Production & Shipping

LAST UPDATE: MAY 2024

NOTE: SHIPPING POLICY FOR DIMVILLE FACTORY ONLINE STORE

The shipping policy outlined below exclusively pertains to purchases made through the Dimville Factory 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 Factory or the selected shipping carrier.
• Dimville Factory reserves the right to select and modify default shipping carriers without prior notice.

SHIPPING RATES

Before finalizing your order on the “Checkout” page, you have the option to estimate your shipping costs without needing to create an account.

SHIPPING METHODS

Orders are dispatched from our Canadian warehouse utilizing Post Canada Small Packet™ International – Air service.

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.dimvillefactory.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.

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.

SOFTWARE RETURN & SUPPORT POLICY

Software purchases are non-returnable once downloaded or after serial number issuance. We provide support for the two most recent versions of our software.