Q & A

Q1: Where can I return the item(s) if there is a defact on it?
Answer: The item(s) can be shipped back to our warehouse, or you can also opt for a door-to-door drop-off at one of our warehouses. Currently, we have three warehouses nearby: Mississauga, ON; Oakbank, MB; and Vancouver, BC.
Q2: How to process return and refound?
Answer: We access the return and refound process only when the item(s) you received have defects or wrong item(s) was delivered. Once you received your item(s) and checked with wrong item or defect item, you can ask for return/exchange within 7 business days. Please send the defect/wrong item description (necessary pictures) to our service email: [email protected], or directly contact our on-line service representative to obtain a RMA (Return Merchandise Authorization number) number. DIYCNC will cover the return shipping cost on defect or wrong item. We do not encourage no-reason return/refound due to the lower profit and higher international shipping cost. However, if you intend to return the items you don’t like, we still can process it with extra re-stocking fee, return shipping cost will be applied by customer-self. Any used item(s) cannot be returned or refounded.
Q3: How to obtain more information or service if there is no detailed description on the items?
Answer: Our service representatives will be happy to help you to get more informations you need. You can either contact us via on-line service representative or service email: [email protected] for any question you have.
Q4: How soon I can received my orderred items
Answer: Depends on items and shipping types you selected. Please refer Shipping and Local Pickup for details.
Q5: May I pick up my orderred items from your warehouses?
Answer: Yes. You can select ‘Local Pickup’ when you check out your order. Once your order is ready to pickup, you will receiving a pickup email for detail.
Q6: May I cancel my order before I receiving it?
Answer: General speaking Yes, you can cancel your order any time before shipping out from our warehouse, there is no charge. However for customized item, we cannot do cancellation once customizing started, please contact our service to check the status.
Q7: May I reject to pickup my order if I do not like it?
Answer: Yes, and no charge.
Q8: Do you have a showroom so I can understand items in detail?
Answer: Yes, we do have on-line showroom based on your request. We can also ask manufacture to make some video based on your question regarding their products.
Q9: How to request free design service on Aluminum workbench/table/stand?
Answer: All of our Aluminum Stand, CNC/3D printer tables/workbench are customizable. We provide free design service for our customers. You only have to provide us with your requirement, draft, material etc. You will get the detail design blueprint in 1-5 business days based on the complexity. Please see our sample design requirement and design documents.
Q10: Can DIYCNC do price matching?
Answer: Yes. Besides providing the best service, we also strive to reduce our customers’ costs on their passionate hobby. Regardless of where you found a better price on the same product, please contact us. We will review and match the price.
Q11: How can I obtain the user manuals’ password?
Answer: You will receive the password only upon purchasing the item. The password for the user manual will be sent along with the delivery notification email. In the user manual, you will find the English version (or detailed specifications, if available; we reviewed the original user manual, if it exists, and translated it into English) as well as the Q&A from our technical support team.
Q12: How to put an order on customizable item?
Answer: Please refer this page: Custom length calculation
Q13: Why were some items’ prices changed after I purchased them before? May I get refund?
Answer: Our pricing system automatically updates item prices based on various factors such as shipping costs (especially for items shipped directly from vendors), vendor changes, product upgrades, inventory information, and popularity. We do not offer refunds based on price changes; however, customers may qualify for a coupon code for their next purchase in this case.