DWT Store FAQs

Return policy

All sales are final. We accept returns or exchanges for products damaged in transit or if the incorrect item was shipped.

 

Refunds and Exchanges based on the above: To be eligible for a refund or exchange, you must first email within 10 days of the order date. Please use the CONTACT US form located on the top bar to reach out to store support. If your item is damaged, we will request a photo. Upon receipt of your email, we will respond within 24 hours and make sure your replacement is sent out. If a replacement item is not available, we will refund the full purchase price.

 

Store info

What are your hours of operation?

Fulfillment and customer service for the DWT Store operates weekdays Monday through Friday from 8AM-5PM PT, excluding holidays.

 

How do I contact store support?

Please use the CONTACT US form located at the bottom right to submit an inquiry to Nadel. You can expect a response within 48 business hours.

 

What information should I reference when submitting a CONTACT US request?

For the speediest reply, please be sure to share your store order number and any action items for Nadel (cancel order, update shipping info, etc.).

 

How do I cancel or change the shipping address for my order?

Store orders will be processed and shipped within 48 hours. If your order has not shipped and you need to cancel or change the shipping address, please use the CONTACT US form located at the bottom-right to reach out to store support. Be sure to reference your order #.

 

Where can I provide feedback on store merchandise?

We would love to hear your feedback and suggestions! Please submit via the CONTACT US form.

 

Fulfillment & shipping

When will my order ship?

All in-stock domestic orders will ship out within 2 business days from Wenatchee, WA. International shipments with complete data will ship within 3-5 business days. When shipping internationally, please make sure that the contact phone number and email address are for the recipient. International shipments may face delays in customs clearance. Transit time is dependent on the courier network. Please contact dwtsupport@nadel.com for any questions or concerns.

 

Deliver in hand date: If your order is needed by a certain date for an event, please email dwtsupport@nadel.com immediately after placing your order with your expected delivery date.

 

When will I receive confirmation for my order?

Immediately upon placing your order, you will receive an email confirmation with the order details. Shipment confirmations will be sent at the end of the shipping business day with the tracking information. Please allow up to 24 hours for tracking to become live.

 

How do I find out the status of my order and tracking information?

The status of your order can be viewed by going to Account > Order History. Order confirmations and tracking notifications are also sent via email.

 

My tracking number is not showing movement - what do I do?

Please allow 24 hours before tracking your shipment. If the package still does not show movement, please reach out to Nadel via the CONTACT US form and include your order # for reference.

 

Purchasing

How do I pay for merchandise?

If ordering for a DWT event or sponsorship, or for a client gift, users may select appropriate practice group or department from the GL code dropdown during check out.

If purchasing for personal use or personal gifting, please use a credit card for purchase.

 

Custom orders

Don’t see what you’re looking for?

Please contact dwtsupport@nadel.com.

 

What is the process for requesting custom swag?

Please contact dwtsupport@nadel.com.