FREQUENTLY ASKED QUESTIONS

1. ORDERS & PAYMENTS

• CAN I CHANGE OR CANCEL MY ORDER AFTER IT HAS BEEN CONFIRMED?Deetage reserves the right to accept, refuse, or cancel any order. If you need to make an urgent change to your order, please contact us immediately via WhatsApp at +94 70 304 5555 before the order is processed. Once an order has been processed or handed over to our courier partner for delivery, it cannot be modified or cancelled under any circumstances.
• WHAT PAYMENT METHODS DO YOU ACCEPT, AND IS IT SAFE TO PAY THROUGH YOUR WEBSITE?All payments made through our website are processed via highly secure, encrypted third-party payment gateways. We accept all major credit and debit cards. To ensure maximum consumer security, Deetage never stores your card or financial details on our servers.

2. SHIPPING & DELIVERY

• HOW LONG WILL IT TAKE TO RECEIVE MY ORDER?Once payment is confirmed, orders are processed and dispatched to our courier partners within 1–2 business days (excluding Sundays and public holidays). The estimated delivery timeframes are as follows:
  • Colombo & Western Province: 2–3 business days.
  • Outstation Areas: 3–5 business days.
  • International Shipping: 7–14 business days (subject to destination customs clearance).
• WHAT HAPPENS IF I MISS MY DELIVERY?Our courier partners will attempt delivery up to two (2) times. Please ensure that you provide an accurate shipping address and a reachable contact number when placing your order. If a package is returned to us due to unsuccessful delivery attempts or an unreachable customer, any additional courier fees for re-dispatching the order must be borne by the customer.
• DO YOU SHIP INTERNATIONALLY?Yes, we offer international shipping to selected countries. However, please note that customers are fully responsible for ensuring that the purchased items (especially nutritional supplements) comply with the import regulations of the destination country. Any local customs duties, import taxes, or clearance fees imposed by the destination country are also the sole responsibility of the customer.

3. RETURNS & EXCHANGES

• WHAT ARE THE PRIMARY CONDITIONS FOR ELIGIBILITY UNDER YOUR RETURN & EXCHANGE POLICY?We offer a 21-day return and exchange window from the date of delivery for eligible items. All returns are subject to inspection and approval upon receipt and must meet the following criteria:
  • Apparel: Must be unworn, unwashed, unaltered, and returned in its original condition with all tags and packaging intact. It must be completely free of stains and odours (including perfume, detergent, smoke, or body odour).
  • Nutrition Products: For health, hygiene, and consumer safety reasons, nutrition products are strictly non-returnable and non-exchangeable once opened or if the safety seal is broken or tampered with. Unopened products with fully intact safety seals can only be returned within 3 days of delivery.
  • Hygiene-Sensitive Items: Items such as socks, undergarments, caps, beanies, shaker bottles, and water bottles are strictly non-returnable and non-exchangeable.
  • Sale & Discounted Items: Items discounted by 20% or more are considered Final Sale and are not eligible for return or exchange unless they have a manufacturing defect.
• DO YOU OFFER CASH REFUNDS FOR RETURNED ITEMS?No, we do not provide cash refunds for change-of-mind returns. Approved returns will be issued in the form of Store Credit only (via a digital coupon or gift card) equivalent to the purchase value of the returned item(s), excluding original shipping fees. This Store Credit is valid for 12 months from the date of issue and can be used to purchase any product on our website.
• WHO PAYS FOR THE SHIPPING COSTS WHEN RETURNING AN ITEM?Customers are responsible for all return shipping costs, unless the item received was damaged, defective, or incorrectly supplied by us. Original shipping fees are non-refundable in all cases.

4. DAMAGED OR INCORRECT ITEMS

• WHAT SHOULD I DO IF I RECEIVE A DAMAGED, DEFECTIVE, OR INCORRECT PRODUCT?If you receive a defective item, the wrong size, or an incorrect flavour of a nutrition product, you must notify us within 48 hours of delivery. Please send your order details along with clear photographic or video evidence via WhatsApp (+94 70 304 5555) or email (support@deetage.lk). Once inspected and approved, we will provide a replacement item or issue equivalent store credit.

5. NUTRITION & HEALTH DISCLAIMER

• DOES THE PRODUCT INFORMATION ON THE WEBSITE CONSTITUTE MEDICAL ADVICE?No. All nutrition-related content, product descriptions, ingredient details, and usage recommendations provided on this website are for informational purposes only and do not constitute medical advice. We strongly advise all customers to consult a qualified healthcare professional or physician before using any dietary or nutritional supplement products.

6. CONTACT INFORMATION