Creator Shipping FAQs

How long will it take for me to receive my order?

See here for details.

How do I check the status of an order?

First, see the Making Status section of your Personal Factory – this will tell you the status of orders that are currently being made, but have not yet shipped.

Second, if your order has been shipped use the package tracking code – see below for details. You can also see your shipped orders in the History section of your Personal Factory.

Third, if you feel your order is stuck somewhere please contact us for assistance.

Package tracking

You’ll find a package tracking code in the message sent to you when your order shipped (note that no tracking is available if it was shipped from the NZ hub to a NZ destination). This message was emailed to you and also recorded in the Conversations section of your MyPonoko account. Enter that code at the appropriate website, either www.ups.com or www.usps.com.

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

Please remember that shipping times are estimates and not guaranteed. They may be affected by factors over which we have no control, including customs delays. As such, Ponoko cannot be held responsible for any costs incurred due to shipment failure or late postage.

First thing to do is to check the status of your order as detailed in the FAQs directly above.

But if you feel your order is stuck somewhere, please contact us for assistance.

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

In some countries, it is standard practice for your customs department to charge duty on imported goods. This is entirely outside our influence (we’ve tried) and cannot be included in the price you pay at the checkout. You, or the recipient, are responsible for paying any charges due to your local customs department in order to take possession of your product.

Where does Ponoko ship to?

We are optimized to ship domestically within the United States of America, New Zealand, and Australia. We also ship internationally to almost everywhere in the world.

Shipping domestically is relatively cheap. That’s just how it is.

Shipping internationally is not so cheap. That’s just how that is.

And remember – the higher the shipping charge, the further the shipping distance, the more oil you burn, the more brightly lit storage depots your items pass through, and hence the larger the carbon footprint of your product. Please select the digital making hub that is closer to you whenever possible.

How does Ponoko calculate shipping costs?

We calculate the shipping cost when you place your digital making order. It's based on the calculated weight of your order, where it is delivered from (USA or NZ) and it’s destination.

To work out the shipping cost on your order, here’s what to do:

  1. Select your preferred shipping origin (either the USA or NZ) in your Personal Factory;
  2. Start the making process in your Personal Factory;
  3. Enter the shipping destination details on your way through the making process and checkout.

We'll then be able to tell you exactly how much the shipping cost will be. You will always be able to review all costs associated with making your design before you need to pay for it.

How much does it cost to ship a product?

The shipping cost is made up of 2 parts:

Shipping cost = Packaging charge + Delivery charge

These charges differ depending upon the destination of the package, the number of sheets of material in the package (the per lb/kg shipping cost decreases the more sheets you order) and, if you are making at the US or NZ hubs, whether you are a Free or Prime Personal Factory member.

It also depends upon the origin of the package (the USA or NZ digital making hub).

How do I select my preferred digital making hub?

Go to your Personal Factory preferences and make your selection.

Then you will be able to choose materials unique to that location, and all of your products will be made and shipped from there.

You can change your preferred digital making location at any time. This means you will be able to choose from a different selection of materials unique to the new location, and all of your products will be made and shipped from there (until you change your preference again).

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