Shipping policy
Last updated: 02/11/26
This Shipping & Order Policy applies to purchases made on polymaker.com for customers located in the United States, Canada, United Kingdom and European Union.
1. Order Processing Times
Processing times begin once you receive your order confirmation email and exclude weekends and public holidays.
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Once your order enters the shipping stage, you will receive a shipping confirmation email with tracking information.
Tracking information may take 24–72 hours to become active after carrier pickup.
2. Shipping Rates & Free Shipping
Free shipping is available for eligible orders shipped within the United States and Canada when the order subtotal meets the applicable threshold before taxes, duties, or other charges.
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Region |
Free Shipping Threshold |
Notes |
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United States |
$35 or more |
Orders under $35 are charged a $5.99 shipping fee. |
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Canada |
CAD $45 or more |
Orders under CAD $45 are charged a $5.99 shipping fee. |
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United Kingdom |
As shown at checkout |
Shipping options and charges are displayed during checkout. |
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European Union |
As shown at checkout |
Shipping options and charges are displayed during checkout. |
If your order does not meet the applicable free shipping threshold, a $5.99 shipping fee will apply and will be displayed at checkout before you place your order.
3. Shipping & Tracking
- Orders are shipped using regionally appropriate carriers.
- Tracking updates once the carrier has collected the package.
- Shipping insurance is optional but strongly recommended and covers losses up to $200 to facilitate faster resolution in the event of loss or theft. All claims are subject to investigation with the postal carrier and are at the discretion of Polymaker.
Checking Your Order Status
- A tracking number is issued once your order ships.
- If tracking does not update within:
- 3 business days (US / UK / EU)
- 6 business days (Canada)
- please contact Support@polymaker.com with your name and order number.
If your order has not arrived within 14 days of the shipping confirmation email, please contact us so we can investigate.
3. Order Changes & Returns
Order Cancellations
- Orders cannot be cancelled once placed, as they are processed immediately upon confirmation.
- If you no longer want your order, please allow it to be delivered and then initiate a return in accordance with our Return Policy.
If an order has already shipped, you may refuse delivery. Once the items are returned to us, a refund will be issued in accordance with applicable law.
Order Changes
- Orders cannot be modified once placed.
- To receive a different item, please allow delivery and initiate a return, then place a new order.
EU & UK Consumer Notice: These provisions do not limit your statutory right of return under applicable consumer protection laws.
4. Shipping Issues & Resolutions
A. Lost or Stuck in Transit
No tracking update for 10 or more consecutive days
Please contact Support@polymaker.com with your order number and tracking information.
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B. Damaged Packages
- Cosmetic damage to external packaging alone does not qualify for replacement or refund.
- If the product itself is damaged and unusable, please email photos to Support@polymaker.com.
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C. Marked "Delivered" but Not Received
Please:
- Verify the shipping address provided at checkout.
- Review tracking proof of delivery.
- Check with neighbors, reception desks, or building management.
- Wait 48 hours after delivery confirmation before contacting support.
Where delivery to an incorrect address is confirmed, or shipping insurance was added, we will provide a replacement or refund up to $200, subject to investigation with the postal carrier and at the discretion of Polymaker, in accordance with local law.
Note: Loss due to theft after confirmed delivery may not be covered where shipping insurance was not selected, or where the loss exceeds $200, except where consumer law requires otherwise. All claims are subject to investigation with the postal carrier and are at the discretion of Polymaker.
D. Incorrect Items Shipped
If you receive incorrect items, please contact Support@polymaker.com with:
- Your order number
- Clear photos of the shipping box
- Clear photos of the spool label showing the SKU
We will arrange a replacement or refund in accordance with applicable consumer protection laws.
E. Missing Items
- Some orders may ship in multiple packages.
- Please verify shipment details in your customer account.
If items are confirmed missing, contact Support@polymaker.com and we will resolve the issue in compliance with local law.
5. Product Quality Issues
We stand behind the quality of our products.
For quality-related concerns, please email Support@polymaker.com with:
- Order number
- Description of the issue
- Photos of the print and filament
- Basic print settings (temperature and speed)
- Photo of the spool (not the box) showing the batch number
We will respond within 1–2 business days with troubleshooting steps or a replacement or refund, as appropriate.
6. Returns & Refunds
Returns and refunds are governed by our Return Policy and applicable local consumer protection laws.
- EU & UK customers have a statutory right to return a distance purchase within 14 days of receipt and receive a refund, subject to legal exceptions.
- Refunds will be issued using the original payment method unless otherwise required by law.
7. Taxes, Duties & VAT
- Prices include VAT where required by EU or UK law.
- Any customs duties or import charges not collected at checkout are the responsibility of the customer.
- Refused shipments due to unpaid duties may not be eligible for a full refund, except where required by law.
8. Contact Information
For questions regarding orders, shipping, or quality issues: