In-flight Pre-Order, Mail order and Celebrate Gift Delivery FAQs and Allowances

Fulfillment of this service is provided by Duty Free World, Inc. (DFW). All orders shall be subject to availability, acceptance, and conditions of online sales.

What company provides this duty free in-flight pre-order, mail order and Celebrate gift delivery service?  

DFW is the entity that provides this service.  All purchases will be charged and delivered by DFW.  All customer service inquiries should be directed to, and will be handled by DFW.

What is in-flight pre-order, mail order and Celebrate gift delivery?

In-flight pre-order allows anyone with a confirmed booking to pre-purchase duty free products at least 72 hours or more prior to departure with convenient delivery to their seat onboard for fulfillment on any duty free eligible flights departing from Chicago, Guam, Houston, Los Angeles, New York Newark, San Francisco and Washington D.C./Dulles. For a small fee, most in-flight pre-orders may be delivered in gift packaging through our duty free Celebrate program.

Mail order allows anyone to purchase select duty free products and shipped to a U.S. address. For a small fee, mail orders may be delivered in gift packaging through our duty free Celebrate program.

What is the benefit of purchasing in-flight pre-orders, mail orders, and gifts through our Celebrate program?
Shopping for duty free at dutyfreeonboard.com combines the convenience of online shopping with the value of duty free purchases. Shopping online also gives you access to an exclusive list of products that may vary from onboard availability, and assures you that the products you select and pay for in advance will be available for you.  Our Celebrate program allows you surprise friends, family members or colleagues with a special gift delivery on board their flight or shipped to a U.S. address.

How do I know if I am eligible to pre-order duty free products and Celebrate gifts for in-flight fulfillment?
You are eligible to pre-order duty free products and Celebrate gifts for in-flight fulfillment if you or a gift recipient is a confirmed, revenue customer departing from Chicago (ORD), Guam (GUM),  Houston (IAH), Los Angeles (LAX), Newark (EWR), San Francisco (SFO), and Washington/Dulles (IAD). 

Are there any age restrictions for an in-flight pre-order or in-flight Celebrate gift delivery?
The only age restriction is for the in-flight pre-order of alcohol and tobacco products, which customers must be at least 21 years of age for alcohol and at least 18 years of age for tobacco. Alcohol and tobacco products may not be purchased through our Celebrate gift delivery program.  There are no age restrictions to purchase other products for in-flight pre-order, inflight Celebrate gift delivery or mail order fulfillment.

Are these the same items that will be available to me in flight? 
dutyfreeonboard.com may maintain a separate inventory from our inflight catalog. There is some overlap between the brands that are carried, but exclusive pre-order for flight and mail order products on dutyfreeonboard.com can only be purchased online. To compare the selections you can view the inflight duty free catalog or browse dutyfreeonboard.com.

Can I place an in-flight pre-order or in-flight Celebrate gift for everyone travelling with me?
Yes, provided that the total purchase meets the age and Customs Allowance restrictions that may apply to each person in your itinerary.

Can I place an in-flight or mail order Celebrate gift delivery order for multiple people?

No, your order may only be delivered to one individual. A separate order must be placed for additional customers.

How do I change my in-flight pre-order or in-flight Celebrate gift prior to flight, which may involve a refund or additional cost?

Once you have placed an order and received an e-mail notification, it cannot be changed prior to your flight. If you would like to change your order, you must either:

  • place a new order for additional product(s), OR

  • cancel your order, and place a new order for desired products

  • either change must be performed at least 72 hours prior to departure for an in-flight pre-order or in-flight Celebrate gift.

Can I place more than one in-flight pre-order or in-flight Celebrate gift for the same flight?
Yes, you may place more than one order for the same flight; however Customs Allowance restrictions apply to the total of your combined orders.

Do I have to pay in advance for the items I select online?
Yes, payment for all items must be made using a  credit card at the time the order is placed.  Only valid credit cards may be used for duty free in-flight pre-order, mail order, Celebrate gifts and traditional in-flight purchases.

What credit cards are accepted for in-flight pre-orders, mail orders and Celebrate gifts?
We accept United MileagePlus Explorer Chase Visa Card, American Express, China Union Pay Card, Diners Club, Discover, Carte Blanche, Barclay Card, MasterCard, VISA, and JCB (Japan Credit Bureau).   Please note, DFW does not accept ATM or debit cards without a major credit card logo, nor country-specific credit cards.

Can I use different credit cards if I make multiple purchases for others in my traveling party?
Yes, different credit cards can be used for individual orders; however, multiple credit cards cannot be used for a single order.

Is a United Airlines employee or retiree discount available?
No, discounts are not available for this service.

When will in-flight pre-order or Celebrate gifts be delivered?
In-flight pre-ordered or Celebrate gift purchases will be delivered to your seat,or gift recipient’s seat, during the in-flight duty free service . A flight attendant will askfor a government issuedphoto ID, which may also be used to verify your age for alcohol or tobacco pre-order purchases.

Will I or a gift recipient have to confirm receipt of the merchandise?
Yes, you or a gift recipient will be asked to sign a computer receipt confirming receipt of product(s).

Can I order liquids, aerosols and/or gels?
Yes, you may order and purchase liquids, aerosols and/or gels subject to age and Customs Allowance restrictions provided you meet the following conditions:

  • If you are not connecting to another flight upon arrival, you do not need to do anything.

  • If you are connecting to another flight, please be sure to follow the criteria below:

    • Liquids, aerosols and/or gels are under 100ml (3oz) and placed into a one quart clear sealable bag in order to clear the next security checkpoint.

    • The country to which you are connecting accepts Secure Tamper Evident Bags (STEBs), which the TSA mandates for liquids, aerosols and/or gels that are 100ml (3oz) or greater. Please note that not all countries accept STEBs, and they may only be carried through the next security checkpoint(s) to a connecting flight within 36 hours of the duty free purchase date shown on your receipt. The shopping cart when placing your pre-order will alert you if the country you where you are making a connecting does not accept STEBs.

    • You have the ability to place your purchased liquids, aerosols and/or gels inside your checked baggage prior to connecting to another flight.

Note: It is the responsibility of each passenger to become familiar with Customs Allowance Policies when traveling with Liquids, Aerosols & Gels (LAGs) to prevent taxation or confiscation.

What happens to my order if my flight cancels or if I miss my flight? 
If your flight is cancelled or you’ve missed your flight, your order will automatically be canceled and refunded. An email notification regarding the refund will be provided to you within 96 hours.

How can I make changes to my order or itinerary?

If making changes to your tinerary more than 72 hours prior to departure, you may log into your account at dutyfreeonboard.com.com and modify your flight itinerary under Manage My Orders.  An email confirmation/receipt will be sent to you.  

Changes to your order or itinerary less than 72 hours prior to scheduled departure cannot be made.  At least 72 hours prior to departure, you may log into your account at dutyfreeonboard.com under Manage My Orders, and either: 

  • place a new order for additional product(s), OR

  • cancel your order, and place a new order for desired products, OR

  • you may change your flight itinerary under Manage My Orders,

You may contact DFW customer service to arrange for refund by sending an e-mail to customerservice@dfwinflight.com, or by calling (800) 668-6182 or (305) 887-9695. If you are unable to contact DFW customer service prior to departure, your order will automatically be canceled, refunded, and an email notification regarding the refund will be provided to you within 96 hours. What if I receive the wrong product, or am unsatisfied with my order?

DFW strives to deliver orders correctly, and recommends you verify your pre-order when delivered.

If you receive the wrong product(s) or are unsatisfied with your order, immediately inform your flight attendant and they will refund your entire order. An email notification regarding your refund will be sent within 96 hours of the return. If you choose to retain a portion of your order, or purchase new items, you must present a valid credit card to a flight attendant for payment.  

What is the return and refund policy?

DFW guarantees that every item is in good condition at the time of purchase. If you are not satisfied, please return the item(s) to DFW by registered mail in its original condition and packaging, and accompanied by proof of purchase, and reason for return within 30 days of receipt. You are responsible for shipping and handling. The purchase price of returned item(s) will be refunded to the credit card used to make the purchase. Purchases using any form of vouchers are non-refundable and non-exchangeable. DFW cannot process any returns or refund requests, which do not comply with the above conditions. Liquids, gels and food products may not be returned if they have been opened. Alcohol and tobacco products cannot be returned due to government regulations.

How do I arrange for a return or refund?

Please contact DFW customer service to arrange for a return or refund by sending an e-mail to customerservice@dfwinflight.com, or by calling (800) 668-6182 or (305) 887-9695. 

Can I return duty free product(s) when delivered to me on my international flight?

Yes, you can return all or a portion of your orderby refusing to accept it. Product packaging must still be intact. A refund for your entire order will be processed, and an email notification regarding your refund will be sent to you within 96 hours. If you choose to retain a portion of your order, or purchase new items, you must present a valid credit card to a flight attendant for payment.

Can I pre-order duty free products including Celebrate gifts for in-flight fulfillment if I do not have a trip booked with United Airlines?

No, duty free in-flight pre-order or in-flight Celebrate gift delivery is only available for confirmed, revenue customers traveling from Chicago (ORD), Guam (GUM),  Houston (IAH), Los Angeles (LAX), Newark (EWR), San Francisco (SFO), and Washington/Dulles (IAD). 

Can I pre-order duty free products and Celebrate gifts for in-flight fulfillment on a United Airlines flight operated by a Star Alliance partner?

No, duty free in-flight pre-order and Celebrate gift delivery is only available on United Airlines operated flights from Chicago (ORD), Guam (GUM),  Houston (IAH), Los Angeles (LAX), Newark (EWR), San Francisco (SFO), and Washington/Dulles (IAD)

Inconsistency
This order information is informative only and has no legal or binding effect. In the event of any conflict or inconsistency between the Conditions of Online Sale and these Shopping FAQs, the Conditions of Online Sale shall prevail.

 

Customs Allowances Policies

DUTY FREE ALLOWANCES

This guide outlines the amount of liquors and tobacco allowed by local customs authorities. We have made every effort to ensure accurate information in this table. Customs Allowances Policies are subject to change according to each country without notice and passengers are solely responsible for any duties or taxes levied by local Customs.

 Duty Free Allowances

 

Check In

In a hurry, have a little time to shop? On board Duty Free products offer the world’s top name brands in fragrances, cosmetics, timepieces and musch more at a discount
of up to 30%. For a closer look at what’s in store, ask your flight attendant to see the products in their original packaging as they walk through your aisle with the Duty Free
trolley. All of this is available to you without even leaving your seat. Bon Voyage!

Please be advised there are security measures and restrictions regarding liquids, gels and/or aerosols greater than 100 milliliters or 3.5 ounces carried by passengers
through airport security checkpoints. If you have connecting flight(s), please inform your flight attendant. Some connecting airport(s) MAY allow your liquids, gels and/or
aerosols to be carried through security when placed inside a sealed clear security tamper evident bag (STEB) by a duty free selling flight attendant. STEBs are not accepted
in Guam, Kuwait, Lagos (Nigeria), Melbourne (Australia), Osaka (Japan), Sydney (Australia) and Tokyo/Haneda (Japan); and cities that accept or do not accept STEBs are
subject to change without notice. In order to guarantee liquid, gel and/or aerosol duty free purchases exceeding 100 milliliters or 3.5 ounces will arrive with you at your
final destination, place items inside checked baggage at the first point of entry during your journey.

Regardless of the efforts we make to ensure all accuracy, we cannot control printing errrors and comissions.
The maximum limit for credit cards is $500 per person per flight. All purchases require passport . Contacting your credit card company for further authorization may be
necessary.We accept credit cards pictured. Debit cards with a Visa or Master Card logo that do not require PIN number input are accepted. Please note that we do not
accept cash, ATM or country specific credit cards. Some items may not be available due to the limited space aboard our aircraft. All products unless otherwise listed carry a
90-day warranty from Duty Free World. All products have a 60-day return policy and must be in original packaging with original receipt. Due to health hazards consumables
such as fragrances, cosmetics, skin care, perishables and liquor can not be returned.