These general policies outline how DPI Merchandising, Inc. manages orders, payments, customer satisfaction, and other operational practices to ensure a consistent and transparent shopping experience.
When placing an order, customers may complete their purchase using major payment methods including Visa, MasterCard, Discover, American Express, Klarna, and PayPal. All transactions are processed at the time the order is submitted, meaning payment authorization and capture occur immediately rather than at shipment. Applicable sales tax will be calculated and added based on the shipping destination in accordance with local regulations.
DPI Merchandising is committed to delivering products that meet high quality expectations. If an order does not meet those expectations for any reason, the company encourages customers to contact its support team so that a suitable resolution can be pursued. This may include addressing items that arrive defective, damaged during transit, or otherwise fail to meet satisfaction standards. Each case is reviewed individually to ensure fairness and appropriate handling.
Customer service operations are available during standard business hours, specifically Monday through Friday from 9:00 a.m. to 5:00 p.m. Mountain Time. Requests submitted outside of these hours will be handled on the next business day in the order they are received. During periods of high inquiry volume, response times may extend up to four business days, though every effort is made to respond as efficiently as possible.
Products that are custom-made or personalized are treated differently from standard merchandise. These items are considered final sale and cannot be returned or refunded once produced, except in situations where the item arrives damaged or contains a manufacturing defect. Customers must report such issues within seven days of receiving the order. For apparel and similar products, customers are advised to carefully review sizing charts before purchase, as variations in manufacturing may result in slight measurement differences.
The company observes several major holidays throughout the year, during which normal operations are paused. These closures include New Year’s Day, Presidents’ Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, and Christmas Day. Messages received during these periods will be addressed once business resumes, following the standard response order.
From time to time, certain products may be offered as pre-orders. These items are sold before they are physically available for shipment, allowing customers to reserve them in advance. Payment for pre-orders is collected immediately at checkout. Customers who wish to modify or cancel a pre-order should contact customer service as soon as possible to ensure timely processing. Estimated shipping dates for pre-order items may change, and such changes do not qualify for shipping refunds. In some cases, pre-order products must be purchased separately or may be shipped independently, which will be clearly indicated on the product page. Orders containing both pre-order and in-stock items will typically ship only once all items are available, and partial shipments are generally not offered.
Certain products may have purchase limits, such as one unit per household. These restrictions are implemented to promote fair access and prevent bulk purchasing for resale purposes. The company actively monitors orders to ensure compliance with these limitations. If a violation is detected, orders may be adjusted or canceled at the company’s discretion. Customers who repeatedly attempt to bypass these restrictions may face account suspension or a temporary ban from future purchases.
Promotional offers and discount codes are made available for limited periods and must be used within their stated validity window. Expired promotions cannot be applied to purchases. Only one discount code may be used per order, and discounts cannot be combined. Some items, including gift cards, video games, collector’s editions, pre-order products, and items already on sale, may be excluded from promotional eligibility. Discounts are not applied retroactively, meaning price adjustments will not be issued if an item is discounted after purchase. The company also does not match pricing offered by other retailers.
If a pricing or promotional error occurs, DPI Merchandising reserves the right to correct the issue and decline to honor the incorrect offer. Customers who experience issues with discount codes are encouraged to contact support for clarification.
For video games or software purchased through the store, technical support is not provided directly by DPI Merchandising. Customers experiencing issues with such products should reach out to the respective developer or publisher through their official support channels.
Customer accounts on the Gear Store are separate from accounts associated with game studios or other platforms. As a result, inquiries related to purchases made outside of the Gear Store must be directed to the appropriate provider.
DPI Merchandising maintains a strict policy promoting respectful communication. Any form of abusive, threatening, or inappropriate behavior toward customer service representatives is not tolerated. If such behavior occurs, the company reserves the right to cancel pending orders and restrict the customer from future transactions. This approach ensures a safe and professional environment for both staff and customers, reinforcing a commitment to respectful interactions at all times.