Contact information

Contact

We're a small operation. Email reaches a real person, and that person answers.

hello@dukeanddot.com

We reply within one business day, Monday through Friday. Messages that land on a weekend get answered Monday.

Before you write

A few things we get asked constantly, answered faster here than by email:

"My tracking hasn't moved in days." That's expected, and your package is fine. Orders clear customs as part of a consolidated shipment, and there are no scan events during that stretch — tracking goes quiet, then resumes and moves fast. Full explanation on our Shipping page. If it's been [X] days past your estimated delivery date with no movement, that's when to email us.

"I want to return this." Email us within 30 days of delivery with your order number. For most items we won't ask you to ship anything back. Returns & Refunds.

"My pump stopped working." Covered for 6 months from delivery. Email us and we'll send a replacement pump free — no return needed.

"Someone is asking me to pay a customs fee." Not us, and not legitimate. Import duties are already included in what you paid. Don't pay it — forward it to us and we'll confirm.

What to include

If you're writing about an order, send us:

  • Your order number (it's in your confirmation email, starts with #)
  • The email address you used at checkout
  • A photo, if something arrived damaged or isn't working

That's usually enough for us to resolve it in one reply instead of three.

Other reasons to write

Wholesale and retail — we're open to it. Tell us about your shop.

Press and partnerships — same address, put "Press" in the subject line.

Something we got wrong — genuinely, tell us. We'd rather hear it from you than read it in a review. If we've made a mistake, we'll fix it and we won't make you fight for it.

Mailing address

Duke and Dot [BUSINESS ADDRESS]

This is our business address for correspondence. Please don't send returns here — email us first and we'll tell you what to do, which in most cases is nothing.

Duke is a dog. Dot is a cat. Neither of them answers email.