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.  Our Hybrid Fulfillment Model & Lead Times

To balance top-tier quality control on our machines with affordable replacement parts, My Machines operates on a hybrid fulfillment model. Processing times depend on what you order:

• Full Machine Kits & CNC Packages (Assembled/Kitted in the EU): All our core machine kits are carefully sorted, packed, and quality-controlled at our headquarters in Portugal. Because we manually assemble these packages to ensure no fastener or extrusion is missing, these orders typically require a lead time of 1 to 2 weeks before dispatch.
• Loose Components & Spare Parts (Global Factory Direct): To keep maintenance and upgrade costs as low as possible for the Maker community, individual components (like stepper motors, single controller boards, or spare belts) are shipped directly from our manufacturing partners in Asia. These items are processed within 1 to 3 business days.
• Digital Products (CAD / Firmware): Instant delivery via email or account download.

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.com) or phone.

2.  Delivery Times & Origins

At checkout, you will see delivery methods tailored to the origin of your items:

• HQ Direct Shipping (EU Origin): For machine kits leaving our Portuguese facility. Once dispatched, transit takes 3 to 7 business days for most European destinations. (Note: EU customers pay no customs fees on these shipments).
• Global Factory Direct (10-15 Business Days): For loose components and spare parts dispatched via dropshipping. We offer subsidized or free shipping on these items to compensate for the longer wait time. (Note: Non-EU/UK customers may be subject to local import taxes upon arrival).
• Split Orders: If you order a Full Machine Kit and extra dropshipped spare parts in the same cart, your order will be split. The kit will arrive from our HQ, and the spare parts will arrive separately from the factory.

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

COMPANY INFORMATION & LEGAL CONTACT This website (my-machines.com) and the associated services are operated by:

• Company/Entity: My Machines (represented by José Edgar Sousa Mata)
• Headquarters / Fiscal Address: Rua das Vendas, 33 ºEsq Vandoma, Paredes, Portugal
• Primary Store Domain: https://my-machines.com
• Customer Support & Legal Inquiries: support@my-machines.net

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