FAQs

Welcome to Waveworks Designs.  Here are some FAQs to familiarize yourself with.

  1. All 3D printed items and pens are shipped directly from us in Ontario, Canada.  Each listing has it's own turnaround time for creation and as these are all custom-made items, there will be a 25% fee if you cancel your order after 24 hours of placing it.  This fee will be deducted from your refund amount.    We do our best to get these made and shipped in less time, while maintaining a quality product.  If you're ordering multiple 3D printed items, or pens, please give extra time for everything to be made.
  2. All diamond paintings are shipped directly from our supplier in China.  These are ordered twice weekly (Sundays and Wednesdays normally).  Tracking numbers are not always given to us the day the diamond paintings ship but rest assured, as soon as we have them we will update your order.  We ask that you check the kit within 24 hours of it arriving and let us know via email immediately if there is an issue (incorrect kit, drill shortage, damage, etc.).  We will have this fixed as soon as possible.  Drill shortages will be sent to you as soon as possible but these are sent via regular post from China.  If you don't check the inventory and wait weeks or months, we cannot guarantee the factory will send them for free.
  3. You can cancel your diamond painting order within 24 hours of placing your order unless you've placed your order on a Sunday or Wednesday. 
  4. If you pay via credit card (Apple Pay/Shop Pay) there is a 5-7  hold before the funds are released to our account, so there may be a delay in your order being placed.  
  5.  Our return policy is simple.  If it arrives broken or damaged, please take pictures of the packaging and the broken item immediately and contact us via email with the pictures so that we can file an insurance claim with the carrier.  We will rarely ask for an item to be returned to us; however, if you decide to return it, the shipping cost is your responsibility.
  6. Regarding shipping delays - these are out of our control and we ask that you remain patient.  Bad weather and holidays can impact delivery times quite a bit.  The weather at home may be good, but in other parts of the world, we don't always know what is going on.
  7. We are NOT responsible for any taxes, duties or tariffs on your items.  We do our best to ensure that these fees do not get added, but this is out of our control.  No, we will not lie on a customs declaration for the value.  The values are there for your protection and ours.
  8. Shipping rates are another thing that we cannot control.  When you are checking out, the price you see is an actual "live" quote from various carriers that we use (Canada Post, UPS and/or Purolator).  We will always use the best rates possible and if there is a huge discrepancy we will reimburse you. 
  9. In regards to 3D printed items, there may be slight flaws in the print which will not impact the intended use of the product.  These flaws do occur from time to time but we do our best to create quality products.  Should the flaw lead to failure of the product, we will reimburse you if it is within 30 days.  After 30 days, please work with us to make things right for you, to the best of our ability.
  10. Custom DPs.  Have a custom image you would like done?  Just ask us.  We will not do any images that are copyright, so please don't ask.  We also do reverse image searches on all images to ensure they are not licensed to an artist or another company, so please do your due diligence to ensure this is not the case.