FAQ

We understand that every customer has different needs, which is why we offer flexible minimum order quantities (MOQs) for our products. The MOQs are designed to ensure optimal packaging and shipping efficiency. You can find the specific MOQ for each product on its respective product page, clearly listed alongside other important details.For example, our popular Super Duty Bags have a minimum order quantity of 1 package (10 pieces), while our Disposable Shoe Covers have a minimum order quantity of 1 package (1000 pieces). Rest assured, we'll provide you with all the necessary information during the checkout process to ensure a smooth and hassle-free ordering experience.

Absolutely! We understand that our customers have varying needs, which is why we offer bulk pricing options. For detailed information on bulk pricing, we encourage you to visit our product pages where bulk pricing details are provided for each applicable item.If you require further information or have specific inquiries regarding bulk orders, please don't hesitate to contact us directly at (510) 561-0520. Our customer service team is available and eager to assist you with any questions or needs you may have regarding bulk purchases. Our goal is to provide you with the best possible shopping experience, including competitive pricing for larger orders.

At Duramor, we aim to provide a convenient and secure shopping experience by offering multiple payment options to our valued customers. We accept the following payment types:

Credit Cards
We accept all major credit cards, including:
Visa
Mastercard
American Express
Discover
Simply enter your credit card information during the checkout process to complete your purchase.

Shop Pay

In addition to credit cards, we also accept Shop Pay as a payment method. Shop Pay is a fast and secure way to check out on our website and across all Shopify stores.
With Shop Pay, you can save your shipping and billing information for a streamlined checkout experience. It's a convenient option if you frequently shop online.

Other Payment Options

While credit cards and Shop Pay are our primary payment methods, we may occasionally offer other options such as PayPal or buy now, pay later services like Affirm or Afterpay. Any additional payment options will be clearly displayed during the checkout process.
Please note that we do not accept cash on delivery (COD) or money orders at this time.
Rest assured, we prioritize the security of your payment information. All transactions on our website are processed through secure, encrypted connections to protect your sensitive data.

If you have any questions or concerns regarding our accepted payment types, please don't hesitate to contact our customer support team. We're here to assist you and ensure a smooth and hassle-free shopping experience.

We take your privacy and security very seriously. When you make a purchase from our site, your card information is encrypted and securely processed without it ever being stored on our servers. We comply with all PCI-DSS requirements and additional generally accepted industry standards to protect the personal information submitted to us, both during transmission and once we receive it. You can shop with confidence, knowing that your sensitive data is in safe hands.

When you make a purchase from our website, the charge on your bank statement or credit card statement will appear with the following customer statement descriptor: SP DURAMOR USA

This descriptor helps identify Duramor USA as the merchant for the transaction.A few important points about statement descriptors:

• The descriptor SP DURAMOR USA will be visible regardless of which payment method (credit card, debit card, etc.) you used for your purchase.
• Statement descriptors can sometimes be truncated or appear slightly different depending on your bank or card issuer's policies. However, SP DURAMOR USA should be recognizable.
• In addition to the descriptor, your statement will also show the purchase amount and potentially the order number or date of the transaction.
• It may take a few business days from the purchase date for the charge to appear on your statement, as banks process and post transactions on different schedules.

If you have any trouble identifying a charge from Duramor USA on your statement, please contact our customer support team. We'll be happy to look up your order details and provide any clarification needed.Let us know if you have any other questions! Providing clear and recognizable payment descriptors is important to us for your convenience.

Certainly! We understand that plans can change, and we're happy to accommodate order modifications or cancellations. If you need to make any changes to your order, please contact our friendly customer service team as soon as possible. We'll do our best to assist you, provided the order hasn't already been processed for shipping.

In the rare event that an item you've ordered goes out of stock, our team will reach out to you promptly. We'll provide you with the option to either wait for the item to be restocked or receive a refund for that particular item. Your satisfaction is our top priority, and we'll work closely with you to find the best solution.

Shipping Process:
We partner with UPS for all our shipping needs. Orders placed Monday through Friday are shipped within 24 to 72 hours. Please note that we're closed on Saturdays and Sundays, but we do accept online orders during the weekend. These orders will be processed and shipped the following business day.

Delivery Process:
For added convenience, we offer a delivery option for our customers. Simply select the 'Delivery' option at checkout, and our team will contact you to schedule a convenient delivery time. Please be aware that there are minimum order quantities and additional delivery fees associated with this option, which will be clearly outlined during the checkout process.

Pick-Up Process:
If you're a local customer, you can take advantage of our pick-up service. Our pick-up windows are on Mondays and Tuesdays, and Thursdays and Fridays from 9:00 AM to 11:30 AM, and from 1:30 PM to 4:30 PM. Just place your order ahead of time, and we'll confirm when it's ready for pick-up.While we strive to provide flexible and convenient options, the availability of each service might vary based on your location and the specific details of your order. If you have any additional questions or need further assistance, please don't hesitate to contact our customer service tea.

While we strive to accommodate all customers, there are certain restrictions and conditions for shipping. For example, we may not be able to ship large items to certain locations, or there may be additional charges for international shipping. We recommend checking our Shipping Policy section for detailed information or contacting our customer service team for specific queries. Our team will be happy to provide you with the most up-to-date information and assist you with any shipping-related concerns.

While we strive to fulfill all orders promptly, there may be rare instances where unforeseen circumstances, such as extreme weather conditions, pandemics, or other events beyond our control, could cause delays or cancellations. In such situations, we will communicate with you transparently and provide updates on the status of your order. Your safety and satisfaction are our top priorities, and we will work diligently to find the best solution, whether it's rescheduling the delivery or offering a refund.

At the moment, we do not offer international shipping services. However, we understand the growing demand for our products globally, and we're actively exploring ways to expand our operations to serve international customers in the future. We appreciate your patience and encourage you to check our website regularly for updates on international shipping availability.

Currently, we offer delivery services within a 30-mile radius from Oakland, CA. However, we are actively working to expand our delivery radius to serve more areas in the near future.There are a few exceptions and conditions that apply to our delivery services:

Delivery Radius:
As mentioned, our current delivery radius is limited to 30 miles from San Leandro, CA. If your location falls outside this range, we may not be able to accommodate delivery at this time.

Delivery Charges:
Delivery services come with additional charges that will be calculated and displayed during the checkout process. These charges may vary based on your location and the size/weight of your order.

Minimum Order Quantities (MOQs):
To ensure efficient delivery operations, we have set minimum order quantity requirements for delivery orders. The specific MOQ will be shown at checkout based on the items in your cart.

Signature Required:
For all delivery orders, a customer or authorized company representative must be present to sign for, verify, and receive the shipment upon arrival. This is a mandatory condition to complete the delivery process successfully.

Restricted Areas:
There may be certain areas or locations where delivery services are restricted or unavailable due to safety, accessibility, or other logistical concerns. Our team will notify you if your delivery location falls under such restrictions.

We strive to provide convenient and reliable delivery services to our valued customers. If you have any specific concerns or requirements regarding delivery locations or conditions, please feel free to contact our customer service team. They will be happy to assist you and provide further guidance based on your unique needs.

Once your order has been placed, you'll receive an order confirmation email with a unique order number. When your order ships, we'll send you a follow-up email with a tracking link. This link will direct you to your order's status page on our website, where you can see the current status and location of your shipment.If you have an account with us, you can also track your order directly through your account dashboard under the 'My Orders' section.For shipments handled by UPS, you can track your package using the tracking number provided in your shipping confirmation email. Visit the UPS Tracking page and enter your tracking number to view the current status of your package.If you're having trouble finding your tracking number or if the tracking information hasn't updated after 24 hours, please don't hesitate to contact our customer service team for assistance.

Creating an account on our website is quick and easy! Simply click on the user account icon typically located in the top right corner of our website. Follow the prompts to provide your basic information, and you'll be all set to enjoy a more personalized shopping experience.

By creating an account with us, you'll gain access to a range of convenient features. You can easily track your orders, view your purchase history, and manage your personal information all in one place. Additionally, you'll enjoy a streamlined checkout process for future purchases, as well as exclusive access to special promotions and discounts reserved for our valued account holders.

If you've forgotten your password, no need to worry! Simply navigate to the login page and click on the "Forgot Password" link. Follow the instructions provided, and you'll receive an email with steps to reset your password securely.

We value your feedback and encourage you to share your thoughts on our products. You can leave a review directly on the product page of the item you've purchased. Simply scroll down to the review section, and you'll find a straightforward process to submit your feedback. Your honest reviews help us improve and assist other customers in making informed decisions.

In the unlikely event that you encounter an issue with your product or service, please don't hesitate to reach out to our customer service team. We're committed to resolving any problems promptly and to your satisfaction. Our team will work closely with you to understand the situation and find the best solution.

We stand behind the quality of our products and want you to be completely satisfied with your purchase. That's why we offer a 30-day refund policy for unused and unopened products. If, for any reason, you're not satisfied with your purchase, please return the product in its original condition within 30 days of receipt for a full refund. Simply contact our customer service team to initiate the return process. Please note that return shipping costs are not covered by us unless the return is due to a defect or error on our part.

At Duramor, we stand behind the quality of our products and strive to ensure your complete satisfaction. If for any reason you are not fully satisfied with your purchase, we offer a hassle-free refund policy.

Return Window:
You have 30 days from the date of delivery to initiate a return for a full refund. Products must be unused, unopened, and in their original condition.

How to Request a Refund:
To request a refund, please contact our customer service team by phone at (510) 561-0520 or through our website's contact form. Our friendly representatives will guide you through the return process and provide you with a Return Merchandise Authorization (RMA) number.

Return Shipping:
You are responsible for the return shipping costs unless the return is due to a defect or error on our part. We recommend using a trackable shipping method to ensure the safe return of your package.

Refund Processing Time:
Once we receive and inspect the returned item(s), we will process your refund promptly. Please note that it may take up to 7-10 business days for the refund to reflect on your statement or credit card account, depending on your financial institution's processing times.

Refund Method:
Refunds will be issued using the same payment method as the original purchase. If the original payment method is no longer valid or available, we will work with you to find an alternative refund method.

Exceptions:
Certain products or orders may be subject to different return and refund policies due to their nature or specific requirements. Any exceptions will be clearly stated on the product page or during the checkout process.We value your satisfaction and strive to make the return and refund process as smooth as possible. If you have any further questions or concerns, please do not hesitate to contact our customer service team.

Our customer service team is here to help! You can reach us at (510) 561-0520 or through our contact form on the website. Our operating hours are Monday through Friday, 9:00 AM to 5:00 PM PST. We strive to respond to all inquiries within 24 hours, so you can expect a prompt and friendly response from our dedicated team.

At our company, we take your privacy and data protection seriously. Any personal information you provide is used solely for the purpose of processing and fulfilling your orders, as well as communicating with you regarding your purchases or account-related matters. We do not share or sell your personal data to third parties for marketing purposes without your explicit consent.

Absolutely! We respect your preferences and provide an easy way for you to opt-out of marketing communications. During the account creation process, you'll have the option to choose whether you'd like to receive promotional emails or newsletters from us. If you've previously subscribed and wish to opt-out, simply follow the unsubscribe link provided at the bottom of our marketing emails.

At our company, we are committed to sustainable and ethical practices in all aspects of our business. This includes sourcing ethically produced materials, reducing waste, and ensuring fair labor practices throughout our supply chain. We continually assess our operations and partnerships to ensure alignment with these values.For more detailed information on our sustainability and ethics initiatives, please visit our dedicated Sustainability and Ethics page on our website. We believe in transparency and are proud to share our efforts in creating a more responsible and environmentally conscious business.