Return & Refund
We want you to have a pleasant shopping experience with Biocean By Danube Blue. If you are not satisfied with your purchase, we're here to help. Please see our return policy for more details:
Step 1.
Initiate a return or exchange by sending an email that includes your Order Number, Product Name, Reasons to Return to service@danubeblue.com. Then please wait for our customer service team to reply to you with the return instructions (within 1 business day).
Step 2.
Follow the return instructions to send the product back in the next 7 days, then share the shipment tracking information with us.
Step 3.
It's that simple! Once we've received your returned package, we'll take care of the rest and process your refund as soon as possible - Upon the package's arrival at our warehouse, we will check the item(s) within 5 business days. After that, it takes 1 additional business day for us to process the refund. And you will receive a notification email once the refund is processed.
Return & Refund FAQ
Q: How long is the return window?
A: Except for any products designated on the site as non-returnable, we will accept returns in their original condition within 30 days of delivery.
*The 30-day return window counts from the date of your last item's delivery to the first time you initiate a return request (marked as Step 1 above). So you don't need to worry when you initiate a request on the 30th day and our customer service team hasn't replied to you yet.
Q: What products are non-returnable?
A: These four kinds of product are not returnable:
1)Items over 30-day return window limit
2)Items used, soiled or altered
3)Items marked as Clearance Sale unless it is a faulty product
4)Original shipping charges
Q: Who will cover the return shipping fee?
A: Sorry, currently we cannot provide free returns for all customers, so customers will cover the return shipping fee.
Q: What is the return address?
A: Our return address is 777 Warton Dr SW, Suite B, Atlanta, GA 30336, USA. Please do not ship returns directly to this address. Email service@danubeblue.com first to confirm your return eligibility. Unapproved shipments may result in courier issues or loss/damage.
Q: How can I cancel my order or modify order information?
A: Orders can be canceled or modified without responsibility before they are shipped. You just need to send your request to service@danubeblue.com. After the orders are shipped, we will not be able to cancel the order or modify the order information.
Q: Can I exchange the item I purchased?
A: Sorry, we currently do not offer exchange services. We suggest that you cancel the order or return the original product and repurchase the product you want.
Q: When can I expect my refund?
A: Once the package arrives at our warehouse, we will check the item(s) within 2 business days. After we determine that it's eligible for a refund, we will process the refund and you will receive a clear notification of successful refund processing. After that, the refund should be sent back to your original payment methods in several business days. (Paypal could take 1 to 3 business days for them to process, and Credit Card could take 1 to 10 business days according to your credit card brand.)
