Returns Policy
Damaged, defective or incorrect item?
We'll make it right! Contact us directly at service@asante-market.mybigcommerce.com or 2156136254
FAQ
What if my item was damaged or defective, or I received the wrong item?
We want your shopping experience to be a happy one from start to finish. If there was an issue with the item you received, please contact Customer Service at service@asante-market.mybigcommerce.com or 2156136254 so we can make things right.
+What are your return fees?
For all returns, no matter how many items are in the return, the fee is free. This flat shipping & handling fee covers labor and material costs, packaging and restocking fees, and may exceed the actual cost paid by Dairy Queen to its carrier to send the item(s) back to Dairy Queen. You’ll see your estimated store credit total, minus the shipping & handling fee(s), before you submit your return online.
+How will I be refunded for my return?
We generally issue refunds for returns in the form of store credit that’s applied directly to your asante-market.mybigcommerce.com account — rather than to the original methods of payment (e.g., Visa or PayPal). However, if you return items that were purchased using your Dairy Queen credit card, we’ll issue a refund to that account, minus applicable shipping & handling fee(s).
+Which items are NOT eligible for return?
Items not eligible for return include: swimwear, intimate apparel, personalized items, food, makeup, personal hygiene items (i.e., face masks), furniture, heavy/bulky items, some electronics, and some luxury goods. To determine return eligibility, check the item’s product details page or your My Orders page.
Additionally, in order to receive store credit, all returned items must be unused, unaltered, and in their original packaging with tags attached. Be sure to include any warranty cards and accessories, if applicable. Apparel must also be unworn and unwashed.
+What if my item was damaged or defective, or I received the wrong item?
If there’s an issue with the item you received, go to My Orders to start your return request — no need to call. We want your shopping experience to be a happy one from start to finish, and we’ll do what we can to make things right!
+How many days do I have to make a return?
Once you receive a return-eligible item, you have 30 days to submit a return request and ship your item to us.
+What are your return fees?
For all returns, no matter how many items are in the return, the fee is free. This flat shipping & handling fee covers labor and material costs, packaging and restocking fees, and may exceed the actual cost paid by Dairy Queen to its carrier to send the item(s) back to Dairy Queen. You’ll see your estimated store credit total, minus the shipping & handling fee(s), before you submit your return online.
+My return is being reviewed. What does this mean?
To help make any issues right, we might ask our Customer Service team to personally review your return request. They’ll follow up with an email response within one business day.
+Do you accept returns outside of the US?
Returns are available to US members only for products shipped within the US (including APO/FPO/DPO addresses) and returned to Dairy Queen from within the US.
+Do I need to buy a box from USPS?
No. You can use the box that the item was shipped in or any sturdy box.
+I lost my return label. How can I reprint it?
You can access your label through the link provided in your return email, or by going to your My Orders page, where you can click the “view return status” link next to the item you’re returning.
+When will my store credit be available?
Your store credit will be available approximately five (5) business days after your return is received and processed.
+Can I return a gift?
Gifts may be returned for store credit. Please contact Customer Service through the chat feature on our Contact Us page, email us at service@asante-market.mybigcommerce.com or call us at 2156136254.
+Can you put store credit in my Dairy Queen credit card account?
If you return an eligible item purchased with the Dairy Queen credit card, we'll issue a refund to your Dairy Queen credit card account instead of store credit. For items that were purchased using other methods of payment, such as PayPal or Visa, our policy is to issue return refunds in the form of store credit. Store credit will be applied to your asante-market.mybigcommerce.com account; you can check your store credit balance on the Invites & Credits page any time.
+What if I paid with Smart-pay?
Billing will continue for Smart-pays until the returned item is received. The amount you have paid to date (minus the original delivery fee and return costs) will be added to your account as store credit once we have received and processed your return. If you used your Dairy Queen credit card to pay for the items with Smart-pay, we'll issue a refund to your credit card account instead of store credit.
+How do I use my store credit?
Any store credits on your account are typically applied automatically during checkout, but cannot be used with PayPal express checkout. Please contact Customer Service through the chat feature on our Contact Us page, through email at service@asante-market.mybigcommerce.com or call 2156136254 before placing your order if you are unsure about how to use your store credit.
Shipping
+How much will it cost to ship my order?
If you ship to a physical (street) address within the contiguous 48 States, we offer $1 flat rate shipping through UPS. If you ship to a PO Box, USPS shipping rates will apply.
+Do you ship internationally?
No, we don't!
+Do you ship to APO boxes?
Yes, we do! Postal Service, APO, DPO, and FPO shipping rates apply (price shipping for military). The US Postal Service will deliver to the Military Post Office, which then delivers the package to the Military location.
+How can I look at more shipping options?
If you place an item in your cart and select Click here to estimate shipping costs... you will be able to enter your zip code and see multiple shipping costs for UPS and USPS for standard and expedited shipping. These options will also show up under the Shipping Options during the check-out process.
+My order hasn’t shipped because something was on backorder; what should I do?
If an item is on backorder, it will be marked as such in your cart during checkout. Backordered items do not split out automatically. If you wish to split the order so the rest of your order ships sooner, please call our Customer Care staff toll-free at 1-800-590-5987 and they can split your order for you.
+If items in my order ship separately, will I be charged extra?
As long as you place one single order shipping to one address, you will not be charged extra shipping for a split order.
+When can I expect my order to ship?
Most of our orders ship within 24 hours! Depending on the time of year, some orders ship within a couple hours!
+Can I ship to a US address when I live abroad?
Yes! Currency will be in US dollars, and conversion rates may apply (please check with your credit card company, or payment company).