You have 30 days from the date of shipmentto return your purchase unopened, unused, and in the original packaging.
Cancellations will be accepted as long as the order has not been fulfilled and shipped out.
Frequently Asked Questions
Cancellations, Returns, and Exchanges (Online Purchases)
Can I cancel my order? Will I receive a refund?
You have 30 days from the date of your purchase to cancel. If your order has yet to be shipped out, we can cancel your order and provide you with a refund. Please get in touch with support and have your order number ready.
If approved, your refund will be processed, and a credit will automatically be applied to your credit card or original payment method within a certain amount of days.
Can I return or exchange my purchase?
You can return your item or exchange it for another item if the plastic wrapping has not opened. If you have missing/broken pieces, please get in touch with customer support so we can replace them free of charge.
Refunds will be processed once we receive your return at our fulfillment center.
Unless you are returning a damaged or defective item, the customer is responsible for the costs of shipping returns and will not be reimbursed with the refund.
Sale Items are final and cannot be returned.
I received it as a gift but would like to return/exchange it.
Please request order information from the giftor. If you have information about the giftor (name/address) or your information matches the delivery name and address, we can look up your information.
Where do I send returns?
Please send returns to:
Hands Craft US, Inc.
5151 Heliotrope Ave.
Vernon, CA 90058
Shipping
My order was damaged/defective on arrival.
We ensure that every product that is sent out is without damages, but we understand it can be damaged in transit. Please request a replacement by contacting support with PROOF OF DAMAGE within 48 HOURS of receiving your damaged shipment.
We only provide exchanges for items that are defective or damaged. Please provide proof of damage when contacting support.
Where do these kits ship from? How long will it take?
We are located, and they will ship from sunny Los Angeles, CA. Every order will be shipped out 1-3 business days after the date of purchase. Standard shipping can take up to 3-5 business days.
Can I pay more and upgrade the shipping so it arrives on time?
There are different paid options through USPS, UPS, and FedEx that you can upgrade to.
Do you ship internationally?
We do; for now, the only country we ship internationally is Canada. The customer is responsible for all duties and custom taxes.
Do you ship to PO Boxes, US Territories, or APO/FPO/DPO Addresses?
Yes, we ship to all of the above!
Can I change the shipping destination?
We can change the shipping destination if the order has not shipped out. Please let us know as soon as possible to ensure we can change the destination before it is shipped out.
Do you guys do gift requests?
Yes, we include gift notes! Please let us know in the "Special Instructions" and leave your message!
Can you ship the order on a specific date so it arrives on a particular day?
Yes, please let us know in the "Special Instructions" section.
Package Did Not Arrive
I haven't received my order.
Sometimes, shipping services will send out confirmation of the package's arrival before it actually arrives. Please give it up to 24 hours to see if the package arrives.
If you still haven't received it, please double-check the details of the address you provided. If the address is correct, please check with your neighbors if they mistakenly received your package or if they saw if it was delivered.
If you are still unable to find your package, please contact customer support, and we will help you resolve this issue.
Can you send me a replacement?
Unfortunately, if a package goes missing during transit, our shipping partners are liable for losses. Please get in touch with support so we can file a missing package claim on your behalf. Depending on the outcome of the investigation, we can provide you with a replacement free of charge.
Product Support
My kit didn't come with instructions/paper cutouts/parts sheet.
We're sorry for the inconvenience. Please get in touch with support at shop@handscraft.com, and we'll email you the PDF file of the instructions/paper cutouts/parts sheet.
My kit is missing pieces.
If your missing pieces start with the letters J, K, or L (e.g., L12), they are paper cut-out pieces. If you don't have these pieces of papers, please get in touch with support for a replacement.
If your missing parts start with the letters A-F, they are wood pieces, which we can replace free of charge. Please let us know the product name or model number (e.g., DG104), the missing parts and quantity needed (e.g., A12 x 2, D26), your email, and your shipping address to send the parts.
I'm having trouble with a certain step because the instructions are unclear.
We understand certain steps and instructions can be confusing. If you contact support and let us know the product name/model number, the step you're having trouble with, and what part you find confusing, we can guide you on how to correctly proceed to the next step.
There are also plenty of videos on YouTube by various pages such as @marimodiy that go through the build process step-by-step. If you need assistance finding a helpful video, please contact support and we'd be happy to help!
Still Need Help?
Don't hesitate to reach out if you still have questions and need to talk to a real person who can help!
