Support
Terms & Conditions
Shipping
Shipping Policy
Order Processing
Most orders ship within 1–3 business days. Your final shipping cost and estimated delivery timeframe will be shown at checkout. Some items (pre-orders and oversized items) may require a longer processing and/or delivery timeframe.
Orders may be split into multiple shipments and may arrive from different fulfillment centers at different times. If an item is temporarily out of stock, our customer service team will contact you with options. Carrier selection is automatic and cannot be chosen at checkout. Shipping may be delayed 2–3 days during peak holiday periods.
United States (Contiguous 48 States)
Note: Alaska, Hawaii, P.O. Box, and APO/FPO/DPO addresses are not eligible.
| Service | Order Total | Rate | Delivery |
|---|---|---|---|
| Standard Shipping | $0 – $49.99 | $9.99 | 5–7 business days |
| Free Standard Shipping | $50.00+ | FREE | 5–7 business days |
| Express Shipping | $0 – $149.99 | $29.00 | 3–5 business days |
| Free Express Shipping | $150.00+ | FREE | 3–5 business days |
Canada
| Service | Order Total | Rate | Delivery |
|---|---|---|---|
| Standard Shipping | $0 – $49.99 | $19.99 | 5–7 business days |
| Free Standard Shipping | $50.00+ | FREE | 5–7 business days |
| Express Shipping | $0 – $149.99 | $29.99 | 3–5 business days |
| Free Express Shipping | $150.00+ | FREE | 3–5 business days |
Western Europe
Includes: France, Germany, Austria, Belgium, Ireland, Italy, Netherlands, Portugal, Spain, Slovenia, Luxembourg, Monaco, Vatican City.
Free shipping on orders $150.00+. Customs duty included; VAT calculated at checkout.
Free shipping applies to orders of $150.00+ for standard-weight shipments only (under 60 kg). Orders over 60 kg are classified as Oversize Freight and will be charged the oversize shipping fee regardless of order total.
| Service | Weight | Rate | Delivery |
|---|---|---|---|
| Express Shipping | 0 – 2 kg | $9.99 | 5–8 business days |
| Express Shipping | 2 – 10 kg | $19.99 | 5–8 business days |
| Express Shipping | 10 – 30 kg | $50.00 | 5–8 business days |
| Express Shipping | 30 – 60 kg | $70.00 | 7–12 business days |
| Free Shipping | Orders $150.00+ (Under 60 kg) | FREE | |
| Oversize Freight | 60 – 150 kg | $100.00 | 10–20 business days |
| Oversize Freight | 150 kg+ | $250.00 | 10–20 business days |
Eastern & Northern Europe
Includes: Bulgaria, Czech Republic, Denmark, Estonia, Hungary, Latvia, Lithuania, Malta, Montenegro, Poland, Romania, Slovakia, Sweden, Croatia, Cyprus, Greece, Isle of Man, San Marino.
Shipped via Germany warehouse. Customs duty included; VAT calculated at checkout.
| Service | Weight | Rate | Delivery |
|---|---|---|---|
| Express Shipping (Germany Warehouse) | 0 – 2 kg | $13.99 | 5–10 business days |
| Express Shipping (Germany Warehouse) | 2 – 10 kg | $27.99 | 5–10 business days |
| Express Shipping (Germany Warehouse) | 10 – 30 kg | $49.99 | 7–12 business days |
| Express Shipping (Germany Warehouse) | 30 – 60 kg | $79.99 | 7–12 business days |
| Oversize Freight | 60 – 150 kg | $200.00 | 10–20 business days |
| Oversize Freight | 150 kg+ | $300.00 | 10–20 business days |
United Kingdom
Shipped via UK warehouse. Post-Brexit customs declarations apply — duties and import VAT may be charged at delivery depending on order value. Free shipping on orders $150.00+.
| Service | Weight | Rate | Delivery |
|---|---|---|---|
| Express Shipping (UK Warehouse) | 0 – 2 kg | $9.99 | 3–6 business days |
| Express Shipping (UK Warehouse) | 2 – 10 kg | $19.99 | 3–6 business days |
| Express Shipping (UK Warehouse) | 10 – 30 kg | $50.00 | 5–8 business days |
| Express Shipping (UK Warehouse) | 30 – 60 kg | $70.00 | 7–12 business days |
| Free Shipping | Orders $150.00+ | FREE | |
| Oversize Freight | 60 – 150 kg | $100.00 | 10–20 business days |
| Oversize Freight | 150 kg+ | $250.00 | 10–20 business days |
Asia, EEA & Others
Includes: Japan, China, Hong Kong, Taiwan, South Korea, Malaysia, Singapore, Norway, Iceland, Switzerland, Liechtenstein, Andorra, Gibraltar, Belarus, Greenland, Svalbard & Jan Mayen, Åland Islands.
Customs declarations required. Duties and local taxes are not included and may be charged at delivery.
| Service | Weight | Rate | Delivery |
|---|---|---|---|
| Standard Shipping (Tax & Tariffs Excl.) | 0 – 5 kg | $50.00 | 7–14 business days |
| Standard Shipping (Tax & Tariffs Excl.) | 5 – 10 kg | $60.00 | 7–14 business days |
| Standard Shipping (Tax & Tariffs Excl.) | 10 – 30 kg | $100.00 | 10–20 business days |
| Standard Shipping (Tax & Tariffs Excl.) | 30 – 60 kg | $200.00 | 10–20 business days |
| Standard Shipping (Tax & Tariffs Excl.) | 60 – 100 kg | $300.00 | 14–25 business days |
| Standard Shipping (Tax & Tariffs Excl.) | 100 – 150 kg | $400.00 | 14–25 business days |
| Standard Shipping (Tax & Tariffs Excl.) | 150 kg+ | $900.00 | 14–25 business days |
Oceania (Australia, New Zealand)
Customs duty is included for orders over 2 kg. Tracking is provided on all shipments.
| Weight | Rate | Delivery |
|---|---|---|
| 0 – 2 kg | $19.99 | 7–12 business days |
| 2 – 10 kg | $29.99 | 7–12 business days |
| 10 – 30 kg | $50.00 | 10–15 business days |
| 30 – 60 kg | $100.00 | 10–15 business days |
| 60 – 150 kg | $200.00 | 14–20 business days |
| 150 kg+ | $300.00 | 14–20 business days |
Frequently Asked Questions
When will my pre-order ship?
Pre-order products ship on the estimated date shown on the product page.
Can I choose my shipping carrier?
No — carrier selection is automatic. US orders ship via UPS, FedEx, or USPS; international orders via equivalent regional carriers.
Can I change my address or cancel my order?
Contact support@sainsmart.com immediately. Changes may not be possible once the order has shipped.
Do you ship to my country?
We ship to over 80 countries. If your country is not listed at checkout, contact support@sainsmart.com for assistance.
What is your holiday return policy?
Items purchased between November 1 and December 31 may be returned until January 31 of the following year.
Frequently Asked Questions
Why hasn't my item shipped yet?
Pre-order products ship on the estimated date shown on the product page. Oversized items can take up to 10 business days to ship. Always check the product description and your delivery estimate for item-specific shipping information.
Can I choose my shipping carrier?
At this time we cannot provide the option to choose your carrier. We ship via UPS, FedEx, and USPS for US orders, and equivalent carriers internationally.
Can I change my shipping address or cancel my order?
Please contact support@sainsmart.com immediately if you need to make changes. It may not be possible to update the address or cancel once the package has shipped.
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.
Holiday returns
Items purchased between November 1 and December 31 may be returned until January 31.
For any other questions, please reach out to our Customer Service team at support@sainsmart.com.
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 (Order during Black Friday Deals will extend to next year January 31). 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:
- Special Offer Sale 10% OFF: Exclude PROVerXL Series CNCs and gift cards.
- Black Friday & Cyber Monday General Discount 20% off: Auto applied at checkout.
- Flash Sale Offer: Auto applied at checkout. Same product cannot be combined with the general 20% off discount.
- 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.
- 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 Genmittsu 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 Genmittsu 3020-PRO MAX CNC Router ($549 Value)
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!