Chargeback & Disputes
Questions? Email support@dmbshop.us or call (949) 562-3757.
This policy applies to every order on dmbshop.us and every payment method, including credit and debit cards, PayPal and financing. By placing an order you agree to it, along with our Terms & Conditions, Shipping Policy, Returns, Cancellations & Refunds Policy and Off-Road / Racing Use Disclaimer.
1. Talk to us first
Almost every problem can be fixed faster by us than by your bank. Before you dispute a charge, email support@dmbshop.us or call (949) 562-3757 with your order number and what's wrong. We answer Monday to Friday, 10am to 4pm PT, and we'll work with you under the policy that fits your situation.
2. Where your issue goes
| If this happens | Do this | Policy |
|---|---|---|
| You want to cancel before it ships | Email us. Free within 24 hours, 25% fee after that. Special-order parts already ordered can't be cancelled. | Cancellations |
| You want to return a part | Email within 30 days of delivery for an RMA. 30% restocking fee, you pay return shipping. | Returns |
| The part is defective or we sent the wrong one | Email photos before installing. We replace or refund in full. | Returns / Warranty |
| It arrived damaged or something's missing | Report within 48 hours with photos of the part and box. | Shipping |
| It was lost, stolen or damaged in transit and you added Route | File the claim with Route. | Shipping |
| It doesn't fit | Email photos before installing or modifying anything. | Returns |
3. Disputes we will contest
We'll respond to the bank with evidence if a dispute is filed for any of these:
- You changed your mind after the order shipped or went into production
- A made-to-order part took the lead time we told you about
- You didn't confirm fitment before ordering
- The part was installed, modified, painted, wrapped or cut
- A return or cancellation was denied under our posted policies
- The carrier shows the package as delivered and Route wasn't purchased
- You didn't contact us first to give us a chance to fix it
4. Charges you didn't make
If you see a DMB charge you don't recognize, contact your bank right away to report it, and let us know too. We'll cancel the order if it hasn't shipped.
5. What happens when a dispute is filed
We send the bank or payment provider the full record of the order. That can include your order confirmation, your agreement to our policies at checkout, tracking and proof of delivery, our emails and messages with you, photos, and the policy that applies. If the dispute is decided in our favor, the original charge stands.
6. Costs
If a dispute is withdrawn, or decided in our favor, we may seek to recover processor dispute fees and our costs of responding, as far as the law allows.
7. Future orders
We may decline future orders, install bookings or promotions from customers who file disputes that are decided in our favor.
8. Governing law
This policy is governed by California law. Any legal action will be brought in Orange County, California. If any part of this policy can't be enforced, the rest still applies. We may update it from time to time, and the version posted when you order is the one that applies.
9. Contact
DMB Distributions LLC
23552 Commerce Center Drive, Suite E, Laguna Hills, CA 92653
support@dmbshop.us · (949) 562-3757
