Frequently Asked Questions (FAQ)
Last updated: October 2025
1) Shipping & Delivery
How long does delivery take?
Orders are processed within 1–2 business days. Standard U.S. delivery takes 3–7 business days. International delivery may take 10–15 business days depending on customs clearance.
How much does shipping cost?
Shipping is calculated at checkout based on destination and weight. Orders over $70 qualify for free standard shipping in the USA.
Do you ship worldwide?
Yes, we ship worldwide 🌍. Delivery times vary by country and local customs processing.
How can I track my package?
You’ll receive an email with a tracking number once your order ships. You can also track from your Account Dashboard or our Order Tracking page.
2) Returns & Exchanges
What is your return policy?
Returns are accepted within 14 days of delivery. Items must be unused, in original packaging, with all tags attached (non-returnable items will be noted on product pages).
How do I start a return or exchange?
Visit our Returns Center, enter your order number and email, and follow the instructions. We’ll email your label and status updates.
Are return shipping fees covered?
If we sent a wrong or damaged item, we cover the return. For other reasons (size, change of mind), the buyer covers return shipping.
When will I receive my refund?
Refunds are processed within 3–5 business days after we receive and inspect your return. Your bank may take additional time to post the credit.
3) Payment & Security
What payment methods are accepted?
We accept Visa, MasterCard, PayPal, Apple Pay, Klarna, and Dralys Pay.
Is my payment information safe?
Yes. All transactions use SSL encryption and are processed by certified payment gateways. We never store full card details.
Why was my payment declined?
Common reasons: incorrect billing address, bank authorization, insufficient funds, or security checks. Try another method or contact your bank.
4) Orders & Account
Can I cancel or modify my order?
Orders can be cancelled or modified within 2 hours of placement. After processing, we can’t guarantee changes.
I entered the wrong address — what should I do?
Contact us immediately at support@dralysstore.com. If the order hasn’t shipped, we’ll update it for you.
Where can I see my order history?
Log in to your Dralys Account Dashboard and open My Orders.
5) Lost or Damaged Packages
My order shows “Delivered” but I didn’t receive it.
Please wait 24 hours, check with neighbors and your local post office. If it still hasn’t appeared, contact us and we’ll assist you.
My product arrived damaged or incorrect.
We’re sorry! Email clear photos within 3 days to support@dralysstore.com. We’ll replace or refund promptly.
What if my package is lost in transit?
If tracking stops updating or exceeds expected timelines, we’ll help file a carrier claim and resend or refund as appropriate.
6) Promotions & Coupons
How do I use a coupon code?
Enter your code in the Promo Code field at checkout before completing payment.
Can I stack multiple coupons?
Only one coupon can be applied per order unless otherwise stated.
I forgot to apply my coupon. Can you add it after checkout?
Discounts can’t be applied after payment. Please ensure your code is entered before you place the order.
7) Loyalty & Rewards
What is Dralys Rewards?
Earn points on purchases and redeem them for discounts or gifts. Check your balance in the Rewards tab of your account.
8) Product Information
Are your products authentic?
Yes—our products are 100% authentic and sourced from verified suppliers.
Do you offer wholesale or bulk pricing?
Yes. Email business@dralysstore.com for quotes via the Dralys Wholesale Network.
How do I leave a product review?
Open the product page from your order and click Write a Review.
9) Privacy & Data
How do you protect my personal data?
We comply with GDPR and U.S. privacy rules. Data is encrypted and never sold to third parties. See our full Privacy Policy for details.
Can I delete my account?
Yes—email privacy@dralysstore.com to request deletion.
10) Need More Help?
We’re here Monday–Saturday, 9:00 AM – 6:00 PM (EST).
📧 support@dralysstore.com • 💬 Live Chat (bottom right)