FAQ

Shipping

When will I receive my order?

PLEASE NOTE THAT CURRENTLY WE ONLY SHIP TO CANADA. INQUIRIES ABOUT THIS CAN BE SENT TO info@do-yu.com

Our orders are shipped out of our warehouse located in British Columbia, Canada.

Canadian customers should expect a transit time 5-10 business days from the date you receive your shipping confirmation.

 

Products

How should I care about product?

Please read our Product Care recommendation

Are lighters included with online purchases?

Lighters aren’t included with your purchase. The Escape model was designed to accept a “Bic Mini” lighter.

Warranty and Returns

What does the warranty cover?

The limited warranty covers craftsmanship and functional aspects of the components, including glass during shipment. If your glass was broken during shipping please contact us by e-mail info@do-yu.com with photos that help illustrate the damage and we will get back to you with details on how to proceed.

When we receive a valid warranty claim for a product purchased from us, we will either repair the relevant defect or replace the product. We will pay for shipment of repaired or replaced products to customer and customer will be responsible for return shipment of the product to us.

We do not warranty surface finish scratches, dents, chipped magnets, or general wear as a result of use. We do not warranty any lost or stolen products.

How do returns works?

Our return policy last 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you refund. We only accept returns on unused products, it must also be in original packaging. To initiate a return, please email info@do-yu.com with your order number and a reason for your return. Once your return has been received and accepted, you will receive a full refund to your original method of payment. Refunds may take 7 business days to show on your account.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.

Payments

What form of payment is accepted?

We currently accept Visa and MasterCard.