Frequently Asked Questions

Please allow 24 hours from the date the package shows delivered before reporting the package as lost or stolen. Please check with all family members and neighbors to verify no one else has received the package on your behalf. If the  package has not been located after 24 hours, please contact us so that an investigation can be started and a replacement can be sent via “Signature Required.”

Processing Timeframes

• Most orders are processed Monday through Friday 9:00am - 5:00pm EST
• Once orders are submitted and credit cards authorized orders cannot be cancelled.
• Issues such as lack of inventory or credit card verification may delay order processing.
• Orders placed on the weekend or holidays will be processed on the following business day.
• Orders are processed in the order that they are received.
• All of our products sold are brand new OEM and custom accessories shipped in retail or bulk packaging.
• Discounts and free products can never be combined. This does not include gift cards.
• Gift Cards are issued automatically and cannot be cancelled or refunded after purchase.
• We do not ship to P.O. Box addresses. All shipping addresses must be a physical address.

Order Notification

• Upon submission of your order, you will automatically be sent an e-mail to confirm that your order has been received and your credit card information has been verified and charged. Your e-mail confirmation will show the status of the item(s) that you ordered and confirm your method of shipment.
• Please be sure to check your spam/junk mail for your order notification.

Damaged Items

• You must contact us within 48 hours of receiving your product to claim an item as damaged.
• Please take pictures and retain all original packaging including the shipment box/pack, this will assist us in filing a claim.
• Depending on the nature of the damaged item we will either e-mail you a shipping label or send you a replacement product with a shipping label for the defective item to be sent back.
• We will not be held responsible for the shipping of a damaged item back to us if you do not opt for a replacement.
• If our returns department finds that the item is not damaged, you may be responsible for additional shipping costs as well as a 10-30% re-stocking fee.

WEB ORDER QUESTIONS

How can I place an order with Swissmar?

Orders can only be placed online via our website. We do not have the ability to take orders by phone, email or mail order.

How long will it take me to get my order?

We aim to ship orders from our warehouse within 2 business days after you have completed your order. Some addresses not within mainland USA or in remote areas may take longer. Overall, please allow 3-5 days to receive your order from the date of your order confirmation.

*Please note: We do not ship to P.O. Box addresses. All shipping addresses must be a physical address.

Do you deliver internationally?

We do not ship internationally. Please get in touch with one of our International brand representatives via our Distributor information page.

What happens if my shipment shows delivered but I do not have it? 

DKB Household is confident that our products are manufactured to the highest quality and want to ensure our customers are satisfied. If we determine the damage/defect of your item is covered under warranty, you may be issued a replacement or an e-gift card code to be used on our website, for the value of your product as determined by DKB Household USA. The warranty starts from the date of purchase/delivery not from the date of first use.