Support

Shipping

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, and International orders.

Most standard orders ship within 1-3 business days. Your final shipping cost and estimated delivery timeframe will be available to you during checkout*. Please note, that some items (Pre-sale and Overweight 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-sale products are not shipped as same as normal orders, The estimated delivery date of pre-sale 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 USA Address

  Standard  Express
  ($0 for most orders over $50) ($0 for most orders over $175)
Flat fee $9.99 $25
Ships from USA warehouse USA 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 Non-US Orders

We are also offering standard & express shipping on Canada, Europe, UK orders

For Canada & 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 $80) (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

For Other Countries

  Express Overweight
  (Order Value $0.00 and up) (10kg-100kg)
Flat fee $30 $50
Ships from other warehouses other warehouses
Delivery time 7-15 business days 7-15 business days

About Shipping Rate of PROVerXL Series

Delivery Time About 7-15 Business days.

Countries & Regions Shipping &Taxes

USA, Canada

Free, taxes calculate at checkout.

Germany, Finland, Austria, Sweden,United Kingdom

Free Oversize shipping, Customs duty included, VAT Taxes and fees are NOT included in the shipping.

Other Europe regions:

France, Belgium, Cyprus, Denmark, Estonia, Hungary, Ireland, Italy, Latvia, Luxembourg, Malta, Netherlands, Poland, Portugal, Slovenia, Spain, Romania, Greece, Japan

(Oversea Island not included)

USD$200, Customs duty included, VAT Taxes and fees are NOT included in the shipping.

Australia, New Zealand

USD$250, Customs duty included.

Payment

We accept these payment methods:

Credit Card, PayPal, Amazon Pay, Affirm

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

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 Care team at support@sainsmart.com. We will arrange a refund of these charges where possible.
  • Orders to the US over $800 may be subject to customs clearance which can cause a shipping delay.

Return

Return products you are unsatisfied with

If you are not 100% satisfied with your purchase, you can return your unused items within 15 days to our warehouse for a full refund. Please contact us for return address before sending it back. Please be advised customers are responsible for all return shipping charges.

Outside the 15-day return window, customers will be subject to a 20% restocking fee, and we won't accept returns or refunds after 30 days of delivery.

Wrong Item Received?

If the item you received is completely different from the one you ordered, please contact our Customer Service with photos or videos of the different product. If you'd like to keep it, we will offer a 10% discount for keeping it, and we will send the replacement product to you.

Return defective items

If you received a defective item, you can send the item back in the original package without any wear and tear for a free replacement. However, 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 are notified that we have completed your refund.*

When will a replacement be sent?

Replacements are treated the same way as that of new orders -- they leave our warehouses within 2 days. If a product needs to be returned for replacement, the replacement is sent after receiving the returned item.

How long does it take for me to get a refund

It may take 1 to 2 weeks for your return to reach our warehouse. Once the item is received and inspected (usually within 72 hours of receipt) your refund will be processed and automatically applied to your credit card or original method of payment within 2 days. Please note that depending on your credit card company, it may take additional 2-10 business days after your credit is applied for it to post to your account.

Track my order

Simply enter your tracking number below, which can show your tracking processing.

 
 

If you have trouble finding your tracking number, or you're wondering about an order, our products, or our website, shoot them an email at support@sainsmart.complease contact our customer service support@sainsmart.com

 

FAQ

Discount:

Anniversary Sale: 20% OFF Discount is valid from 00:01 PST, 11/22/2021 to 23:59 PST, 12/5/2021. Join WIP Reward Program to access discount 3 days earlier (11/19/2021). Discount is eligible for most items in the store, only valid while supplies last. Cannot be combined with other offers or flash sales. Code is required at checkout. Other exclusions may apply. Flash Sale: Limited time only or while supplies last. Cannot be combined with other offers, including a 20% OFF BFCM discount. Exclusions apply. One code is only valid for one order. Please check out separately with flashsale items and other items in your cart.

New Year Sale: 15% OFF Discount is valid from 00:01 PST, 12/8/2021, 12/15/2021, 12/22/2021, 12/29/2021, One Day & Member.  Only. Discount is eligible for most items in the store, eligible items are with the 15% off coupon label. Only valid while supplies last. Cannot be combined with other offers or flash sales. Code is required at checkout. Other exclusions may apply. Flash Sale: Limited time only or while supplies last. Cannot be combined with other offers, including a 15% OFF discount. Exclusions apply. One code is only valid for one order. Please check out separately with flashsale items and other items in your cart.

Black Friday Sale: 20% OFF Discount is valid from 00:01 PST, 11/22/2021 to 23:59 PST, 12/5/2021. Join WIP Reward Program to access discount 3 days earlier (11/19/2021). Discount is eligible for most items in the store, only valid while supplies last. Cannot be combined with other offers or flash sales. Code is required at checkout. Other exclusions may apply. Flash Sale: Limited time only or while supplies last. Cannot be combined with other offers, including a 20% OFF BFCM discount. Exclusions apply. One code is only valid for one order. Please check out separately with flashsale items and other items in your cart.

Surprise box:

The Surprise Box is non-refundable & non-returnable. Excluded from all promotions and discount codes.

Each Surprise Box has one prize (coupon). You will get any of the following: $15 Gift Card, $30 Gift Card, $50 OFF $100 Coupon, Free SainSmart LED Table Lamp, Free LED Panel Coupon. The prizes of the Surprise Box will be randomly distributed.

All Surprise Boxes will be revealed and delivered via email after Dec 2nd, 2021. It might take 3 business days to arrive.

All coupons will expire on Jan. 30th, 2022. Only one coupon can be used per order. Minimum purchase amount required for using these coupons.

When more than 100 boxes are sold, each box means one entry to the LE5040 Laser Engraver giveaway. More boxes, more entries! One more LE5040 Laser Engraver will be given away for every 100 boxes sold.

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.

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 here.

Is there any discount for bulk/volume purchases?

Sainsmart provides discounts for bulk/volume purchase. Please fill out the form here for wholesale quotes.

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 purchasing.

How can I contact sainsmart.com for additional assistance?

Don't hesitate to email our customer service support@sainsmart.com for any questions.

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.

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

Please contact customer service immediately by emailing support@sainsmart.com if you need to change the shipping address or cancel your order. Please be advised that some orders are shipped very soon after placement and it will not always be possible to make changes to the shipping address and/or cancel the order.

Do you ship to PO boxes or Military APO/FPO addresses?

Only USPS can ship to both PO Boxes and Military APO/FPO addresses within 2kg item. Please allow additional time for orders shipped to these addresses.*
Express shipping cannot be sent to both PO Boxes and Military APO/FPO addresses.

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 order by the end of the quoted time frame. Please note that orders shipping via UPS can be delivered as late as 9:00 pm local time in some areas.

Taxes, Customs & Duties

If the package is checked by your country's customs office when the item arrives in their country, most websites declare that customers are responsible for import duties, tariffs, and taxes. But SainSmart will be happy to go fifty-fifty with customers. We value our customers, and we strive to reduce your costs when you shop with us.