FAQ - Duolingo Store

frequently asked questions

INFORMATION

Please note that during the holiday season, shipping transit times may be a little longer than usual (additional 1-3 business days) for both domestic and international shipments due to carrier delays. We apologize for any inconvenience, but will always get your ordered shipped out as fast as possible.

We ship orders internationally but at this time we don't ship to the following countries: Argentina, Brazil, China, Egypt, India, Indonesia, Iraq, Libya, Russia, Slovakia, Tanzania, Ukraine and Yemen.

Once your shipment leaves the United States and enters the destination country, it gets turned over to your local post office. You can track your international parcel through https://parcelsapp.com. Please contact your local post office if you miss your post delivery, as we cannot control how your local post operates. Typically, after a couple of attempts to reach you regarding your shipment, your local post office may return your parcel to the sender.

Please note that all international orders are subject to fees for taxes & duties or VAT. You may be contacted by your local postal service or the courier service(Fedex or UPS) if a balance is owed. You will be responsible for these charges. Typically, your order will be on hold for 3 weeks. If you do not pay, your order will be returned to the sender.

We ship all of our domestic orders via USPS, UPS, or Fedex with economy and standard rates. Options for international include USPS International and DHL Express.

All orders are 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.

All orders ship from the USA

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 or shipping 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 would no longer wish to keep your order, you are able to return your order after it has been delivered.

In case of a return, please review our return policy and make a return.

You can track your package using the link provided in your shipment confirmation email, or by using the "Track Your Order" feature in the help widget located at the bottom right of this page. 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.

We don't offer wholesale pricing or bulk discounts at this time.  If you have any additional questions regarding wholesale orders please contact us

Please review our store return policy at https://store.duolingo.com/return-policy for information and instructions relating to returns.

We accept Visa, Master, Amex, Discover, Shop Pay, Apple Pay, Google Pay, Facebook Pay.  Please note that we can't process any partial payments.

Payment is captured at the time the order is placed. This includes orders for items marked as preorders. The charge will appear on your statement as "SP DUOLINGO STORE".

If you see what looks like a duplicate charge on your statement, one is just an authorization which will disappear in 2-8 business days.

If you're not happy with your order or received a damaged/defective product, you can return it for a refund within 15 days for domestic shipments and 30 days for international shipments after receiving your order. You can find more detailed information and instructions at https://store.duolingo.com/pages/return-policy.

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