Refund/Return Policy, Exchanging Duty Free Purchase

Refund & Return Policy

What happens to my order if my flight cancels, I missed my flight or my itinerary has changed?

If your flight has cancelled, you missed your flight, or your itinerary has changed, notify us and we will cancel your order. An email notification regarding the refund will be provided to you within 96 hours. We are unable transfer orders to your new flight.

How do I arrange a return or refund?

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

How do I change my order prior to delivery or prior to shipping, which may involve a refund or additional cost?

Once you have placed an order and received an e-mail notification at any time, it cannot be changed. However, you can:

  • Place a new order for additional product(s), OR
  • Cancel your order, and place a new order

Can I return my product(s) once delivered if I am abroad?

We have several international locations where you may return your items or you may ship them back to us in the US. In order to do so, you must contact customerservice@dutyfreeonboard.com to make arrangements. The order must be approved for refunded, and packaging for returned product(s) must still be intact prior to returning. An email notification regarding your refund will be sent to you within 96 hours.