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Shipping / Returns

SHIPPING POLICY

SHIPPING

Due to COVID-19, shipping times may be longer than usual. Please note when buying.

Our goal is to offer you the best shipping options, no matter where you live. Every day, we deliver to customers across the world, ensuring that we provide the highest levels of responsiveness to you at all times.

The time frame for order delivery is divided into two parts:

Processing Time

Please note the total time = processing time + shipping time (this does not include any customs delays, weekends, holiday periods and any unforeseen circumstances.)

Order verification, quality check, and packaging. All orders are sent to the fulfillment center for dispatch within 72 hours after the order is placed. 

Once your order is dispatched, depending on your country & region, the estimated delivery time is between 8 to 14 business days.

If you have further questions, feel free to contact us at support@distinct-brands.com

When you place an order with us, our goal is to get it to you as quickly as possible.

Most of our orders ship within 48hrs, with some exceptions during especially busy times such as the holidays or after sales. We will do our best to notify you if there are any delays with your shipment.

The customer is responsible for providing the correct shipping address when ordering product. We are not responsible for packages shipped to an incorrect address if it was shipped to the address provided to us. In some cases we may contact you if it appears that the address provided is incorrect, and it is your responsibility to respond to us with the correct information. In these cases your shipment will be held until we have a response.

In most cases, we are unable to make adjustments to the contents of an order once it has been placed. Because our goal is to get the order to you as quickly as possible, our distribution center often processes the order within hours or the same day of i being placed. If you do notice incorrect information on your order confirmation, please contact us immediately and we will do our best to accommodate the adjustment that is needed. 

Missing Packages

Occasionally packages get marked as "delivered" by a shipping carrier but customers are unable to find them. We are not responsible for these "lost" packages since once they are shipped out of our warehouse we are not in control of what happens to them. In these cases it is the responsibility of the customer to track the package down. We suggest checking your back door, front lawn, or with your neighbours. If you still cannot find it you can contact the shipping carrier and open an investigation - they will often tell you that the package has been delayed in one of their processing centers and will be delivered in the coming days.

Packages that are lost by Couriers will be replaced after the tracking status has not been updated for 15 days and the results of an investigation show that the package was indeed lost. At this time it is your responsibility to contact us to initiate the replacement. We are unable to issue refunds on lost packages but we will replace the contents of the order at no cost to you.

RETURNS

COVID-19 Return Policy Update: When you initiate a return and receive a return label, you have 14 days to get the return package into the mail before the label expires. We understand that these are challenging times and if you don't think you'll be able to return the package within 30 days, please contact us and we'll be happy to help make alternative arrangements.

Our return policy lasts 14 days from the date your order was received. If more than 30 days have gone by since the ship date, we cannot offer you a refund. To be eligible for a return or exchange, your item must be unused and in the same condition that you received it.

Items that say "final sale" in the description are non-returnable.

Refunds

Once you create a return, you will receive a voucher email that you may use immediately to purchase a new item. If you prefer that your original form of payment is refunded, you must wait until your return is received and processed. Once we receive your return, our staff will inspect it and if it is accepted, we will refund your original form of payment and notify you of your refund. If you have already purchased a new item using the voucher email provided, we will refund the leftover balance to your original form of payment. If your return is rejected, our customer service department will reach out to you to notify you why it has been rejected.

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