FAQ

About Dims.


“Dims.” is shorthand for “dimensions” and is often used by architects, designers and other people who measure things in the course of their work.

Dims. furniture is currently manufactured in the U.S.A., Canada, Mexico, and Taiwan. We work with a trusted network of family-run factories to produce our original designs in small batches. Each piece is built by experienced craftsmen who specialize in the type of work at hand, guaranteeing a level of quality unseen at “fast furniture” brands.

We currently have 7 full-time employees. This is a recent phenomenon, and many of our team members are quite new. If we do not reply immediately or satisfactorily to your inquiry, we ask that you are patient with us during this growth period.

General


Unfortunately, we can’t do custom orders at this time.

Send us an email at concierge@dims.world as soon as possible if you would like to cancel or change your order. We process orders quickly, but we will do our best to fulfill your request.

Assembly instructions can be found in your packaging.

We’re at your beck and call. Kindly email us at concierge@dims.world.

Preorders


At Dims., we use preorders to fund our production. That means that the payment you send goes from us to our manufacturer, who produces pieces to order. This has a number of advantages, including lower prices and waste reduction. Because you are funding these production runs in advance, your piece will not be shipped until later on, after it’s been made.

We estimate upfront for you when the item will be available, and do our absolute best to stand by the delivery dates we quote customers. But delays do occasionally arise. If this happens, we will remain in communication with you on the status of your order.

The wait time for preorders varies by product. Before purchasing, you will see an estimated shipping date below the “Preorder Availability” button on the relevant product page. Your card will be charged at the time of checkout.

Your card will be charged at the time of checkout. The preordered product will ship at a later date.

Composed Bundle


We are offering a free set of Composed Trays when you purchase a Composed Vanity and Composed Stool. In order to activate the discount, you must add all three items to your cart. You will see the trays discounted at checkout.

All of your items will arrive by March, but will ship separately. You will be notified before your vanity ships. Composed Trays will be shipped once your vanity order has been fulfilled. Note that our Composed Vanity ships in two boxes.

The Composed bundle is our only offer.

We offer 60-day returns for items with original packaging. However, Composed Trays are final sale. If you choose to return the vanity and/or stool from your bundle, the cost of the trays will be subtracted from your merchandise credit. Please review our Return Policy for additional details on returns.

Absolutely. Please email us at concierge@dims.world, and we will respond as soon as we’re able.

Checkout


Unfortunately, we can’t tell why it was declined on our end, but there are a few things to check if your payment didn’t go through. Check that your card’s billing details (such as the security code and billing address) match what you’ve entered into our system. Your card issuer also may have declined your payment or put a hold on the card for fraud prevention. We recommend calling your card issuer to resolve the issue.

The good news is that if you see any errors during the checkout process, no orders were processed and no charges were made to your account. Upon a successful checkout, youll see an order confirmation page and receive an order confirmation email. If you’re unclear on anything, dont hesitate to contact us at concierge@dims.world.

Your card will be charged at the time of checkout.

We work with an established payment provider called Stripe. All communication is done via a fully secure connection.

Returns


Unless otherwise stated on its product page, you have 60 days to return a product. Please note that shipping fees, which help to finance the high cost of shipping large and bulky items, are nonrefundable.

All returns will incur a 10% restock fee, regardless of the reason for the return. This fee subsidizes the cost of shipping, quality inspection and any necessary repairs. (Unshipped preorders will not incur a restock fee, however.)

In order to ensure that products remain in resalable condition, we are only able to accept returns in original packaging, which is designed to protect merchandise in transit.

Once we receive your return at our warehouse, our team will inspect the returned item. If it is in new condition, we will issue any appropriate credits, less the restock fee. Please allow 5-10 business days for any credits to be processed. If you received a preorder perk in connection with your preorder, the full retail value of your perk will be deducted from any credit issued for your return.

A few important points to consider before making a purchase or initiating a return:

  • Returns must arrive in their original packaging.
  • We cannot accept returns on any products showing scratches, stains, drilling or any other modifications.
  • We do not accept returns due to variance in wood color or wood grain. Like all natural materials, wood inherently differs in color and grain pattern — every tree is one of a kind. Each Dims. piece made from wood will display unique variances, which may include knots, lines, color difference, tiger grain, color variation or shadows. All of these are expected and valued characteristics of natural wood, and are integral to wooden products.

We do not process exchanges, but you are free to return one product and purchase a different one. See above for our return policy.

All returns will incur a 10% restock fee, which subsidizes the cost of shipping the item, as well as quality inspection and any necessary repairs. Preorders that have not yet shipped will not incur a restock fee.

Yes, there are several. Please see above for our return policy.

No, we do not.

Please contact us at concierge@dims.world within 7 days of delivery, and include the the following information in your email:

  • Order number
  • First and last name
  • Detailed explanation of damage / defect
  • Photos and video showing damage / defect

Please email us from the email address used to place your order. We typically reply within 1 business day.

We will ask that you return any damaged or defective product to us, so we can evaluate the issue and ideally repair it. No restocking fee will be charged for any verified damage or defect.

Shipping


Our 6% shipping fee subsidizes the cost of processing, handling, packing and delivering your order. Due to the bulkiness of most furniture items, these costs can add up quickly. Unfortunately, we need to charge a modest shipping fee in order to help cover our costs. We hope you can understand.

* Free shipping is offered on the Word Table Light.

If a product is in stock, it will typically be delivered within 1-5 business days. However, due to the continuing impact of COVID-19 on domestic logistics (including warehouses and carriers), you may experience delays. Given the number of orders being processed and extended lead times for shipping across the United States, please allow up to two weeks for orders to be shipped. Please also bear with us as packages may be lost or damaged in transit as UPS and FedEx do their best to adjust their delivery practices and protect their employees during the pandemic. If a product is available for preorder, it will ship on or around the estimated shipping date described in the Preorder Shipping section of its product page.

Due to the continuing impact of COVID-19 on domestic logistics (including warehouses and carriers), you may experience delays during this tumultuous time. Given the number of orders being processed and extended lead times for shipping across the United States, please allow up to 2 weeks for orders to be shipped. Please also bear with us as packages may be lost or damaged in transit as UPS and FedEx do their best to adjust their delivery practices and protect their employees during the pandemic.

Unfortunately, we don’t expedite shipping right now.

We ship within the contiguous United States (48 states). We do not ship internationally or to Hawaii, Alaska or Puerto Rico.

We typically ship via FedEx Ground.

No, you don’t need to be at home. FedEx can leave the packages in front of your house or in your apartment building lobby if you aren’t on site.

Trade


Not at this time. We are in the process of retooling our trade program, and will relaunch it in early 2021.