We want you to feel confident ordering from doterrastores. If something is not right, this page explains exactly how returns and refunds work.
30-Day Hassle-Free Returns
You may request a return within 30 calendar days of receiving your order.
To be eligible, the item must be:
- Unused
- In its original packaging
- Free from damage caused by the customer
If the item is defective or was damaged in transit, the return is treated as a defective item return, and the conditions below apply differently than for a change-of-mind return.
Return Shipping Costs
| Return Reason | Who Pays Return Shipping | Restocking Fee | Return Label |
|---|---|---|---|
| Defective item or transit damage | doterrastores | None | Prepaid return label provided |
| Change of mind (remorse) | doterrastores | None | Prepaid return label provided |
We do not charge restocking fees or reset fees.
How to Start a Return
- Email info@doterrastores.my within 30 calendar days of delivery.
- Include your order number and the reason for the return.
- We will confirm whether the return is approved and provide a prepaid return label.
- Pack the item securely in its original packaging.
- Attach the prepaid label and drop the package with the carrier indicated on the label.
- Keep the tracking number from the return label so you can confirm delivery back to us.
Please do not send returns to any address other than the one we provide with your return label. The return address we use is:
28 Heelstone Dr., Cabot, AR 72023, United States
Exchanges
We do not process direct exchanges. If you want a different item, the fastest way is:
- Return the original item using the steps above.
- Place a new order for the item you want.
This gets the new item to you more quickly than waiting for an exchange to be processed.
Refund Timing
Once your return is delivered to our return address:
- We inspect the item within 1–2 business days.
- If the return meets the conditions above, we approve the refund.
- The refund is issued to your original payment method.
- Your bank or payment provider may take an additional 7–10 business days to post the refund to your account.
We do not issue refunds in cash or store credit unless you specifically request store credit and we agree in writing.
Damaged or Defective Items
If your item arrives damaged or defective, contact us within 30 calendar days of delivery. Include photos if possible. We will provide a prepaid return label and cover return shipping. Once we receive the item, we will process your refund within 1–2 business days.
Non-Returnable Situations
We may decline a return if:
- The request is made after 30 calendar days from delivery
- The item has been used, altered, or damaged by the customer
- The item is missing original packaging or included accessories
If we decline a return, we will explain the reason in writing.
Contact
Email: info@doterrastores.my
Phone: +1 501-743-8584
Service hours: Monday – Friday, 9:00 AM – 6:00 PM (CT)
Address: 28 Heelstone Dr., Cabot, AR 72023, United States