FAQ

What shipping options can I choose?
We ship all of our orders via ZTO Express and for orders outside of China SF Express.

When will my order ship?

All orders, with the exception of pre-orders, are usually packed and processed within 2-3 business days and you will automatically receive an order shipped confirmation email. If you have not received this email please contact us.

Where do you ship from?
All Duolingo Store Asia orders are shipped from China. 

We know you want your order fast so as soon as it is placed, we are on it! 

Regrettably, this means that we cannot cancel or make changes to your order including, but not limited to:

• Canceling your order or specific items
• Changing your billing address
• Changing payment method
• Changing shipping method
• Changing color/size of item(s)
• Addition or removal of item(s)
• Changing or adding a discount code
• Addition or removal of a gift card

For whatever reason if you no longer wish to keep your order, you may be able to return your order after it has been delivered if conditions adhere to our return policy.

In case of a return, please review our return policy and follow steps to initiate a return.

I haven’t received my order, what should I do?
You can track your package using the link provided in your shipment confirmation email. If it has been more than 3 business days since you placed your order and have not received a shipping confirmation email, please contact us with your order details so we may look into it for you.

My order is damaged or defective, how do I get a refund or replacement?
Please review our store return policy for information and instructions relating to returns.

What payment methods do you accept?

We accept Visa, Master, UnionPay, JCB, Apple Pay, Google Pay, WeChat Pay.  Please note that we can't process any partial payments.

What is your returns policy?

If you're not happy with your order or received a damaged/defective product, you can return it for a refund within 7 days for domestic shipments and 30 days for international shipments after receiving your order. You can find more detailed information and instructions by viewing our store return policy.

How do I return an order?

Please send us your name, email, order number, and the reason for the return through our contact us page. Our support team will respond with step-by-step instructions.