FAQ

Frequently Asked Questions

 

Orders & Payment

 

- Does Deus offer Price Adjustments?

 

     Unfortunately Deus Ex Machina does not offer any price matching or price adjustments on previous purchases. We advise to either sign up for our newsletter or follow us on our Instagram and Facebook to hear more about any upcoming promotions.

 

- I have ordered the wrong item(s) / can I cancel my order, can I please make a change?

 

     Once your order has been placed no changes or cancellations can be made. Our fulfillment center begins processing all orders immediately to provide efficient shipping in a timely manner.

 

- I already submitted my order, can I change the shipping address?

 

     All requests for updates or adjustments to the shipping address must be made within 24 hours of placing your order. Please note, if your order cannot be delivered to you due to an inaccurate shipping address, we are not liable for any lost or stolen parcels. 

  

- 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?

 

     All items on our website are sold at a first come, first serve basis and therefore cannot be reserved.

 

- 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 being shipped 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 as Deus is not notified of any refused shipments. 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 upon further correspondence. 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. 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. Please visit our returns/exchanges page for more information


- 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 contact us at eshop@us.deuscustoms.com as we can further assist with the damaged order process.

 

 

 

Shipping

 

- Will you lower the value on packages for customs?

 

     Order values cannot be lowered because it is illegal. Even if requested, we cannot complete this as we have no control over any fees, duties, or taxes the ship to country or customs department may charge. Please take this into account before placing your order. If you have any questions on these fees, we advise to contact your local customs department or shipping broker to receive further information. We thank you for your understanding.

 

- 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 or FedEx SmartPost. Please note that the free shipping option does not apply to any special orders or oversized items.

 

USPS/FedEx SmartPost 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 certain factors that are unfortunately 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 eshop@us.deuscustoms.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. 

 

- Where does Deus Ex Machina USA currently ship to?

 

     Domestically we currently ship to all 50 states and US territories. Internationally we ship to Canada and Mexico only. 

 

 

Etc

 

- 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 wholesale@us.deuscustoms.com

 

- Who carries Deus Ex Machina near me?

 

     To find your closest retailer click here.