Do you have a question about your order?  Here are some of our most frequently asked questions:

1. Accidental Order or Wrong Shipping Address

If you notice a mistake on your order, whether it involves the products you selected or the shipping address you provided, you have 30 minutes to cancel your order without needing to contact us. If you placed your order within the last 30 minutes, please log into your account or check your order confirmation email to cancel it. If more than 30 minutes have passed, please reach out to us at Support@Polymaker.com as soon as possible.

We use Amazon Fulfillment to ship orders, and they are sent directly to Amazon for processing after you place your order. Typically, items are shipped within 12 hours of placing the order. This means we need to act quickly to cancel and refund your order.

2. Tracking Order Not Yet Received

If you recently placed your order but haven't received tracking information, it's likely because the order hasn't shipped yet. Amazon Fulfillment typically processes and ships orders within 12 hours, but sometimes it can take a few days. If you need to know the latest delivery date, please email us with your order number at Support@Polymaker.com.

3. Lack of Updates on Tracking Information, or Lost in Transit

If your order has been shipped and you have tracking information, but you haven't received an update in a while, or it shows that the package is lost in transit or being returned to us, please initiate a chat with the shipping company on the tracking page. There should be a small note at the bottom right of your tracking page that allows you to communicate with them. They should help determine if your order was lost, and we can proceed with a refund if necessary.

If you are unable to chat with the shipping company, please email us your order number at Support@Polymaker.com. If it is five days past your "Latest Delivery Date," we will issue a refund.

4. Order Says "Delivered", But Was Not Received.

If your order has been marked as delivered but you haven't received the package, we first ask that you try to chat with the shipping company on the page associated with your tracking number. There should be a small icon at the bottom right of the tracking page that allows you to chat with the shipping company to see if the order was misdelivered.

If you are unable to chat with the shipping company or they were not helpful, please check with your neighbors in case the delivery driver made a mistake. If you have already checked with your neighbors or this is not feasible in your situation, please email us at Support@Polymaker.com.

If we are past your "Latest Delivery Date" and you have purchased delivery protection, we will issue a refund.

If you have any other questions regarding your order, please send us an email at Support@Polymaker.com.

5. Can You Create a Quote or Offer Net Terms? 

We are sorry but we do not offer purchase order or net terms when purchasing from our retail site. If you were looking for a wholesale order though, we can get you in contact with the wholesale team who may be able to help. You would just need to email us at support@polymaker.com

You can see our US wholesale website here where we have a $1,000 minimum order: https://us-wholesale.polymaker.com/

6. I am a Tax Exempt Entity - Can YOU Please Remove Taxes on My Order?

We can do that for you! We just need you to email us your tax exempt certificate to support@Polymaker.com along with letting us know the email address you used to set up on our website.