While DSG Performance strives to work as fast as possible to provide tracking information to you, please allow up to 48 hours for it to become available in your customer account. Orders received after 3:00 PM EST and for orders received on Saturday, Sunday or any major holiday will ship the following possible business day.
Common Questions...
Q. My tracking # said my scan was in a city that is very far away from the destination, is it going the wrong way?
A. Scans do not necessarily mean a product is in that particular location. The way the carrier system works is that sometimes an item may be run through a particular warehouses system, while en route to your location. This does not mean that it actually arrived at that place, what is important is the actual notes on the tracking. This often happens when items are shipping cross-border, as the warehouse in the destination country will receive a "scan" ahead of the item arriving as the customs docs have been provided, even though the item itself is still in the originating country. This can sometimes make it look like an item has crossed the border and then been shipped back. Its important to keep an eye out for messages like Returned to Sender, otherwise your package is more than likely A-OK! If you are ever concerned however, a quick call to the carriers phone system or to one of our customer service representatives can help you get you more information.
Q. I received a tracking # but it doesn't seem to be working yet?
A. How long ago did you receive it? A tracking # is sometimes issued upon creation of the shipping label, despite the item itself not being picked up yet. A good thing to do before getting concerned is to wait a bit and try again at the end of the day. If your tracking # still is not working, it usually doesn't mean something is wrong and your first step should be to check if there are any notes posted to your order showing any delay or issues that may have occurred. If not, feel free to contact the shipping carrier or to reach out to one of our customer support representatives and we will be happy to help you out.
Q. Why does my tracking # show as invalid?
A. Our system integrates directly with most popular carriers however, there are carriers that are used more rarely that do not have web support enabled yet for live on-site tracking. In these cases, you will have to enter the tracking # manually into the shipping carriers website rather than our own. This happens more often for items shipping directly by air from overseas and sometimes by freight. Keep an eye out for notes or comments in your order, as our representatives will always provide you with a heads up when this is the case as well as a link to the carriers website
Q. I noticed your offices are in Canada, do your packages ship from there as well if I am in the USA?
A. All of our packages, with exception to those noted ship from Overseas directly via EMS Air Ship from within the USA. That's right, USA to USA shipping with no cross border or extra wait times! Sure, our offices are in Canada, but that doesn't mean you should have to wait any longer than if you bought local. In fact, we support local USA Businesses by working with select companies throughout in order to help us in our order fulfillment process!
