NOTE: Shipping policy only apply to the Dimville Factory online shop. For fundraising shipping policy, please check "Terms of use".
Shipping charges are displayed at the time of checkout. Rates are subject to change at the discretion of the shipping carrier and/or Dimville Factory. Dimville Factory selects and may change default shipping carriers at any time with or without notice.

Please note we begin processing your order immediately after receiving it, and so we are usually unable to make changes or cancel the order once it is placed. Once your order invoices prints it has entered our shipping process and cannot be changed or canceled.

Shipping Rates

You could estimate your shipping cost before placing your order on "Cart" page without any account.

Payment & Billing Options

Currently, we accept all forms of major credit cards with Paypal as payment on orders shipping to anywhere in the world. When using your credit card, please provide your credit card billing address if different from the shipping address and daytime phone numbers. If the billing address or security code does not match that which is on file at the financial institution or if authorization is not given for any reason, we reserve the right to cancel the order without notification. We cannot work out credit card problems with the financial institution; you must settle problems with them and reorder once the problem is resolved. Repeated attempts to authorize your credit card on the same order may result in an additional charge. We do not assume any responsibility for bank fees incurred by using a Debit Card for your purchase and/or return credit.

PayPal

For your convenience, we offer PayPal as one of our principal payment options. As required by PayPal, we can only ship orders to PayPal verified addresses. We cannot ship an order to a PO Box, even if it is to a PayPal verified address.  PayPal is an accepted payment for many currencies through our partner BorderFree. If PayPal is accepted for your currency, you will see that option during checkout.

Due to the nature of how PayPal works, we cannot accept PayPal as a payment method for back ordered items. If your cart contains both back-ordered and in-stock items, you may purchase the in-stock portion of your order with PayPal. You will need to create a second order with your back-ordered items and pay with a credit card or gift card.

Paypal cannot be used with other payment methods such as Gift Card or Credit Card on the same order.

All shipping, fraud prevention, and backorder policies, including all other policies put in place by Dimville Factory /Spher .L.T.D, still apply to all orders submitted with PayPal unless otherwise noted.

Per PayPal policy, all refunds must be processed within 60 days of the initial transaction. We cannot refund any PayPal transaction after that time.

Production & Shipping Times

Note that 3D print kits are printed once your order is "confirmed". Allow 24 to 72h production time before dispatching your order. Depending on your location and the availability of products, orders are shipped from our French warehouses. All international orders will be shipped out of our French warehouse. Order processing may be delayed by any incorrect or incomplete information provided by you or your payment provider. You will be notified by email if we need additional information to process your order. Delays due to payment processing are not the responsibility of Dimville Factory.

Expedited Shipping

Two day and Overnight shipping methods via our carrier ship Monday – Friday ONLY. Please note shipping carriers do not deliver expedited orders on the weekend.

Shipment Arrivals

Please be aware that most carriers are closed for national holidays and are not held responsible for delays due to weather conditions or natural disasters. Your order acknowledgment includes a tracking number for all Colissimo and Chronopost shipments. Accurate tracking is not available until one business day before the expected arrival. If you have an account on dimvillefactory.com, you may track your order from your Order History page after you log in to the Account section of our site.

Dimville Factory and/or the carrier reserve the right to request a signature for proof of delivery. We cannot demand a shipment carrier to leave a package.

You may also visit the following websites to track your packages.
https://www.laposte.fr/outils/suivre-vos-envois

https://www.chronopost.fr/fr#/step-home

 

Taxes

Items sold by Dimville Factory are subject to tax in accordance with the laws of the shipping destination.

Returns Policy & Process

Consumer Refund & Return Policy

We go to great lengths to deliver products that thrill and delight, so within 30 days, New and Unused products purchased directly from www.dimvillefactory.com can be returned for Refund or Credit, under the guidelines and exclusions below.

If purchasing from a site other than www.dimvillefactory.com, please refer to that site for applicable policies and contact information. Products purchased from a local shop, online retailer or third party must be returned to the original place of purchase.

Returned merchandise must be in new and unused condition and in its original packaging, complete with all parts, accessories, and materials.

Except for incorrectly shipped items, the customer is responsible for and must pay shipping charges for original and return shipments. When applicable, the customer is responsible for all brokerage fees, duties, and taxes associated with the service and shipment of the product.

Dimville Factory is not responsible for damage or theft occurring once the package has been delivered.

Return Policy SummaryThe Request must be started less than 30 days from the shipping date. Please refer to details of returns processes below.
New, unopened, and unusedIn original packaging, complete with all parts, accessories, and materials.
• Open and/or Used ItemsRefer to list below of what is considered opened and/or used.
• KitsThe protective seal must still be intact and in place on packaging. 
• AccessoriesThe protective seal must still be intact and in place on packaging.
  
  
SoftwareOnly if never downloaded or installed.
  

For safety and regulatory compliance, our 30-day return policy excludes the following:

Return Policy ExclusionsRequests started more than 30 days from the shipping date
Open and/or Used Items
Items to the right are considered open and/or used:
  • Mounted accessories
  • Vehicles where engines or accessories have been added
  • Kits in which cutting or pushing out the material has occurred
  • Installing software and other similar actions
  • Kits with a broken protective seal on the packaging
  • Products which have been assembled, have parts missing or been operated, used
  • Apparel which has been worn
  • Gift Cards
  

Consumer Returns Process

Our return process has three (3) steps: approval, return shipment, and refund processing.

  • Return Approval: Prior to returning any items, please contact our Customer Service team for approval, a return authorization number (RMA), and detailed instructions.
  • Return Shipment: When packaging the order for return, please be sure all the original packing material and instruction papers and/or manuals are included.
    • We are unable to process refund request returns if parts are missing or damaged. Please ensure adequate packaging for the merchandise.
    • Returns sent C.O.D. (Collect on Delivery) will not be accepted.
    • Customers are responsible for the shipping costs to return orders, and loss or damage to the product while in transit back to us, so please add insurance to the return shipment.
    • When applicable, the customer is responsible for all brokerage fees, duties, and taxes associated with the service and shipment of the product.
    • If Dimville Factory incurs additional shipping fees as a result of refused or returned shipments, we reserve the right to deduct those amounts from the final return credit.
  • Refund Processing: Refunds will be issued once we receive the item(s), evaluate the return condition, and issue the refund which averages 3 to 5 business days. Seasonal conditions may result in greater than 5 business days to process returns. Credit card issuers may take additional days to apply the funds on their end.
    • Dimville Factory reserves the right to charge a 15% restocking fee on any merchandise returned for credit.
    • Shipping charges are not refunded if customers choose to return an item(s).
    • Dimville Factory reserves the right to suspend or terminate business interactions if customers violate return policies and/or attempt fraudulent returns.

Consumer Shipping Damage and/or Loss Policy

NOTE: To avoid long wait for small orders, (for example 1 or 2 kits, after provided the evidences of damages or loss, we could re-ship for free. Only shipping cost will be charged. )

Damage, Loss & Defective Policy SummaryPlease refer to details of policies & processes below. All damage claims must provide photo documentation. All defective and/or DOA claims must be validated by Product Support.
Shipping IssuesLoss during the shipping process is covered. Claims should be started within 72 hours.
• Package not delivered (lost)For package loss prior to delivery, contact us to file a claim with the shipper.
• Package stolen after deliveryWe are not responsible for damage or theft after the package has been delivered.
• Visible packaging damageRefuse the shipment if possible. See detailed claim steps below.
• Damage to the productPhoto documentation required.
DOA IssuesProduct Support must troubleshoot and document.
Some manufacturers require customers to contact them directly.
Defective Issues/Missing PartsPlease contact us. Product Support may need to provide a part number.

Consumer Loss Policy

Due to COVID, signature upon delivery has been waived by most shipping companies. As such, please ensure the delivery location is secure.

Our shipping partners have enabled delivery notifications for registered address on shipments from us and other companies. Due to COVID impacts nationwide, we have seen great fluctuations in delivery times, and porch theft is on the rise. Signing up allows customers to be notified of packages on their way, ask for holds, and submit claims.

  • Colissimo / La Poste Manager:
  • Chronopost Informed Delivery:

If a package is lost prior to delivery, we will submit a claim with the shipper. If approved, we will refund the customer or send out a replacement. Typically, this process takes 3 to 5 business days, but shipper response times have been lengthened due to COVID.

We are not responsible for damage or theft occurring once the package has been delivered.

Consumer Shipping Damage Policy

If customers are available when the delivery arrives and excessive damage to the packaging is visible, please REFUSE DELIVERY, and start the steps of the Claim Process.

If customers were not available at the time of delivery, and find damage upon inspection, please follow the detailed steps in Claim Documentation. Customers should save all paperwork and packing material with the damaged goods. The carrier has the right to inspect it before processing the claim. All claims should be made within 72 hours of delivery.

Please do not return damaged-in-shipment merchandise without approval. Doing so will jeopardize the customer’s claim and may keep them from receiving credit for the return.

We are not responsible for damage or theft occurring once the package has been delivered.

Consumer Shipping Loss and/or Damage Claim Process

Our claim process has five (5) steps: claim documentation, claim submission, approval, return shipment, and refund processing.

  1. Claim documentation – all photos should show damage clearly without blurring, covered parts, or poor lighting.
    1. Take 360° photos of the damage to the exterior packaging before opening, and at each step of unpacking.
    2. Take thorough photos of how items and products are positioned in the box before removing packaging materials.
    3. Take 360° photos as each item is removed.
  2. Claim submission: To submit a claim for shipment damage, please contact us with:
    1. The subject: Shipping Damage
    2. Please include the customer’s name, order number, delivery date, and short summary of damage.
    3. After you submission, an agent will ask you y email the photos.
  3. Claim Approval:
    1. Once a claim is submitted, we contact our shipping partner with the photos and information.
    2. Due to COVID, shipping partners are much slower on their response times. As such, the shipping vendor dispute process takes longer than normal.
  4. Return Shipment: When packaging the order for return, please be sure all the original packing material and instruction papers and/or manuals are included.
    • If approved, the customer will be sent return shipping labels.
    • Please follow the instructions included with the shipping labels.
      • If instructed, please remove the battery from the return.
  5. Refund Processing: Refunds will be issued once we receive the item(s), evaluate the return condition, and issue the refund which averages 3 to 5 business days to process returns. The credit card issuer may take additional days to apply the funds on their end.
    • Dimville Factory reserves the right to charge a 15% restocking fee on any merchandise returned for credit.
    • Shipping charges are not refunded if customers choose to return an item(s).
    • Dimville Factory reserves the right to suspend or terminate business interactions if customers violate return policies and/or attempt fraudulent returns.
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Software Return & Support Policy

In alignment with software industry practices and policies, software that has been opened and/or installed is not returnable. For digitally delivered products, once the software has been downloaded and/or the serial number has been sent, no returns are allowed.

Support Policy

In alignment with software industry practices and policies, we support the two most recent versions of our software on currently supported Microsoft Windows operating systems which can run DirectX.

Self-help & forums

Once we retire software, we continue to support it for 24 months.