At DIVEVOLK, our goal is to get you exploring the underwater world with your smartphone as quickly and seamlessly as possible. We know that excitement builds from the moment you click 'buy,' and we want to ensure that your new gear arrives perfectly and on time for your next adventure. To help you navigate the process, we’ve put together this helpful guide covering everything from placing your order to receiving your package.
Step 1: The Perfect Fit – Getting Your Phone Model Right
Why Your Exact Phone Model is Crucial
Unlike a simple case, the DIVEVOLK housing uses a precisely designed internal adapter block to ensure your smartphone fits securely and aligns perfectly with the touchscreen membrane. Because phone manufacturers often release slightly different versions of the same model, providing the exact details is essential.
Please be sure to specify variations such as:
- 4G vs. 5G versions
- Regional versions (e.g., European, North American, Asian models)
- Any other specific identifiers (e.g., "Pro," "Plus," "Ultra")
If you're unsure, you can typically find this information in your phone's "Settings > About Phone" menu or by checking with your original mobile provider.
How to Add or Update Your Model Info
The best place to provide this information is in the 'Order Notes' section during checkout. If you forget or realize you need to make a correction, please contact our customer service team immediately via email or our website's live chat.
Need to Change Your Address? Please Act Fast!
If you need to change your shipping address after placing an order, please notify us within 24 hours. Our warehouse team is fast! They work hard to process and ship orders quickly so you can get your gear sooner. Because of this efficiency, after 24 hours, your package may already be in the hands of our shipping partners and on its way to you, making an address change difficult or impossible.
To request a change, contact our Customer Service team immediately via our website's live chat or by emailing us at [contact@divevolk.com].
Shipping, Customs & Delivery: What to Expect
Delivery Times
- For most standard regions, you can expect your package to arrive within 5-7 business days after it has been shipped.
- For remote areas and islands, shipping may take slightly longer due to transportation constraints.
- If your order includes a custom 3D-printed adapter block for a unique phone model, please allow for additional production and processing time. We always recommend ordering well in advance of any planned dive trips!
Understanding Customs & Duties by Region
International shipping involves customs, and the process varies by destination. Here’s a general guide:
- For EU Orders: Packages generally ship from our German warehouse. We ship these with duties pre-paid (DDP), meaning you will not face any additional customs fees upon delivery.
- For US Orders: Orders typically ship from our US warehouse. However, if an item is out of stock or includes a custom adapter, it may be sent from another warehouse (like China or Germany). In this case, please be aware that additional customs processing might occur.
- For Other Regions (Australia, Southeast Asia, South America, etc.): Orders to these regions usually ship from our China warehouse. Upon arrival in your country, the package will need to clear customs. You will likely receive a notification from your local customs authority to pay any applicable duties or taxes. The recipient is responsible for these local charges.
If you have any questions or encounter issues with the customs process, please contact our support team. We are happy to provide assistance and documentation where possible.
After You Order: Tracking, Payment, and Communication
Order Tracking: Once your package is shipped, you will receive a confirmation email containing your logistics tracking number. Please keep an eye on your package's progress to ensure you're ready to receive it.
Secure Payments: Our official website uses the secure Shopify payment system, offering a variety of payment methods like major credit cards, PayPal, and more to ensure your transaction is safe and worry-free.
Open Communication: Remember, if you h`ave any questions, encounter any issues, or have special requests, our team is here to help! The best way to reach us is through the live chat on our website or by sending an email to our official customer service address.
Your Adventure Awaits!
We are committed to providing every customer with both a fantastic, high-quality product and a seamless, supportive shopping experience. By keeping these points in mind, you can help ensure your new DIVEVOLK gear arrives smoothly and is ready for action.
If any questions arise at any point in the process, please don’t hesitate to reach out. We can't wait for you to get your gear and start exploring!
