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Shipping & Returns

Shipping Policy

Thank you for visiting and shopping at TheDotMaze. Below are the terms and conditions that constitute our Shipping Policy for our woodcraft-based products.

Processing Time

  • All orders are processed within 2-3 business days. Orders are not shipped or delivered on weekends or holidays.

  • If we are experiencing a high volume of orders, shipments may be delayed by a few days. Please allow additional days in transit for delivery. If there will be a significant delay in the shipment of your order, we will contact you via email or telephone.

Shipping Rates & Delivery Estimates

  • Shipping charges for your order will be calculated and displayed at checkout. Rates may vary based on the size, weight, and destination of your package.

  • Delivery Timeframes:

    • Domestic (within Germany): 5-7 business days

    • International: 15-20 business days

  • Delivery delays can occasionally occur due to factors beyond our control (e.g., customs delays for international shipments).

Shipment Worldwide

  • TheDotMaze ships to addresses within Germany and World-wide.

  • Note: Some large or fragile woodcraft items may not be eligible for P.O. Box deliveries due to size or handling requirements.

Customs, Duties, and Taxes

  • TheDotMaze is not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc.).

  • Please be aware that customs clearance may also cause delivery delays, particularly for international orders.

Shipping Confirmation & Order Tracking

  • You will receive a shipment confirmation email once your order has shipped, containing your tracking number(s). The tracking number will be active within 24 hours.

Damages & Lost Items

  • TheDotMaze is not liable for any products damaged or lost during shipping. If you received your order damaged, please contact the shipment carrier to file a claim.

  • Save all packaging materials and damaged goods before filing a claim.

Packaging

  • Our woodcraft products are carefully packaged to prevent damage during transit. Some larger items may require special packaging. In an effort to reduce environmental waste, we use eco-friendly and recyclable packaging materials wherever possible.

Shipping Restrictions

  • Due to the handcrafted nature of our woodcraft products, certain large or custom pieces may have specific shipping requirements, which will be communicated during the order process.

Contact Us

  • If you have any questions or concerns regarding your shipment, please contact us at TheDotMaze@gmail.com

Return & Exchange Policy

​At TheDotMaze, we take great pride in the craftsmanship of our woodcraft products. If for any reason you are not completely satisfied with your purchase, we’re here to help! Please review our return policy below:

Returns

  • You have 30 days from the date you received the item to request a return.

  • To be eligible for a return, your item must be in the same condition that you received it, unused, and in its original packaging.

  • Customized, personalized, or special order items are non-refundable unless they arrive damaged or defective.

  • Some items, such as large custom wood pieces, may be subject to a restocking fee.

Non-Returnable Items

  • Personalized or custom-made woodcraft items

  • Gift cards

  • Sale items or clearance items

Return Process

To initiate a return, please contact us at TheDotMaze@gmail.com with your order number and details about the product. We will provide you with instructions on how to return your item.

  • Shipping Costs:

    • You will be responsible for paying your own shipping costs for returning your item. Shipping costs are non-refundable.

    • If you receive a refund, the cost of return shipping will be deducted from your refund.

    • In the case of defective or damaged items, we will cover the return shipping costs.

Damaged or Defective Items

  • We carefully inspect all of our woodcraft products before shipment, but if your item arrives damaged or defective, please notify us within 15 days of receiving the item.

  • To process your claim, we may request photos of the damage and packaging, and we will provide further instructions on how to proceed with your return or replacement.

Refunds

  • Once we receive your return, we will inspect it and notify you of the status of your refund.

  • If your return is approved, a refund will be processed, and a credit will be automatically applied to your original method of payment, typically within 15 business days.

  • Please note that shipping costs are non-refundable.

Exchanges

  • We only replace items if they are defective or damaged. If you need to exchange a defective item for the same one, please contact us at TheDotMaze@gmail.com

  • If the item you wish to exchange is out of stock, you may choose a different item of equal value, or we can offer a refund.

Late or Missing Refunds

  • If you haven’t received a refund after 15 days of approval, first check your bank account again.

  • Then contact your credit card company, as it may take some time before your refund is officially posted.

  • If you’ve done all of this and still have not received your refund, please contact us at TheDotMaze@gmail.com.

Return Shipping Address

Contact Us

  • If you have any questions regarding our return policy, feel free to contact us at TheDotMaze@gmail.com.

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