Customer Service | DXL (2024)

Returns & Exchanges

START YOUR RETURN NOW

If you cannot visit any of our stores for your return, please complete the following steps to return the merchandise via UPS.

1. Complete the return/exchange form that came with your order or print it here!

2. Complete the instructions in the UPS Prepaid Returns Label process.

3. Bring the package to your nearest UPS drop-off location!

Still have questions? Keep reading the Returns & Exchange policy below for all of the details.

RETURNS / EXCHANGE POLICIES

Our goal is simple, if you are not completely satisfied with your purchase, simply return the unworn, unlaundered item(s) in salable condition within 90 days of purchase to a DXL store along with your receipt and original form of payment or return the items(s) via UPS, or your preferred carrier, along with your completed Return/Exchange Form.

We stand behind our goods and services and always do our best to take care of our Guest’s returns on a case-by-case basis. In extenuating circ*mstances, if the return is accepted after 90 days, the refund will be processed in the form of a gift card or E-gift card. We have long believed that when we treat our Guests fairly, they in turn are fair with us.

Please note that due to hygiene and safety concerns our DXL masks are non-returnable and non-refundable.

IN-STORE PURCHASES

Any in-store purchase(s) returned within 90 days of purchase will be refunded to your original form of payment. If we are unable to find a record of your sale, and choose to provide a refund, we will ask for either your address or phone number to process the refund as a DXL Gift card or E-Gift card based on the current selling price of the item(s).

Sorry, but we are unable to accept returns for Custom clothing (suits, suit separates, jackets and dress shirts) unless it is damaged/defective merchandise.

DXL Gift cards and E-Gift cards cannot be returned.

Discounts given at the time of purchase will be deducted from returned merchandise. In the event of a return or exchange, discount may be forfeited. For example, when a purchase involved a coupon discount taken on the entire transaction, the value of such coupon was proportionally distributed to all items purchased. If you return one of the items, the final price refunded will be the original as-sold price shown on the receipt less the prorated coupon discount.

Refunds, with valid receipt, for in-store purchases paid for by cash under $100 will be refunded in cash unless store funds are not available. If store funds are not available, the refund will be delivered in the form of a check mailed from our Home Office within 7-10 business days of the return.

Any in-store purchases paid by cash or check returned back to our distribution center will be refunded as a DXL E-Gift card.

We reserve the right to refuse any return. ID may be required in connection with any return or exchange.

ONLINE PURCHASES

For the quickest processing of your web or phone order exchange, fill out the return/exchange form and use the enclosed pre-paid UPS return label ($7.50 will be charged against your original method of payment for using the pre-paid shipping label). If you do not have a return label, you can download and print a label. Please record your tracking number for reference and then bring the package to your nearest UPS drop-off location.

We will ship your replacement item(s) within the continental U.S. at no additional charge. Any purchase(s) returned within 90 days of purchase will be refunded to your original form of payment. All other refunds will be in the form of a DXL E-Gift card. Shipping and handling charges are non-refundable unless an error occurred on our part in shipping your order.

The $7.50 pre-paid shipping-label cost will be waived for item(s) returned for damaged/defective merchandise and/or exchange orders only.

Send returns to: 555 Turnpike Street, Canton, MA 02021 or contact Customer Service if the item has been shipped directly from the manufacturer.

For your convenience, DXL also offers FREE RETURNS AND EXCHANGES TO ANY OF OUR STORES.

Return/Exchange Form

UPS prepaid return label

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INTERNATIONAL PURCHASES & RETURNS POLICY

DXL offers international shopping through our partnership with global e-commerce provider Borderfree. By placing an international order, you acknowledge that your financial transaction and shipment will be processed by Borderfree. Your customer service needs will be handled directly by DXL.

ABOUT BORDERFREE

Borderfree partners with online retailers to sell internationally by providing international customers with access to products found in the United States. Borderfree allows local currency prices to be visible throughout DXL.com and displays your final total (including customs tariffs, taxes and shipping fees) during Checkout. Borderfree also enables DXL.com to take advantage of a shipping network that delivers packages quickly and reliably to global customers.

HOW TO ORDER

• You will have the option to select International shopping and choose your shipping destination and preferred currency. All DXL prices will automatically be converted into your chosen currency.
• Shop DXL.com as you normally would. When you proceed to Checkout, your secure transaction will be completed with Borderfree. Borderfree will calculate and display a guaranteed order total, including all shipping costs and any applicable duties and taxes.
• Once your transaction is complete, DXL will ship your item to the Borderfree shipping hub in the United States. Borderfree then ships your order to its final international destination.
• You may ship to a specific country but pay with a different country's currency. If you don't see your country listed, we are not currently able to ship to that destination.
• If you are shipping to a U.S. or an APO/FPO address, simply proceed through the regular Checkout process.

EXCHANGE RATES

Foreign exchange rates are determined by Borderfree and are based on interbank rates of exchange. These rates correspond with the average aggregate exchange rates that would otherwise be applied in an e-commerce transaction.

DUTIES & TAXES

Your order total is guaranteed at the exchange rate set when your order is placed. International taxes, tariffs and value-added tax (VAT) will be calculated into your final order total during Checkout and can be viewed under Duties & Taxes.

Duty, customs tariffs and VAT are set by the destination country. They are determined based on the purchased merchandise's country of origin or manufacturing and the classification of that merchandise in accordance with a harmonized system adopted and used by the countries that Borderfree supports. The amount of applicable duty, tariffs, taxes and VAT will vary by country and will be determined and guaranteed by Borderfree during Checkout.

PAYMENT METHODS

Your credit card will be billed by Borderfree when your package is shipped to its final international destination. 'BF* DXL.com will appear on your credit card statement. We are sorry but DXL.com Gift cards, E-Gift cards and DXL Rewards Club Certificates are not accepted at this time.

SHIPPING OPTIONS & CHARGES

International shipping costs are calculated based on a number of factors, including the chosen service level (Standard/Express), the number of purchased items, the weight of the items and the destination country postal code. During Checkout, international shipping costs will be calculated and guaranteed by Borderfree based on the items you are purchasing and your shipping destination.

International customers may ship to multiple addresses by placing a separate order for each shipping address. We cannot ship single international orders to multiple addresses at this time.

DELIVERY TIMELINE

Most in-stock items generally arrive within 4-10 business days after your order is received depending on service type and destination. ("Business days" means Monday-Friday, excluding holidays.) Since delivery timeframes vary depending on destination, a more accurate estimate will be provided during checkout.

Please note: Although we try our best to deliver your items during the estimated timeframe, delivery dates are not guaranteed.

Online International Returns

International online orders must be returned via Borderfree within 90 days of delivery and must be authorized using a Return Merchandise Authorization form. Please contact Customer Service to process this form and to receive shipment documentation. Borderfree will credit your account upon receipt of the merchandise at the international hub.

We are not able to offer merchandise exchanges on online orders shipped internationally. If you return an item that was purchased using a coupon discount that was taken on the entire transaction, the value of such coupon was proportionally distributed to all items purchased and the discount will be forfeited and may not be reused. If you return one of the items, the final price refunded will be the original as-sold price shown on the receipt less the prorated coupon discount.

Returns sent without the appropriate documentation may be delayed in Customs. Unfortunately, we cannot refund your original international shipping charges

INTERNATIONAL ONLINE EXCEPTIONS

• International orders are not eligible for merchandise exchanges or ship to store.
• Some promotional restrictions may not apply to international order including some promotions, free shipping, gifts with purchase.
• DXL.com Gift cards cannot be sold or redeemed internationally at this time.
• Some items may not be available for international shipment. International customers will be notified to remove restricted items during Checkout.
• We apologize as we are currently unable to offer DXL Rewards Club membership to international shoppers.
• The maximum order value for international shipment is US$25,000.

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SHIPPING INFORMATION

DELIVERY OPTIONS

• Delivery methods and delivery days may vary based on the shipping location.
• If an item has alterations, please add 2 delivery days for all delivery options including Express options.
• For items shipping direct from the manufacturer, please review additional processing time and shipping delivery options on the Additional Info tab for each item. Not all items shipping direct from the manufacturer are available for Express Delivery options.

STANDARD DELIVERY

• P.O Boxes: Estimated delivery 7 to 10 business days via USPS
• APO/FPO/DPO: Estimated delivery 15 to 20 business days via USPS
• HI, AK and U.S. Territories: Estimated delivery 15 to 20 business days via USPS
• Shipping to a Military Address - APO/FPO/DPO

Most items on dxl.com can be shipped to APO, FPO or DPO addresses, however, there are exceptions. Please contact us before completing your purchase to ensure your items qualify to be shipped to a APO, FPO or DPO address.

EXPRESS DELIVERY

• Next or 2nd Day Business Express Service is available for in-stock items in the continental United States if ordered and credit is approved by 2pm ET on a business day.
• Express Delivery to rural or remote locations typically arrives within 3-4 business days.

Click here for International Shipping Information

ORDER TRACKING

• You will receive a tracking number in your shipment confirmation email, unless your item is shipped by the U.S. Postal Service.
• Standard delivery tracking numbers may not appear on UPS website for 1-4 days.

RATES

*Expedited service available only to the contiguous 48 states. We ship to PO boxes, Alaska, Hawaii, APO/FPO, U.S. territories and possessions by U.S. Postal Service (USPS).

†FREE domestic (U.S.) standard shipping to any Casual Male XL®, or DXL® store (excludes some Home and Living products). Shipping surcharges still apply.

International shipping is not available on some Home & Living and Living XL products.

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SAME DAY PICK UP IN-STORE

How to use Same Day Pickup In-Store

• Select your item preferences including size, color and quantity
• Choose the option to "Pickup in Store Today"
• Select your preferred store & confirm product availability
• When product is confirmed as available at that location, select "Add to Bag"
• Proceed to checkout and place your order
• Pick up your order in-store the same day!

*You will be notified by email when we have received your order. You will then receive a follow-up email when your order is ready for pickup, which will include your specific pickup time. Please bring the second email notification containing the order number and order details when you pick up your order.

General Store Pickup Times

CURBSIDE PICKUP HOURS: MONDAY-SATURDAY: 12 - 6 PM • SUNDAY: 1 -4 PM

Important Information

• Not all items and store locations are eligible for Same Day Pickup.
• Pickup is available during designated hours only, see above.
• If your order is placed outside of this timeframe, it will be ready on the next business day.
• Customer Pickup orders (Curbside Pickup and Buy Online Pickup in-Store orders) that have not been claimed in 7 days or more will be cancelled. An authorization hold will be placed on your credit card at the time of your order, but you are only charged for the order when you pick up the merchandise from the store.

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FAQs

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