Shipping policy
This policy applies to orders placed through Polymaker’s online store for delivery to the United States, Canada, the United Kingdom, and the European Union. Shipping options, charges, and availability depend on your delivery address.
1. Order Processing
Orders for all regions are typically processed within 1–2 business days after your order confirmation email is issued, excluding weekends and public holidays.
Processing time is separate from transit time. Once your order ships, we will email you the carrier details and tracking information. Tracking may take 24–72 hours to become active after carrier pickup.
Some orders may ship in multiple packages, each with its own tracking number.
2. U.S. Shipping Rates and Free Shipping
The following rates apply to eligible addresses in the contiguous United States, excluding the special destinations listed below.
| Order subtotal | Carrier | Shipping charge |
| Under $49 | Typically OnTrac / UniUni / GOFO | $5.99 |
| Under $49 | FedEx / UPS | $7.99 — just $2 more than Economy |
| $49–$150 | Typically OnTrac | Free |
| $49–$150 | FedEx / UPS | $7.99 |
| Over $150 | FedEx / UPS | Free — automatically included |
Orders over $150 automatically ship with FedEx or UPS at no additional charge. No upgrade selection is required.
For orders under $49, upgrade from Economy to FedEx / UPS for just $2 more. Orders from $49 through $150 receive free standard shipping via OnTrac, with an optional FedEx / UPS upgrade for $7.99.
Your carrier and tracking details will be provided in your shipping confirmation email. These options are subject to service availability at your address. Special destinations orders follow the separate shipping rules and charges described below.
Special Destinations
Standard free shipping and the flat-rate options above do not apply to:
- Alaska and Hawaii.
- Montana, Wyoming, North Dakota, and South Dakota.
- U.S. territories, including Puerto Rico, Guam, and the U.S. Virgin Islands.
- APO, FPO, and DPO military addresses.
- PO Box addresses.
Shipping to these destinations is charged according to the applicable shipping rate shown at checkout. Availability and charges depend on your address and shipment.
Oversized or overweight orders may also require separate shipping rates. Any applicable charge will be displayed at checkout.
3. U.S. Carriers and Estimated Delivery Times
We work with FedEx, UPS, OnTrac, UniUni, GOFO, and USPS. Available carriers vary by address and shipping option.
| Carrier | Estimated transit time after shipment |
| FedEx | 1–5 business days for most contiguous U.S. destinations |
| UPS | 1–5 business days for most contiguous U.S. destinations |
| OnTrac | 2–6 business days |
| UniUni | 3–7 business days |
| GOFO | 3–7 business days |
| USPS | Varies by destination; see below |
USPS is reserved for addresses or destinations that require or benefit from postal delivery. It is not offered as a general carrier selection for ordinary street-address orders.
Specific carrier assignments cannot be guaranteed at checkout. Your shipping confirmation email will identify the carrier handling each package and provide its tracking information.
Special-Destination Transit Estimates
| Destination | Estimated transit time after shipment |
| Montana, Wyoming, North Dakota, South Dakota | 5–8 business days |
| Alaska and Hawaii | 6–10 business days |
| Puerto Rico, Guam, U.S. Virgin Islands | 7–12 business days |
| APO / FPO / DPO | 7–14 business days |
| PO Boxes and other supported destinations | Varies by address and available service |
These destination-specific estimates take precedence over the general carrier estimates above.
All delivery times are estimates, not guaranteed arrival dates. Please add the 1–2 business days of processing time to the estimated transit time when planning for delivery. Holidays, severe weather, carrier disruptions, address issues, and other circumstances may cause delays.
4. Shipping to Canada, the United Kingdom, and the European Union
| Destination | Free shipping threshold | Shipping charge below the threshold |
| Canada | CAD $45 or more | CAD $5.99 |
| United Kingdom | £49 or more | £5.99 |
| European Union | €49 or more | €5.99 |
Free shipping eligibility is based on your merchandise subtotal after discounts, excluding taxes, shipping charges, and gift card purchases.
Orders use regionally appropriate carriers. Available delivery estimates are shown at checkout or through your shipment tracking. The U.S. carrier options and transit estimates do not apply to these regions.
5. Optional Shipping Protection for U.S. Orders
Shipping Protection is an optional paid service for U.S. orders. You may choose whether to include it before completing your purchase. It is separate from shipping charges and is not required to qualify for free shipping.
The applicable fee is displayed before purchase.
Shipping Protection includes the following benefits, subject to the protection terms and claim eligibility requirements:
- Package loss: Coverage for eligible losses, including tracking that stops updating or packages marked delivered but not received.
- Shipping damage: Coverage for eligible item damage caused during transportation.
- Delivery delay compensation: $5 compensation when an eligible order arrives after its estimated delivery date, as defined by the protection terms.
- Misdelivery costs: Coverage for eligible additional costs resulting from delivery to the wrong address.
After purchasing Shipping Protection, you will receive an email with protection details and instructions for submitting a claim. Follow those instructions to request assistance. The service provides 24/7 claims support; resolution time depends on the claim and any required information.
If you did not purchase Shipping Protection, please contact Support@polymaker.com for assistance with shipping problems. Purchasing protection does not limit any rights you have under applicable consumer law.
6. Tracking and Shipping Problems
Please include your order number and tracking number when contacting us about a shipment.
Tracking Has Not Updated or Your Order Is Late
Contact Support@polymaker.com if tracking has not become active within:
- 3 business days for U.S., UK, or EU orders.
- 6 business days for Canadian orders.
Please also contact us if tracking stops updating for 10 consecutive days, or your order has not arrived within 14 days of the shipping confirmation email. We will help investigate.
For U.S. orders with Shipping Protection, you may also submit a claim using the instructions in your protection email.
Marked Delivered but Not Received
Please verify your shipping address, review any delivery photo or proof of delivery, and check with neighbors, reception, or building management.
If the package remains missing 48 hours after the delivery scan, contact us. If you purchased U.S. Shipping Protection, follow the claim instructions in your protection email. Otherwise, contact our support team so we can review the shipment.
Damaged, Incorrect, or Missing Items
If an item arrives damaged, send your order number and clear photos of the item and packaging. Cosmetic damage to the outer packaging alone does not qualify for replacement or refund.
If you receive an incorrect item, include photos of the shipping box and the spool or product label showing the SKU.
If items appear to be missing, first check whether your order has additional packages still in transit. Contact us if the items remain unaccounted for.
Resolution Terms Outside the United States
For lost or stalled shipments, the following terms apply:
- United Kingdom and European Union: Replacement or refund up to $200, subject to investigation and Polymaker’s assessment.
- Canada: Refund to the original payment method up to $200, subject to investigation and Polymaker’s assessment.
For packages marked delivered but not received, where incorrect-address delivery is confirmed or applicable shipping insurance was purchased, replacement or refund up to $200 is subject to investigation. Theft after confirmed delivery may not be covered without applicable insurance.
For damaged and unusable products, UK and EU orders may receive replacement or refund; Canadian orders may receive a refund to the original payment method.
These terms remain subject to applicable consumer law and do not limit mandatory consumer rights. The U.S. Shipping Protection pricing and coverage described above do not apply to these regions.
7. Shipping Addresses, Order Changes, and Cancellations
Please check your delivery address carefully before placing your order, including apartment or unit numbers and any necessary delivery information.
You can cancel your order within 30 minutes of placing it. After this window, please contact Support@polymaker.com to request cancellation. We will check your order’s fulfillment status and assist where possible, but cancellation is not guaranteed once processing has progressed.
For address corrections or other order changes, please contact us as soon as possible. We cannot guarantee changes before shipment.
If your order has already shipped, please follow our Return Policy after delivery. These provisions do not limit your rights under applicable consumer law.
8. Returns and Product Quality
Returns and refunds are governed by our Return Policy and applicable consumer law. UK and EU customers retain their applicable statutory cancellation and return rights.
For product quality concerns, email Support@polymaker.com with your order number, a description of the issue, relevant photos, basic print settings, and a photo of the spool’s batch number. We aim to respond within 1–2 business days.
Refunds are issued to the original payment method unless otherwise required by law.
9. Taxes, Duties, and VAT
Prices include VAT where required. Any customs duties or import charges not collected at checkout are the customer’s responsibility. Refusal of a shipment because of unpaid duties may affect refund eligibility, subject to applicable law.
10. Contact Us
For questions about shipping, tracking, order changes, or cancellations, email Support@polymaker.com.
For U.S. Shipping Protection claims, use the instructions provided in your protection email.