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.

The bulk of Dims. furniture is currently manufactured in the U.S.A. at leading-edge factories with stellar reputations in the design industry. Their combined experience stretches across centuries of furniture-making, resulting in quality levels that are widely regarded as the benchmarks for domestic furniture manufacturing. A minority of Dims. furniture is produced in Taiwan at metal factories with decades of experience manufacturing for top European design brands.

We view all of our factories as trusted strategic partners. By producing in small batches or making to order, our factories allow us to produce furniture much more efficiently, and with less waste, than traditional furniture brands. Their skill, experience and flexibility are the main drivers of our speed to market and firm quality standards.

* We recently began retailing accessories produced by designers and design brands that we admire. Out of respect for their privacy, we do not disclose details about their manufacturing partners.

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 remain patient with us during this growth period.

General


We cannot 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 inside your packaging.

We are a small team right now and unable to field phone calls. Kindly email us at concierge@dims.world and we will reply just as soon as we are able.

We currently do not offer assembly services.

Shipping


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

Currently, we do not have any storefronts or locations for pickup. All of our inventory ships from our fulfillment centers.

If you receive tracking information and the delivery date lands while you are away, FedEx can hold your package for free and deliver it again when it works for you. FedEx offers vacation holds, which you can learn about here. Due to space constraints and risk of damage, we are not able to hold shipments at our facilities.

Alfa is currently the only product that requires a scheduled delivery. However, your order will still be shipped within the shipping window provided upon checkout. We cannot hold orders. For more details, please visit our delivery instructions page here.

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.

* Free shipping is offered on the Word Table Light.

We do not expedite shipping at this time.

If a product is in stock, it will typically be delivered within 2-5 business days from the time you receive tracking information. 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 status page.

Due to the continuing impact of COVID-19 on domestic logistics (including warehouses and carriers), you may experience delays for the foreseeable future.

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. To protect your order from shipping damage that may arise, please add Route package protection at checkout.

We do not ship to P.O. Boxes at this time.

We typically ship via FedEx Ground. Larger items (e.g., sofas) are shipped via private carrier.

For standard orders, 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. We encourage you to use FedEx Delivery Manager to monitor your shipment or request pickup at a local office.

For large orders shipped via private carrier (e.g., sofas), you will need to be at home to accept the order.

This does not happen often but when it does, we unfortunately cannot take responsibility for lost or missing packages that show successful delivery. You may need to contact the carrier to file a lost or stolen item claim. We encourage customers to add Route package protection at checkout which covers lost and stolen packages. To learn more, check out our Route FAQ questions.

Each sofa is made to order and its lead time is stated on the relevant product page. Your card will be charged at the time of checkout and your order will ship at a later date.

You will receive an email when your sofa has shipped. Our local delivery agent will then contact you via phone for your scheduled delivery date. For more details, please see our delivery instructions page here.

Our Composed Vanity ships in two parts. One package contains the metal fixtures, while the other contains the wood tabletop. Typically, both are delivered on the same day by FedEx, but occasionally, they will be delivered separately. If you‘re unable to locate your second tracking number, feel free to reach out to us.

Route


We’ve partnered with Route to provide you with premium package protection. Make sure Route is in your order at checkout to ensure that your heirloom-quality piece is protected. You will be able to easily file a claim in the unfortunate case of a lost, stolen, or damaged package.

If you need to file a claim with Route: Submit a claim here.

Yes. Make sure Route Protect is selected at checkout, and you can easily file an issue for a lost, stolen, or damaged package.

If you need to file a claim with Route: Submit a claim here.

Lost Package

If your package is not marked as “Delivered” and there has been no update or it has been stuck in a shipping stage other than “Delivered” for 7 days, then you may file a claim with Route for a lost package. Claims must be filed within 30 days of the last update and within 60 days of the order date.

Damaged Package

If your product arrives damaged, unusable or in an otherwise unacceptable condition, you can file a claim with Route right away. Make sure to take photos of the package and item (required) and file within 15 days from date of delivery.

Stolen Package

If your product was marked as “Delivered” but you didn't receive it, please wait 5 days from the delivery date to file a claim with Route. Claims must be filed no later than 15 days from the delivery date, and orders over $100 USD will require a police report.

To review all of Route’s policies, visit their help page here.

Route covers orders under $5000. If your order total is over this value, Route will not be available. If your order is under this value and you are not seeing Route added to your cart, please contact us.

Trade


We are currently retooling our trade program. Sign up here to be notified when our program is active again.

Preorders


If you place a preorder, your item is made to order as part of a small batch. This means your item will not be shipped until after it’s been made. Preorders enable us to avoid overproduction, reduce waste and share cost savings with our early adopters.

We estimate upfront for you when the item will be shipped, and do our absolute best to stand by our estimated delivery windows. However, even under normal circumstances, delays do arise. Since early 2020, COVID-19 has affected the speed and resilience of our supply chain in unpredictable ways, and we are working diligently with our partners to eliminate delays, both safely and surely.

If a delay occurs, we will remain in communication with you on the status of your order. Due to the special nature of preorder production, preorders cannot be canceled.

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

We estimate upfront for you when the item will be shipped, and do our absolute best to stand by our estimated delivery windows. However, even under normal circumstances, delays do arise. Since early 2020, COVID-19 has affected the speed and resilience of our supply chain in unpredictable ways, and we are working diligently with our partners to eliminate delays, both safely and surely.

If a delay occurs, we will stay in communication with you on the status of your order. Due to the special nature of preorder production, preorders cannot be canceled.

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

You can view up-to-date information regarding your preorder on our Preorder Status Page.

Checkout


Unfortunately, we cannot tell why it was declined on our end. Check that your card’s billing details (such as the security code and billing address) match what you have 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, you will see an order confirmation page and receive an order confirmation email.

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 30 days to return a product. Kindly 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. This fee subsidizes the cost of shipping, processing and potential repackaging. In order to ensure that products remain in resalable condition, we are only able to accept returns in the original packaging, which is specially designed to protect merchandise from damage in transit.

Non-furniture items (such as tabletop accessories) are only eligible for return if they are unused and unwashed. Original packaging is necessary for these products as well.

In order to initiate a return, please visit our returns portal below:

Returns Portal

Once we receive your return at our warehouse, our team will inspect the returned item. This can take up to 7 business days. 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.

Please consider the following 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 wood 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, regardless of the reason for the return. This fee subsidizes the cost of shipping, processing and potential repackaging. 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.

If your package was protected by Route, you can easily file a product damage claim by clicking here.

If you believe your product has a defect, you must report it within 7 days of receiving the item to be covered by our warranty. Products will not incur a restock fee, as long as they are sent back in their original packaging. To start this process, please fill out the form below, include photos of the product and our team will be in touch with you in 1-2 business days.

Order Support Form

Care & Maintenance


If you act quickly, it is not difficult to remove spills and prevent stains from forming. However, we cannot guarantee complete stain removal.

First, scrape off any liquid or hardened residue with a
spoon or a scoop. Any loose particles should be vacuum-cleaned before further cleaning. Any liquid should be soaked up with an absorbent napkin or cloth.

Remove non-greasy stains by carefully dabbing with a lint-free cloth or sponge wrung out in warm water. Edge marks can be avoided by dabbing gently in circular motions towards the center of the stain with a clean, lint-free cloth. Remove greasy stains by using appropriate detergents or solvents. In all cases, we recommend testing stain-removal agents on an inconspicuous area first, to see if there is any effect on the textile.

Make sure to dry the textile fully before use.

These recommendations cannot guarantee complete stain removal. In order to ensure satisfactory results, particularly for large stains, we recommend contacting a professional dry cleaner. It is important to inform the professional cleaner whether the stain has already undergone treatment.

Due to excess dye in jeans, dark jeans may leave stains on textiles. Washing and cleaning may not always lead to satisfying results.

Be careful when using solvents — these could dissolve the upholstery materials beneath. Never use un-concentrated detergents or bleach, ammonia or soap intended for hard surfaces.

COVID-19 can be easily neutralized by regular surface disinfectants that you can find at your local grocery store.

Ethanol
You can use an ethanol (alcohol)-based disinfectant (70-85% concentration) on both polyester and wool textiles without damaging them or changing their colors.

Chlorine
You can use chlorine-based disinfectants (1,000-1,2000 ppm concentration) on your polyester textiles without damaging them or changing their colors. Avoid chlorine-based disinfectants for wool and wool-blend textiles.

Bleach
You can use bleach-based disinfectants (5% bleach concentration, 1:10 ratio) on your polyester textiles without damaging them or changing their colors. Avoid bleach-based disinfectants for wool and wool-blend textiles.

Steam Cleaner
You can use a steam cleaner to disinfect both polyester and wool textiles without damaging them or changing their colors.

In all cases, be sure to thoroughly clean off all surface dirt before disinfecting any textile. Keep your textiles as dry as possible, both during use and after cleaning.