All DFC designs ship from our Mexico City studio. Because of this, DFC’s shipping rates can sometimes be comparitively higher than for items you may order from other websites and designers within your own country. In order to keep our shipping rates as competetive as possible, we do not overcharge for shipping and there are no additional handling fees.
1. How do I get free shipping?
Free shipping is available for U.S. orders (including Hawaii and Puerto Rico!) Some oversized items are exempt from this policy. To see if an item requires additional shipping, please read the product description. You can select shipping rates from a range of zones for any global destination. Once you proceed to checkout, you will be given exact information on shipping fees and estimated delivery dates. Returns and Exchanges are not covered under any free shipping offer. Free shipping is by FedEx Air delivery only. If you require shipping to any other global destination, you can select a destintion field that corresponds to your location, and you will be given an exact shipping cost for your order to your destination.
2. What is the returns policy?
Returns are accepted within 14 days of receipt of your order for website or store credit/exchange only. All returns must be approved by DFC before shipping to us. Please contact us immediately at firstname.lastname@example.org. Items must be returned in original and unused condition. Please make sure that items are well packed and insured for the full sale amount. You will be charged full sale price for any order not received in good condition, as decided by Team DFC’s quality control personnel. Shipping costs are non-refundable, and all costs for return shipment are the responsibility of the customer. Exchanges will incur additional shipping charges. Returns are not accepted after 14 days from receipt of order at your shipping address. Custom designs, special orders, and sale items are usually non-returnable. Please check this with us by emailing us at email@example.com. Customer must also cover any additional customs duties and/or taxes incurred when an order re-enters Mexico.
3. Do you offer repair service for DFC designs?
Yes. Please see notes on REPAIRS here. Not all DFC designs can be repaired, although Team DFC can provide the most expert advice on this for you. Please email us at firstname.lastname@example.org if you believe any DFC design you own needs repairs or cleaning. You can also call us at our Mexico City studio from 9am-6pm from Monday through Friday. We suggest you do not attempt repairs or cleaning of DFC designs before contacting us for expert advice or referrals to approved restoration/repair experts. We believe the best repairs are done by the artisans who originally created your DFC design.
4. How do I most safely return designs?
To make a return for store credit, or exchange, you will need a Return Merchandise Authorization number. Please email us at email@example.com and include your order number and a list of the item(s) you are returning in the body of the message. We’ll then reply to you with your RMA#, which must be included in the address field of your package. This RMA# is very important to ensure proper tracking and handling of returned goods. Do not return any product(s) until you have received an RMA#. Please ship with full insurance by your preferred shipper to:
Col. Roma, Mexico D.F 06760
Upon receipt of the shipment, Team DFC will contact you by email to confirm your website or store credit or exchange. Please reference your RMA# when calling or emailing to check on the status of your return!
Returns on website sales may also be made in person to DFC’s Mexico City store (Colima 124D, Col. Roma. Tel: (55) 5533-5339) within 14 days of shipping order date, during our normal business hours of 12-8pm. Our store is closed Mondays. We will issue you a store or website credit, or you may exchange your item for something new.
5. How will I know that my order was accepted?
After you click “Place Order” an e-mail confirmation including an order number will be sent to the e-mail address entered when the order was placed.
6. How can I change or cancel my order after it has been placed?
Please email us at firstname.lastname@example.org oall us at (52) 55 5286-0904 as soon as possible to either add or remove an item from your order and we will do all possible to accommodate your request. Once an order has been packed, we are no longer able to modify your order without incurring an additional fee for extra packing materials and labor incurred to re-pack. You will be
informed of this fee via email before we charge anything additional to you.
7. What if I have a problem with an item that is not returnable?
Email us at email@example.com or call us at our Mexico City studio on (52) 55 5286-0904 and we’ll do our best to work it out. If you’re happy, that makes Team DFC happy!
8. When will I be charged for my order?
We charge your credit card at the time you place your order. Any changes or cancellations in your order will be processed as rapidly as we can in order to provide you fast credit back to your account. We are not responsible for errors made by you during order, address or credit card entry.
9. How will my items be packed?
In an effort to to be as ecologically responsible as possible, Team DFC sometimes reuses boxes in good condition for internal and external packing of orders. We believe the small aesthetic loss in this is far outweighed by the benefits of recycling. It also helps to reduce packing costs for orders, the benefits of which we return to you in lower shipping costs! DFC accepts full responsibility for safe packing and shipping, and provides full replacement (as well as covering additional shipping costs) for any orders that are received damaged or destroyed. Most DFC orders are double-boxed for additional safetly during shipping. Whenever possible, Team DFC will box all of your separate DFC order items together for ease of shipping and handling.
10. What do I do if my order arrives damaged?
Team DFC takes the utmost care in handling, packing, and shipping our designs to you, but sometimes shippers and other carriers don’t. If you receive an order with damage of any kind, or suspect your order has arrived damaged prior to un-packing, we ask you to document and email us at firstname.lastname@example.org jpg images of both damage to the item(s) as well as jpgs of both internal and external state of packaging for insurance claims purposes. We cannot guarantee replacement of any damaged or broken order without this. Team DFC prides itself on safe receipt of orders and thorough packing, and we will do all we can to replace your order as fast as possible should damage or breakage occur!
To return any design for repair, you also need a Return Repair Authorization number (RRA#.) Please email us at info@totaldfc. com, including your original order number if you still have it, and a list of the item(s) you are returning in the body of the message, with a jpg image of the design in question for our reference and a brief description of the issues of concern in regard to repair. We’ll then reply to you with your RRA#, which must be included in the address field of your return package. This RRA# is very important to ensure proper tracking and handling of returned goods. Do not return any product(s) until you have received an RRA# from us! The email to you with your RRA# will also include packing information that will help maintain the safety of your shipment during return transit to us. Please ship with full insurance by your preferred shipper to:
Col. Roma, Mexico D.F 06760
Upon receipt of the shipment, Team DFC will contact you by email to confirm the cost of repairs and return shipping. Please reference your RRA# when calling or emailing to check on the status of your chaquira repair.
11. Do you ship internationally?
Yes, we do! If you are not in the U.S. and eligible for free shipping, you will be promted to select a destination field that will provide you with an accurate shipping cost to your global destination. DFC can ship to any postal address on the planet (this does not include P.O. Boxes, which we cannot ship to.) Most DFC customers order from outside of Mexico, hence most orders are international. Because of this, shipping times are sometimes longer than for items you order from other websites within your own country, and shipping rates also tend to be higher than for domestic orders simply as a result of larger distances and more complicated customs handling between countries. DFC is NAFTA certified, so between Mexico and the U.S. customs duties and taxes are minimized.
12. How long will my order take to ship?
Please allow around one week for FedEx Air shipments. If you need something shipped faster than our normal options, please email us at email@example.com or call our Mexico City studio within business hours (9am thru 6pm) Monday thru Friday on (52) 55 5286-0904.