your refund is officially posted. If you have followed these steps and you still have not received the refund, please contact us at merchsupport@bhvr.com.
Exchanges
Processing an exchange can take up to 15 business days once we receive the return. If the item is in stock, a new order will be created, and the tracking information will be emailed once the new order is shipped. If the item is out of stock, we will email you.
2. DAMAGED, INCORRECT, & LOST ITEMS
i. Eligibility
If you receive an item that is damaged or incorrect, or if an item was lost in transit, please email us at merchsupport@bhvr.com with your order and product details to inquire about a refund or exchange within the following timelines:
- If the item is damaged or defective: 7 days from receipt of the order.
- If the item is lost in transit: 21 days from the anticipated delivery date.
- If the incorrect item is delivered: 30 days from receipt of the order.
If the item was damaged or incorrect, please include a picture of the item in the email that includes a clear view of the issue so that we can evaluate your request.
If you have any further questions on returning and exchanging items, please contact us at merchsupport@bhvr.com.
SHIPPING & PAYMENTS
1. Paying with Installments:
We accept payments in installments using Sezzle for orders in the United States and Canada that are over $50 (USD). If you select Sezzle, you will pay for your order over 4 payments. 25% now, 25% on week 2, 25% on week 4, and 25% on week 6. Payments are interest free!
2. Shipping
We currently support shipping to the following countries, subject to exceptions for certain items: Australia, Canada, European Union, Hong Kong SAR, Iceland, Indonesia, Isle of Man, Japan, Liechtenstein, New Zealand, Norway, Philippines, Singapore, South Korea, Switzerland, Taiwan, Thailand, United Kingdom, United States, Vietnam.
All orders must include a valid phone number and email for the recipient of the delivery.
If a shipped order does not arrive in a timely fashion or there are no updates via tracking, we may be unable to assist unless the original shipment is returned to our warehouse. The tracking information available for each order varies depending on the destination country. While some countries may show a delivery confirmation, others will only show a tracking update until the order leaves the United States.
3. Shipping Costs
The recipient of the order is responsible for the tax and duty fees charged by customs to release the package for delivery.
From time to time, we may offer free shipping promotions on certain orders. The following items are not eligible for free shipping:
- Custom Gamer Jerseys
- Monochrome Tees
- Lenticular Posters
4. Shipping Times
If you are located in Canada or the United States and have not received your order within 12 business days, please email us merchsupport@bhvr.com, so we can check on your order and any delivery issues.
The delivery estimate for orders on average is up to 35 business days dependent upon the country of delivery. Please contact us if you have not received your package within 42 days.