Order FAQ

Order Information

Where are Polymaker's Certifications and Declarations?

You can find all of our documents HERE

I Made a Mistake on My Order or Used 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 [email protected] 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.

I Have Not Received Tracking Information on My Order Yet.

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 [email protected].

No Updates on Shipping, Delayed, 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 [email protected]. If it is five days past your "Latest Delivery Date," we will issue a refund.

My 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 [email protected].

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 [email protected].

How Does Wholesale Ordering Work?

We offer the option to purchase our materials in bulk at a discounted rate. If you are located in the United States and wish to buy $1,000 worth of filament or more, we highly recommend checking out our wholesales website.

If you are located outside of the United States, please email us at [email protected] to assist with your bulk order. In your email, please include the following information:

1. Are you a company or representing a company? If so, please provide your company name.

2. Are you a reseller/distributor, or do you intend to use the filament for your own printing needs?

3. Please include any social media or website links related to your company.

4. How did you learn about Polymaker?

Once we receive your email, we will contact you within three business days to help complete your wholesale order.

My Spool is Not Performing as Expected

Please look at our many Common Printing Issues for troubleshooting.

If this does not help - please email us at [email protected]. Include your order number/ID, a photo of the affected spool(s) where the batch number sticker is located, and any descriptions or photos of prints you can provide.

Can You Create a Quote or Offer Net Terms?

We do not offer net terms or custom quotes for orders placed on our retail site, which are typically under $1,000. For these orders, please simply add items to your cart on this site, and you will be shown the total cost.

If you are interested in ordering more than $1,000, please reach out to [email protected] with your order details, and one of our wholesale representatives will follow up as soon as possible.

I am a Tax Exempt Entity - Can You Please Remove Taxes on My Order?

Please ensure that you have created an account on our website, then email us your tax-exempt certificate to [email protected] - within one business day, we will ensure that no taxes are applied to your future orders.

What is your Return Policy?

We do not require a return for any quality issues. If you do wish to return items, please let us know the order number, along with the items and quantities you'd like to return to [email protected].

We can provide you with a return label to ship the spools back to us for any order placed within the past 90 days. Unfortunately, the cost of return shipping will be taken out of your refund. Once you provide a receipt with the tracking number, I can process the refund for the items.

Again - no return is needed for any product issues! Just email us at [email protected]

Read the full Return Policy for USA retail customers HERE

How do your PolyCoins Rewards Program Work?

Earn PolyCoin rewards on every purchase. Redeem for discounts on future purchases. Visit our Rewards Program to sign up and check your balance.

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 [email protected]

What are your Shipping Speeds?

We use a mix of a third party fulfillment provider along with shipping some items directly from our Houston warehouse. Items should be shipped within 3-5 business days. If you need expedited shipping, we recommend ordering through Amazon.

Can you Make Custom Products?

Yes! We can make any product in any filament diameter, spool size, and color but we do have a large 1,000KG minimum order quantity. Email us at [email protected] for more information.

Can I get an Invoice for my Order

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.