Frequently Asked Questions
Orders & Payment
- Does Deus offer Price Adjustments?
Unfortunately Deus Ex Machina does not offer any price matching or price adjustments at this time. We appreciate your understanding.
- I have ordered the wrong item(s), can I please make a change?
No, once your order has been placed - no changes can be made. We appreciate your understanding on this matter.
- I already submitted my order, can I change the shipping address?
No, once your order has been placed - we can not make any adjustments to your shipping address. We advise that before placing your order that you please ensure your shipping and billing details are correct to avoid shipment delays and/or problems with delivering your order since we are not liable for any lost or stolen parcels.
- I changed my mind and would like to cancel my order?
Unfortunately once an order has been placed we can not cancel it - our warehouse starts working on your order within 2-3 hours of receiving your order as we try our best to get your order out and delivered to you as soon as possible.
- What methods of payment do you accept?
Deus Ex Machina USA accepts the following forms of payment: Visa, MasterCard, American Express, Discover, JCB, Diners Club, PayPal, and Deus Ex Machina Online Gift Cards
Sales tax will be included on all orders shipped within California.
- Can I reserve product(s) in the online shop?
Unfortunately product cannot be reserved online.
- I made a purchase and now my order has been refunded, what happened?
On occasion items may become unavailable after your order has been placed. If this occurs, your order will be fully refunded back to the original form of payment.
- My order is on the way back to your warehouse, what is my next step?
If you notice your order is on its way back, please contact us at your earliest convenience. All orders that are refused at delivery due to incorrect shipping address or rejection upon delivery will be followed up on once the order has arrived back at our fulfillment center. Once received your order will either be reshipped or returned. Please note, that all returned orders will be subject to a restocking fee. This fee is dependent on the original order's shipping address.
Returns & Exchanges
- I live in the area, can I make a return / exchange at your Venice location?
Exchanges and refunds are only available online and cannot be processed in-store at our retail location.
- What items are non-refundable?
Items considered final sale are: Gift Cards, Undergarments, Custom or Special Orders, Surfboards, Bicycles, Sale Items, Original shipment costs
- What is the return shipping charge?
Shipping charges incurred in connection with the return of a product are non-refundable. There is no standard fee, just send back your product back to us with whichever method is convenient for you after you have obtained an RMN number.
You are responsible for paying the costs of any return shipping and for the risk of loss or damage to the product during shipping, both to and from Deus Ex Machina USA.
- What if I have received a damaged item or my order has been sent incorrectly?
If you received a damaged product or product that is incorrect from your order, please notify us immediately for assistance.
- Will you lower the value on packages for customs?
We WILL NOT do this, it is illegal and we cannot mark the value of your orders down. Even if you ask we cannot do this and we have no control over any fees, duties, or taxes your country or customs department may charge you. Please take this into account and if you are unsure research it with your customs department as we are not familiar with every country's laws.
- Does Deus ship to PO boxes?
Yes, Orders shipped to APO/FPO and PO boxes cannot be expedited and will be shipped via USPS. Your order should arrive in 3 to 15 business days depending on location. Please note some APO/FPO locations may require up to 21 days for delivery.
- I selected FREE SHIPPING for my order, how long will it take to arrive?
All orders over $99.00 (taxes excluded) have an option of free shipping. Deus Ex Machina USA ships all free shipping orders via USPS except any special orders.
USPS delivers typically within 3-15 business days based on distance to your destination.
We will do all we can to ensure your order is delivered in a timely manner however there are just certain things that unfortunately are out of our control such as severe weather, service interruptions and Federal Holidays. If you need your order by a certain date, we advise to contact us at email@example.com prior to placing your order.
- I have only received a portion of my order, when is the rest scheduled to arrive?
When only part of your order is available we will ship the items that are in stock and cancel the out of stock items. In this instance, an e-mail confirmation will be sent and a refund will be issued to the original form of payment for the items that are unavailable.
- How are shipping delays factored into my order?
Before placing your order we kindly ask to consider any major holidays and any unforeseen factors (such as weather) that could hinder the delivery of your order. Please keep in mind all deliveries will be made according to the carrier's standard procedures; therefore we cannot guarantee a particular delivery date or time. Deus shall be under no liability for any delay or failure to deliver the products within estimated timescales.
- Could you have my order shipped with insurance/a signature confirmation?
We gladly offer custom shipment options at the request of the customer. If you would like us to add one of these options to your order please contact us to before you place an order to receive a quote.
- Do you have stickers available for purchase?
At the moment, Deus does not have stickers for giveaway and/or purchase.
- Are you accepting new wholesale accounts?
All wholesale inquiries can be directed to firstname.lastname@example.org
- Who carries Deus Ex Machina near me?
To find your closest retailer click here