Last Update: September 2021
NOTE: Shipping policy only apply to the Dimville Factory online store.
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.

Shipping Rates

You could estimate your shipping cost before placing your order on “Checkout” page without any account.

Shipping methods

Orders are shipped from our French warehouse, we use La Poste and Mondial Relay. Every orders are shipped with a tracking number.

France International
Colissimo 3 to 6 business days
La Poste EMS 14 to 30 business days
la Poste Eco 7 to 10 business days
Mondial Relay 3 to 6 business days 3 to 7 business days

Production & Shipping

Note that 3D print kits are printed once your order is “confirmed”, it goes to production queuing. Depending the amount of orders to print and due to our limited amount of printers, it could takes several days before production to weeks.

If the option “Rush my order” is checked, your order goes to a dedicated printer and start lately 24h after the payment.

We notify you by email for each step (production tracking in your “Dashboard” -> “Order” or main menu -> Order Status) :

– Queuing for production / your order is complete and waiting for production
– In production / model from your order in production. If you have more than one model, you will be notify for each new model in production.
– Production ended /   model from your order ended. If you have more than one model, you will be notify for each new model ended.
– Shipped / Your order is shipped, tracking url in email and dashboard.

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 Mondial Relay 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.

Taxes

Items sold by Dimville Factory are subject to taxes in accordance with the laws of the shipping destination. But, we try to make it easier for you by sending orders as gift with the lowest value.

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 Summary The Request must be started less than 30 days from the shipping date. Please refer to details of returns processes below.
New, unopened, and unused In original packaging, complete with all parts, accessories, and materials.
• Open and/or Used Items Refer to list below of what is considered opened and/or used.
• Kits The protective seal must still be intact and in place on packaging.
• Accessories The protective seal must still be intact and in place on packaging.
Software No refund.

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

Return Policy Exclusions Requests 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 Summary Please 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 Issues Loss 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 delivery We are not responsible for damage or theft after the package has been delivered.
• Visible packaging damage Refuse the shipment if possible. See detailed claim steps below.
• Damage to the product Photo documentation required.
DOA Issues Product Support must troubleshoot and document.
Some manufacturers require customers to contact them directly.
Defective Issues/Missing Parts Please 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.

Software Return & Support Policy

In alignment with software industry practices and policies, software that has been purchased 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.