FAQs

Please see below for our most common questions. If there is a question that you have that is not answered below, please do not hesitate to reach out to our customer service at info@diagrm.shop.

WHO IS DIAGRM?

Founded in 2019, a creation of Architectural Designer and Graphic Designer - Zachary Callaway, Diagrm sets out with one simple goal, to provide graphic apparel that celebrates personality without sacrificing style.

HOW DO I CONTACT YOU?

Have questions about specific products? Website giving you trouble? Just wanna chat? Feel free to email our customer service.

If you have a question about an order, that cannot be answered below, please make sure to include your order number within your email.

Customer Service is our top priority, we love receiving feedback, positive or negative, so please don’t hesitate to reach out!

RETURN POLICY

Damaged/Defective Items & Incorrect Sizes:

If your purchase arrives damaged, is defective, or just does not fit, we will take it back and refund your full purchase.

Please contact our sales team to begin the return process.

All return inquires must be made 14 days after your purchase has been received. We accept returns for items that have not been worn, altered, washed, or damaged. When we receive your return, we will process a full refund for the price you paid for the merchandise.

A refund takes 3 to 5 business days to be credited back to your account.

Buyers Remorse:

We do not offer full refunds for buyer’s remorse. However, we want you to love your purchase, so if you are unhappy with your order, please contact our sales team directly, and we will address each customer’s request individually.

Return Address:

Please send your returns to:

DIAGRM
11025 Westlake Drive
Charlotte, NC 28273
United States
Returns must be shipped to this address via a recognized courier or postal authority. Any packages dropped off at this address will be refused by our warehouse and sent back to the return addressee.

CAN I TRACK MY PACKAGE?

Once an order ships, an automatic email will be sent to the email that you provided to us during the ordering process.

**Please note: tracking numbers will be provided for every order, but it sometimes takes up to 48 hours for the tracking number to populate within the shipping provider’s system.

DO YOU OFFER FREE SHIPPING?

You betcha!
US customers automatically receive free standard shipping on all orders over $100.00.

HOW DO I CHANGE MY ORDER?

Need to change your shipping address? Ordered the wrong item? Want to add more items to your Order? Please reach out to our sales team immediately.

**Please note: Orders that have already been fulfilled cannot be canceled or modified.

HOW DO I CANCEL MY ORDER?

You can cancel an order yourself within 30 minutes of completing your purchase. Contact our sales team immediately, and provide your order number.

**Please note: Orders that have already been fulfilled cannot be canceled or modified.

MY PACKAGE SAYS IT WAS DELIVERED, BUT I NEVER RECEIVED IT?

On occasion, the shipper may update your delivery status a day early in anticipation of its final delivery. If you have not received a notice, or your package is still not delivered on the following business day, please check with members of your household, neighbors, apartment/office managers first to see if someone accepted the package for you.

If you are still unable to locate your package, please feel free to contact our sales team.

WHAT IS AN UNDELIVERABLE PACKAGE?

Occasionally packages are returned back to our warehouse because the shipping provider has determined the package is undeliverable. There are a few reasons an order can be returned to sender but most often it is due to an undeliverable address. Tips to avoid having your package returned to sender:

  • Make sure your address is correct before you complete your purchase.
  • Enter information in the appropriate fields.
    • Address 1 (street address, P.O. box, company name, c / o)
    • Address 2 (apartment, suite, unit, building, floor, etc.)


**Please note: New shipping charges will be applied for orders that have been unclaimed at customs or with an incorrect address originally provided

WHAT PAYMENT METHODS DOES DIAGRM ACCEPT?

We currently accept payment from Visa, Mastercard, American Express, Discover, PayPal, and Google Pay.

WHEN DO I GET CHARGED FOR MY PURCHASE?

It may take 3-5 business days for the charge to appear on your credit/debit card statement. You may also see an initial pending transaction when you first place your order. This is simply to verify that your card is eligible.

IS IT SAFE TO USE MY CREDIT CARD/DEBIT CARD ON DIAGRM?

Diagrm is a Shopify hosted online marketplace. Shopify uses PCI Compliant shopping cart and hosting. You can read more about PCI Compliance here.

CAN I USE PAYPAL OR GOOGLE PAY?

Absolutely! We offer Express Pay options with PayPal and Google Pay.

WHY WAS MY CREDIT/DEBIT CARD DECLINED?

Credit cards are declined for a variety of reasons, such as an incorrect billing address or insufficient funds to complete the desired purchase.

If the billing address that you provide at checkout does not match the information from your financial institution, your order will likely be held for further review.

If your credit card is declined and you do not know why, we strongly suggest contacting your financial institution for more information.

WHAT IS THE PUP MUG PROJEC???T?

Diagrm is happy to announce that we are sponsoring The Pup Mug Project.,

Celebrate your pup with a personalized mug & help animals in need. For every mug sold, The Pup Mug Project, donates $5 to BestFriends.org, a no-kill animal shelter.