DHVL Customer Service and Policy
Who we are
Here at DHVL, we are selective with the brands we carry and the products we bring in. We want the best gear at the best prices-nothing more and nothing less. We use the gear we sell, so we understand the simple joy of having clothing and gear that works, and works well. From major brands like Arc'teryx, and MSR to specialty brands like Big Agnes and Snow Peak, our selection runs the full spectrum of outdoor products. We pride ourselves in doing the little things that matter, and we understand that customer service and reputations make a difference. We attend to every order on the same day. We work with you to ensure one-time customers become repeat customers. We respond quickly and kindly to any concerns that may arise. We want to give you the kind of service that makes you want to tell your friends about us.
If we can do anything better or you have any questions or concerns, please don't hesitate to let us know. We feel we have the best customers on the web, and you are part of that.
DHVL.com was founded by Andy Stroman in 2003. It started as a small startup headquartered out of a Utah State University apartment in Logan, Utah. Andy's goal was to create an online destination for outdoor enthusiasts who want to find the best gear at the right price quickly and easily. Today DHVL.com employs more than 100 people and has grown into a leading online retailer of fine outdoor merchandise.
DHVL is committed to providing a safe and secure shopping environment for our customers. We consider the online security of your payment and personal information to be a top priority. All credit card and PayPal transactions are backed by our Safe Shopping Guarantee which promises that you will never pay for any unauthorized charges made on your account by DHVL.
We are dedicated to assuring that:
· All payment information, including credit card number, name, address, etc., is encrypted via Secure Socket Layout (SSL) during order checkout. SSL is industry standard technology that ensures that all information sent to us remains private and cannot be read by any third parties during transmission.
· We use industry leading secure servers that ensure that our ordering process is up-to-date, safe and capable of protecting your personal information.
· All purchases paid via PayPal at DHVL are automatically eligible for Paypal Buyer Protection and are covered against fraud for the full purchase price of your order.
Please note that in addition to placing orders online, you can always place orders for any of our items via phone by calling 1-877-883-6276.
For any additional questions or concerns about the safety and security of your personal information, please contact us.
We want your experience with DHVL to be easy and hassle-free. If for any reason you are not completely satisfied with a purchase, you may return most items within 60 days of receipt for an exchange, store credit, or a full refund. After 60 days, only new items in the original manufacturer's packaging and with all original contents included (e.g. tags, instruction manuals, accessories, additional components) may be returned for store credit.
For your convenience, DHVL offers a FREE pre-paid shipping label for qualifying domestic orders returned for store credit or an exchange, along with items that qualify under the "Our Fit Guarantee". If you have return inquires for new items more than 60 days after receipt, please contact us directly to discuss your return options.
Please be aware that all returns are subject to DHVL's Return Conditions. Items must be returned in the original manufacturer's packaging with all original contents included.
We do not charge any restocking fees for returned goods meeting the terms of our Return Policy. For a full list of exceptions, please review our Return Policy Exceptions.
All exchanges and returns require the completion of a Return Merchandise Authorization (RMA) form. Once complete, follow the provided Return Instructions and return the merchandise as soon as possible. Please note that your RMA number is only active for 10 days following the date of submission, so don't delay! For more information, please review our Return and Exchange Instructions.
To take advantage of our FREE domestic return shipping offer for items being returned for store credit or an exchange, select "Print a FREE pre-paid shipping label" in the Shipping Options section during the RMA process. The shipping label generated will allow you to return your merchandise to DHVL at no additional cost to you. It's as simple as that! If you do not elect to use a pre-paid label or your return does not qualify for this offer, we highly recommend insuring goods for their full value. And to ensure a timely return or exchange, we ask that you safely wrap items to prevent shipping damage. If you believe your order was damaged during transit, please review our Shipping Policy and contact us for more information.
For more detailed information on our return policies, please refer to our Return Policy Information Page and feel free to contact us if you have any additional questions.
Product & Brand Specific Policies
DHVL is continuously adding new brands and categories to meet our customers' needs. Please note that certain products, brands and programs require exceptions to our normal policies and procedures. For more information on these additional requirements, please see the following:
· California Proposition 65
Pricing & Availability
DHVL is committed to providing the best combination of price and service to our customers. Our valued relationships with elite suppliers allow us to negotiate reduced prices and pass the savings along to you. In addition to our exceptional pricing, we offer FREE Value Shipping on qualifying orders over $49, have an exceptionally knowledgeable staff to answer any of your questions, ship most of our items from our own warehouse, and are an authorized dealer and/or trusted distribution partner for all brands which we sell. Regardless of your needs, DHVL ensures you will be satisfied.
Pricing and Availability
Please note all pricing and availability are subject to change without notice. All prices listed are in U.S. dollars. If you have any questions regarding our pricing or would like to check whether your item is in stock, please contact us.
DHVL is proud to offer promotions to our loyal customers. When placing an order, simply type the coupon code as listed during the checkout process. Once entered, you will instantly see your updated price reflecting your discount. Please note only one coupon code can be used per order. Coupon codes are not valid for any purchase of a gift certificate and/or gift card. If you have any questions regarding the use or eligibility of your coupon code, please contact us.
If you find an item from another authorized dealer at a lower "as shipped" price than at DHVL, please contact one of our experienced DHVL representatives with a price listed from an authorized dealer and we will do all we can to match. In order to facilitate your request, please provide the URL or web address of the competitor's product page.
Gifts with Purchase
DHVL reserves the right to substitute a gift included with your purchase with an item of equal or greater value for any reason. If you have any questions regarding a specific promotion, please contact us.
DHVL provides discounts to qualifying orders placed by our customers. To see if you qualify for a volume discount, please contact us.
Accuracy of Information
Pricing and availability are subject to change without notice. DHVL has no liability in the case of any orders arising from typographical errors or incorrect pricing and reserves the right to cancel any orders without assigning any reasons. Further, DHVL reserves the right to revoke any offer and correct any omission, error, or inaccuracy, whether or not a quotation or order has been submitted, confirmed and/or your credit card charged. Every effort has been made to ensure accuracy of information listed and DHVL is not responsible for any errors, omissions or inaccuracies contained therein.
DHVL makes its best effort to ensure the "List Price" (located on product pages) represents the full retail price suggested by the supplier or manufacturer, the price estimated based on comparable items offered elsewhere, a former price the item was offered for at DHVL, or the price estimated in accordance with standard industry practice. Please note the "List Price" may vary according to your geographic location. DHVL offers its products nationally and internationally and it is impossible to indicate the particular "List Price" of an item in every location on any day. "You Save" indicates the difference between the "List Price" and the "Sale Price". Since "List Price" may vary in your location, you may realize a savings is greater or less than what the "You Save" indicates.
If you have additional questions regarding our Pricing Policy, please feel free to contact us.
Sales tax, if any, is charged based on the applicable state and local sales tax regulations and rates.
Please note: DHVL withholds sales tax as required by law; these laws are subject to change. In addition, DHVL reserves the right to change this policy as needed.
Sales tax does not apply when placing an order for a tax-exempt government agency or institution. Purchaser must provide a copy of your tax-exempt status or resale certification at the time of ordering for our records.
Sales tax does not apply to the purchase of a gift certificate; however, sales tax does apply when a gift certificate is redeemed for a purchase.
Sales tax does not apply to orders shipping internationally.
Alabama: Seller has collected the simplified sellers use tax on taxable transactions delivered into Alabama and the tax will be remitted on the customer's behalf to the Alabama Department of Revenue.
Seller's program account number is SSU-R010170999.
DHVL does not collect sales or use tax in Oklahoma or Pennsylvania. Sales or use tax is due from the purchaser on certain purchases from DHVL. Oklahoma and Pennsylvania each require the purchaser to file a sales or use tax return and pay the tax. This notice is provided under the requirements of each state's law.
If you have any questions, please feel free to contact us via phone or email.
We want your shopping experience with us to be both safe and convenient. We offer a wide variety of payment options so that you can choose the one that best fits your needs. DHVL accepts most major credit cards, PayPal, store credit, and gift certificates. For more detailed information on our payment option policies, please read our Payment Options Policy Information Page and feel free to contact us if there are any questions.
Order Cancellation Policy
DHVL is dedicated to providing exemplary customer service to all of our customers. We pride ourselves on our ability to quickly and accurately process all orders. If you have any questions regarding your purchase, we will do everything we can to address your concerns. If you wish to cancel your order for any reason, please contact us as soon as possible. As a vast majority of in-stock items ship within 24 hours from our distribution center, it is imperative that you contact us so we may attempt to cancel your order before it is processed and/or shipped. For more detailed information on our order cancellation policies, please review our Order Cancellation Information Page and feel free to contact us if there are any questions.
DHVL specializes in shipping internationally and aspires to make the process as simple as possible for our customers. Most of our products can be shipped to almost any destination worldwide. For all customers with either an international billing or shipping address in their order, please read the following and contact us via phone or email should you have any questions.
DHVL ships internationally to almost any destination worldwide.
All international shipping options utilize a mix of reliable carriers to ensure your order is delivered in a secure and timely manner. After the order is placed, the system automatically selects the most efficient shipping method based on destination, size, and weight.
For a complete summary of available shipping options, please view our International Shipping Options Page.
Please make sure to check your local laws, rules and regulations in regards to all custom/brokerage fees, duties, taxes and restrictions imposed on goods imported into the country of destination, as all fees mentioned above are the responsibility of the recipient and not DHVL. All costs incurred on a refused delivery because of high custom or brokerage fees, duties, taxes or restrictions imposed by the country of destination are the responsibility of the customer.
Please note that some products are prohibited from shipping internationally and/or may require additional authorization from the U.S. Government or our suppliers. Sometimes, this is due to contractual restrictions by our manufacturing partners. In other cases, restrictions are imposed by the U.S. Government. For more details, please read our Export Policy and Export Restrictions. We will notify you if there are any restrictions which prevent your order from shipping.
For more specific information on our international shipping policies, please review our Shipping Policy Information Page.
DHVL allows returns on international orders for an exchange or refund within 60 days of merchandise receipt. All exchanges and returns require the completion of a Return Merchandise Authorization (RMA) form that is only active for 10 days from the date of submission. Please promptly ship the product back to us to meet this timeframe. In addition, please note that DHVL is not responsible for any shipping charges incurred in returning the merchandise to us or for any shipping charges associated with your new order.
For more information, please review our Return Policy Information Page.
DHVL takes the security of our customers' financial information very seriously. All international orders regardless of payment method are subject to our order verification process. By limiting fraudulent transactions and verifying order information ahead of time, we are able to provide consistently low prices and superior service, while maintaining the security of the ordering process and limiting unnecessary expenses. Please be aware that there may be a slight delay in the processing of your order while the order details are being verified.
DHVL reserves the right to validate any order through a variety of tools and methods available to us. DHVL may require additional information from the customer in order to confirm that all received information is verifiable and legitimate prior to clearance. Orders will not be processed prior to being confirmed valid.
DHVL accepts most major credit cards, PayPal, store credit, and gift certificates. For more detailed information on our payment option policies, please read our Payment Options Policy Information Page.
Please note that pricing and availability are subject to change without notice. All prices listed are in U.S. dollars. For more detailed information on our pricing policies, please review our Pricing Policy.
If you wish to cancel your order for any reason, please contact us as soon as possible. As a vast majority of in-stock items ship within 24 hours from our distribution center, it is imperative that you contact us so we may attempt to cancel your order before it is processed and/or shipped. For more detailed information on our order cancellation policies, please review our Order Cancellation Information Page.
Please feel free to contact us via phone or email if you have any questions.
DHVL provides FREE Value Shipping to the contiguous 48 states, DC, and to all U.S. Military APO/FPO/DPO addresses on qualifying orders over $49. All other orders will be charged competitive shipping rates. For exact rates, use our convenient online shipping calculator.
Competitive shipping rates apply to all shipments to Alaska, Hawaii and U.S. Territories (Puerto Rico, Guam, American Samoa, U.S. Virgin Islands, Northern Mariana Islands and U.S. Minor Outlying Islands). Please refer to the Shipping How to Guide for further details.
Most in-stock orders ship within 1-2 business days from our distribution center. Upon shipment, you will automatically be notified with tracking information via email.
For information on orders to U.S. Military addresses, please review our page about APO/FPO/DPO Shipping and Export Restrictions.
For information on international shipping, please review our International Orders Policy.
For extended information on our shipping policies, please review our detailed Shipping Policy Information Page.
Export Policy and Export Restrictions Information
The U.S. Department of State's Directorate of Defense Trade Controls, the U.S. Department of Commerce's Bureau of Industry and Security, and the U.S. Department of the Treasury's Office of Foreign Assets Control administer export control regulations that affect some aspects of our business. We request that you (the "Customer") read and familiarize yourself with the following regarding certain applicable export regulations.