Q1: Where is your store located, and may I pick up my order from your store?
Answer: We are an online shop and do not have a retail store at the moment. However, we do have warehouses in Toronto and Vancouver. Currently, we provide door-to-door delivery for our customers in the Greater Toronto Area (GTA). If you are a customer in Toronto or Vancouver and would like to pick up your order from our warehouse once it is ready, please contact us to book an appointment. (Part of the shipping cost will be reduced based on your shipping address.)
Q2: How to get free shipping if my item(s) is/are shipped from the manufacturer or overseas?
Answer: Our shipping cost (or free shipping) will be calculated based on total amount, weight and your location (In general, only shipping weight is less than 1kg and total amount exceed $149 will get free shipping). Please refer: Shipping and Local Pickup
Q3: Where can I return the item(s) if there is a defect?
Answer: You can ship the item(s) back to our warehouse, or you can opt for a door-to-door drop-off at one of our nearby warehouses. Currently, we have two warehouses : Mississauga, ON and Vancouver, BC.
Q4: What is the process for returning items and receiving a refund?
Answer: Our return and refund process is applicable only if the item(s) you received are defective or if the wrong item(s) were delivered. Upon receiving your item(s) and confirming any issues, you can request a return or exchange within 7 business days. Please provide a description of the defect or wrong item along with necessary pictures to email: [email protected], or contact our online service representative directly to obtain a Return Merchandise Authorization (RMA) number. Please note that any used item(s) cannot be returned or refunded.
Q5: How soon can I receive my ordered items
Answer: Depends on items and shipping types you selected. Please refer Shipping and Local Pickup for details.
Q6: May I cancel my order before receiving it?
Answer: In general, yes, you can cancel your order at any time before it ships from our warehouse. However, please note that the 3% credit card transaction fee is non-refundable (please refer to Payment policy and options). For customized items, cancellations are not possible once customization has begun. Please contact our customer service team to check the status of your order.
Q7: Does DIYCNC.ca offers price matching?
Answer: Yes, in addition to providing excellent service, we also aim to help our customers save on their hobbies. If you find a better price on the same product elsewhere, please contact us. We will review and match the price.
Q8: How can I obtain the password for user manuals?
Answer: The password for the user manual is provided upon purchasing the item. It will be sent along with the delivery notification email. The user manual includes the English version (or detailed specifications, if available). We have reviewed the original user manual, if it exists, and translated it into English, along with Q&A from our technical support team.
Q9: Why my shopping cart has a ‘Processing Fee’ in some of the items?
Answer: The processing fee only applies to customized items in your cart. This fee covers the cost of customizing the item, such as cutting aluminum extrusion profiles, linear rods, etc.