Production & Shipping

LAST UPDATE:  Jan 2025

NOTE: SHIPPING POLICY FOR DIMVILLE AIRCRAFT ONLINE STORE

The shipping policy outlined below exclusively pertains to purchases made through the Dimville Aircraft online store. Please take note of the following:

• Shipping charges are clearly indicated during the checkout process and are subject to potential changes at the discretion of Dimville Aircraft or the selected shipping carrier.
• Dimville Aircraft reserves the right to select and modify default shipping carriers without prior notice.

SHIPPING METHODS

Orders may be dispatched from our Canadian warehouse using Canada Post or from our French warehouse using La Poste. In cases of production overload, maintenance, or holidays, we may switch the production/shipping location. The shipping service in use will be displayed at the first checkout step.

Starting January 2025, we are introducing a new shipping method from Canada. We now offer low-cost shipping without tracking, as well as regular shipping with tracking.

From Canada without tracking (a tracking is provide but could not work depending your postal service)

From Canada with worldwide tracking

From France (always include worldwide tracking)

PRODUCTION & SHIPPING

Please be aware of the following regarding production and shipping:

• 3D print kits are produced upon order confirmation and enter a production queue.
• Depending on order volume and printer availability, production may take from several days to weeks.
• Opting for “Rush my order” prioritizes your order on a dedicated printer, with production commencing within 24 hours of payment.
• You will receive email notifications at each stage of the process, accessible via your “Dashboard” under “Order” or the main menu under “Order Status”:

• Queuing for production / Order complete and awaiting production.
• In production / Your order’s model is in production.
• Production ended / Production of your order’s model is complete.
• Shipped / Your order has been dispatched, including a tracking URL provided via email and the dashboard.

SHIPMENT ARRIVALS

Please note:

• Carriers may observe closures for national holidays and are not accountable for delays caused by weather or natural disasters.
• Tracking information for all Colissimo and Mondial Relay shipments is included in your order acknowledgment. Accurate tracking becomes available one business day before the expected arrival.
• Customers with dimvillefactory.com accounts can track orders from the Order History page within the Account section.
• Dimville Factory and/or the carrier may request a signature as proof of delivery. However, carriers cannot be compelled to leave packages unattended.

TAXES

Items purchased from Dimville Factory are subject to taxes according to the laws of the shipping destination. Efforts are made to facilitate customs by labeling orders as gifts with minimal value.

RETURNS POLICY & PROCESS

Consumer Refund & Return Policy

Products purchased directly from www.dimvilleaircraft.com may be returned for a refund or credit within 30 days, provided they meet the following criteria:

• New and unused condition.
• Complete with original packaging, accessories, and materials.
• Exceptions include opened, used, or virtual products (STL files), which are non-refundable.

Return Process

Our return process comprises three steps: approval, return shipment, and refund processing:

1. Return Approval: Contact our Customer Service team for approval and obtain a return authorization number (RMA) along with detailed instructions.
2. Return Shipment: Ensure all original packaging and materials are included. Failure to do so may impede refund processing. Customers are responsible for return shipping costs and any associated fees.
3. Refund Processing: Refunds are issued upon receipt and evaluation of returned items, typically within 3 to 5 business days. Please note that credit card issuers may require additional time to process refunds.

Refund for lost order

1. Not delivered: If your order hasn’t been delivered, please contact the postal service in your country as the first step.
2. If no tracking: If your order does not include tracking information, we are unable to issue a refund or send a replacement.
3. With Worldwide tracking: For orders with worldwide tracking, we offer the option to either issue a refund or resend your order, depending on your preference.

SHIPPING DAMAGE AND LOSS POLICY

Please refer to the following guidelines in case of shipping issues:

Consumer Shipping Damage and/or Loss

• If a package is lost before delivery, contact us to initiate a claim with the shipper for a refund or replacement.
• Dimville Factory is not liable for damage or theft post-delivery.

Consumer Shipping Damage Claim Process

In the event of shipping damage, follow these steps:

1. Claim Documentation: Provide clear photo evidence of the damage.
2. Claim Submission: Contact us with pertinent details for claim initiation.
3. Claim Approval: Claims are processed in coordination with our shipping partners, with refunds or replacements issued accordingly.
4. Return Shipment: If approved, follow instructions for returning the damaged item(s).
5. Refund Processing: Refunds are processed upon receipt and evaluation of returned items, typically within 3 to 5 business days.