Shipping Policy

Shipping Policy

To make sure your package reaches you without a hitch and within our specified delivery time frames, please ensure that your address is entered accurately, including all necessary details. Using the right abbreviations, providing correct street numbers, building or apartment numbers, and including route information (if applicable) is vital for a timely delivery. Please note that we cannot be held responsible for lost, misplaced, or incorrectly delivered shipments if the address information provided is inaccurate or entered incorrectly during the purchase process.

Shipping Destinations

  • North America:Main Land of the United States(Excluding Hawaii, Alaska, and Guam).
  • Europe: Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden（Delivery is currently unavailable to Cyprus and Malta).
    Enjoy seamless delivery to these destinations as we bring DNSYS X1 right to your doorstep.

    Special Info of Pre-order

    The following information on delivery times does not apply to pre-order orders.
    Pre-sale orders are estimated to begin shipping in January next year.
    Our delivery schedule is as follows: Kickstarter orders began shipping in mid-September this year, while Indiegogo and orders from our independent site will be shipped in January next year.

    Shipping Costs & Delivery Times

    Please note that tax policies may differ across various regions. Customs or taxes based on local policies may be applicable in other countries. Customers are responsible for all costs incurred during or after shipping, including cross-border duties, taxes, and other related charges.
    For any inquiries or assistance, feel free to contact our customer service support at support@dnsys.ai. We appreciate your support!
    Country / Region Logistic Carrier Handing Time Estimated Delivery Time Postage
    United States UPS 1-2 business days 3-7 business days Free

    Austria, Belgium, Bulgaria, Croatia,

    Czech Republic, Denmark, Estonia,

    Finland, France, Germany, Greece,

    Hungary, Ireland, Italy, Latvia, Lithuania,

    Luxembourg, Netherlands, Poland, Portugal,

    Romania, Slovakia, Slovenia, Spain, Sweden

    		 DHL 1-2 business days 2-3 days in Germany
    3-7 days outside Germany
    10-15 days in remote areas    		 Free

    Important Information

    1. The logistics information above does not apply to pre-order items.
    2. If the delivery fails due to an incorrect address, resulting in the product being returned by the carrier, and if customers issue a return, customers will be responsible for covering double the return shipping costs: the initial return due to the undeliverable address, and the costs for the non-quality-related return.
    3. We don’t accept PO.BOX as delivery address, please DO NOT fill in a PO.BOX address.
    4. Once your order is dispatched, you'll receive an email containing tracking details for your convenience.
    5. Our warehouse is situated in China, Los Angeles and Frankfurt. All orders placed in Europe will be dispatched from Frankfurt.

    Delivery Claims

    In the event of a non-delivery or if your tracking information indicates that the carrier delivered the package but you haven't received it, kindly reach out to us within 10 days to initiate a claim.
    Contact our support team at support@dnsys.ai, and we'll guide you through the claims process, collaborating with the carrier on your behalf. Please be aware that the claims resolution may take up to 60 days, depending on the shipping carrier utilized.