Customer Service
Have Questions?
Check out our FAQ page which contains Frequently Asked Questions along with our manuals and other handy dandy information.
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Need to Contact Us?
We can be reached via support@daedalusspinningwheels.com, or you can go over to our contact page and fill out the form.
Warranty
What is the Warranty?
At this time, our tools come with a one-year warranty to the original registered purchaser that covers any manufacturer's defects. Damage resulting from accidental drops is not covered. However, in most cases, the repairs are simple and inexpensive to remedy. Please note that all shipping is at the customer's expense.
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Warranty Registration
To register your product, please fill out the form.
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What is our Warranty for Batteries?
For a full refund, the customer has 1 month from the date of purchase to return any defective battery. The battery must be mailed in at the customer’s expense with the box, all cables, and must include a completed warranty card.
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Situations that void your warranty,
• No Valid Sales Receipt and no Warranty Card
• Shell damage or physical damage by people or animals
• Fall, water damage, or other human-caused damage
• Improper Storage or Lack of Use (allowing the battery to sit fully
discharged for a period of time)
• Damage by natural disasters like floods, hurricanes, fires, or
lightning strikes.
• Only valid for the original purchaser
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Batteries will only be replaced once under warranty.
Shipping
Shipping Time Frames
Queue Wheels - Custom Wheels
Upon initial contact via email concerning your custom wheel order, you will be given an estimated time frame as to when your wheel will be ready to ship.
Due to the custom nature of our wheels, once you've paid the invoice, the information is added to our print queue schedule. Once the parts are printed, they are then added to the assembly queue schedule.
Once we are ready to send your wheel out you'll receive a shipping notification. We shoot for approximately 30 days, but it can take up to a month and a half for custom wheels to be ready to ship.
Shop Updates
While our wheels and winders are already assembled and ready to go for a Shop Update, it takes time for us to process all the orders and get everything packed up. Extra time is needed to ensure that each box has all of the additional items that were purchased. You can expect shop update purchases to ship within 10-14 business days.
If there are additional items that need to be printed and assembled, this will tack on additional time needed before your order can be shipped.
Custom Items
These items are not readily available to ship and must be printed and assembled before it can be shipped. Once items are purchased, the information is added to our print queue. Once the parts are printed, they are then added to the assembly queue schedule. You can expect these purchases to ship within 30 days.
Custom items include:
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Bobbins
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Magpie & Starling Flyer Kits
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3d Printed Accessories
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Repairs
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Ready Made Items
These items should ship out within 10-14 business days.
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Non 3d Printed Spares & Accessories
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Batteries
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Akerworks Lazy Kates (AkerKates & ClampyKates)
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Daedalus Control Cards
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Daedalus Swag
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Special Instructions
If you have any special instructions concerning the shipment of your order, we ask that you please contact us at support@daedalusspinningwheels.com about this ahead of time to ensure that we can work with these specific conditions.
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Shipping Charges
When making an order in the shop or paying for a custom invoice all shipping charges are calculated at checkout time. However, should you order two large items such as a wheel and a winder or two winders they will need to be shipped separately. Due to this an invoice for extra shipping will be required.
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Undeliverable package
If your package is not delivered, please contact us at support@daedalusspinningwheels.com, so we can investigate the matter and deal with it appropriately. Should the package be undeliverable we will replace the item at our expense or provide a full refund should the customer prefer it.
Should the undelivered package randomly appear at a later date, it must be returned at the customer's expense.
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Damaged or Missing Parts in Shipping
Should you receive an item from Daedalus that is damaged or missing parts, please contact us at support@daedalusspinningwheels.com and include photos of the damaged parts in question.
Damaged parts will need to be shipped back for replacement. Please note that shipping is at your expense. In the case of broken bobbins, we may elect to refund the cost of the bobbin.
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Missing parts will be replaced by Daedalus at our expense.
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You will have 30 days to review your shipment and notify us concerning any issues. If you have someone receiving the package for you, please have them check the contents of the box upon arrival so that any issues can be dealt with swiftly.
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International Orders
We offer international shipping and have shipped to a wide range of countries. In order to ensure that international packages get to their destination, we limit our international shipping to UPS. Unfortunately, USPS has no customer service support for attempting to track a delayed or lost package once it leaves the United States. This issue does not exist with UPS. We understand that UPS may not be convenient for everyone and has its own inherent downsides, including, but not limited to, the requirement of a physical address and no delivery to postal lockers or post office boxes. However, using UPS allows us to ensure that your package will arrive safely, and should an issue occur, we are able to handle any issues through UPS Customer Service.
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Shipping Batteries
We are only able to ship batteries within the Continental United States. All battery orders outside of the Continental US will be refunded. For our international customers, purchasing a compatible battery within your country would likely be more cost-effective. Compatible batteries must be able to provide 15vDC output into a round DC5525 or DC5521 sized male plug. If you aren't sure if the battery you have found is compatible, please feel free to share details and photos with us via email to support@daedalusspinningwheels.com
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Duty, VAT, other Taxes
We recommend that you check with Customs regarding any duty or tax you will be charged on imported goods before you place your order. We will not falsify customs documentation to aid in avoiding these fees. ​
Return Policies
Return Policy
Our return policy is for mechanical failures and shipping damage that have affected your wheel and is not intended for issues relating to buyer's remorse or bonding problems. We do not resell used wheels. If you are having one of the above issues please consider a destash post in the Daedalus Spinners Group on Facebook, we will verify the destash to aid in the speed of sale. Destashed wheels usually sell for the original sale price of the item.
If you have a problem and wish to return an item, you will need to return it within 14 days of delivery in new condition to receive a full refund of the items you ordered. Refunds will not include import tax or any handling fees. The refund will only be for the cost of the items minus the 5% Restocking Fee. You will be responsible for the cost of shipping for the return. If you need to make a return, please contact us at support@daedalusspinningwheels.com to make arrangements with us first.
When packing your items to be shipped back to us, please pack them carefully in the original packing if possible. Please also insure the contents for their full value.
Our return policy is only valid for the original owner.
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Restocking fee
There is a 5% restocking fee on returns.
Final Sale Items
Falcon, Magpie V2, and Starling V3FP are custom by nature and cannot be returned. If you are having a problem with your wheel please contact us at support@daedalusspinningwheels.com so we can assist you. If this is simply not the wheel for you, you can destash it. Our wheels retain their value so you should be able to sell it at cost.
Refund Policy
If you need to file a refund for reasons that are not the fault of Daedalus, such as using the wrong payment method or selecting the wrong item a 5% service fee is withheld to cover processing charges
Repair Policy
Repairs are done on a case-by-case basis. Please contact us at support@daedalusspinningwheels.com and provide as much detail as possible concerning your issue. Often times, photos and sometimes videos of the issues at hand can be extremely beneficial for determining the best course of action.
The cost of repairs depends on the situation and whether or not your wheel is under warranty.
Disclaimer for Using Third Party Accessories
Use of any third-party accessories that have not been approved for use on our wheels, will void any warranty. Daedalus will not be held responsible for any injuries or damage to your person, family, home, or pets, resulting from the use of any non-standard equipment on our products.