Return Policy

We want your experience with us to be easy and hassle-free. If, for any reason, you are not completely satisfied with your purchase, you may return most items within 30 days of receipt for Dvor Store Credit. Please note that no item may be returned for an exchange or a full cash refund.

Please complete a RMA Request Form for all returns. Upon completion, kindly return the merchandise within 10 business days to ensure that your return is processed in a timely fashion.

Detailed responses to the most frequently asked questions regarding our Return Policy are shown below:

How do I complete a Return Merchandise Authorization?

Dvor has created a simple and hassle-free Return process with step-by-step guidelines for your convenience. To return an item, please follow these steps:

1. Fill out and submit a RMA Request Form online to obtain a Return Merchandise Authorization (RMA) number. Please note that we are unable to accept a return without a completed RMA Request Form.
2. Upon submission of the RMA Request Form, the Return Instructions and Merchandise Return Summary page appears. This page contains the RMA number that is active for only 10 business days.
3. Pack the item(s) securely using the original packing material. Please note that Dvor is currently unable to accept COD shipments. To ensure proper delivery, we highly recommend that you choose a carrier that offers delivery notification (e.g., UPS, USPS or FedEx).
4. Please include the Merchandise Return Summary in the box.
5. Attach the "Merchandise Return Tag" to the outside of the box along with a copy of the shipping label.
6. Please insure the package for the full merchandise value and return all promotional materials, accessories, manuals, etc. that were included with the original shipment.

You will be notified via email once your return is received and processed.

Note: It is recommended that customers insure packages for their full value as Dvor is not responsible for returned merchandise until signed for at our warehouse. Therefore, customers are responsible in cases where a returned package is lost, stolen or damaged in transit.

What is the processing time on returns?

Dvor processes all returns within 10 business days of the receipt of the returned merchandise.

What requirements does Dvor have in order to return goods?

All items must be returned in NEW condition (i.e., not used, broken or worn), in the original manufacturer's packaging and with all original contents included, e.g., instruction manuals, accessories, additional components.

Note: Dvor requires the return of all promotional items and/or gifts included with your purchase, including free gift certificates with purchase. In addition, Dvor is currently unable to accept partial returns on kits or on any bundled goods. If a complete return is not received, Dvor reserves the right to charge an additional $6.99 to send the package back to the customer.

Any gift certificate issued as a free gift with qualifying purchase is void upon the return of qualifying product. Gift certificate is deemed returned with product return. If gift certificate is used upon return, Dvor reserves the right to refuse return or refund the customer less the amount of the gift certificate issued.

We highly recommend insuring goods for their full value and safely wrapping items to prevent shipping damage. Charges associated with returning items to Dvor are the responsibility of the customer unless the item is defective or the wrong item was shipped from our warehouse.

All returns require the creation of a Return Merchandise Authorization number. For more details, please review our Return Instructions.

Please note certain items may require additional documentation at the time of return. For example, the Automatic Knife Return Certification may be required for certain knife returns.

Does Dvor charge restocking fees?

Dvor does not charge restocking fees for most items sent back within 30 days of receipt. Restocking fees do not apply for items that are returned new, unused and with all original packaging and accessories, provided all Return Conditions are met and Return Instructions are followed. Unfortunately, there are certain items that Dvor is unable to accept for a return. For more information, please review the Return Policy Exceptions.

Dvor reserves the right to charge a restocking fee of up to 15% on returns of opened, used or damaged products and for those returns not following our Return Instructions. Please note that Dvor reserves the right to refuse any returns received in non-sellable condition. Additionally, Dvor reserves the right to charge additional fees if an item is not returned in its original packaging.

How do I obtain a Dvor Store Credit?

Product Returns

To obtain a Dvor Store Credit, please adhere to our Return Conditions and Return Instructions. Customers not following these steps are issued a Dvor Store Credit in accordance with the condition of the returned merchandise and the value of any missing items. Dvor Store Credit cannot be issued until the merchandise has been received, evaluated and processed by our Returns Team.

Shipping Issues

Dvor provides fast, reliable Value Shipping for a flat fee of $9.99 for qualifying orders. Unfortunately, we are unable to offer Dvor Store Credit for shipping charges.

Can I drop off merchandise directly to Dvor's Northbrook, IL facility?

Unfortunately, to ensure that all returns are processed in a timely manner, Dvor is unable to accept returns dropped off by customers at its Northbrook, IL headquarters at this time.

How do I return a product that arrives defective or is not the item I ordered?

Contact us within 30 days of receipt if a package arrives with an incorrect item or if the product does not work properly. When such issues occur, Dvor furnishes a UPS prepaid shipping label to our customers to cover all return shipping expenses.

To receive a UPS prepaid label:

1. Please generate a Return Merchandise Authorization (RMA) Number. No return or exchange is accepted without a RMA Number.
2. Contact us immediately with detailed information about the source of the issue.
3. A prepaid label is sent from UPS to your email address within 1-2 business days with instructions on proceeding.

Reminder:

Customers are required to fill out an RMA form before a label is provided. No refunds are issued if a customer requests reimbursement for return shipping charges without contacting Dvor for a prepaid return label first.

After you complete an RMA form and request a prepaid label, an email is sent to the account provided with the order, including a prepaid shipping label for all items under $1,000. Print out this label, attach it to your box and drop it off at the nearest UPS facility. Dvor issues a call tag for items over $1,000. When a call tag is issued, a UPS truck will make up to three attempts to physically pick up the package from your ship to address provided at the time of ordering.

Note: Labels are sent via email by UPS. If you have not received a label as expected, please check your Spam folder. If the prepaid label still is not received, please contact us.

Once a return is received by Dvor, the Returns department will process the RMA according to our Return Policy. If the item is not defective, broken, incorrect, or if the customer misused the merchandise, Dvor reserves the right to charge the customer's account the return shipping fees or refuse the return.

What if I want to return an item after the 30 days have elapsed?

Unfortunately, at this time Dvor is unable to accept any returns after 30 days elapse from the time of receipt. If you need to return an item after 30 days from receipt, please contact the manufacturer for possible repair or replacement options.

What are the exceptions to Dvor's Return Policy?

Unfortunately, Dvor is unable to accept returns, at any time, for the following:

• Installed goods
• Special order items including promotional and corporate merchandise
• Hygienic products, e.g., mouth-blown game calls
• Oversized items, e.g. massage chairs or gun safes

Currently, Dvor charges restocking fees on the return of:

• Electronic products
• Items removed from plastic blister packaging

What is your Return Policy on High-Value Orders?

The return of any High Value Orders must be pre-authorized prior to shipping the item back to Dvor.

In order to be pre-authorized, customers must fill out the RMA form for a pre-authorization of the return. A Dvor Representative will contact you via phone or email within 1-3 business days to issue a RMA number and provide return instructions, if the return is authorized. Please note that the request for a return does not constitute authorization to return the merchandise.

All returns for High Value Orders may be subject to a restocking fee of up to, but not limited to 15%, if the return is accepted.

What if I still have additional questions regarding the Return Policy?

Please feel free to contact us if you have any questions via phone or email.