1. All orders ship from the Fractal HQ in Taiwan.
    -unless stated otherwise.

  2. We ship globally, as long as service is available in your country.
    >>> If your country appears in the checkout estimate, we ship to you.
    >>> If it doesn’t, send us a message so we can see if a route is available
    Please ensure that the address linked to your PayPal or credit card is accurate as we only ship to these addresses. Kindly note that we do not take requests for shipping to different addresses.

  3. $7.50 Global Flat Rate shipping method
    Our most economical route.
    Whether you order a single set of props or five complete builds, the cost of shipping is $7.50 per order.
    Important note: This shipping method, despite having proven highly reliable is nevertheless uninsured; We decline any responsibility in case of a lost package and reserve the right to accommodate the customer or not for the loss of goods.
  4. EMS Express shipping method
    Our fastest and most secure service.
    Takes about 5-7 days for most countries, check the delivery standard here for more information.
    Important note: This method is fully insured, we will declare the real value of the content to offer you full coverage in the event of a package lost.

  5. In either case, We will not be responsible for any customs fees or duties at your destination.

  6. We pride ourselves in handling shipping very quickly; most kits/components orders are out in the mail within the next day or 2 (within the week for custom, made-on-order BNF) — Excluding Taiwan holidays and weekends

  7. Therefore, we reserve the right to execute any order adjustment or cancellation once it’s been placed. Cancellation refunds will exclude the PayPal fees, lost to PayPal permanently.

  8. You will receive an email notification once your order is complete, including your tracking number. Please check your spam folder if you haven’t received anything after a week of ordering.

  9. The tracking system for the $7.50 Flat rate shipping method can be iffy at times; it may take a while before the status receives an update. Sometimes it won’t even be updated until after reception.
    It usually takes between 7 and 14 business days to arrive but can be delayed for various reasons such as national holidays, strikes, weather, etc…
    If you haven’t received your order after 20 business days, you may contact us, but please check with your local post office first in case they might be holding it for any reason.

  10. All orders require a signature upon delivery so make sure someone is at home when your order is delivered.

  11. We will not be responsible for lost packages. No refunds will be provided if your package is lost in the mail system. We suggest choosing the EMS Express shipping method for higher-value orders to benefit from the insurance coverage.

If you are not comfortable with such terms, please consider not placing an order and perhaps check out our dealers page as you might find one in your country!

Return and Exchange Policy

Q: Can I return some of the items I ordered?

A: Yes, only if the items are NEW and UNOPENED. Items must be returned within 14 days after receiving them. Returns are issued via store credit. If you have opened any of the items we cannot accept them back unless your product is defective, which is a different case. If your package is NEW and UNOPENED, contact us to request an RMA number. Then you can write the RMA number on the package and include a note in your package requesting a return with your order number. You should ALWAYS get tracking on your return package and hold on to the number! We can’t issue a return for something that gets lost in the mail when you send it back. Also, expect it to take 3-5 business days for your return to be processed once it arrives at our warehouse.

We will accept merchandise for return that was purchased only from Fractal Engineering as long as the item is unopened and unused. Doing either of these voids the possibility of return. Items returned must be in new condition with manuals, accessories, and other items in the original packaging. We will not accept items that have been glued, adjusted, or tampered with from the original form upon arrival. Returns are via a store credit.

If the item we sent you is defective when you receive the shipment, contact us immediately. For returned merchandise found to be genuinely defective, we will ship out a replacement free of charge. In almost all cases, we will work with you to debug your issue prior to accepting the return. In your initial email, please send us photos of your product, a detailed description of your issue, and a description of what you have already done to fix it. You may be required to ship the item back to us. Please obtain a tracking number when returning merchandise. We accept no responsibility for lost packages. In the event that a returned package does not make it back to us, Fractal Engineering cannot be held responsible for the loss of merchandise throughout the process. We may not reimburse return shipping costs or refund shipping costs. Shipping and handling charges on all orders will not be refunded. We reserve the right to exchange, replace, or refund merchandise and not refund money if we deem that the merchandise has been misused or modified in any form. It is highly recommended that you inspect the products ordered upon receipt and identify and report any issues BEFORE you try to fly, modify, construct or use the product.