Shipping & Delivery

  • Please be noted that addresses under PO Boxes, military and restricted areas, all naval ports and Jurong Island are not supported for shipping. 
  • Shipping will take 3-5 days for DHL/Fedex and 2 weeks – 1.5 months for Vietnam Post, depending on your location.
  • Shipping fee shown in the checkout stage is calculated based on standard estimation. A surcharge may be applied due to some reasons such as remote area surcharge, fuel surcharge, etc., according to the actual situation and regulations of the couriers. The surcharges will be informed via email before shipping. In this case, we support changing to an alternative shipping method (if available) for the optimal cost if you would like to.
  • Once your order is shipped out, you will receive a notification via email with a tracking number. At the same time, the order status in your account on Dwarf Factory website is changed to “Shipped”. 
  • For tracking your order, please visit https://www.dwarf-factory.com/tracking-order/. Please keep track of your parcel via the courier website using that number. In case the delivery status is not updated appropriately, please kindly contact the courier and Dwarf Factory for prompt support.
  • Customers are responsible for import duties, taxes, and brokerage fees according to their country’s laws, regulations, and restrictions. You may check with your country’s customs office to determine if there will be additional costs.
  • For missing or damaged items after receiving the package, please contact the courier immediately to file a complaint and request an investigation.
  • For orders which failed to deliver due to the recipient not being contactable, customers are responsible for shipping fees to get the parcel delivered again.

 

Return & Replacement Policy

  • All orders are final. We do not accept return and replacement unless the item is faulty. 
  • In the unlikely event of a faulty item, please contact customer support at [email protected] with your order number and photos showing all the defects. In most cases, the faulty item will be replaced with a new one. If the item runs out of stock and replacement is not applicable, customer should receive a voucher at the same value as the item. 
  • Please be noted that we might require product disposal proof in some certain cases for replacement.
  • We do not provide credit unless otherwise specified.

 

Cancellation & Refund Policy

  • Once an order has been placed, we only accept cancellations within 24 hours since the order was placed. 
  • A refund will be issued accordingly. Please be noted that the customer is responsible for the transaction fee. 
  • Refunds are applied to the original form of payment used when the order was placed.
    • Credit cards/ Vietnam Domestic ATM card: Refunds typically appear on the statement within 2 to 3 business days, but occasionally this can take up to 15 business days. International refunds may take more time.
    • PayPal: Refunds typically appear on the statement immediately, but the time can vary depending on your financial institution.
  • Transaction dispute on payment gateway:
    • Any dispute made via payment gateway is resolved by the payment gateway. The decision of the payment gateway is final and binding.
    • Once the dispute is resolved, any chargeback or refund to the customer does not include transaction fee.  
  • Pending shipments: 
    • Orders which failed to ship out/deliver due to Force majeure case or customer subjective matters will be automatically cancelled after 3 months since the last notification. A voucher at the same value as the canceled order will be issued for the customer for future use.

 

Warranty

  • Dwarf Factory provides global warranty no matter where you bought Dwarf Factory’s items. As long as it is a product from Dwarf Factory, we are happy to provide warranty services. Please contact customer support at [email protected] with product photos showing all the defects. We will respond accordingly.