FAQ

Orders will ship as soon as payment has been received.

• If paid by Credit Card - Payment can be received in less than an hour, so the order will ship during the next 3 business days after full payment is confirmed.
• If paid by Bank Wire - Payment can be received within 24 hours or later depending on your bank transferring capacity, so the order will ship during the next 3 business days after full payment is confirmed.

 To make a repeat order from an existing order:

1. Go to the personal account page to Orders section.

   

2. Find the needed order from the orders history list and press the Reorder button.

   

3. The link will re-direct to the shopping cart summary page and the order can be placed in the regular way.

The ordering and processing systems are highly automated. Unfortunately it is NOT POSSIBLE to apply any changes to an existing order (i.e., adding, changing and removing items). In these cases, it's best to cancel the order and place a new order for all required items.

In addition, it is NOT POSSIBLE to merge it with other orders to be shipped together, as orders are going separately through their own processing at every stage.

Unfortunately, this is not possible. The shipped parcel cannot be stopped, re-forwarded, or returned back to the DED Custom after it was handed over to the courier. The parcel will be delivered by the courier to the indicated delivery address in the order.

The shipping fees paid on DED Custom orders include courier payment for the shipping from the DED Custom to the destination address only. This is calculated by the shipping method, delivery address, and parcel weight.

For non-EU customers, this also includes the Export Declaration Fee to ship the order outside of the EU, for orders greater than 1000 Euro.

No other fees are included in the shipping costs paid by the customer to the DED Custom.

Customers are responsible for payment of any other fees that are required on arrival to the destination county. These fees vary depending on the local regulations and laws of the destination country and may include import fees, customs fees, etc. The customer is responsible for communication with their local courier and customs representatives.

Any additional fees remain on the buyer’s duty.

In the event the customer does not fulfil their local country laws and requirements for the delivery, the parcel may either be destroyed or returned back to the DED Custom. In the event the parcel can be returned, the customer is responsible for any fees. This may include costs to ship back to DED Custom, import fees, customs fees, or any other associated fees.

Once the parcel arrives back at DED Custom, any associated fees paid by DED Custom to accept the return shipment are deducted from the value of the products returned.

Prior to placing an order from DED Custom, the customer is responsible for ensuring they can meet the delivery requirements upon arrival in their local country. This is in line with the customer’s destination country’s laws and regulations. This is required to ensure the parcel can be delivered.

All communications regarding receipt of the parcel with the delivery country customs and local courier representatives should be carried out by the customer.

In the event the customer does not fulfil their local country laws and requirements for the delivery, the parcel may either be destroyed or returned back to the DED Custom. In the event the parcel can be returned, the customer is responsible for any fees. This may include costs to ship back to DED Custom, import fees, customs fees, or any other associated fees.

Once the parcel arrives back at DED Custom, any associated fees paid by DED Custom are deducted from the value of the products returned.

Yes. If payment has been received and the order has not shipped yet, please inform Customer Support ASAP and we will try to accommodate your request.

If the order shipped before Customer Support processed your cancellation request, it will ship in the regular manner. In this case, you can then return your order as per the return procedure.

Further information about the cancellation and returns are found in Terms & Conditions of Sale section.

Yes, at DED Custom, we ship worldwide!

The first step is to select your products and add them to the shopping cart. From there, you can then enter in your exact delivery address, and select from the available couriers and see the shipping costs.

We offer different shipping options depending on delivery conditions, time frames and price.

Yes, orders are shipped outside EU except for the following items:

• Firearms
• Ammunition
• Ammunition reloading components
• Magazines

No, we do not send orders to Russian Federation.

Customers can select their delivery method according to their own preference depending on price and delivery time frame.

These are the delivery options:

• AirMail Delivery - Regular Post Service for all local post representations. Orders can be collected from the nearest Post Office in your local country.
• Self-Service Post Offices – Packages delivered to the nearest Self-Service Post Terminal: Itella SmartPOST, Omniva Parcel Machine (Post 24), DPD Pickup, Packeta PP. This service is available in most European countries.
• International Express and parcel service providers – The operators that deliver goods worldwide: UPS.
• Courier Service – The parcel will be delivered by courier: DPD, Packeta HD. The service is available in all EU countries.
• Pick up from Store – DED Custom provides an opportunity to pick up orders personally from the shop. To use this possibility the order must be ordered and paid via the DED Custom web-shop www.DED Custom.com. Once notified your order is ready for collection, the order can be picked up from the DED Custom, located at Laki 5B Tallinn, 10621, Estonia.

Order delivery time depends on the selected delivery method by customer. Please find the approximate delivery time specified by the courier or postal organizations below:

• Airmail with Tracking Number - 5-40 days
• Airmail with Insurance (100% of ordered products total value) - 5-40 days
• EMS - European countries up to 10 business days, all other countries: up to 18 business days
• Estonian Post - 2-5 business days
• DPD Europe - 3-8 business days
• DPD PickUp Estonia - 1-2 business days
• DPD PickUp Latvia - 2-3 business days
• Smartposti - 3-14 business days (depending on region)
• Smartposti Parcel Connect - 3-14 business days (depending on region)
• Packeta HD (Home Delivery) - up to 14 business days (depending on region)
• Packeta PP (Pickup Point) - up to 14 business days (depending on region)
• OSC Courier - 1-3 business days
• UPS Ground - 3-7 business days
• UPS Expedited - 3-7 business days
• UPS Express Saver - 1-3 business days
• Shop Order - 0 days

The system offers available shipping methods based on your postal address and weight of the parcel. Available shipping methods are offered based on your order specifications.

If no delivery methods are available, it means there are items in your shopping cart that cannot be shipped by any couriers.

These may include for example licensed products, magazines, liquids or heavy weighted orders.

In this case, please remove these items from your cart and proceed with other items.

If you still cannot see any couriers, please contact Customer Support for more details.

If you order a product that has a free shipping bonus - you will receive it without any shipping fee charged.

If you place an order where one of the products has a free shipping bonus but other products have not - you will be charged a shipping fee for delivery of all products except the product with free shipping bonus. The product with free delivery will be sent to you free of charge along with the entire order and will not increase the cost of delivery despite its weight and volume.

Once the order ships, a notification is sent to the provided email address with order tracking details.

If order was placed via registered DED Custom Account, the order can also be managed and tracked on the Order History and Details section.

You can also refer to your local country postal service for tracking updates, using the tracking number provided.

Yes, we can help to investigate the shipment as per the selected courier terms and conditions below:

• Airmail - Parcel searching inquiry can be initiated after 40 days from the date it was sent. Official response time from Post Office is up to 60 days. After 180 days, the search can no longer be initiated.
• Airmail with Insurance - Parcel searching inquiry can be initiated after 40 days from the date it was sent. Official response time from Post Office is up to 60 days. After 180 days, the search can no longer be initiated.
• EMS - Parcel searching inquiry can be initiated after 18 business days from the date it was sent. Official response time from EMS is up to 30 days. After 180 days, the search can no longer be initiated.
• Estonian Post - Parcel searching inquiry can be initiated after 40 days from the date it was sent. Official response time from Post Office is up to 30 days. After 180 days, the search can no longer be initiated.
• DPD Europe - Parcel searching inquiry can be initiated after 10 business days from the date it was sent. Official response time from DPD is up to 14 days.
• DPD PickUp Estonia - Parcel searching inquiry can be initiated after 10 business days from the date it was sent. Official response time from DPD is up to 14 days.
• DPD PickUp Latvia - Parcel searching inquiry can be initiated after 10 business days from the date it was sent. Official response time from DPD is up to 14 days.
• DPD PickUp Lithuania - Parcel searching inquiry can be initiated after 10 business days from the date it was sent. Official response time from DPD is up to 14 days.
• Packeta HD - Parcel searching inquiry can be initiated after 14 business days from the date it was sent. Official response time from Packeta is up to 60 days.
• Packeta PP - Parcel searching inquiry can be initiated after 14 business days from the date it was sent. Official response time from Packeta is up to 60 days.
• Smartposti - Parcel searching inquiry can be initiated after 16 business days from the date it was sent. Official response time from Itella is up to 14 days.
• Smartposti Parcel Connect - Parcel searching inquiry can be initiated after 16 business days from the date it was sent. Official response time from Itella is up to 14 days.
• UPS - Parcel searching inquiry can be initiated after 10 business days and up to 60 days from the date it was sent. After 60 days, the search can no longer be initiated. Official response time from UPS is up to 30 days.

If the order has not been delivered in the delivery time frame, please send a request to Customer Support with your order number and a request to commence a parcel searching investigation.

Investigations can be lodged only once the full delivery time frame has passed.

DED Custom will lodge the investigation request with the courier.

The time frame for the official investigation response is indicated and depends on the courier.

Please wait the indicated time frame for the official investigation response.

If the order is delivered during this time frame, please notify us and we will cancel the investigation request.

Once DED Custom has received the final investigation outcome, you will receive the response by email and advised regarding the next steps.

Compensation values are in line with shipping terms and conditions.

  Courier Compensation Values are specified as per the selected Courier Terms & Conditions:

• Parcels sent by Airmail are compensated for a maximum of 35 SDR*. Final compensation decision is provided by Omniva.
• Parcels sent by Airmail with Insurance are compensated for a maximum of 100% ordered products value, excluding shipping costs.
• Parcels sent by EMS are compensated for a maximum amount of 130 SDR*. Final compensation decision is provided by EMS.
• Parcels up to 31.5 kg sent by DPD are compensated for a maximum amount of 150 euros. Parcels with firearms’ accessories and other gun related products are not compensated. Final compensation decision is provided by DPD.
• Parcels sent by DPD Pickup are compensated for a maximum amount of 150 euros. Parcels with firearms’ accessories and other gun related products are not compensated. Final compensation decision is provided by DPD.
• Parcels sent by Packeta HD / Packeta PP are compensated for a maximum amount of 500 euros.
• Parcels sent by SmartPosti / Parcel Connect are compensated for up to 8.33 SDR* per 1 kg of parcel weight.
• Parcels sent by the OSC are compensated for a maximum of 100% ordered products value.
• Parcels sent by UPS are compensated for a maximum amount of 85 euros.
  
  

* SDR - International Monetary Fund currency

Customers can independently purchase Shipping Insurance for orders through their own Insurance providers. Please contact your own Insurance provider for further information.

Yes. If you change your mind, ordered wrong product or the product does not meet your expectations you may return your order within 14 days of receiving it. Make sure that the provided item is unused, in its original condition, and in its original packaging.

Before returning any item, please contact Customer Support and wait for our confirmation. Returns sent without prior approval may not be accepted. We will provide you with the return instructions to ensure your return is processed as quickly and smoothly as possible. If you decide to return an item for any of these reasons, you are responsible for arranging the return shipment according to the return instructions.


When contacting us, please include:

• Your order number
• The product name and reference number
• Photos of the product
• The reason for the return

The refund for the returned product can be issued once we have received and inspected the item.

The original shipping charges will be refunded only up to the cost of the cheapest available standard shipping option. Shipping costs for the returned item are non-refundable.

Yes. You can exchange your ordered product within 14 days of receiving your order. Make sure that the product is unused, in its original condition, and in its original packaging.

Before doing any action, please contact Customer Support to let us know the reason for the exchange and wait for the confirmation. Returns sent without prior approval may not be accepted.

The Customer Support will provide you with the return instructions.

Once we have received and inspected the returned item, a voucher will be issued.

If you assume that a warranty case should be applied for your product, it is necessary to contact us at Customer Support as soon as possible.

Please include your order number, product name/reference, photo of the product and a description of the reason for the return.

DED Custom accepts payment by Credit Card (VISA / MasterCard), by Debit Card (VISA / MasterCard) and direct Bank Wire transfer services.

We do NOT support the American Express cards payments or other payment systems such as PayPal, WebMoney Transfer, QIWI, Payza, EasyPay etc. 

DED Custom sell goods without VAT to EU residents who have a valid EU VAT number only. In this case, customers must include their valid EU VAT number in their address details prior to placing the order. EU VAT numbers cannot be applied after placing the order.

To add the VAT number, please update your shipping address to include the VAT number.

In the Address section, add your company name, and a drop down box will appear to enter in your VAT number.