Support
Terms & Conditions
Shipping
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 carriers, 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.
- Oversized Items (Genmitsu 3020-PRO MAX, PROVerXL 4030, 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 Address
Charge tax on shipping rates and will calculate estimated tax at checkout.
| 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 |
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, UK & Europe Countries
Support Countries & Regions: Canada, France, Germany, United Kingdom, Austria, Belgium, Ireland, Italy, Netherlands, Portugal, Spain, Finland, Poland, Greece, Slovenia, Sweden, Australia
Charge tax on shipping rates and will calculate estimated tax at checkout.
| Carrier | Standard | Express |
|---|---|---|
| Condition | (FREE for most orders over $50) | (FREE for most orders over $150) |
| Flat fee | $19.99 | $29.99 for CA & EU |
| Ships from | CA, EU or AU warehouses | CA or EU warehouses |
| Delivery time | 7-10 business days | 5-7 business days |
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 |
About Oversized Shipping Rate of PROVerXL Series
Delivery Time About 7-15 Business Days.
Charge tax on shipping rates and will calculate estimated tax at checkout.
| Countries & Regions | Shipping &Taxes |
|---|---|
|
USA, Canada |
Free, taxes calculate 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, 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 calculate at checkout. |
|
Australia, New Zealand |
USD$200, Customs duty included. Taxes and fees is not included. |
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.
This policy applies to all international orders that require shipping from different warehouses and may incur additional import duties and shipping fees.
Policy details:
International orders with different shipping destinations:
For international orders with different shipping destinations, customers can request that we ship their orders from different warehouses. In such cases, customers will be responsible for any additional import duties and shipping fees associated with shipping from different warehouses.
Import duties and shipping fees:
Import duties and shipping fees may apply to international orders shipped from different warehouses. Customers will be responsible for any such fees, which will be clearly communicated to them before processing their orders.
Customs and transportation policies:
Import duties and shipping fees are determined by the customs and transportation policies of the destination country. These policies may vary from country to country and from order to order. Customers should familiarize themselves with the customs and transportation policies of their destination country before placing an order.
Refunds and returns:
Refunds and returns for international orders shipped from different warehouses are subject to our standard refund and return policies. Customers will be responsible for any shipping and import duties incurred for returning products.
Enforcement:
Any violation of this policy may result in the cancellation of the order or the imposition of additional charges to the customer.
Track my order
Simply enter your tracking number below, and it will show your tracking info.
Why am I unable to track my order?
- It can sometimes take 24-48 hours or so for tracking information to update once an order has shipped from our warehouse.
- Occasionally, a package may not receive the proper origin and transit scans while on its journey to you, so neither us nor express is able to track the exact location of the package in transit.
- Please email us if you do not receive your tracking number, or your order by the end of the quoted time frame.
Payment
We accept these payment methods:
Credit Card (As low as 2.15% + $0.30), PayPal, Amazon Pay, Shop Pay, Apple Pay, Google Pay, Affirm, all are NOT charging transation fee.
All major credit cards (Visa, Mastercard, American Express, Discover) are accepted through our secure payment processor Authorize.net. It provides top-notch fraud protection for you by screening orders for potential fraud. Please ensure that your billing address matches that of your payment method to avoid delays in order processing. We don't see your credit card number when paying with a credit card through Authorize.net
Why did my credit card payment fail?
Payment with credit card may fail because of bank authorization and fraud prevention systems. If you are having trouble making a payment via Credit Card, you may contact your card issuing bank or PayPal directly.
Taxes & Duties
- Sales tax within the US is NOT included in our prices. You may be charged with sales tax according to your local tax rate. If you have a tax exemption certificate, please provide it to us and we will exempt the sales tax from your order.
- For orders of less than $2,500, should you be asked to pay any customs and import duties, please keep a proof of payment and contact our Customer Service team at support@sainsmart.com. We will arrange a refund of these charges where possible.
Return & Replacement
- If you are not completely satisfied with your purchase, you may return unused items to our warehouse for a full refund within 30 days. Please contact us for the return address before sending the item back. Kindly note that customers are responsible for all return shipping charges.
- For returns initiated outside of the 30-day window, a restocking fee of 20% will be applied, and customers will be responsible for the incurred return shipping charges.
- Digital products, including gift cards, surprise boxes, CNC and laser files, software licenses, etc., are non-refundable.
Wrong Item Received:
If you received a different product from what you ordered, please contact our Customer Service team with photos/videos of the incorrect item.
Return defective items
If you received a defective item, you can send it back in its original packaging for a free replacement. You will need to provide photos and videos showing the defect(s) of the product. *NOTE: We strongly recommend obtaining and saving your return tracking number until you receive confirmation of your refund.
Replacement Process
Replacements are treated the same way as that of new orders. If a product needs to be returned for replacement, the replacement is sent after receiving the returned item.
*NOTE: The warranty period for replacements is still based on the original order.
Refund Timeline
Once we receive and inspect the returned item, we will process your refund within 2 business days and apply it to your original payment method. Please allow up to 10 business days for the credit to appear on your account, depending on your credit card company.
Other FAQs
Member Only Coupon
- This coupon is only valid for members of the Sainsmart reward program. To learn more about the reward program, please visit our website.
- The coupon's validity period is limited and is clearly stated on the coupon.
- The coupon must be applied during checkout, and all applicable discounts will be calculated at that time.
- Promotion codes cannot be combined with other promotions.
Discount:
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Special Offer Sale 10% OFF: Exclude PROVerXL Series CNCs and gift cards.
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Black Friday & Cyber Monday General Discount 20% off: Auto applied at checkout.
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Flash Sale Offer: Auto applied at checkout. Same product cannot be combined with the general 20% off discount.
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New Arrivals: Code needed. Login to your account to copy the coupon code. Cannot be combined with the above two offers. Please place separate orders if you are shopping for items with general discount or flash sale.
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Surprise Box: Excluded from all promotions and discount codes. All surprise boxes will be revealed and delivered via email. Please check for more details on the selling page of the surprise box.
How do I know it is safe to shop with you?
sainsmart.com takes great pride in offering a safe and secure online shopping experience. The website is served 100% over HTTPS. We also respect your privacy and we're committed to protecting it. All transactions are processed securely by PayPal or Authorize.net's payment gateway. We never save your credit card information in any form. Please see our Privacy Policy.
Is there any discount for bulk/volume purchases?
SainSmart provides discounts for bulk/volume purchase. Please fill out the form here for wholesale quotes.
How are warranties handled?
Repairs on defective merchandise are handled by the manufacturers and not by SainSmart, unless otherwise indicated. If any item arrives damaged due to shipping, immediately contact the carrier. Keep all shipping materials and contact us immediately. For more info about our warranty, please click here.
How do I apply for a free trial for Carveco Maker?
Purchase any Genmitsu CNC on Sainsmart.com and get a free 3-month trial of Carveco Maker, sign up by filling out this application form.
Surprise Box Terms and Conditions
Our Surprise Box is a curated selection of exciting and unique items that bring joy and delight to our customers. The specific contents of each Surprise Box are intentionally kept a surprise until the unboxing experience, adding an element of excitement and anticipation.
Gift Inclusions: Each Surprise Box may include any one of the listed items, which are subject to availability:
- 1x Waxed Canvas Work Apron ($39.99 Value)
- 1x 24-IN-1 Portable Precision Screwdriver Pen ($29.99 Value)
- 1x MT34 Portable Tool Set ($29.99 Value)
- 1x A Free Standard Shipping Coupon (Save Up to $29.99)
- 1x $10 Gift Card
- 1x Genmitsu 3020-PRO MAX CNC Router ($549 Value)
Please note that all the prizes are sent with redeem coupon, and the inclusion of specific items in each Surprise Box is randomly determined, and we do not guarantee which item you will receive.
Our Surprise Box is available in limited quantities and may be subject to availability. We reserve the right to discontinue the offer at any time without prior notice.
The Surprise Box is non-refundable and non-returnable. Due to the nature of the surprise and gift selection process, we are unable to accept returns or exchanges for the contents of the Surprise Box.
Shipping and Delivery: All "boxes" will be revealed and delivered via email before August 28 to 31, 2023 PDT. To guarantee you receive our prizes, be sure to subscribe to our newsletter. Contact our support team if you do not get an email in time.
Changes and Updates: We reserve the right to modify the Surprise Box offering, including item inclusions and availability, at any time without prior notice. Changes and updates will be effective immediately upon posting on our website.
Personal Information: Any personal information collected during the purchase of our Surprise Box will be handled in accordance with our Privacy Policy. Please review our Privacy Policy to understand how we collect, use, and protect your data.
If you have any questions, concerns, or inquiries about our Surprise Box, please contact our customer support team. We are here to assist you and ensure your experience with our Surprise Box is exceptional.
Thank you for choosing our Surprise Box and being a part of the excitement and joy it brings! Enjoy your unboxing adventure!