Can I order without a credit card?

Yes. The duoveo online store also accepts payment through Stripe, PayPal, and Apple Pay where available. Other payment methods will be added over time.

Do I have to pay sales tax?

Depending on the destination of the order, sales tax may be calculated and charged. Any sales tax charged will be indicated once your billing and/or shipping address have been entered during checkout. duoveo will take care of the tax when it is indicated in the bill.

Does my billing address have to match the address on file with my credit card?

Yes. For credit card verification you must enter your billing address exactly as it appears on your credit card statement. If you do not, your payment may be rejected or unable to fully process.

How do I cancel my order?

You can cancel your order within 5 hours from the time of purchase by filling out the contact form. An order cannot be modified or cancelled after it has been processed and prepared for shipment.

*Please use the provided form for requesting a cancellation, as if you contact us via email we might not be able to proceed with cancelling the order within the 5 hours. *All orders with selected expedited shipping enter processing immediately so they can reach you as soon as possible, and cannot be cancelled.

How do I return or get a refund for an item?

Orders placed via duoveo’s webshop include a 30-day money-back guarantee starting from the day the item is delivered with some conditions (see the detail in our WARRANTY AND RETURNS POLICY) . All accessory purchases are final. To initiate a return for a refund, please reach out to our Customer Support directly at support@duoveo.com. To see our complete documentation about warranty and returns policy, see our website.

How do I check my order status?

Details of your order, including a tracking number for the shipment, will be in your shipment confirmation email. You will receive the status of the delivery via email too. Additionally, you may contact us through support@duoveo.com.

How do I get a copy of my invoice?

Please reach out to us via support@duoveo.com. We will be happy to provide you with a copy of your invoice. You will be able to request an invoice during the check-out process.

When will my credit card be charged?

You will be charged as soon as the purchase is made. This includes all duoveo products (pre ordered items as well). In case of prolonged shipping or any other shipping delay please reach out to us via support@duoveo.com.

Why is my credit card being rejected?

There are many possible reasons for a credit card not being accepted:

• The card is expired.
• You have reached or exceeded your credit limit.
• You have exceeded your daily charge limit.
• A computer at either end of the transaction is having technical problems.

If you have issues submitting your credit card payment, please fill out this contact form and reach out to us. You may be asked for any error message numbers you received, as well as the reference number seen in the shopping cart.

What will happen with my credit card information, does duoveo keep a copy?

duoveo doesn’t keep any information related to your credit card. During the purchase process you may be asked if you want to register your credit card information, even in this case also, we have no access to this information, it will be registered by the shopping tool handling the purchase event (Shopify in this case). You can remove this information at any time. Please look at Shopify Privacy Policy.

Will I have to pay for customs?

Please note that you are responsible for any additional charges upon delivery as stated on our website. The destination country determines those expenses and duoveo cannot control nor have specific information regarding the local tax.

What is your refund policy?

We have a Thirty (30) Day Return Policy for GEMA only.
To initiate a return for refund, please reach out to our Customer Support directly at support@duoveo.com. Returns need to be authorized by Customer Support, in case of unauthorized returns of the products, the refund may be refused.

Please consult our Warranty and Return Policy for all the details.