FAQs

COVID-19 UPDATE

Team IRL are currently all working from home in #LockdownLife, but you can still place orders as the fulfilment service we use remains open and they are following government guidelines including strict social distancing and extra hygiene precautions. We will let you know if anything changes. Stay safe!

How long will it take to ship my order?

See our shipping page.

How much does shipping cost?

See our shipping page.

Does my delivery have a tracking number?

See our shipping page.

What’s the total cost in my home currency?

All prices are stated in US Dollars ($). To check out the approximate price in your home currency you can use this online currency converter.

Please note, the amount on your card statement will be the equivalent amount in your local currency based on the rate applied by your credit card company / Paypal when your account is debited. The rate used by your bank or credit card company may not be the exact rate as stated at the time of purchase.

What credit / debit cards are accepted?

All major credit and debit cards are accepted. If you’re unsure if your card will be accepted, you can see all accepted card types at the checkout page.

It is possible to use American Express via Paypal. To do this, click the Paypal icon. Then click “Check out as a Guest”. This will load the Paypal screen. From here, click “Pay with a debit or credit card” and you can select American Express.

What is your returns policy?

See our Returns Policy.

Why haven’t I received my order yet?

See our shipping page.

Does Dan & Phil Shop (U.S.) accept international orders?

No. We have a separate shop that ships all over the world. Prices are in British Pounds (£) and your order will be shipped from the UK. It helps us to keep the costs lower for you, the customer. You can pay with Visa, Mastercard or PayPal.

Do I need to pay tax on my order?

The taxes required vary depending on the US State you’re ordering from. To find out the total cost of your order, add the items to your shopping basket and proceed to the checkout. Enter your address details and the total price will be confirmed before you’re required to make any payment.

Do I have to pay customs and import charges?

All orders placed on the Dan & Phil Shop (U.S.) ship from our warehouse in the USA. Therefore you should not be required to pay any customs charges.

What credit / debit cards are accepted?

All major credit and debit cards are accepted. If you’re unsure if your card will be accepted, you can see all accepted card types at the checkout.

It is possible to use American Express via Paypal. To do this, click the Paypal icon. Then click “Check out as a Guest”. This will load the Paypal screen. From here, click “Pay with a debit or credit card” and you can select American Express.

Is Dan & Phil Shop (U.S.) a “safe” online store?

You’re totally safe to shop here - all your details and payment information are protected to the highest industry standards.

This website is handled by Shopify - they are PCI compliant - which means they are 100% safe.

PayPal handle the payment and transaction process - all of your payment details are encrypted; they are one of the most secure payment platforms in the world.

Why am I taken to a different website to checkout?

This is because all payments are handled by external, PCI compliant payment processors such as Paypal and Shopify Payments. Dan & Phil Shop (U.S.) does not have any access to card payment information.

Who is Spacepants Online, Inc?

Spacepants Online, Inc is the US registered company handling the merchandise for Dan & Phil Shop (U.S.).

I did not receive my order confirmation email, what should I do?

Please check your Spam or Junk mail filters and make sure you add customer.services.us@danandphilshop.com to your approved address book. If you still do not see an email, please submit an email to customer.services.us@danandphilshop.com.

I’ve tried everything but for some reason my order won’t go through?

Make sure you have filled out all of the fields. If you still have problems, email customer.services.us@danandphilshop.com with a description of your problem and we’ll try to look into it for you as soon as possible.

What if I entered the wrong address, or my package is undeliverable?

If you give us the wrong address and/or your package is deemed undeliverable by the postal service it will be returned to our warehouse.

When it arrives here you’ll be contacted by a Customer Service Agent and asked to give us a new address. We will not try to ship it to the same address, and you’ll need to pay for shipping again.

If you would rather not pay shipping again we will happily refund the purchase price, minus the original shipping.