Frequently Asked Questions

Thank you for shopping with us! We’re a small business serving the diabetes community—not a big-box retailer. That means we can’t always offer “no-questions-asked” returns like Amazon, but here’s our promise: If we send you a defective product or make a mistake, we’ll 100% take care of it. If the error is on your end (wrong address, opened packaging, etc.), we ask that you own that part. Together, we can keep things fair while making sure you receive 5-star customer service.


What payment methods do you accept?

We accept credit cards, PayPal, Apple Pay, Google Pay, HSA/FSA, and more.

How do I track my order?

You’ll get an email with a tracking link once your order ships. Check your spam/junk folder if you don’t see it.

My Order Says Delivered, I Did Not Receive?

Sometimes carriers mark packages as delivered a little early, so it may still arrive within a day. Check with neighbors or household members and review your tracking info. If it’s still missing, you can file a claim with the carrier—our shipments are insured for at least $100. Once filed, you can wait for a refund or place a new order. We know this is frustrating, but we have no control over packages once they leave our possession.

Where do you ship?

From deckmydiabetes.com, we ship anywhere in the USA.

Shipping & Delivery Times

U.S. Orders: Ships via USPS Ground Advantage (5–7 business days) or UPS Ground (3–5 business days). Free USPS shipping on orders over $50.

International Orders: Ships via USPS or UPS, whichever is fastest within the $30 flat fee. Delivery usually takes 7–25 business days and may route through a U.S. sorting facility before leaving the country. Customs/import fees are the buyer’s responsibility. No returns or exchanges on international orders.

Can I cancel or modify my order after placing it?
  • We cannot modify orders after checkout.
  • If modification is needed and the order has not yet been packed or shipped, we will cancel the order so you can reorder with the correct details.
  • If the order has been packed or shipped, you can mark the unopened package “Return to Sender” and contact us so we can issue a refund minus shipping costs.
I ordered with an incorrect/incomplete address, What can I do?
  • We cannot change orders after checkout.
  • If your order ships to the wrong or incomplete address, we must wait for it to be returned.
  • Once confirmation of Return To Sender is verified, you can pay for reshipping on our website, and we’ll send a replacement to the address on that order.
What’s your return policy?

Returns are accepted if the item is:

  • Unopened
  • Unused
  • In original packaging

Request within 30 days of delivery by emailing support@deckmydiabetes.com. Once approved, the product must be returned to us for inspection before a refund is applied. Return Shipping is your responsibility, and all items are subject to a restocking fee if they are not deemed resellable upon receipt.

Not returnable: T-slim cases, worn/skin-contact items, or opened packages (use the clear window to preview).

Do you offer discounts or promotions?

Yes! Follow us on Facebook, Instagram, or join our mailing list for discounts and updates.

Is it safe to shop on your website?

Yes! We use a secure shopping platform that protects your personal and payment information.

I received a damaged or incorrect item. What should I do?

If it’s our mistake, we’ll fix it ASAP.

Can I use multiple promo codes on one order?

Usually, only one promo code can be applied per order.

Warranty Exchanges

If a product is defective, please contact us at support@deckmydiabetes.com with:

  • Order number
  • Photo of the defect
  • Description of the issue

We’ll review the information and replace any item we determine is defective. Defects are defined as issues that affect fit, form, or function.

Bottom line: If we mess up, we’ll make it right. If the mistake is outside our control, we’ll work with you the best we can. Thanks for supporting our small business!