FAQ

 

GENERAL

IS THERE A PHYSICAL DISCOVERY CHANNEL STORE?

No, there is no longer a physical Discovery Channel Store.

 

SERVICE 

IS THERE A DEADLINE FOR RETURNING SOMETHING FOR A REFUND OR EXCHANGE?

 

We will accept any unwashed/unworn merchandise items for return or exchange within 30 days of purchase (within 45 days of purchase for shipments outside of the United States). The return date will be determined by the postmark on the returned package.

 

WHERE SHOULD I SEND ITEMS I AM RETURNING OR EXCHANGING?

 

If you are not using the postage pre-paid return label at the bottom of this page, your package should be addressed to: Returns Department, 5400 Three Notched Road, Crozet, VA 22932-3105

 

I WANT TO RETURN OR EXCHANGE SOMETHING THAT WAS A GIFT, CAN I DO THAT?

 

We accept returns on orders that were purchased as a gift. Please note that a refund or any financial adjustment made on the order will be applied to the original form of payment only. If you are not the purchaser, the refund will be issued in the form of a Gift Certificate. If you are not the original customer, please include their name and zip code to help expedite the process.

 

WHAT IS NOT REFUNDABLE?

 

The following items or situations are not eligible for a refund or exchange: Wearable items that are washed or worn, undergarments, open media, downloads, as well as perishable goods.

 

WHAT FORM WILL MY REFUND TAKE?

 

All refunds will be credited to the original payment source. If the original payment source is unavailable we reserve the right to issue an electronic gift certificate and transmit it to the email address provided when the order was placed, or to issue a refund check to be mailed to the billing address provided on the order. Shipping and handling charges are non-refundable except in the case of a manufacturer's defect.

 

WHO PAYS FOR POSTAGE?

 

If you are returning damaged or defective merchandise we will pay the cost of return shipping if you use the postage pre-paid return label on the front of this form. International returns cannot use the prepaid label. If you are returning an internationally shipped order, please include your shipping receipt. Please contact customer service for shipping reimbursement information based on your purchase. If we determine at our sole discretion that the merchandise you return is not eligible for return or exchange you authorize us to charge your original payment source the applicable return shipping charge.

 

ARE THERE REQUIREMENTS FOR HOW MY RETURN/EXCHANGE NEEDS TO BE SHIPPED BACK TO YOU?

 

For any returned merchandise valued in excess of $100.00 you must send the merchandise using a traceable and insured ship method. For your convenience you may arrange with our customer service center for a call tag to be sent to you for use in shipping the package via United Parcel Service (UPS), with the cost to be deducted from your refund. All other items can be sent by a method of your choice.

 

WHAT IF MY RETURN IS LOST IN THE MAIL?

 

No refunds will be issued for items not received by our returns department - we recommend you use a traceable ship method to insure successful delivery. Please be aware that the postage pre-paid return label at the bottom of this page is not a traceable ship method.

 

Please call customer service at [888-444-7908] or e-mail us using the “email us” link in the right hand corner of this page for a pre-paid return shipping label or with any other questions you may have.

 

WHAT IS YOUR SHIPPING POLICY?

Our normal order is stated under Quantity on the Product Detail page for in-stock merchandise. During this , your online order is , safely packed, and processed for shipment as quickly as possible.

Please note:

"2-Day" and "Next Day" shipping methods indicates the transit time after the order has been picked up by the shipping carrier, and does not include the at our fulfillment center.

Certain items that are made-to-order (T-shirts, personalized items, etc.), or require special preparation for shipment (large or fragile items), may require a longer processing time. Expected processing times are posted on the item's description page.

Orders placed after 1:00pm Eastern Time will begin processing the following business day.

and pre-order items do not begin processing until inventory is received at our fulfillment center.

You may receive multiple shipping notification emails if your order is split into more than one shipment. This would be a result of your items shipping from more than one warehouse location. Please note that items which are shipped from multiple locations may not all arrive on the same date.

We want to ensure that your order is shipped to you as quickly as possible. If your order has experienced a delay in shipment which exceeds the normal processing and shipment time, please contact us using the "Ask a Question" button to the right of your screen and make sure to include the following information:

Order number

Item not yet shipped

*Shipping promotions apply only to orders shipped within the continental US, not including HI or AK.

 

WHAT ARE THE TERMS & CONDITIONS OF YOUR INTERNATIONAL SHIPPING?

International orders (shipped outside the United States) can take up to 24 business days for delivery. Please be advised international orders can sometimes be delayed in customs. Be sure to check your shipment tracking number (provided via email when the order ships) for delivery status. Not all international orders will have tracking outside the United States, we apologize for any inconvenience.

We are not responsible for products confiscated by the legal authorities of your country or state; we advise you to check your local laws in advance, before ordering, if you suspect that your country bans any products.

*Please Note* - If you are not able to select your country in the shipping field at checkout, this means that we unfortunately do not offer shipping to that country at this time. We apologize for any inconvenience.

International Shipping Duties and Taxes

Orders shipping to destinations outside the United States might incur duties and taxes. If duties and taxes are imposed on your order, they are due at time of delivery. Please consult your local customs office for more details about your country's duties and taxes. We are not responsible for any import taxes, duties, or brokerages fees which may be incurred on your international order shipment.

If your country is not on our list shippable countries, please know that we are working hard to include services to your country in the future.

International Post Office Box (PO Box) addresses:

We regret that we cannot deliver to international post office boxes. A street address is required for international delivery. By accepting these terms & conditions, you agree that you are not providing a Post Office Box address for your shipment. In the event that your shipment is returned to us as undeliverable due to an international PO Box address, we will not be responsible for refunding shipping costs.

International Shipping Costs

International shipping charges vary by the products ordered and the shipping destination. Shipping charges are automatically calculated during the checkout process.

 

WHAT DOES BACKORDER MEAN AND WHEN WILL MY BACKORDERED ITEMS BECOME AVAILABLE?

Although we make every attempt to have items available in stock, occasionally we may list inventory as backordered, indicating that the item is temporarily out of stock. These items are not available to ship immediately because we are in the process of securing additional inventory from our suppliers. When possible, we will post expected ship dates in the item description.

When no ship date is indicated during checkout, backordered items are typically returned to stock within 2-3 weeks. In some cases, there are production delays or inventory shortages which may delay the arrival of your item to our fulfillment centers.

If you wish to cancel your backordered item, please use the "Ask a Question" button above and make sure to include the following information:

 

Order number

Backordered item

 

SALE

HOW DO I RETURN AN ITEM FOR A REFUND OR EXCHANGE?

Return Policy How do I return an item for a refund or exchange? 

Return Conditions If you are unsatisfied with an item that you have purchased, you may return the item for an exchange or refund within 30 days of receiving the order. 

If you do not have your packing slip or are not sure if an item is returnable, please contact us at store@discovery.com. When reaching out, please be sure to include: - Order number - Item(s) to be returned - Reason for return request 

Please note that the following conditions apply: 

- You are responsible for paying to return the item(s) to our fulfillment center. There is no additional charge when we ship an exchange item to you. Please note that your order will be processed with the same shipping carrier and priority of your original order. 

- Shipping charges are not refunded when you return an item, only the price of the item purchased. 

- Refunds are issued only to the payment method used to place the order. Credits cannot be issued in the form of checks or gift cards. Refunds or exchanges will only be issued after the merchandise has been received our our fulfillment center, and determined to resaleable. ***This includes orders placed with prepaid gift cards, so be sure to keep your card information even if there is no remaining balance.*** 

- Items must be in new, resaleable condition. Clothing items must have tags attached (when applicable) to be returnable. 

- Certain items are non-returnable, such as personalized items, gift cards, opened media items (DVD, CD, books), and furniture. 

- We can only process exchange requests for a variation of the same product (either a different color or size). We are not able to fulfill exchange requests if the exchange item requested costs more than the item being returned. Because we do not store our customers' credit card information on file, we are unable to charge your card for any difference in price. ***Please note: garments larger than an XL will normally have a higher selling price. This would require a return of the original item, plus placing a new order for the larger size.*** 

- Retail Purchases: Please note that orders placed through our online store cannot be returned to retail store locations, nor can retail store purchases be returned to the online store. 

Return Instructions Before returning your order, you will need to contact our customer service department to confirm a return authorization. Please reach out to store@discovery.com with the information below: 

- Order number - Item(s) to be returned - Reason for return request 

- If any of the items in your order are damaged or defective, please provide images (including damaged packaging, when applicable). This will help us determine if these will need to be sent back to our fulfillment center. 

- Once you have received a return authorization, you will need to securely pack your merchandise. We are not responsible for items that are damaged while in transit to our fulfillment center 

- Include a note with the following information: Order number Return Authorization Number Reason for return 

- Ship the merchandise to the address provided with your return authorization email. To help facilitate a seamless return or exchange, we recommend providing the tracking number for your returned shipment. Your order # is required for your return or exchange to be processed by our fulfillment center.

 

CAN I RESELL PURCHASED MERCHANDISE?

All merchandise sold on this site is sold via a retail sale and intended for your personal use only. Any resale or attempted resale of any purchased merchandise is not permitted.

 

CAN I CANCEL MY PRESALE ORDER, OR RETURN IT AFTER IT SHIPS?

We are sorry, the nature of Pre-order items prohibits the return or cancellation of orders. We will offer an exchange on damaged items only.

All Presale orders are final.

 

RETURNS

 

HOW LONG DOES IT TAKE TO PROCESS MY REFUND / EXCHANGE REQUEST?

Most refunds and exchanges are processed within two weeks of the return shipment being received at our fulfillment center.

However, please understand that exchange processing times may vary depending on the season and the exchange product's availibilty. During the holiday season, exchanges may take up to one billing cycle to process.

Before contacting us, please verify that your returned item is eligible for an exchange or refund. .

If you have returned an eligible item and have not received your refund or exchange item within three weeks of the item(s)'s arrival at our fulfillment center, please contact us using the "Ask a Question" tab above and make sure to include the following information:

Order number

Item(s) returned

Returned for a refund or exchange?

Exchange item requested (if applicable)

Tracking information for the returned item(s)

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