Wholesale Customer Care

Wholesale Customer Notice

We will decide on approval within 5 business days.
If you are rushing, just call, text, WhatsApp, or email us.

Phone: 1-213-465-0003
Email: [email protected]

After log-in with the wholesale account, you can see the wholesale price.

What information do we need?

1. Company information: Company full name, phone number, e-mail
2. Personal information: Account control personal name
3. Location information: Business physical address
4. Business information: Tax ID, EIN number, or any local business verifications
5. Business information verification documents
6. EU countries may need an EORI number (country dependent)

Quick Links

• Shipping & Handling Fee
• Cancel Order
• Store Pickup
• Return Policy / Returns & Credit
• Interest-Free Payments
• Reward Points
• FAQ
• Contact Us

Wholesale Order Notes

Free Local Drop-off Service:
We offer free local drop-off service in the Los Angeles Fashion District area.
If you have any business with a trucking company in Downtown LA, just choose the hand delivery option.
We will drop it off in 1–2 business days. This is helpful for customers in Canada, Mexico, Puerto Rico, and more.

Discounted Shipping Fee – We offer fixed shipping costs on orders within the continental US.

No Handling Fee – We do not charge a handling fee for diacly.com orders.

Discount & Point – Wholesale price is fixed. We also offer a 3% store point for each purchase amount.

No minimum order – We don’t have a minimum order policy for wholesalers.

Resale Permit – If you are not in the US, please enter any business # from your country with verification documents.

Address – After registration, you can easily add additional shipping addresses.

Preferred Shipping Carrier – If you want to use your carrier account, write down your carrier company name and account number.

Shipping & Handling Fee

We charge a fixed shipping fee within the US continental.

• Below $50: $14.00 flat rate
• $51 to $69: $15.50 flat rate
• $70 to $100: $17.50 flat rate
• $101 to $200: $21.50 flat rate
• $201 to $300: $25.50 flat rate
• $301 to $599: $31.50 flat rate
• Over $600: Free

Buyer Shipping Label

We also support buyers’ own shipping label service.
If you want to use your own label, select the Buyer Label option.
We will provide package information for your shipping label.

Free Local Drop-off Service

We offer free local drop-off service in the Los Angeles Fashion District area.
If you have any business with a trucking company in Downtown LA, choose the hand delivery option.
We will drop it off in 1–2 business days.

Shipping Policy

We will make every attempt to ship your order on the same day when orders are placed before 12 PM PST.
Our normal order processing time is 1–3 business days.
Delays may occur for products on back order or in limited availability.
Orders placed on weekends or holidays are processed on the next business day.

We do not guarantee that all requested items are in stock.
Refund credit will be issued to the customer’s account for any out-of-stock items or shipping adjustments.

Shipping is done by USPS, UPS, or FedEx.

Shipments that are refused or undeliverable will be subject to
applicable shipping, transaction, and insurance fees.
Furthermore, any shipments returned “REFUSED” for any reason may result in account termination.

International Customers

If you have an account with a specific carrier company located in Downtown LA and want delivery to that carrier,
we can deliver to the carrier company for free.

Diacly.com ships worldwide, and international orders are welcome.
Please keep in mind that shipping costs may be higher depending on your location.

International Shipping Restriction

EU customers may be asked for an EORI number and VAT number for customs service.
The shipping company will contact you for mandatory information.

International Cosmetic Restriction

We do not ship cosmetics to Spain and Italy due to local restrictions.

Cancel Order

A cancellation of your order depends on timeframe by its delivery method.

How to cancel your order

• Sign in to your account.
• Go to Dashboard > My Orders and select your order #.
• Under the order detail table, find the order cancel link.
• Select the items you’d like to cancel and submit.

If you urgently need help, contact us by text/WhatsApp/email.

Store Pickup

We accept store pickup by request only. Pickup is available in Downtown Los Angeles.

Pick-up Address:
1458 S San Pedro St Unit 309
Los Angeles, CA 90015

Available Hours:
10:00 AM to 4:00 PM (Monday to Saturday)

If you want to change your delivery option to store pickup, let us know using the
Contact Us section. We will add the store pickup option for you.

Orders must be picked up within 14 days after processing is completed.
We are not responsible for failure to pick up within the allowed time.

Return Policy / Returns & Credit

All claims must be made within 7 days of receiving the order.
We do not accept returns for products other than defects or damage during transit.
Refused, unclaimed, or undeliverable orders are subject to a 20% restocking fee from the total invoice amount,
in addition to shipping charges both ways.

Damaged Items

If products have defects or damage during transit, claim within 7 days.
You may claim on your order page or email
[email protected]
with company info, invoice number, and details/photos prior to returning the package to receive return authorization.
Returned items should be new and unused condition except the damaged part.

Refund Method

Basic refund method is STORE CREDIT.

Return Restrictions

• We do not accept returns for items shipped internationally.
• Original shipping fees are non-refundable and return shipping costs are the customer’s responsibility.

Return & Afterpay FAQs

Q: How to request return?
A: Start the return process in your order list in the Dashboard. It is activated within 7 days after delivery.

Damaged items: Send detailed damage information including photos. After review, we will send a prepaid return label.

Q: Received damaged items but want to keep it.
A: Contact us. We may offer an affordable discount paid by Store Credit, which you can use on your next order.

Q: What is Afterpay?
A: Afterpay allows you to make purchases now and pay in four payments made every 2 weeks without interest.

Q: How do I use Afterpay?
A: Shop and checkout as normal. At checkout choose Afterpay. First-time customers register with Afterpay; returning customers log in.
All items must be eligible, and a minimum purchase amount may apply.

Q: Is it supported for international customers?
A: Afterpay is offered only to customers with a US billing address, US shipping address, a US Visa/Mastercard (credit or debit),
or American Express, and a US mobile phone number.

Q: How does the payment schedule work?
A: First payment is due at purchase. Remaining three payments are deducted every two weeks.
You may make additional payments early through your Afterpay account.

Q: If I return items from my Afterpay order, will I receive a refund?
A: Refund follows the diacly.com return process. After RMA approval, the refund adjusts your Afterpay balance like a regular card.
If the refund is larger than 25% of the total, Afterpay may eliminate the fourth installment and apply the remaining amount backward.

Interest-Free Payments

We offer interest-free payment with Afterpay or PayPal. You can select installment options during checkout.

Q: What is Afterpay?
A: Afterpay allows you to pay in four payments made every 2 weeks with no interest.

Q: How do I use Afterpay?
A: Shop and checkout as normal. Select Afterpay at checkout. First-time customers register; returning customers log in.

Q: Is it supported for international customers?
A: Afterpay is offered only to customers with US billing/shipping and eligible US payment methods and phone number.

Q: How does the payment schedule work?
A: First payment is due at purchase, with remaining payments deducted every two weeks.

Q: If I return items from my Afterpay order, will I receive a refund?
A: Refund follows the diacly.com return process with Afterpay balance adjustments.

Reward Points

Reward Points are our way of saying thank you!

Points are automatically added to your account after your order is confirmed.

• Register reward point: 500 points (USD $5.00 value)
• Leave comments: 50 points for each product
• Purchase point: 3% cash value of reward points from the total purchase amount

The point exchange rate is 100 points = USD $1.00.
Example: If you spend $100.00, you receive 300 points ($3.00 value).

Actual points redeemed may differ based on tax configuration.
Product review reward points apply only once per product and only for reviews by verified purchasers.

Q: Where can I check my reward points?
A: Check Dashboard & Reward menu for point history and available balance. The cart may also show your available rewards.

Q: How can I use my points?
A: After logging in, apply points in the cart. You may use full or partial amounts by entering the desired points.

Q: Can I use reward points with other promotions?
A: Yes, you can use points during purchase.

Q: What happens to my reward points if I make a return?
A: Reward points earned on that order will be deducted.

Q: How can I use points after an order with a guest account?
A: After registering, contact us with your account # and order # and we will add purchase points to your account.

FAQ

Wholesale Order Features

• Minimum Order: We do not have a minimum order policy for wholesale customers.
• Reserve Order: We can hold items for 2 weeks for pickup or shipping.
• Back Order: Out-of-stock items may ship within 1–5 business days depending on nationwide inventory.
  If factory order is required, we will provide a schedule and may request a 50% non-refundable deposit.
• Special Order: Discontinued/out-of-stock special orders require 3 dozen minimum and 4–8 weeks delivery.
  A 50% non-refundable deposit is required and full payment is due prior to delivery.

Q: What kinds of payment methods do you support?
A: We support major payment methods:

• Regular card payments
• Apple Pay
• Google Pay

Q: When was my credit card fully charged?
A: After your order is placed, we authorize payment first. We capture the full amount after the order is processed for shipping.

Q: What is Authorized Payment?
A: Authorized payment temporarily confirms your payment. It is automatically canceled if the order is not processed within 7 days.

Q: Card refund issuing terms
A: If you cancel an order, the time required to remove the authorization depends on your card issuer.

Q: Out of stock items
A: We do not guarantee all items are in stock. You are not charged for out-of-stock items when we process the order.

Q: How to cancel the order?
A: If your order status is pending/holding, you can request cancellation in your order list.
If the order is processing or 6 hours have passed, you may not be able to request cancellation.
For urgent help, contact us:
call, text, or WhatsApp at 1-213-465-0003.

Q: What does “In stock (can be backordered)” mean?
A: It means the item is in stock, and you may order more than the available quantity.
We usually ship backordered quantities within 1–5 business days. If it takes longer, we will contact you.

Q: How to request back-order?
A: If the item shows “In stock (can be backordered)”, place your order with the desired quantity.
If you need back-order without that notice, send a message via the Contact Us section.
If the item continues and has a specific schedule, we will activate a back-order message and email you the available date.
We do not request a security deposit except for bulk back-orders or special orders.

Contact Us

HAVE QUESTIONS? WE’D LOVE TO HELP

Have questions?
Simply contact us by call, text, WhatsApp, or email. We will answer quickly.

Call / Text / WhatsApp: 1-213-465-0003
Email: [email protected]

Address
1458 S San Pedro St Unit 309
Los Angeles CA 90015

Customer service available time
Monday – Friday
Support Hours 11:00 AM – 4:00 PM PST

We are welcome to assist with any questions that do not relate to diacly.com.
Please email us about your interest.