Contact Us
Before You Contact Us
You may be able to find the answer to your question below. If you still need help, our support team will be happy to assist you.
Customer Support Hours
All opening hours are shown in Eastern Time (New York).
What is your response time? +
We aim to respond to all inquiries within 24–48 hours on business days.
During busy periods, it may take a little longer, but our support team will always get back to you as soon as possible.
Where is my order? +
Orders are typically processed within 1–3 business days.
Once your order has been shipped, delivery usually takes 3–11 business days, depending on your location.
You can check the latest status of your shipment through our Track Your Order page.
When will I receive my tracking information? +
As soon as your order has been shipped, you'll automatically receive a shipping confirmation email with your tracking information.
If you can't find the email, please check your spam or junk folder, as shipping emails can occasionally end up there.
Why isn't my tracking showing any updates? +
Tracking information can take approximately 24–48 hours to appear after your order has been shipped.
Tracking may temporarily stop updating while your package is moving between carrier facilities or locations. This is normal, and updates will usually appear again once the package reaches the next checkpoint.
My package says “Delivered,” but I can't find it. +
Please first check around your home, mailbox, entrance, porch or any other safe location where the carrier may have left the package.
We also recommend checking with household members, neighbors and your local carrier.
If you're still unable to locate your package, please contact us and we'll help investigate the shipment.
Can I change or cancel my order? +
To avoid delays to your order, we recommend contacting us within 24 hours if you wish to change or cancel your order.
While we'll always do our best to help, we cannot guarantee changes or cancellations once order processing has begun.
My product arrived damaged. What should I do? +
Please contact us as soon as possible and include clear photos or videos showing the damage or issue.
Our support team will review your case and provide an appropriate solution if your item arrived damaged, defective or incorrect.
I haven't received a reply yet. What should I do? +
Please check your spam or junk folder, as our response may occasionally end up there.
If you still haven't received a response after 48 hours on business days, you may send us another email.
Still need help? +
Our support team is happy to help. You can reach us at support@dormylabs.com .
To help us assist you faster, please include your order number and the email address used when placing your order.
