Delivery

 

I) SHIPPING METHODS

Taxes may apply for imported goods/services and is regulated by the country law. DOOGEE is NOT responsible for any tax invoice charged on its products. Shipping rates are estimates and may depend on different policies and tax rates applied per country. Please contact local customs for clarity and information.

  1. Singapore Post/ Deutsche Post: The shipping time can vary in this case, it will arrive to the destination around 12-30 days.
  2. DHL/EMS: Delivery time is generally 3-7 working days. At holiday periods, such as Christmas, please allow additional time for delivery, up to 10-15 working days. DHL is not available in some countries due to the policy, including Russia, Paris, Uganda, Korea, Congo and some other countries. DOOGEE only offer DHL/EMS shipment when customers leave a related message in their order when they purchase.

 

II) IMPORT INFORMATION (Import Sales Tax, DHL Capital Commitment Fee, etc.)

1. For bulk orders please email us at sales-support@doogee.cc for an exact shipping quote and special terms and conditions.

2. Please note that you may be liable for import VAT or sales tax in the destination country. These are the responsibility of the recipient and will not be reimbursed by DOOGEE. 

For smartphone sent by DHL Worldwide or with Airmail, the import tax is around $15-40. Applicable tax rates are: UK 20%, Ireland 23%, Australia 10%, New Zealand 15%, USA 0-11.25%, Canada 6%. Rates are subject to change. Please contact your local tax office for further questions and information. DOOGEE cannot give you advice on how much tax will be payable on your goods.

3. Please note that DHL is charging an extra fee (DHL Capital commitment fee) since June 11, 2014. This fee doesn’t apply to parcels sent with EMS Express nor other shipping ways.  

Since July 1, 2016, the DHL Capital commitment fee is 12.50 Euro (+ VAT) and is paid together with the import tax to the parcel carrier.

 

III) TRACKING YOUR DELIVERY

After you place your order, we will ship your package within 1-2 days. You will receive an email with unique tracking number for each order. This tracking number allows you to track your delivery online.

You will receive your tracking number from DOOGEE by separate email within 1-2 working days after your order has been dispatched.

 

IV) CUSTOMS CLEARANCE

In individual cases, it may happen that after your goods have arrived in your home country, the DHL/ tracking website may display the status of your goods as “clearance delay”, “on hold” or “clearance event”.

In this case, it is necessary to send proof of your PayPal payment to the DHL or your home countries customs department. You should contact DHL/local post in your home country to confirm the exact procedure, but in general, you should:

1. Forward the email that you received from PayPal after payment to DHL/customs in your home country

2. In the subject line, enter your 10-digit tracking number and the text “proof of payment”, eg “1234567890 – proof of payment”

3. A sample text for the cover email to DHL/customs may be as follows:

Dear Sirs,

Enclosed please find proof of payment for the shipment with tracking number XXXXXXXXXX (your tracking number). A customs number is not available because it is a private import.

Please declare and deliver the goods as soon as possible.

Best regards,

- Your name -

- Your contact details -

 

V) DELIVERY CONDITIONS

1. All orders will be shipped to the delivery address you specify when you place your order. After shipping, this address cannot be changed.

2. Please ensure that someone is available on the day of delivery to receive the goods.

3. In the event that you are not at home when delivery is attempted, Express company will make further attempts to deliver the package to you or deposit it in a safe place for your collection.

4. If all delivery attempts prove unsuccessful, shipping companies will normally return the package. In this case, you will not be entitled to any compensation. Should the item(s) be successfully returned to DOOGEE, we will gladly send the items again following payment of shipping costs.

If you have not received your goods within 15-20 working days of receiving your tracking number, please contact our customer service team (sales-support@doogee.cc) or your local post office in your home country for further information. You will need your tracking number. Local contact telephone numbers are listed on your domestic DHL and Post website.

 

 


 

Return

 

RETURN CONDITIONS

1.If a device is delivered to you in a defective condition, you may return it for an exchange or refund in 7 days since you receive the product.

2.Customers must first send a clear photo or video of the damaged or defective product, Please use good lighting, and a close to medium distance, so we can identify and verify the issue(s).

3. After we verify the issues and prove that is a DOA case, we can send you a new item free of charge (we will reimburse you the return shipping cost), or you can choose to receive a full refund. 

4. If the ordered device has not the exact colour or specification that you have ordered, you may return it for an exchange or refund. At this point, you may choose one of the alternative If you receive a product that is different in appearance or function from the device that you ordered, for example in a different colour, you may request an exchange or a refund.

 

YOU CANNOT RETURN A PRODUCT IF

1. The product has been used or has traces of having been used.

2. The product was not purchased from DOOGEE official online store. We record all IMEI numbers of products we sell, and reserve the right to indelibly mark the inside of the product to enable us to identify it to prevent abuse of our services.

 

HOW TO RETURN A PRODUCT

1. Please email sales-support@doogee.cc with your return request. Please include your name and order number, and give a detailed description of the defect and send pictures and video to show the defect. Once we receive the product and verify the DOA case, we can issue refund to you immediately.

2. Please wait for a reply from our support team and follow the instructions you receive from us, we will let you know the return address. Please do not send any products until you have received a Return Merchandise Authorization (RMA) from us.

 

Please notify us of the tracking number and shipping date when you send the defective device back to us.