SainSmart.com policies

US Order Processing & Delivery

  • Currently, we are offering standard & express shipping on U.S. orders to the lower 48 states. This shipping offer excludes Alaska and Hawaii, P.O. Box or APO/FPO/DPO.
  • Most standard orders ship within 1-3 business days. Your final shipping cost and estimated delivery timeframe will show during checkout*. Please note, that some items (pre-orders and oversized items) may require a longer ship-out and/or delivery timeframe.
  • We will ship your order via any major mail carrier, including UPS, FedEx, and the United States Postal Service. At this time we cannot provide the option to choose your carrier of choice.

Why hasn't my item shipped yet?

  • While most of our items have a relatively short shipping timeframe, there are those that need just a little more time to get to you. Below are some of the items that take longer to ship/deliver than average. Please be advised that this list is not all-inclusive. Always make sure you are checking the product description and your delivery estimate for further information on the shipping of your item.
  • Pre-order products are not shipped as same as normal orders, the estimated delivery date of pre-order products will be marked on the product page, please be noted this.
  • Oversized Items (Genmitsu 3020-PRO MAX, PROVerXL 4030, 6050 Plus and CNC extension kits, shipments weighing over 151lbs, etc) can take up to 10 business days to ship. Generally, you should receive your shipment within 4 weeks of your order date. The freight carrier will contact you to arrange the delivery once it is in your local area.

Note: We might split orders into multiple shipments. Products from the same order may arrive from different fulfillment centers, or at different times based on item availability. 

If the item you ordered is temporarily out-of-stock, you will be contacted by our customer service representatives. You can choose to wait for restocking or cancel the order. 

 

Flat Shipping Rates For US Addresses

  Standard  Express
  (FREE for most orders over $50) (FREE for most orders over $175)
Flat fee $9.99 $25
Ships from US warehouse US warehouse
Delivery time 5-7 business days 3-5 business days
Service USPS First Class Mail, UPS Ground, DHL UPS Priority, UPS 3 Day Select, DHL

Charge tax on shipping rates and will calculate estimated tax at checkout.

 

About International Orders (Non-US)

We are also offering standard & express shipping on Canada, Europe, UK orders. Our company is committed to providing excellent customer service and meeting our customers' needs for international orders. This shipping and import duty policy outlines our procedures for fulfilling international orders that require shipping from different warehouses and may incur additional import duties and shipping fees.

 

For Canada, the UK & Europe Countries

Support Countries & Regions: Canada, France, Germany, United Kingdom, Austria, Belgium, Ireland, Italy, Netherlands, Portugal, Spain, Finland, Poland, Greece, Slovenia, Sweden

  Standard Express
  (FREE for most orders over $50) (FREE for most orders over $150)
Flat fee $19.99 $29.99 for CA & EU
Ships from CA or EU warehouses CA or EU warehouses
Delivery time 7-10 business days 5-7 business days

Charge tax on shipping rates and will calculate estimated tax at checkout.

 

For Other Countries

Carrier Oversea Standard Oversea Standard Oversea Standard Oversea Standard Oversea Standard
Condition 10kg  10kg–30kg  30kg - 60kg 60kg-160kg  160kg or more
Flat fee $30  $50  $150 $300  $500
Ships from other warehouses  other warehouses  other warehouses other warehouses  other warehouses
Delivery time 10-14 business days 10-14 business days 14-30 business days 14-30 business days 14-30 business days

Charge tax on shipping rates and will calculate estimated tax at checkout.

About the Oversized Shipping Rate of PROVerXL Series

Delivery Time About 7-15 Business Days.

Countries & Regions Shipping &Taxes

USA, Canada

Free, taxes are calculated at checkout.

Germany, Finland, Sweden, United Kingdom, Belgium, France, Portugal, Spain

(Oversea Island not included)

Free oversize shipping. Customs duty included, VAT Taxes, and fees calculate at checkout.

Other Europe regions:

Austria, Bulgaria, Croatia, Cyprus, Czechia, Denmark, Estonia, Greece, Hungary, Ireland, Italy, Latvia, Luxembourg, Malta, Netherlands, Poland, Romania, Slovenia

(Oversea Island not included)

USD$150, Customs duty included VAT Taxes, and fees calculated at checkout.

Australia, New Zealand

USD$250, Customs duty included. Taxes and fees are not included.

Charge tax on shipping rates and will calculate estimated tax at checkout.

Do you ship internationally?

Yes, we ship to over 80 countries. If you don't see your country as a shipping destination, please contact support@sainsmart.com for more details.

How do I change the shipping address or cancel my order?

Please contact customer service support@sainsmart.com immediately if you need to change the shipping address or cancel your order. Please noted that it will not always be possible to make changes to the shipping address and/or cancel the order once the package is shipped.

Returns and Refunds - SainSmart Customer Service

 

We are committed to ensuring that every customer is satisfied with our products. If you are not completely satisfied with your purchase, we offer return and refund services. Please read the following policy carefully.

 

Conditions for Returns

Items which are returned in new and unused condition in the original package within 30 days of the ship date will be eligible for full refund. Returned parts must be shipped prepaid. After 30 days, new and unused parts will be accepted for return for up to 3 months from the original ship date with a 20% restocking charge applicable. After 3 months from the original ship date, we will not accept any returned item for refund or exchange. 

 

All items returned to Seller require a Return Material Authorization (RMA) to be issued by Seller. The RMA number must be clearly printed on each returned package and informed Seller with tracking number of the returned packages. Any packages received by Seller without an RMA number may be rejected.

 

Please allow up to 1-2 business days for your return to be processed once it has been received by our team.

 

Non-Returnable and Non-Exchangeable Item(s)

  • Filament that has been removed from its vacuum packaging, resulting in compromised product quality.
  • Products with visible signs of use that would affect resale.
  • Digital products, including gift cards, surprise boxes, CNC and laser files, software licenses, etc., are non-refundable due to their nature as easily transferable and non-returnable items.
  • Open Box, Final Sale, and Clearance products are non-refundable due to their discounted pricing and final sale status.
  • Custom-made products, special milling bits, products with specific sizes, batteries, etc., are non-refundable due to their personalized nature and specificity, which makes them unsuitable for resale.

 

Return Process

  • Contact SainSmart Customer Service at support@sainsmart.com to provide the proof of purchase, and return reason to confirm the situation.
  • Once we confirms your return request, we will provide you with a Return Material Authorization (RMA) .
  • Using the RMA address and instructions, ship the item(s) back.
  • Provide the tracking number of the return shipment with us.
  • Upon receipt and inspection of the returned item(s) , we will process your refund.

 

Return Shipping Costs

  • Customers are responsible for return shipping costs.
  • If the return is due to our error (e.g., you received a defective or incorrect item), we will cover the return shipping costs.
  • Note: When returning an item, please ensure that you retain the return tracking number and provide it to us for confirmation of the parcel's status. Failure to provide a tracking number may result in the inability to process a refund. For items valued at over $75, we recommend using a traceable shipping service or considering purchasing shipping insurance to avoid disputes between the carrier and yourself in the event of parcel damage or loss.

 

Return Processing Time

  • Once the returned item reaches our warehouse, we will inspect and process the refund within 2-5 business day..
  • Refunds will be issued within 2-5 business days via the original payment method.

 

Refund Notification

You will receive an email notification once your refund has been processed.

 

SainSmart Customer Service

If you have any questions or need further assistance, please contact our Customer Service team at support@sainsmart.com.