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
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 $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 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, 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 calculate at checkout. |
|
Australia, New Zealand |
USD$250, 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
Return products you are unsatisfied with
- If you are not 100% satisfied with your purchase, you can return your unused items within 30 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 30-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.
- Digital products are NOT refundable, including gift card, surprise box, cnc and laser files, software license, etc.
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 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.
Other FAQs
2022 Black Friday & Cyber Monday Discount:
-
General Discount 20% off: Auto applied at checkout. Discount is valid from 11/14/2022 00:01 to 11/30/2022 23:59 PST.
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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 before 12/05/2022 PST. 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.
