FAQs

Welcome to The Dynix Help Center. Please browse this FAQ page to find the answers that best match your question.

If you can't find what you're looking for, please feel free to contact us:

  • Online Form: Click the 'Contact Us' link at the bottom of any page and follow the instructions.

  • Email: Our dedicated customer support team works around the clock to respond to your inquiries. Please note that our response time may take up to 1-3 business days. We appreciate your patience and will assist you as fast as possible.

 

About My Account

 

What is “My Account”? The “My Account” section helps you manage your profile, orders, and payment information. You can use it to view your order history and update personal details, such as your password. For immediate answers, please check our helpful FAQ page which can guide you through the thedynix.com website. If you still have questions, you are welcome to contact our Customer Support Team.

Why do I need an account? While you can purchase on our website as a guest, creating an account is advisable for your shopping convenience. It allows you to:

  • Check the status and history of your current and past orders.

  • Manage your shipping and payment information.

  • Save items to “My Cart” for future purchases.

  • Manage your coupons. Please ensure the personal information provided (name, address, valid email) is accurate and up to date.

What should I do if I forgot my password? If you have forgotten your password, simply click on “Forgot my password” and enter your email address. Our automated system will immediately send you an email with instructions to reset your password.

How do I complete the payment? At The Dynix, we accept several payment methods, including PayPal and all major Credit or Debit Card providers. All payments must be received in full prior to the dispatch of goods or issuance of a coupon. The Dynix will not fulfill your order if your payment is declined. All transactions are processed in US Dollars (USD). PayPal or your card provider will automatically convert the payment to your local currency.

How to redeem the coupon code? Please proceed to the "checkout" page and fill in your payment information. Click “continue,” and you will be directed to a new page where the coupon code can be redeemed. The code needs to be entered exactly as advertised, paying close attention to capital letters and spaces.

 

About My Orders

 

What is “About My Orders”? This section covers all topics relating to the orders you have placed on The Dynix. If you cannot find the answer here, please contact our Customer Support Team.

Did I make an order successfully? Once payment is completed, you will receive an order confirmation email. If you do not receive it, please check your “spam folder” or the 'My Orders' section in your account. Note: If your order is flagged as high risk (due to a potentially unauthorized payment), we only require a confirmation email regarding your payment before processing.

How to check my orders information? Please log in to your account and click 'My Orders'. Here you can check your order history (order number, total amount), order details (shipping address, size, color, quantity, etc.), and order status (Confirmed, Processing, Shipped).

What does my orders status mean?

  • Confirmed (Order Received): You have successfully completed the payment, and your order is confirmed by The Dynix. You are able to change or cancel your order only under this circumstance.

  • Processing (In Dispatch): Your order is being prepared for dispatch. At this stage, any request to cancel or change your order is invalid.

  • Shipped: Your order has been dispatched from our warehouse to the shipping address you provided. Your order is on the way!

How to change or cancel my orders? If you want to change or cancel your order, please contact us via email within 12 hours after receiving your order confirmation. If your order status is 'Processing' or 'Shipped', we cannot change or cancel it.

How long it takes for my orders to be dispatched? The dispatch (or handling) time is the number of business days required by The Dynix to fulfill the order. Our estimated dispatch time is 3-5 business days. Once shipped, you will receive an email including shipping confirmation, tracking number(s), and delivery time. You can also check the status in 'My Orders' or simply by clicking here.

 

About the Shipping

 

What is “About the Shipping”? The "Shipping Information" section covers topics related to the actual delivery of your order. If you cannot find the answer here, please contact our Customer Support Team.

What shipping methods do you offer?

  • Standard International Shipping: Your order will be shipped to your doorstep in approximately 7-21 days. There are no hidden charges. We are currently working on an express option.

How long will it take to receive my orders? Standard International Shipping: Your order will be shipped to your doorstep in approximately 7-21 days. If the package is not delivered within this specified time, feel free to contact our customer support team for an update. (Note: The shipping time does not include the dispatch time, which is generally 3-5 business days.)

How to track my orders? Once your order is shipped, we will send you a shipping confirmation email that includes your tracking number and a tracking link. Alternatively, you can find the tracking number and tracking link under the 'My Orders' section or simply track your order here. We will provide the tracking number as soon as the shipping company makes it available.

Are there any additional fees involved in international shipping? At The Dynix, products are shipped from overseas. In some cases, shipments may be subject to import taxes, customs duties, and fees, which are levied once a shipment reaches the recipient's country. Additional charges for customs clearance must be fulfilled by the recipient. The Dynix has no control over these charges, nor can we estimate what the additional charges may be as customs policies vary widely from country to country. For more information, please contact your local customs office.

 

About Returns & Refunds

 

What is “About Returns & Refunds Information?” If you believe there is an issue with your item or you wish to claim a return or refund, the "Returns & Refunds Information" section will guide you. We select high-quality goods for sale on The Dynix website, but if something is wrong with the item you received, please contact us via email.

What should I do if items received are not satisfactory? If you are not satisfied with the item and wish to request a refund, please check our Return Policy to ensure the return is applicable for your order. You must claim your refund within 60 days from the dispatch date. The Dynix reserves all rights to charge a handling fee on all items returned for non-quality issues. Under any circumstance, we will not refund the original shipping cost.

What should I do if I have received the wrong order or items? If you have received an item you did not order or somebody else's order entirely, please contact us as soon an possible and kindly attach clear photos of the incorrect order/items. Perceived color differences due to display settings are not grounds for an exchange or refund.

What should I do if an item in my orders is missing? For logistical reasons, items in the same order will sometimes be sent in separate packages to ensure faster delivery. Do not worry if you don’t receive all items at once; they are on the way! If you are certain an item is missing, please contact Customer Support immediately. We will be happy to track it for you. Once confirmed that an item was missing, we will either refund the item cost or send you a replacement 100% free of charge.

What should I do if I received a defective or damaged item? If the item you received is damaged or defective during shipping, you are eligible for a replacement. Please contact the Customer Service Team and be ready to provide photos or operating videos clearly showing the problem. The Dynix offers insurance cover under the following circumstances:

  • Lost in transit: If the product delivery exceeds 30 days past its scheduled date, The Dynix will assume the product is lost in transit and refund you.

     

  • Damage in transit: If the product gets damaged during delivery.

     

How soon will I receive my refund? In most cases, we will refund your money within 5 business days after your refund has been processed. The refund will be credited to the original account that you used to pay the order. PayPal refunds are typically instant, but refunds to your credit/debit card can take up to 6 business days.

 

How do I return the products? The Dynix hopes you will be satisfied with every purchase you make. If you need to return an item, returns must be prearranged and authorized by a Customer Support member. Item must be returned unused in its original condition with the order confirmation email. The packaging must not be broken wherever applicable.

We cannot accept returns under these circumstances:

  • It is beyond the 60-Day Money Back Guarantee Period.

  • The order was placed by mistake but wasn't canceled within 12 hours.

  • Seasonal items (e.g., Easter, Halloween, Christmas, etc.) returned after the event date.

  • The size you choose does not fit you well (the detailed size chart is included in the description).

  • The customer has simply changed their mind.