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?
HOW DO I CONTACT YOU?
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?
**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?
US customers automatically receive free standard shipping on all orders over $100.00.
HOW DO I CHANGE MY ORDER?
**Please note: Orders that have already been fulfilled cannot be canceled or modified.
HOW DO I CANCEL MY ORDER?
**Please note: Orders that have already been fulfilled cannot be canceled or modified.
MY PACKAGE SAYS IT WAS DELIVERED, BUT I NEVER RECEIVED IT?
If you are still unable to locate your package, please feel free to contact our sales team.
WHAT IS AN UNDELIVERABLE PACKAGE?
- 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?
WHEN DO I GET CHARGED FOR MY PURCHASE?
IS IT SAFE TO USE MY CREDIT CARD/DEBIT CARD ON DIAGRM?
CAN I USE PAYPAL OR GOOGLE PAY?
WHY WAS MY CREDIT/DEBIT CARD DECLINED?
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?
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.