Customer Service

How To Order

Q: How do i place an order?
A: Choose quantity > Add to cart > Register and chectout / Chectout as Guest > Fill in Billing & Shipping address > Payment method > Order Confirmation

Q: Can i ship to an address that is different from my billing address?
A: Yes definitely.

Q: How do i know my order is confirmed?
A: Once you order is completed. You will see a confirmation page displaying a unique order ID. In addition,you will receive an email confirming your order details. You will also be notified when products dispatched from our warehouse.

Payment Methods

Q: How do i pay for a DigTheBest(DTB) purchase?
A: DTB offers you multiple ways to pay securely. These include,
1. Debit & Credit Cards
2. PayPal
3. Western Union
4. T/T Wire Transfer

Q: How safe is it to use your debit/credit card or make an online payment on DTB?
A: We use the 3D Secure payment gateway for card payments. These are industry-standard secure payment methods so that we can ensure that all your online transactions at DTB are processed in an extremely secure environment.

Shipping & Delivery

Q: How does the delivery process work?
A: Once our system processes your order, your products are inspected thoroughly to ensure they are in a perfect condition.
After they pass through the final round of quality check, they are packed and handed over to our trusted delivery partner.
Our delivery partners then bring the package to you at the earliest possible. In case, they are unable to reach your provided address or at a suitable time, they will contact you to resolve the issue.

Q: How are items packaged?

A: We package our products in boxes, which are covered in a plastic layer. Each individual product is packaged in bubble wrap while fragile items like bottles are safely secured with additional bubble wrap.

Q: My order has been shipped. Now how can I track it?
A: Once your order has been dispatched, you will receive an email with the details of the tracking number and the courier company that is processing your order.

Q: What about the shipping cost and methods?
A: We use BEST WAY shipping. It means we will calculate item weight,volume,then choose a shipping method for you that is fastest and cheapest.

Q: What abou the delivery time?
A: Usually,items can arrive to customers in 5-20 days,door to door shipping.

Cancellations

Q: How can i cancel order before shipment?
A: If the order or the item(s) that you want to cancel have not been shipped yet, you can write to our customer support team on [email protected]
In such cases, the order will be cancelled and the money will be refunded to you within 24-48 business hours after the cancellation request.

Q: How do i cancel order post shipment?
A: We do not accept cancel order after shipment.The courier may still attempt delivery.

Returns & Refunds

Q. How do I return an item purchased on DTB? A: DTB offers its customers an ’Easy return policy’, wherein you can raise a return/exchange request of a product within 14 days of its delivery. We also accept partial returns wherein you can raise a return request for one or all products in your order.
Step 1: Contact our Customer Support team via email ([email protected]) within 14 business days of receiving the order.

Step 2: Provide us with your order ID details and your request to return/replace/refund your order. Kindly email an image of the product and the invoice for our reference.
Step 3: We will send you the returning address. We will initiate the refund or replacement process only if the products are received by us in their original packaging with their seals, labels and barcodes intact.
Note: If it is a case of replacement, it is subject to the availability of stock. In cases when a replacement may not be available, we will refund you the full amount. Kindly refer to the next question for exclusions to refunds.

Q. How will I get refunded for the returned orders and how long will this process take?
A. In case of a return/replacement/refund, we process the refund once the products have been received and verified at our warehouse.
For payments done through credit/debit cards or net banking, the refund will be processed to the same account from which the payment was made within 24-48 business hours of us receiving the products back. It may take 2-3 additional business days for the amount to reflect in your account.

How To Track

Q: How to track my order?
A: Once products dispatched from our warehouse,we will email you a tracking number and a link for tracking.

Account

Q. What if I have forgotten my account password?
A. When signing in you can click on the 'Forgot Password' link below the sign up area. You will immediately be redirected to a new page where you will be instructed to fill in your registered email address. Soon after, you will receive an email with a link to 'reset your password'.

Q. How do I check the current status of my order?
A. Visit the “My Orders” tab in your “My Account” page and you can instantly see the status of a specific order and all your past orders.

Q. What do the different order statuses mean?
A. Pending: your order has been placed successfully (only for COD orders).
Processing: Your order is being processed by us and will be dispatched shortly.
Order Shipped: Your order has been dispatched by us and is with the courier company on its way to your address.
Order Cancelled: Your order has been cancelled.
Partially Shipped: Part(s) of your order have been dispatched; the next part(s) will be following shortly.


Warranty

1-2 Years Comprehensive Warranty for the products of DigTheBest.com. All products are specified with the warranty period.
DigTheBest.com guarantees that all the products are qualified in quality and the technical specifications have reached the related standard.

(1) Maintenance methods in which two options (either - or) available for the buyer:
-  Normal: The buyer sends back a problematic part and DigTheBest.com will identify whether repair or change a new one.
- Urgent: The buyer purchases a replacement and meanwhile sends back the problematic part, and then DigTheBest.com  will identify and decide whether refund the replacement.

(2) The Start Time of Warranty: Once such an equipment is shipped out.

(3) For maintenance service, please provide the invoice of purchase order (on which it indicates the equipment or machine model number, name and sold date), equipment or machine serial number, trouble or breakdown description, and better attach photo (s) or video (s).

(4) The purchase order invoice is the essential proof for maintenance which ensures your legal interest and right. Please keep it properly after purchase.