> For the complete documentation index, see [llms.txt](https://wiki.polymaker.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://wiki.polymaker.com/order-help/direct-to-consumer-sales/order-and-shipping-inquiries.md).

# Order and Shipping Inquiries

<details>

<summary><strong>How do I cancel my order?</strong></summary>

* Orders may be cancelled **within 30 minutes of placement** via your customer account.
* After this window, orders are typically transmitted to fulfillment and cannot be guaranteed for cancellation.

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.

</details>

<details>

<summary><strong>I need to edit my order.</strong></summary>

* Orders cannot be modified once placed.
* To change items or shipping details, the original order must be cancelled (if eligible) and a new order placed.

> **EU & UK Consumer Notice**: These provisions do not limit your statutory right of withdrawal under applicable consumer protection laws.

</details>

<details>

<summary><strong>I have not received tracking information on my order yet.</strong></summary>

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>.

</details>

<details>

<summary><strong>No updates on shipping, delayed, Or lost in transit</strong></summary>

If your order has been shipped and you have tracking information, but you haven't received an update in a while, we do ask that you wait at least 7 days with no updates before reaching out to us.

If tracking shows that the package is lost in transit or being returned to us, please email us your order number at <Support@Polymaker.com>. We can then work on replacing the items or refunding your order.

</details>

<details>

<summary><strong>My order says "Delivered", but was not received.</strong></summary>

Please:

1. Verify the shipping address provided at checkout.
2. Review tracking proof of delivery.
3. Check with neighbors, reception desks, or building management.
4. 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 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.

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<summary><strong>Can you create a quote or offer net terms?</strong></summary>

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>

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<summary><strong>I am a Tax Exempt entity - can you please remove taxes on my order?</strong></summary>

We can do that for you if located in the United States.  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. &#x20;

In Europe - all prices include VAT. VAT-exempt purchases are not supported on this website. If you are purchasing on behalf of a business and require VAT-exempt ordering, please apply for a business account at [eu-wholesale.polymaker.com](https://eu-wholesale.polymaker.com/)

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<summary><strong>What are the order processing times?</strong> </summary>

| <p>United States</p><p> </p><p> </p>   | <p>1–2 business days</p><p> </p><p> </p> |
| -------------------------------------- | ---------------------------------------- |
| <p>United Kingdom</p><p> </p><p> </p>  | <p>1–2 business days</p><p> </p><p> </p> |
| <p>European Union </p><p> </p><p> </p> | <p>1–2 business days</p><p> </p><p> </p> |
| <p>Canada</p><p> </p><p> </p>          | 3–5 business days                        |

</details>

<details>

<summary><strong>Checking your order status:</strong></summary>

* A tracking number is issued once your order ships.
* If tracking does not update within:&#x20;
  * **3 business days (US / UK / EU)**
  * **6 business days (Canada)**
  * please contact [**Support@polymaker.com**](mailto: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.

</details>

<details>

<summary><strong>How do your PolyCoins Rewards Program Work?</strong></summary>

Earn PolyCoin rewards on every purchase. Redeem for discounts on future purchases.  Visit our [Rewards Program](https://us.polymaker.com/pages/rewards) to sign up and check your balance.&#x20;

You will earn 100 PolyCoins for every $20 spent, and 100 PolyCoins is equal to $1.  You can also earn PolyCoins based on different metrics such as following us on social media and you will even get some on your birthday! We often run promotions for extra PolyCoins as well.

Whenever you redeem PolyCoins - they will be emailed to you.  If you wish to have unused PolyCoins put back on your balance - reach out to us at <support@polymaker.com>

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<summary><strong>Can you Make Custom Products?</strong></summary>

Yes!  We can make any product in any filament diameter, spool size, and color but we do have a large 500KG minimum order quantity.  Email us at <Support@Polymaker.com> for more information. &#x20;

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<summary><strong>Can I get an Invoice for my Order?</strong></summary>

Yes!  You can go into their recent orders by clicking on the avatar icon on the top right of the page.  Once in your order, you can click on "Download Invoice" at the top right.

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<summary><strong>Where are Polymaker's Certifications and Declarations?</strong></summary>

You can find all of our documents [HERE](/polymaker-products/more-about-our-products/documents.md)

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