Ice Team FAQs

Your Team Manager is:

DSG Contacts:

FAQ Index

Who to contact if you have questions or issues

  • Returns or exchanges
    • Click on the "Returns and Exchanges" link at the bottom of the DSG website home page
    • If any issues, please email Customer Service
  • Orders or shipments
    • Gear Package Orders
      • Please email Holly and/or Customer Service
    • Personal Orders
      • Please email Customer Service
  • Gift certificates and discount codes
    • If you believe there was a mistake in the gift certificate amount you received for meeting your monthly posting requirements, please email Rachelle.
    • If you or a friend are having an issue using a discount code and/or gift certificate to place your order, please reach out to Holly.
  • Defective, warranty, or damaged items
    • Defective or warranty items need to be approved by the Warranty Department, and may take several days
    • We have repair kits and patches (for damaged items) for most of our gear
    • Please email Customer Service with the item information (style and color), description of issue, and picture of issue.
  • Questions or issues with your Posting Requirement system or folders
    • See if anyone in your Facebook group has the answer
    • If you are having issues that affect completing the monthly campaign, please reach out to your Team Manager or Rachelle
  • Email and/or Phone number changes
    • The website and the DSG Office must be kept up to date with any email and/or phone number changes.
    • Please email both your Team Manager and Rachelle with any changes.
    • Please email Customer Service if you have issues updating the website
  • Other questions can be asked in the team Facebook group. In general, please keep the group positive and constructive. If you feel that the Facebook group is not the appropriate place to ask a specific question, please reach out to your Team Manager and/or Holly

    Shipments

    • Where at all possible, we will try to ship orders as soon as possible, while also trying to reduce the number of actual shipments sent. This also applies to gear packages - if at all possible, all items will be shipped out together

    Links, Discount Codes and Posting Requirements

    • Discount Codes
      • Your 25% off personal discount code is for your personal use only and may not be shared or used to purchase items for other people. 
        • In order to use your personal discount code, the DSG Office and the website needs to stay in sync with your email address and phone number
          • Please email both your Team Manager and Rachelle with any email and/or phone number changes.
          • You should be able to update the website. Please email Customer Service if you have issues updating the website.
      • Your 15% off friends and family discount code cannot be shared publicly, This includes shared on Social sites, in Groups, or put on coupon sharing sites. Give this to people that you personally work with and that you trust not to share with others.
        • If we notice that a code has become public, we will change it. Multiple instances of a code becoming public may end in termination of your contract.
    • Referral links
      • Share away! You can share these publicly and on Social sites.
    • Monthly Posting Requirements
      • Your team lead will email your posting requirements for each month 
        • We will require more posts during active seasons
        • We will require fewer posts during off seasons
      • If you are having issues completing a campaign, reach out to your Team Manager
      • Monthly folders will be checked anytime after midnight on the last day of the month. If you miss uploading a post before the deadline, we cannot add a post and you will not receive credit for that month.

    Gear Packages

    • Shipments
      • Our goal is to ship out your gear package in one shipment, as soon as all gear is in stock in our warehouse. There are times that we make exceptions, but it is usually due to late shipments from our factories (we will ship out what is in stock first). Reach out to your team manager if you need your gear package shipped out sooner and/or in multiple shipments - this will only be approved in extenuating circumstances.
    • Exchanges
      • Exchanges MUST be done within 30 days and all items MUST be exchanged in the same return shipment. If a second exchange for your gear package is requested, you will be responsible for return shipping costs.

    Gift Certificates

    • A $15 USD Gift Certificate will be rewarded each month that your posting requirements have been correctly fulfilled
    • Gift Certificates will be emailed QUARTERLY. Please keep these emails! They contain the gift certificate code you will need to enter when placing your order on the website.
      • If you believe there was a mistake in your gift certificate amount, please email Rachelle.
    • Gift certificates can be used as cash on the DSG Outerwear website or at the corporate office.
    • Gift certificates CAN be used along with your 25% off personal discount code
    • Gift certificates do not expire

    Combining your discount code, gift certificates, and site promotions

    • You cannot use your personal discount code in conjunction with “freebies” or highly discounted offerings shown on the site (since you ordered $x, your order qualifies for this reduced price item, etc).
    • If your personal coupon code is the same amount as a coupon code available on the site, use your personal coupon code.
    • If you are unsure if you can use your discount code for a specific sale, please ask in your team Facebook group - most likely someone else will be wondering the same thing. Someone from DSG or your Team Manager will be able to answer it for you.

    Shows

    • Expectations
      • Work closely with the DSG staff to determine when you need to arrive, and when they are expecting you to leave.
        • You may be asked to help set up and take down the display. If so, be prepared for some manual work.
      • You are the “face of DSG” at these events. 
        • Wear DSG gear as much as possible, but at least a casual item or jacket/pullover.
        • Be positive and respectful
      • Wear clean and comfortable clothing and footwear. You will be on your feet a good portion of the day, so dress accordingly.
      • Be helpful to customers
        • Make suggestions for proper gear for their intended use
        • Help with sizing
        • Show features
        • As appropriate, help them into and out of gear
        • Try to upsell items to help complete their package. Don’t forget about boots, base layers, gloves, hats, and casual wear (as appropriate).
    • Payment
      • Payment is in the form of DSG gift certificates, which will be emailed to you shortly after the show ends (several days to a week).
        • Please keep these emails! They contain the gift certificate code you will need to enter when placing your order on the website.

    Product Feedback

    • Website product reviews - keep these positive and informative. Highly recommend posting pictures with your reviews. 
    • More in depth reviews (both what you like and constructive feedback on product changes or enhancements) on current products and/or suggestions on new products. At a minimum, this should be filled out once per year, at the end of the “active” season - https://forms.gle/YrdBJUt62b8oqKg7A

    Donation Requests

    • US Donations
      • We have a monthly budget for US donations. It is typically on a first come, first serve basis.
      • All donation requests need to provide a 501 (c)(3) document.
      • As soon as you know about an event that you would like a donation for (even if it is months in advance), send the information to sales@dsgouterwear.com. Make sure you include what team you are on and the 501 (c)(3) document.
    • Canadian Donations
      • We do not have a budget for Canadian donations - you can use the team code mentioned below and place your own order.
    • Once the monthly allowance has been met, or if you have a Canadian mailing address, you may instead use your team’s donation 40% discount code to place an order for items for these events. Just keep in mind you may not share this code with anyone, including the event organizer!! This means that you will need to place the order under your account (email address/phone number). Do not double dip by taking advantage of this coupon in conjunction with “freebies” or highly discounted offerings on the site.
      • icedonation40

    External Partner Discounts

    • There may be opportunities to purchase items at a discount from external partners. Watch your team Facebook Group for announcements and offers.

    Canadian ladies

    • The website shows CAD pricing, but we will always charge you in USD. 
    • Some promotional graphics show dollar amounts in USD, so just be aware that promotions may be different than you expect.
    • DSG will pay for shipping charges (not duties) for gear packages
    • DSG will pay for shipping charges (not duties) for Roster rewards
    • Check above for donation information