Shipping and Delivery

How much does shipping cost?

Shipping is completely free for all orders within Germany, with no minimum order amount.

How long does it take to process my order?

After receiving your order, we usually take 1–2 business days to prepare it and get it ready for shipment.

How long does delivery take?

Once the package is handed over to the carrier, typical delivery time is 4–8 business days.

When will I receive my order?

Under normal conditions, you will receive your order within approximately 5–10 business days from the date of purchase.

Which carriers do you use?

Orders are shipped from our warehouse in Germany using trusted carriers (for example: DHL, Hermes, DPD, or UPS), depending on availability.

Returns and Right of Withdrawal

How long do I have to return an item?

You can exercise your right of withdrawal and return your order within 14 calendar days from receipt, without needing to justify the reason.

Who pays the return shipping?

Return shipping costs are generally the responsibility of the customer, except in the following cases:

• The product is defective or damaged.
• You received the wrong item.

In those cases, DualZone will cover the return shipping costs and coordinate the exchange or refund.

How do I process a return?

1. Contact us at contact@dualzone.de and indicate that you wish to return your order.
2. Once your request is approved, we will send you detailed instructions and, if applicable (for defective/incorrect items), a prepaid return label.
3. Pack the item securely, including all accessories and original packaging.
4. Drop off the package at the designated carrier’s collection point, as indicated in the instructions.

What is the return address?

Important: Returns sent without prior authorization cannot be accepted.

Are restocking fees charged?

No, we do not apply restocking fees. Once the return is processed and approved, you will receive a full refund of the purchase price (except for any reduction in value due to improper use, see next point).

Responsibility for loss of value

You are only responsible for any decrease in product value if it results from handling beyond what is necessary to check the nature, features, and functioning of the item.

Which items cannot be returned?

For safety and protection reasons, some items are non-returnable, including:

• Opened or used products that cannot be resold as new
• Items that have been tampered with, damaged, or improperly installed
• Electronic products that require activation or digital registration already completed (e.g., controllers or accessories linked to personal accounts)
• Software, digital cards, download codes, or electronic content
• Products purchased on clearance or as “Final Sale”

If you are unsure whether a product can be returned, please contact us beforehand at contact@dualzone.de.

When will I receive my refund?

We will notify you once we have received and reviewed the returned item. If the refund is approved, it will be processed using the original payment method within a maximum of 10 business days.

Refunds are made using the same payment method used for the purchase unless expressly agreed otherwise. Bank processing times may vary depending on your payment provider.

Payment

Which payment methods do you accept?

We accept secure and common payment methods, for example:

• PayPal
• Credit and debit cards (Visa, Mastercard, American Express)
• Klarna (when available)

The exact options are displayed in the final step of the checkout process.

Contact and Customer Service

How can I contact customer service?

You can reach us through the following channels:

• Email: contact@dualzone.de (available 24/7)
• Phone: +49 176 14340963

Phone support hours

Monday to Friday, from 09:00 to 18:00 (CET). Emails are answered as soon as possible, even outside these hours.

About Us

Who is behind DualZone?

DualZone is a brand managed by Arvento Group, created by and for gamers. Our mission is to provide quality products, fast shipping, and local service in Germany.

Where are you located?

Legal headquarters: Arvento Group LLC, 155 N Wacker Dr Lbby, Chicago, IL 60606, USA
Warehouse and returns: Rosenthaler Str. 43–45, 10178 Berlin, Germany