FAQs
1. Order information
Q: what if I want to cancel the order immediately after payment?
A: if you want to change your order, please contact us immediately.
2. Transport policy
Q: do you have international transportation?
A: Yes, we do.
Q: when will my order be delivered?
A: we will deal with your order immediately after we receive it. Moreover, due to the current situation, the processing time may take one working day, which is not included in the transportation time.
Q: what if I provide an error / I want to change the receiving address?
A：If you find it incorrect before receiving the delivery notice. Please leave us a message as soon as possible so that we can correct the address or cancel the order. We can contact by email: yara@elegaudio.com Or WhatsApp: 86 + 13510990689
If the package has been shipped, we will send you the carrier information as soon as possible. You can then contact them to relocate to the correct address. If it cannot be changed, we must wait until the package is returned before we can refund it. If it is not returned to the sender successfully, we are not responsible for refunding or replacing the package.
Q: when will my package arrive?
A: 1. If it is a pre order or late delivery with inventory, your package will be shipped first.
2. Delivery takes 6-14 days (according to your location), calculated from the date of your order processing.
3. If it is an urgent order and needs to be delivered on a specific date, please contact us before placing the order.
Q: when will I receive my shipment tracking number?
A: Once your order has been shipped and entered logistics status, you will receive a notification email regarding tracking information.
Q: what if the tracking information shows that the package has been received, but I haven't actually received it?
A:First, please wait another working day. The update of tracking information may be before the actual delivery.
Next, if you haven't received the package yet, please call the local post office and send an email. They will have more information than we see online.
Finally, when the post office cannot help find the package, you should send us the screenshot of the communication with the post office as evidence of our complaint. The post office will reply through your contact information to confirm that the package is lost, and we will refund according to the product price.
3. Return policy
Q: what is your return policy?
A: DGNOG provides free return within 14 days, calculated from the date when the tracking information shows that it has been delivered.
However, it does not include bulk purchase (more than three pieces), complete goods and wrongly ordered goods. If you want to return the goods, please contact us.
Q: how to apply for return?
A: Please return the product according to the following steps:
Contact our email： yara@elegaudio.com And provide your order number and reason for return (any product sent to us without return authorization will be returned to the customer).
We will reply to you by email to confirm the product status. The customer has the responsibility to help provide the information we need (pictures and recordings). Then we will give the return description and return number.
Deliver your unused products in their original packaging to the address specified in our email.
Note: DGNOG will only bear the return freight if the return is for defective products, products not accurately described or incorrect orders. Whether the product is defective depends on the information provided by the customer (pictures and recordings).
Return Policy
Please be sure to use the original packing box, shipping carton and its packaging materials to return the goods (the returned goods are in the same state as at the time of shipment).
It is your responsibility to send the products back to us. If you ship more than $40, you should consider using traceable transportation services or buying transportation insurance. We do not guarantee that we will receive your returned items.
4. Refund policy
Q: when will I see a refund in my account after returning the goods?
A: after receiving and checking your returned products, your refund will appear in your account within 3 to 5 working days. Please note that the refund will depend on the PayPal policy used for payment.
5. Other terms and conditions
"Reject"
Once the package is sent, the order cannot be cancelled. When the product arrives, the buyer is responsible for arranging the return by himself and sending us the tracking number by email. If the buyer decides to reject the package, we will charge a replenishment fee of 30% of the total order amount.
Note: the refund of "rejected" items does not include the original freight, which means that in this case, we will only refund the price of the product.
"Batch purchase return"
If the buyer purchases more than three products at a time, and any one of them is defective, we will provide free replacement.
However, if the buyer decides to return all the goods, we will charge a replenishment fee of 30% of the total order amount. The buyer is responsible for transporting the goods back to DGNOG's local factory.
"Intact items"
Intact articles refer to articles whose packaging has been opened and can work normally. If you want to return the complete product, the return freight shall be borne by the customer. We will deduct the original freight from the total refund.
"Defective items"
Defective items are items that cannot be used but are not obviously damaged. If you receive a defective product, please contact our email for help.
Note: whether the product is defective depends on the information provided by the customer (pictures and recordings).
"Damaged items"
If there is obvious transportation damage when the order arrives at you, please refuse delivery and send us an email with your order number. If you have accepted, please keep all packaging materials and paperwork of the order and ask us for instructions by email. If you discard the packaging materials, you will jeopardize our opportunity to file a claim and you may not receive the return.
"Limitation of liability"
We do not assume any responsibility for the damage and / or loss of parts during the user's operation or use of the product. Although you can still ask us for help with repairing or replacing components by email.
"Price and / or description change"
All prices, pictures and descriptions on this website may change. We take no responsibility for unintentional mistakes. When you place an order with us, you agree to the prices and terms displayed on this website. Price differences related to future or past prices in DGNOG stores are not refundable.
"Error on DGNOG website"
The price and supply of products are also subject to change without notice. Errors will be corrected at the place and time of discovery. We reserve the right to cancel any declared quotation, cancel the order and correct any error, inaccuracy or omission in any declared quotation or price, including after submitting the order and whether the order has been confirmed and whether your payment has been processed. If your payment has been processed when your order is cancelled, we will refund it immediately.
"For product FAQs, go to page / technical support"