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 speak to their manufacturing.

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


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. Due to the special nature of made-to-order batch production, preorders cannot be canceled.

Assembly instructions can be found in 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 a white glove assembly service. As a young company with a small team and limited resources, our business model is necessarily reliant on designing products to be assembled in minutes by the customer.

We do not run sales in the traditional sense. Instead of overproducing and being forced to sell excess inventory at discounted prices, we launch new products by producing in small batches to satisfy committed preorders. Preorder pricing is usually available to the earliest customers of newly launched products.

Once demand for a new product has been evaluated, we forecast future demand and produce the minimum possible to meet it. This ideally allows us to make only what the market demands, and reduce waste whenever possible.

Preordered items have longer lead times (typically 30-90 days) because they are essentially made to order in small batches. This is the main reason that we offer reduced pricing for preorders.

We also offer a small selection of bundles and suites, which typically feature reduced pricing for a group of products purchased in a single transaction. Bundle and suite pricing cannot be applied retroactively.

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 made-to-order batch 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 made-to-order batch production, preorders cannot be canceled.

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

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 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 needed 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.

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 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.

Our warranty covers any product that arrives in less-than-perfect condition if reported within 7 days of receiving the product. Products that are verified as damaged or defective 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 following form, include photos of the product and its packaging, and our team will be in touch with you in 1-2 business days.

Order Support Form

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 understand.

* Free shipping is offered on the Word Table Light.

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 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 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.

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

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.

We do not have any storefronts or locations for pickup at this time. 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.

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.

Trade


We are currently retooling our trade program and expect to relaunch it in early 2021. Please feel free to subscribe to our newsletter for updates.