Q1: Where is your store located, and may I pick up my order from your store?
Answer: We are an online marketplace and do not have a retail store currently, so there is no local pickup service.
Q2: How to get free shipping if my item(s) is/are shipped from the manufacturer or overseas?
Answer: Our shipping cost will be calculated based on total amount, weight and your location. Please refer: Shipping and Delivery
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: Due to high transportation costs and low store profit margins, we do not encourage returns of non-defective items. However, we still accept returns if the item does not fit your project requirements. To reduce shipping costs, Equatity Store Points may be issued instead of a refund. Please refer to our Return, Replacement, and Cancellation Policy for details.
Q5: How soon can I receive my ordered items
Answer: Depends on items and shipping types you selected. Please refer Shipping and Delivery 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.
Q10: How is my order processed, and where is my order shipped from?
Answer: This depends on the shipping method you choose.
International Express:
Your order will be processed and shipped directly from our overseas workshop (newly opened in China in October 2025) to your shipping address. Tracking information will be posted immediately once shipping has started.
Grouped Shipping (out-of-stock or customized products):
Your order will be processed at our overseas workshop and shipped to our GTA or GVA workshop for further processing (testing and repacking). Once the order passes our QA inspection, it will be shipped to your Canadian address via domestic shipping.Tracking information will be available only after domestic shipping has started.
Ground Shipping (in-stock products):
Your order will be packaged and shipped directly from our GTA or GVA workshop to your address.
Tracking information will be posted immediately after shipment.
International Express:
Your order will be processed and shipped directly from our overseas workshop (newly opened in China in October 2025) to your shipping address. Tracking information will be posted immediately once shipping has started.
Grouped Shipping (out-of-stock or customized products):
Your order will be processed at our overseas workshop and shipped to our GTA or GVA workshop for further processing (testing and repacking). Once the order passes our QA inspection, it will be shipped to your Canadian address via domestic shipping.Tracking information will be available only after domestic shipping has started.
Ground Shipping (in-stock products):
Your order will be packaged and shipped directly from our GTA or GVA workshop to your address.
Tracking information will be posted immediately after shipment.