Asked Questions (FAQ)

Everything You Need to Know About Shopping at DTN Ecom LLC

Welcome to our Frequently Asked Questions page! We’ve compiled answers to the most common questions customers ask about ordering, shipping, returns, products, and more. If you don’t see your question answered here, please contact us directly at linhtran191193@gmail.com or call (+84)857491111.

---

Category 1: Ordering & Account

Q1: Do I need to create an account to place an order?

A: No – we offer guest checkout for your convenience. You can complete your purchase without creating an account. However, we highly recommend creating a free account because it allows you to:

• Save your shipping addresses for faster checkout

• View your complete order history

• Track returns and exchanges

• Earn loyalty points (coming soon)

• Receive exclusive member-only discounts

Creating an account takes less than 60 seconds and requires only your email address and a password.

Q2: How do I track my order?

A: Once your order ships, we’ll send you a tracking number via email. You can also:

1. Logged in users: Visit dtnecom.shop → “My Account” → “Order History” → Click “Track Order”

2. Guest users: Check your email for the tracking link (search for “linhtran191193@gmail.com” in your inbox/spam folder)

3. Copy/paste tracking number into the carrier’s website: USPS, FedEx, UPS, or DHL (carrier depends on your location and shipping method)

Tracking updates may take 24-48 hours to appear after we generate the label.

Q3: Can I change or cancel my order after placing it?

A: Yes, but only if your order hasn’t been processed yet.

• Within 2 hours of ordering: Call us immediately at (+84)857491111. We can usually cancel or modify before packing begins.

• 2-12 hours after ordering: Email linhtran191193@gmail.com with “URGENT ORDER CHANGE” in subject line. We’ll try, but no guarantees.

• After 12 hours or if shipped: You must wait to receive the package, then follow our standard return process (30-day return policy applies).

Important: We process orders quickly to ensure fast shipping. The earlier you contact us, the better your chances.

Q4: I forgot my password. How do I reset it?

A: On the login page, click “Forgot Password?” Enter your email address, and we’ll send you a password reset link within 5 minutes. The link expires after 1 hour for security. If you don’t see the email, check your spam folder.

Q5: Can I place a bulk or wholesale order?

A: Yes! We offer discounts for bulk orders of 50+ identical items. Please email linhtran191193@gmail.com with “WHOLESALE INQUIRY” in the subject line and include:

• Quantity needed

• Product(s) of interest

• Your business name and tax ID (if applicable)

• Shipping destination

Our wholesale team will respond within 48 hours with pricing and terms.

Q6: Do you offer gift cards?

A: Not yet – but we’re launching digital gift cards in Q2 2025! Stay tuned to dtnecom.shop for announcements.

---

Category 2: Products & Sizing

Q7: How do I know which size to order?

A: Every product page includes a detailed size chart with measurements in inches and centimeters. To find your best fit:

1. Measure yourself using a soft measuring tape:

   • Bust: Around the fullest part of your chest

   • Waist: Around the narrowest part of your torso

   • Hips: Around the fullest part of your lower body

2. Compare your measurements to our size chart (allow 1-2 inches of ease for comfort)

3. Read product-specific notes – Some shirts run “relaxed fit” (size down) or “slim fit” (size up). We include these notes in the product description.

4. Still unsure? Email us at linhtran191193@gmail.com with your height, weight, and typical size in 2-3 other brands. We’ll provide personalized recommendations within 24 hours.

Our promise: If it doesn’t fit, return it within 30 days for a full refund (see return policy).

Q8: What materials are your shirts made from?

A: We use a variety of premium fabrics depending on the product:

Each product page specifies the exact fabric composition and includes care instructions.

Q9: How accurate are the product photos?

A: We photograph every product professionally under controlled lighting to show true colors. However, monitor settings vary – what you see on your screen may differ slightly from the actual product due to:

• Your screen’s brightness, contrast, and color calibration

• Ambient lighting in your room

• Digital compression

To minimize surprises: Read the product description for color notes (e.g., “dusty rose” vs “bright pink”). If color accuracy is critical for an event, order at least 2 weeks in advance so you have time to return if needed.

Q10: Do you offer plus sizes or petite sizes?

A: Yes to both – with limitations.

• Plus sizes: We offer up to 3XL (sometimes 4XL) on most styles. Check individual product pages for available sizes.

• Petite sizes: We currently offer selected styles in “Petite” versions (designed for women under 5’4″). Look for “P” in the size option (e.g., “M-P”).

• Tall sizes: Coming in 2025!

We’re actively expanding our size range to be more inclusive. If you need a size we don’t currently offer, please email us – your feedback helps us prioritize new products.

Q11: How do I care for my DTN Ecom shirt?

A: Care instructions vary by fabric. ALWAYS check the sewn-in label inside your shirt. General guidelines:

Common mistakes to avoid:

• ❌ Bleach (unless white cotton)

• ❌ Hot water (causes shrinkage)

• ❌ High heat drying (damages fibers)

• ❌ Dry cleaning (unnecessary for most styles)

---

Category 3: Payments & Billing

Q12: What payment methods do you accept?

A: We accept:

• Credit cards: Visa, Mastercard, American Express, Discover, JCB, Diners Club, UnionPay (international)

• Debit cards (with Visa/Mastercard logo)

• Digital wallets: Apple Pay, Google Pay

We do not currently accept: PayPal, Venmo, CashApp, checks, money orders, or COD (cash on delivery).

Q13: Is it safe to enter my credit card information?

A: Absolutely. We use Stripe, one of the world’s most trusted payment processors. Security features include:

• PCI DSS Level 1 certification (highest possible)

• 256-bit SSL encryption (bank-grade)

• Tokenization – Your card number is never stored on our servers

• 3D Secure 2.0 – Additional fraud protection

You’re also protected by your bank’s zero-liability fraud policies. If someone uses your card fraudulently, your bank will refund you.

Q14: Why was my card declined?

A: Common reasons:

1. Insufficient funds – Check your balance

2. Incorrect CVV – That’s the 3-digit code on back (4 digits on front for Amex)

3. Billing address mismatch – Enter the address exactly as your bank has it

4. Expired card – Check expiration date

5. Bank fraud block – Some banks block international or online purchases by default. Call your bank to authorize.

6. Daily limit exceeded – Try a different card or wait until tomorrow

Still having issues? Email linhtran191193@gmail.com with screenshots (hiding sensitive info) – we’ll help diagnose.

Q15: Do you charge sales tax?

A: We collect sales tax where required by law. As of 2025, this includes:

• New Mexico (our home state) – tax rate varies by county (5-8%)

• Additional states as our sales volume crosses economic nexus thresholds

Tax is calculated automatically at checkout based on your shipping address. International customers are responsible for their own VAT/customs duties.

Q16: Can I get an invoice for my purchase?

A: Yes!

• Auto-generated receipt: Emailed to you immediately after purchase

• Formal invoice: Log into your account → Order History → Click “Download Invoice”

• Guest orders: Email linhtran191193@gmail.com with your order number and “REQUEST INVOICE” in subject line

Invoices include our business address, tax ID (available upon request for legitimate business purposes), and itemized details.

---

Category 4: Shipping & Delivery

Q17: How long does shipping take?

A: Delivery times vary by location:

United States:

• Standard shipping: 3-7 business days

• Express shipping: 2-3 business days

• Free shipping on orders over $75 (standard only)

International:

• Canada: 7-12 business days

• UK, Europe, Australia: 10-15 business days

• Rest of world: 12-20 business days

Note: Business days exclude weekends and holidays. These are estimates, not guarantees. Severe weather, customs delays, or carrier backlogs may extend delivery times.

Q18: How much does shipping cost?

A: Shipping costs are calculated at checkout based on:

• Your location

• Order weight

• Selected shipping speed

Example rates (US only, standard shipping):

• Order under $75:$5.99 – $9.99

• Order $75+: FREE standard shipping

International rates vary widely – from $9.99(Canada)to$29.99 (Australia/Asia). We do not mark up shipping; you pay what the carrier charges us.

Q19: Do you ship to my country?

A: We currently ship to the United States (including Hawaii, Alaska, Puerto Rico – note: extra delivery time for non-contiguous) and 30+ international countries, including:

• Canada

• United Kingdom

• Australia

• New Zealand

• Germany, France, Italy, Spain, Netherlands

• Japan, South Korea, Singapore

• Brazil, Mexico (limited)

If your country isn’t listed: Contact us. We may be able to accommodate special orders.

Q20: Will I have to pay customs fees or import duties?

A: Yes, for international orders. You are responsible for:

• VAT (Value Added Tax) – collected by your country

• Customs duties – vary by product category and value

• Brokerage fees – charged by the carrier for customs processing

We cannot predict these costs because they vary by country. We recommend:

1. Checking your country’s customs website for duty calculators

2. Budgeting an extra 10-30% for potential fees

3. Contacting your local post office for estimates

We do not offer “DDP” (Delivered Duty Paid) – all international shipments are sent DDU (Duties Unpaid). If you refuse to pay customs fees and the package is returned, we will refund the product price minus original shipping and return shipping costs.

Q21: My tracking says “delivered” but I didn’t receive it. What do I do?

A: First, don’t panic – this happens frequently. Follow these steps:

1. Check with neighbors – Carriers often leave packages with nearby residents

2. Check hidden spots – Behind bushes, under doormats, by side gates

3. Wait 2 business days – Carriers sometimes mark “delivered” early to meet metrics

4. Contact the carrier – Provide your tracking number and ask for GPS coordinates of delivery

5. Contact us – Email linhtran191193@gmail.com with “MISSING PACKAGE – ORDER #____”

Our policy:

• Orders under $100: We will reship or refund after confirming with carrier

• Orders over $100: We may require a police report (for theft) before reshipping

Note: We are not responsible for packages stolen from your porch. If theft is common in your area, ship to a secure location (work address, Amazon Locker, UPS Store).

---

Category 5: Returns & Refunds

Q22: What is your return policy?

A: You can return most items within 30 days of delivery for a full refund (excluding original shipping costs for change-of-mind returns). Requirements:

• Item must be unworn, unwashed, with original tags attached

• Not on final sale list (clearance items 70%+ off are final sale)

• Defective items are always eligible, and we pay return shipping

See our full Refund and Return Policy for details.

Q23: How do I start a return?

A: Email us at linhtran191193@gmail.com with:

• Your order number

• Item(s) to return

• Reason for return

• Preferred resolution (refund, exchange, store credit)

We’ll respond within 24 hours with a return authorization number and shipping instructions.

Q24: How long does it take to get my refund?

A: Timeline:

• Return shipped by you: Day 0

• Package arrives at our warehouse: 3-10 business days (US) / 7-20 days (intl)

• We inspect return: 2-3 business days

• Refund processed: 3-5 business days

• Money in your account: 3-7 business days (credit cards) / 5-10 days (debit)

Total typical time (US): 11-25 business days from when you ship to when money is back.

Q25: Can I exchange an item instead of returning for refund?

A: Yes (US customers): We offer free exchanges for size or color.

1. Request exchange via email (same process as return)

2. We ship your new item immediately (no need to wait for return)

3. You return the original item using our prepaid label within 30 days

4. If you don’t return the original, we charge you for the replacement

International customers: Exchanges are expensive due to shipping costs. We recommend returning for refund and placing a new order.

Q26: Do you charge restocking fees?

A: Never. We hate restocking fees as much as you do. Whether you return one shirt or ten, you pay $0 in restocking fees.

Q27: I received a defective item. What do I do?

A: We’re truly sorry – and we’ll make it right immediately.

1. Email us within 7 days of receiving the item: linhtran191193@gmail.com

2. Include photos showing the defect clearly

3. Tell us whether you want a replacement or refund

For defects, we cover:

• Full refund (product + original shipping + taxes)

• Prepaid return label (US customers)

• Replacement shipped free (if you prefer)

Q28: What if my item is damaged during shipping?

A: If your package arrives visibly damaged:

1. Take photos of the damaged box AND the item before opening if possible

2. Email us within 48 hours at linhtran191193@gmail.com

3. Do not throw away any packaging

We’ll file a claim with the carrier and process your refund/replacement once the claim is approved (typically 5-10 business days).

---

Category 6: Account & Security

Q29: Is my personal information safe?

A: Yes. We take data security extremely seriously:

• We never sell your email address, name, or purchase history to third parties

• We use SSL encryption on every page

• Payment info is handled by Stripe – we never see your full card number

• We comply with all applicable privacy laws (see our Privacy Policy)

Q30: Why did I receive an email from you that I didn’t sign up for?

A: You may have:

• Made a purchase as a guest (we send order confirmations and shipping updates)

• Signed up for our newsletter unknowingly (unsubscribe link at bottom of every marketing email)

• Had your email entered by someone else (mistaken identity)

To stop receiving emails: Click “Unsubscribe” at the bottom of any marketing email. For transaction emails (order confirmations), you cannot unsubscribe because they’re necessary for your purchase.

Q31: Can I delete my account?

A: Yes. Email linhtran191193@gmail.com from the email address associated with your account with subject line “DELETE MY ACCOUNT.” We’ll:

• Delete your account within 5 business days

• Remove your saved addresses and order history (though anonymized records may be retained for tax/legal purposes)

• Send you confirmation once deletion is complete

---

Category 7: Promotions & Discounts

Q32: How do I get free shipping?

A: For US customers: Spend $75 or more after discounts but before taxes, and standard shipping is free. Automatically applied at checkout – no code needed.

Q33: Do you offer discount codes for first-time customers?

A: Yes! Sign up for our newsletter at dtnecom.shop (scroll to footer) and receive 10% off your first order. The code will be emailed to you within 10 minutes.

Q34: Can I combine multiple discount codes?

A: No – only one discount code per order. However, free shipping (when eligible) stacks with discount codes automatically.

Q35: My discount code isn’t working. What’s wrong?

A: Common issues:

• Code expired (check expiration date)

• Minimum purchase not met (e.g., “$20off$100″ but your cart is $90)

• Excluded products (some items are marked “excluded from promotions”)

• Case sensitivity (copy-paste exactly as shown)

• Code already used (one-time use codes)

Still not working? Email us with the code – we’ll help or issue a manual adjustment.

---

Category 8: Technical Issues

Q36: The website is loading slowly or not at all.

A: Try these steps:

1. Refresh the page (F5 or Cmd+R)

2. Clear your browser cache (settings → privacy → clear browsing data)

3. Try a different browser (Chrome, Firefox, Safari, Edge)

4. Disable ad blockers (some block parts of our site)

5. Check your internet connection

If the issue persists, email us with:

• Your browser and version

• Screenshot of error (if any)

• Steps to reproduce

Q37: I can’t add items to my cart.

A: This usually indicates a browser issue. Try:

• Logging out and back in

• Adding a different item to test if it’s product-specific

• Using incognito/private browsing mode

• Contacting us if the issue continues

Q38: The size chart won’t load.

A: Our size charts are images embedded on each product page. If you see a broken image icon:

• Refresh the page

• Check your internet connection

• Email us for the size chart as text (we’ll send measurements)

---

Category 9: Customer Service

Q39: How do I contact a real human?

A: We’re real humans! Contact us:

• Email: linhtran191193@gmail.com (response within 24 hours)

• Phone: (+84)857491111 (Monday-Saturday, 9 AM – 8 PM Mountain Time)

• Mail: 1209 Mountain Road Pl Ne Ste R, Albuquerque, NM 87110

We don’t use chatbots for customer service – every response comes from a trained representative.

Q40: What are your customer service hours?

A:

Email is monitored 7 days a week – even on Sundays, we respond within 24 hours.

Q41: How fast do you respond to emails?

A: Our target is within 24 hours for all inquiries. In practice:

• 70% answered within 4 hours (during business hours)

• 25% answered within 12 hours

• 5% answered within 24 hours (complex issues requiring research)

If you haven’t heard from us within 48 hours, check your spam folder, then email again or call.

---

Category 10: International Customers

Q42: Do you ship to my country? (Repeat from Q19)

A: See Q19 above – we ship to 30+ countries. If your country isn’t listed, email us.

Q43: Will I have to pay customs? (Repeat from Q20)

A: Yes – see Q20 above for details.

Q44: Can I return items from outside the US?

A: Yes, but you pay return shipping (except for defective items, where we reimburse up to $25).

Important: International returns take longer (4-6 weeks total), and customs forms must be filled out correctly. We’ll provide detailed instructions when you initiate a return.

Q45: Why are my shipping costs so high?

A: International shipping is expensive – carriers charge us based on weight, distance, and fuel surcharges. We don’t mark up shipping; you pay exactly what we pay.

To save money:

• Combine multiple items into one order (shipping per order, not per item)

• Choose standard shipping (not express)

• Consider shipping to a US friend/relative who can forward to you

---

Still Have Questions?

We’re here to help! Contact us anytime:

📧 Email: linhtran191193@gmail.com (fastest response)
📞 Phone: (+84)857491111
📍 Mail: 1209 Mountain Road Pl Ne Ste R, Albuquerque, NM 87110 US

Thank you for choosing DTN Ecom LLC – we appreciate your business!