Frequently Asked Questions
Find answers to common questions about our products, shipping, returns, and more. Contact our customer support for further assistance.
Product Information
What are the dimensions of the product?
The dimensions of the product can be found on the product page or in the product description.
What materials is the product made of? (Back Pack, display board, Peg)
The Backpack is made of high-quality Nylon, which is lightweight, durable, and easy to clean.The information of the product also can be found on the product page or in the product description.
What’s the best age to use our product?
Our backpack is a versatile and functional accessory designed to meet the needs of people of all ages. Whether you're a preschooler, school-aged children or teenager, our backpack is the perfect choice for all your daily needs
Is the product safe to use?
Yes, the product is 100% safe to use as intended. Please follow all instructions and warnings.
How do I care for the product?
To care for the product, simply wipe it down with a damp cloth or use mild soap and water. Do not use abrasive cleaners or submerge the product in water.
What is the warranty on the product?
The warranty on the product varies by product and can be found on the product page or in the product description.We usually cover the warranty in the first year of usage.
Can the product be customized?
Yes,all of our backpacks can be customized. We have 3 different backpack bundles include different theme of toys, display board,pegs and backpack. Please click Inspiration Page to learn more about the product customization and how to play instruction.
How does the product work?
Simple download our Product Instruction Book here which provides a detailed explanation of the features, specifications, and usage of a product.
What is the expected lifespan of the product?
The expected lifespan of the product varies by product and usage. Please refer to the product page or instruction manual for more information.
Does the product require any special tools or installation?
Some products may require special tools or installation, while others do not. Please refer to the product page or instruction manual for more information.
Is the product eco-friendly or sustainable?
We strive to make our products as eco-friendly and sustainable as possible. Please refer to the product page or our sustainability page for more information on the product's environmental impact.
Payment
What forms of payment do you accept?
We accept all major a variety of payment methods：Including credit cards, debit cards, and PayPal. We also accept Apple Pay and Google Pay through the phone. If you interested in Install payments, you can choose Affirm at checkout.
Shipping & Return
Do you offer free shipping?
Yes! We offer free shipping on all orders over $95.
What is the shipping cost under $95?
Our shipping charges are based on the total value of your order:
- Orders with a total value less than $20: Shipping charge $2.99
- Orders with a total value of $21 - $50: Shipping charge $6.99
- Orders with a total value of $51 - $95: Shipping charge $9.99
- Orders with a total value of $95.00 and above: FREE Shipping
What is your return policy?
We accept returns for most items within 30 days of purchase, as long as the item is in its original condition and packaging. Please refer to our Refund and Return Policy for more information.
Do you offer international shipping?
No, currently we do not offer international shipping to other countries. Please refer to our Shipping Policy for more information about US domestic shipping.
Order Information
How long will it take for my order to ship?
Orders typically ship within 1-2 business days of being placed. However, some items may have longer processing times. Please refer to the email for specific information about processing and shipping times. Shipping usually take 5-8 business days to arrive domestically.
How can I track my order?
You will receive a tracking number via email once your order has shipped. You can use this tracking number to track your package on the carrier's website or find the Track Your Order Page at bottom of menu.
How do I apply a coupon code to my order?
You can apply a coupon code during the checkout process. Simply enter the code in the "Coupon Code" field and click "Apply".
Can I cancel my order?
You may be able to cancel your order before it ships. Please contact our customer service team as soon as possible to inquire about canceling your order. If your order has already shipped, please refer to our Refund and Return Policy for information about returning your order.
Contact & Support
How can I contact customer service?
You can reach our customer service team In three ways:
- Email us at support@dommei.com
- Call us at 626-225-2559
- Click the Chat Box Button and leave message in the chat.
Our customer service hours are Monday-Friday, 9am-5pm PST. We will get back to you in 24 business hours as soon as we can.
What if I receive a defective or damaged item?
We apologize for any issues with your order. Please contact our customer service team as soon as possible so we can assist you with a replacement or refund.
- Email us at support@dommei.com
- Call us at 626-225-2559
- Click the Chat Box Button and leave message in the chat.
Our customer service hours are Monday-Friday, 9am-5pm PST. We will get back to you in 24 business hours as soon as we can.