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Why aren't shipping costs included in the advertised price of a product?

Shipping costs are unique for each order. They depend on where the product is being shipped to and the weight of the product you are ordering.

Where do Ponoko designers ship to?

Ponoko designers have differing shipping policies. For example, some will dispatch the product to you themselves and others will arrange for the product to be shipped direct from Ponoko. Please contact your product designer to discuss shipping options. You can do this by clicking the 'Contact the designer' button on the page your product appears.

When are shipping costs added to my order?

Shipping costs are added to your order by your designer once you've told them what you want to order and where you want it shipped.

How much will it cost to ship my product?

Shipping costs are set by the designer of your product. This price depends on the shipping address and the weight of the product you are ordering.

Ponoko designers have differing shipping policies. For example, some will dispatch the product to you themselves and others will arrange for the product to be shipped direct from Ponoko. Please contact your product designer to discuss shipping options. You can do this by clicking the 'Contact the designer' button on the page your product appears.

Why are shipping costs so expensive?

We are currently making and delivering products from two locations: San Francisco, USA and Wellington, New Zealand. If your product is being sent direct from Ponoko by your designer, the shipping cost will be higher the further you are from our locations. If your product is being dispatched by your designer, the shipping cost will be higher the further they are from one of our making locations and the further you are from them.

Over time, we plan to build a worldwide network of manufacturing nodes to bring down the financial and environmental costs of shipping. We are also working to introduce a range of shipping options - from very cost effective (where delivery time is less important) to very fast (where price is less important). If your product is being dispatched by your designer, they may already be able to offer you a choice of shipping options.

Are there any other costs related to shipping that I need to know about?

In some countries, it is standard practice for the customs department to charge duty on imported goods. This is entirely outside your Ponoko designer's influence and cannot be included in the price you pay them. You are responsible for paying any charges due to your local customs department in order to take possession of your product.

How long should it take to receive an order?

The delivery time will depend on the shipping method and destination. Ponoko designers have differing shipping policies, so please contact your product designer to discuss. You can do this by clicking the 'Contact the designer' button on the page your product appears.

Please refer to Shipping FAQs for designers for more information.

What do I do if my product has not arrived on time?

For help with specific orders, please contact your product designer by clicking the 'Contact the designer' button on the page your product appears. Ponoko cannot be held responsible for any costs incurred due to shipment failure or late delivery.

How do I check the status of an order?

Please contact your product designer by clicking the 'Contact the designer' button on the page your product appears.

What's the deal with returns and exchanges?

Each designer sets his or her own returns policy. This is detailed on each designer's 'Profile' page within their Showroom. To discuss their policy, please contact your product designer by clicking the 'Contact the designer' button on the page your product appears.

As you are buying directly from your product designer Ponoko cannot accept responsibility for problems with products. We encourage you to discuss any issues you have directly with your product designer.

Please refer to our Returns Policy for more information.