DreadHead Ordering Policy
Please take a second to read through these policies before placing your order.
Handling times
Please allow up to 3 BUSINESS DAYS (72 business hours) after we receive your order and payment to ship your order. Although many orders will ship sooner, we only commit to ship within these terms. Please note that our business days are Monday-Friday excluding national holidays and UPS holidays.
Returns, RMA Numbers and Fees
RMA stands for Returned Merchandise Authorization. If you would like to make a return you need to get an RMA number from us first. You can get an RMA number and see our complete return policy on our returns page here. Return fees and costs: There is a $5.00 transaction and processing fee for all returns. If you return a package without an RMA number you will be charged a $3.00 NO-RMA Fee.We cannot credit any shipping charges. We cannot accept any returns after 30 days.
Order Cancelations
Orders can be canceled before they are processed. There is a $5.00 cancellation fee which covers the merchant account transaction and processing. If an order has already been processed you can return the order once you receive it. You will need to get an RMA number from us. Shipping fees are non-refundable. If you need to cancel an order you can do so from our order contact page.
Changing an order that has been placed
We can not guarantee that orders can be changed after they are submitted. Please review your order carefully and make sure that you are fully satisfied with the contents and the total before you submit it. Sometimes we are able to change an order before it is processed. If an order has already been processed we can send you an RMA number for the items you do not want and you can place a new order for the items you'd like to add. If you need to change an order please visit our order contact page. From there you'll be able to use our Service Solver to submit a form and we'll make a change to the order if possible.
Billing Addresses
You must type in the correct billing address of the credit card you are using in the billing address blank. If you do not type in the correct address your order will be held until we can verify your address. We will contact you by email to let you know about this. We can only ship to the billing address of the credit card with International Orders. Your order may be canceled if you do not type in the correct billing address.
Address Changes
Please be absolutely sure of your shipping address before you place your order. It is our policy that all orders are finalized when they are submitted. We can not guarantee the ability to change the shipping address after an order is placed. Our shipping system does not allow us to change addresses after an order is processed. If you'd like to see if a pre-processing address change is possible you can do so from our order contact page.
Incorrect Shipping Addresses
We do not re-type addresses into our system. All addresses are sent to the shipping carrier exactly as they are typed in online and you are responsible for giving us your correct and complete address when placing your order online. Our shipping system does not allow us to change addresses after an order is processed. If you'd like to see if an address change is possible you can do so from our order contact page.
Required Signatures
A signature may be required for you to receive your order. This is never requested or required by us, but it is the policy of most shipping carriers to require a signature if an insurance claim has ever resulted at a particular address, even if it occurred before you lived there. You can often call them and have this restriction removed if it was added before you lived there.
Shipping time guarantees
We do not guarantee delivery times under any circumstance. We do guarantee that we will ship your package no more than 3 business days (72 business hours) after we receive your payment. The estimated delivery times that we post are just guesses based on our experience with the shipping carriers.
UPS & USPS Claims or Damages
If your package is lost or damaged and returned to us before it reaches you, we will reship your package. If UPS or USPS delivers a damaged package to you, accept the package, PLEASE DO NOT REFUSE THE PACKAGE. After you accept and inspect the package please fill out this form to let us know what items were damaged. We will put a tracer/claim in with the shipping company and send you a replacement. If you refuse the package we will not be able to make a claim with the Post Office or UPS. If this occurs we can reship the package to you but you will have to pay for shipping again. Also, if your package is damaged do not discard the damaged items until we let you know it's ok to throw them away. Sometimes the Post Office and UPS takes the damaged portion of the package back and if you've thrown it away they are not responsible for paying for the claim. Claims through UPS take 8 business days and claims through the Post Office take about 30 days.
Lost Packages
If your package is lost by UPS or the US Post Office we will send you a replacement. Please contact us and let us know about your lost package. You can contact us using this form to let us know that your package has not been scanned in a few days or is lost. We will put a tracer/claim in with the shipping company and send you a replacement. UPS claims take 8 business days and US Post Office claims take about 30 days.
Missing Items
If something is missing from your package please contact us within 7 business days of receiving your package. You can contact us using this form. We cannot issue refunds for missing items, we will send a replacement for the missing item.
Customs Fees, Taxes, & Duties
You may be charged a customs fee or import tax or duty through the Post Office or UPS if your package is shipped internationally. We mark all international packages as duty and tax free but sometimes they still charge fees. There is no way for us to know if they will charge you a fee or not. We do everything we can to prevent fees but you may still be charged. These fees are like taxes and you are responsible for them and we cannot credit you for them. These fees are charged to pay people who work at customs offices.
International Verification
We can only ship to the billing address of the credit card with all international orders. If your billing and shipping address differ you will need to send an international money order.
Chargebacks
If you place an order with us using a credit card the charge on your card will come from DreadHeadHQ. Please make sure you remember this when you get your card statement in. If you require a refund in accordance with our ordering policies please let us know so we can take care of it for you. Initiating a chargeback with your card company will result in an unnecessary fee. We reserve the right to no longer accept orders from a customer who initiates a chargeback.
Defective Merchandise
If your receive damaged or defective merchandise please notify us before returning it to us. You will need to get an RMA number from us. If you return merchandise without the RMA number we will not know what it is and it may not get to the right department.
To let us know us about damaged or defective merchandise please visit our Order Contact page.
To get an RMA number please visit our Returns Page.
When sending defective merchandise back to us, be sure to follow the shipping instructions under "Returning Merchandise". If you do not choose to use the free shipping label we provide, we will not be able to reimburse you for the shipping charges. We will send you a replacement or give you a store credit for the amount you paid.
Security
DreadHeadHQ believes in providing a safe and secure shopping environment for all of our customers. We provide the highest level of security measures available on the Internet. We want you to feel comfortable that all of your personal information will be kept safe throughout your entire experience with us.
When you provide credit card information, it is transmitted using SSL technology to help prevent unauthorized access to or misuse of that information. For added safety, we do not store credit card information on our web server after your order has been processed. This significantly reduces the chances of Internet credit card fraud. Unfortunately, this also means that on future orders, you will have to tell us your credit card information again. We apologize for the inconvenience but believe that the safety benefits are worth this action.
It is our policy never to send private information, such as your credit card number via email. In fact, this is a policy we recommend that you adopt in all of your Internet purchases.
Payment Methods
All orders are processed online in our secure shopping cart.
We accept Visa, Mastercard, American Express, Discover, and PayPal. Sorry no COD's
