1.Do you ship internationally?
Yes, we ship worldwide from Hanoi, Vietnam. Delivery usually takes 9–15 business days depending on the destination. Express shipping may be available at checkout.
2. How long does it take to process my order?
All orders are processed within 3–5 business days (excluding weekends and holidays). During peak seasons or holidays, it may take a bit longer.
3. Do I need to pay customs duties or taxes?
Our kits are generally classified under HS 9503.00 (toy construction/puzzle sets). In the U.S., most 9503 items carry a general duty rate of “Free” (you may still owe local taxes/fees). In the EU/UK, toys under 9503 often range from 0% to about 4.7% duty depending on the exact subheading (e.g., some motor-incorporating sets can be dutiable). VAT/GST and any customs clearance fees are not included in the product price or shipping and are the buyer’s responsibility. Please check your country’s tariff schedule (e.g., TARIC/UK Global Tariff) for the exact rate at the time of import.
4. What if my order arrives damaged?
If your product arrives damaged, please contact us immediately with photos. We will arrange a replacement or a refund at no extra cost.
5. Can I return a product if I change my mind?
Yes. You may return your order within 14 days of delivery, provided it is unused, unassembled, and in the original packaging. Return shipping is at your expense unless the product is defective.
6. Are the wooden parts precise, what material do you use, and how is the surface finish?
Yes—our parts are CNC-cut for high, consistent accuracy (typical tolerance ±0.1 mm). We use natural wood only, selected and conditioned for stability. Each part is cleanly machined and de-burred/sanded—dust-free and ready to use/assemble (no extra finishing required).
7. How are the parts packaged—do foam trays keep them safe and make installation checks easier?
Yes—each kit ships in custom-cut EPE/EVA foam trays that immobilize all parts to prevent shock and scuffs. The tray layout corresponds to the assembly instructions, so you can quickly cross-check and confirm completeness during installation. Sets are clean, dust-free, bagged and sealed (with desiccant) and packed in 5-ply cartons for safe delivery.
8. How do I assemble the kits?
All our products are DIY assembly kits. Each kit includes detailed step-by-step instructions (PDF). Some also include video tutorials on our website and YouTube channel.
9. Are accessories included—does the kit contain everything needed to build the complete product?
Yes—each kit includes all required accessories and hardware as specified in the product description/assembly guide for full assembly out of the box; batteries and glue/adhesive are not included.
10. What wood glue should I use for assembly?
Use PVA wood glue—preferably Titebond (Original/II/III) or an equivalent. Apply a thin, even coat to both mating surfaces, fit the parts and press lightly so the faces contact tightly. Wipe any squeeze-out and let it dry 5–10 minutes before proceeding.
11. Can I paint or stain the parts?
Yes—the wooden parts are shipped natural. You can paint or stain in any color you prefer. Ensure the surfaces are clean and dry, test on a scrap, apply thin, even coats, and let each coat dry per the product label (optionally finish with a clear topcoat).
12. Are your kits suitable for children?
Our kits are recommended for ages 14 and above. Younger builders should always be supervised by an adult due to small parts and assembly complexity.
13. What payment methods do you accept?
We accept major credit cards, PayPal, and other secure payment methods available at checkout.
14. Can I track my shipment?
Yes. Once your order is shipped, you will receive an email with a tracking number. Please allow up to 48 hours for tracking to become active.
15. How can I contact you?
You can reach us anytime at:
📧 Contact@woodmarblemachine.com
