Shipping Policy

Overview 

At My Machines (my-machines.net), our goal is to ensure that your digital fabrication hardware, mechanical components, and DIY kits arrive at your workshop quickly, safely, and fully protected. Below you will find the details of our processing times, delivery expectations, international customs policies, and transport insurance protocols.

1. Order Processing & Lead Times

Because we deal with everything from tiny fasteners to heavy aluminum extrusions and complex machine packages, our processing times vary depending on the items in your order:

• Components Only (Small to Medium Orders): Orders consisting solely of in-stock parts and electronic/mechanical components (where no custom cuts or production are required) are typically processed and shipped within 48 business hours.
• Orders with Aluminum Profiles: Orders that include aluminum extrusions—particularly those requiring custom size cuts, deburring, and precision tapping—may take up to 5 business days to prepare and ship.
• Full Machine Kits: Our comprehensive structural and mechanical kits (such as CNC or 3D printer builds) require rigorous quality control, sorting, and multi-layered secure packing. These kits typically have a lead time of 1 to 2 weeks before dispatch.

Note on Stock Constraints: If a specific item is subject to a stock constraint or factory delay, an indication of the expected lead time will be clearly stated on its product page. In the event of an unexpected delay after an order is placed, our team will contact you directly via email (support@my-machines.net) or phone.

2. Delivery Times & Shipping Carriers

We partner with world-class logistics providers to ensure your package is tracked and handled professionally from our workbench to your door:

• Express Shipping (DHL Express / Equivalent): This is our standard service for most small to medium shipments. Reference delivery time is 1 business day for European destinations, and 2 to 3 business days for the rest of the world.
• Large/Heavy Shipments (DHL Economy / DPD / Freight): Heavy components or full CNC structural kits traveling to continental European destinations are shipped via reliable ground economy services. Reference delivery time ranges from 3 to 7 business days, depending on the destination country.
• Alternative Carriers: In exceptional circumstances or for remote global regions, we reserve the right to utilize alternative carriers (such as FedEx, UPS, or DB Schenker) to ensure the safest transit route. All delivery timeframes mentioned are reference estimates provided by the couriers, not rigid contractual commitments. Unexpected logistical delays can occasionally occur due to weather, customs bottlenecks, or peak seasonal volumes.

3. International Shipping, Customs, and Import Duties

For all customers purchasing from outside the fiscal and custom borders of the European Union (including the United Kingdom, United States, Canada, Australia, etc.):

• DAP Incoterms (Delivery At Place): All international shipments are dispatched strictly under DAP Incoterms. This means that the shipping rate paid at our checkout covers the transportation cost directly to your designated delivery address, but strictly excludes any localized importation costs.
• Taxes and Import Duties: Your package will pass through your country's customs authority. The buyer is solely responsible for paying any local import VAT, customs clearance handling fees, and import duties levied by your government. These fees are determined locally and will be billed to you directly by the shipping carrier prior to delivery. We highly recommend checking your country’s importation thresholds and tax rules before ordering.
• Rejected Shipments: If a package is rejected at destination by the customer due to unexpected customs fees, refusal to pay import taxes, or a change of mind, the cost of the return shipping to our warehouse and any penalty customs duties forced upon My Machines will be deducted from your final product refund. 
  

4. Shipping Warranty, Transit Insurance & Damage Claims

Every physical shipment dispatched by My Machines is fully insured against transport damages, missing packages, or item loss. However, this transit insurance features a strict validity window of 10 days after the registered delivery date. To successfully activate a claim, the customer must strictly follow this protocol:

1. Inspect on Delivery: Carefully inspect your boxes the moment the courier hands them to you. Take high-resolution photographs of the unopened boxes, especially focusing on any visible signs of damage, punctures, crushing, or tampered/patched tape.
2. Note Damage with the Courier: If there is visible external damage to the packaging at the moment of arrival, explicitly ask the courier to log a formal damage remark on their signature pad/delivery sheet before signing for the package.
3. Report Directly to My Machines: Do not open a direct claim or complaint with the shipping company yourself, as this can void our corporate insurance framework. Instead, within 10 days maximum, email our team directly at support@my-machines.net. Include your order number, pictures of the boxes before unpacking, and clear photos/videos of any damaged components found inside. Our engineering and logistics team will take over the investigation and arrange a fast replacement for your hardware. 
   

5. Signature Release / Safe Place Delivery Authorizations

If you choose to bypass the standard hand-delivered signature requirement by activating options such as DHL’s "Signature Release", "Leave without signature", or "Leave in a safe place" (e.g., porch, front yard, with a neighbor, building reception) via the carrier’s mobile portal, you assume 100% liability for the package.

Once the courier logs the package as delivered under a customer-authorized signature release, neither My Machines nor the shipping carrier can be held responsible or accept insurance claims for subsequent theft, vandalism, weather damage, or package disappearance.

6. Contact Information

For any questions regarding shipping quotes, freight requests for massive builds, or tracking updates, please contact us at support@my-machines.net.