Frequently Asked Questions – Snapmaker

🛒Buying Guide

Find the right machine

Take a quick quiz to find the right machine!: Machine Quiz

Get a quotation

If you need a quotation, please fill in the Quotation Request Form and our customer service team will provide the quotation for you via email within 1-3 business days.

Shipping Fee

We provide a free shipping service for users who are from the EU/CA/UK/US(except AK, HI, and PR). Users in other regions will be charged according to each region.

You can check the shipping fee on the official online store by adding the products to the cart and entering the shipping address in the checkout process. Our system will calculate the shipping fee for you according to the weight of your order and your shipping address.

Shipping Restrictions

We support shipping packages to most countries and regions around the world.

You can check the list of prohibited countries to see if you are from a restricted area. If you are, please reach out to our customer service team for assistance or contact our distributors to make a purchase.

Shipping Methods

We partner with reputable logistics companies such as FEDEX, UPS, DPD, and DHL to reduce your waiting time. This actually increased our logistics costs, but we did not choose a slower logistics service to reduce logistics costs.

Shipping Warehouse

Our production warehouse is located in Shenzhen, China, with shipping warehouses in the United States, Canada, Germany, Australia, and the United Kingdom.

If you are located in one of these areas, your package will be shipped directly from the local warehouse. However, if the local warehouse has insufficient stock, the package will be sent from the Chinese warehouse.

Orders from areas outside of the mentioned locations will be shipped directly from the Chinese warehouse.

VAT/TAX

You are responsible for the taxes/customs/VAT etc if it exists. These are based on the value of the goods or the sum of the product price. The valuation method varies from country to country. The duty may also differ depending on the exporting country.

For EU

The Tax/VAT fee is already included in the product price. Therefore, EU users won’t need to pay additional fees when receiving the package.

For the UK/US

The VAT/Sales Taxes will be charged while placing the order. Therefore, UK/US users won’t need to pay additional fees after placing the order successfully.

For Other Regions

The Tax/VAT fee is not included in the product price. Therefore, users need to assist in handling customs clearance and paying taxes while the package has arrived at customs. If you don't have any experience with this, please consult your local customs department.

What type of power cord will be included with my printer purchase?

We will ship the printers with the right voltage and power cord according to the shipping destinations/countries. This means that you will receive a power cord that is compatible with the electrical system in your country/region.

What kind of power adapter will be shipped?

The provided power supply unit can run on 100-240V AC and can be used universally. It can accommodate different AC mains voltages with interchangeable connectors.

Order Step

Please refer to: https://support.snapmaker.com/hc/en-us/articles/19832458971287-Placing-an-Order-Step-by-Step

Fail to place the order

Please follow the steps below to troubleshoot and find the reason why the order cannot be placed.

🔎Firstly, please check if your country is on the banned list.

🔎Secondly, if your country is not on the banned list, please help to confirm whether you have chosen the correct online store to place the order. Users need to select the store to place the order according to the destination country. If the store is selected incorrectly, it will show that the order can not be placed. You can click the button "Switch Store" at the bottom of the Online store to switch to the correct online store.

The following are the corresponding order groups for each store for reference:

US Store: US users

EU Store: Users come from Austria, Belgium, Bulgaria, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Republic of Ireland, Romania, Slovakia, Slovenia, Spain, Sweden

Global Store: Non-EU/US regions

🔎Thirdly, if your shipping address belongs to the non-EU/US region, you need to select the region of "Ship to" according to the shipping country.

For example, when you buy an air purifier, if your shipping address is in Australia, you need to choose to send it to AU, instead of UK/CA/Others, otherwise, it will show that the order can not be placed.

🔎Finally, if you still fail to place the order after troubleshooting, please share the screenshot of the checkout page and shipping country with info@snapmaker.com so that our Customer Service Team can assist you in solving it.

💰Payment

Pay With Credit/Debit Card

Shop with ease and enjoy the convenience of using your credit/debit card as a payment option. At Snapmaker Online Store, we accept major credit cards such as Visa, Mastercard, American Express, and Discover. With just a few clicks, you can complete your purchase securely and swiftly.

The most commonly used credit cards are listed below. Please note that Snapmaker does not collect your credit/debit card number or personal information. For questions regarding your transactions on our site, please consult your card-issuing bank for information.

Pay With PayPal

Credit/Debit Card: By linking your PayPal account, you can enjoy a seamless and secure payment experience. With PayPal, you don't need to enter your card details every time you shop. Just log in to your PayPal account, review your purchase, and complete your transaction with ease.

When you place an order with Paypal you will be redirected to the PayPal payment page, where you can confirm your payment by logging in with your PayPal username and password.

Buy Now, Pay Later: PayPal also offers installment payments for users from the United States, allowing you to split your purchase into manageable monthly payments. This flexible payment option gives you greater control over your budget while still enjoying the products you love.

Pay Later Options	Requirements	Note
Pay in 4	No impact on credit scores and no late fees. Available for purchases of $30 to $1,500.	not available to residents of Missouri or Nevada.
Pay Monthly	Get more time to pay, with no down payment or late fees.	not available to residents of Alaska, Hawaii, or Nevada.
PayPal Credit	No Interest if paid in full in 6 months on purchases of $99+	PayPal Credit is subject to credit approval as determined by the lender, Synchrony Bank, and is available to U.S. customers who are of legal age in their state of residence.

Pay With Affirm

Loan Term Offerings	Requirements	Customer APR / Interest
3, 6, or 12 Months	Available for purchases of $50 to $30,000	0% APR on 3, 10-30% APR on 6, 12

Pay With Klarna

Klarna is a global payment solution provider that provides you with simple payment methods and a smooth online shopping experience.

Klarna provides three payment methods, namely Pay Now, Pay Later and Installments. The following table shows the payment methods available for each country.

· When you choose 3 interest-free installments, your order value must be between 35 EUR and 3,000 EUR.

Country	Pay Now	Pay Later
Germany	Direct debit, Bank transfer (SOFORT)	Pay in 30 days
Netherlands	Direct debit, Bank transfer (SOFORT)	Pay in 30 days
Austria	Direct debit, Bank transfer (SOFORT)	Pay in 30 days
Finland	Bank transfer (SOFORT)	Pay in 30 days
Belgium	Bank transfer (SOFORT)	Pay in 30 days
Spain	Bank transfer (SOFORT)	3 interest-free installments
France		3 interest-free installments
Italy	Bank transfer (SOFORT)	3 interest-free installments

Pay With Bank Transfer

You can opt for a bank transfer to finalize your order. Upon successful placement of the order, kindly transfer the amount to the bank card account provided below. To facilitate locating your transfer record swiftly, please make a note of the order number. After the payment is made, please email our customer service team at info@snapmaker.com. This will allow them to verify the receipt with the financial department and arrange for the package to be sent to you.

If you want to change your payment method, you can also email our customer service team at info@snapmaker.com so they can assist you in solving it.

Company Name: SNAPMAKER HK LIMITED

Company Address: RM 06，13A/F, SOUTH TOWER WORLD FINANCE CTR HARBOUR CITY 17 CANTON RD TST KLN, HONG KONG

Beneficiary Bank Name: Citibank N.A., Hong Kong

Beneficiary Bank Address: 3 Garden Road, Central, Hong Kong

Account Number: 1005123026

SWIFT CODE: CITIHKHXXXX

Do you have an IBAN code for international transfers?

We apologize, but we do not have an IBAN code available for international transfers. Please contact our customer support team at info@snapmaker.com for alternative payment options.

Payment Policy

We only support 100% prepayment for all orders. We do not support cash on delivery. If you change your mind, you can contact us before we ship your order to receive a full refund.

Will there be any international bank fees charged?

It depends on the payment method you choose. The final price may fluctuate with exchange rates if you pay the order with an international bank card. Your bank or credit card issuer may also charge foreign conversion fees. If you have any questions about the fees, please contact your bank or credit card issuer for more details.

What can I do if the payment for my order is declined?

The following steps may help to resolve the issue:

🔎Check your payment method: Make sure the payment method you are using is valid and has sufficient funds.

🔎Update your payment information: If necessary, update your payment information, such as credit card details or billing address.

🔎Try a different payment method: If possible, try using a different payment method to see if the issue persists.

🔎Clear your browser cache: Sometimes clearing your browser cache can resolve payment issues.

🔎Retry the payment: After taking the above steps, try processing the payment again to see if the issue has been resolved.

If you have followed these steps and are still experiencing payment failure, we recommend contacting your bank for further assistance.

📬Order & Shipping Related

When will my order ship?

In-stock orders typically ship within 1-5 business days.

Pre-orders will show the estimated time when the package will be shipped from the warehouse on the product page.

Upon shipment, you will receive a shipping confirmation via email containing a tracking number.

How do I track the delivery of my order?

You will receive a notice of shipment email with tracking information upon the shipment of your order. It may take up to 72 hours for your tracking number to be activated. You can also access the order tracking page on our official online store to get the tracking number.

Why is my order arriving in multiple shipments?

We make every effort to ship your items together, but there will be times when we may have to divide your order into multiple shipments due to the size of the packages and the availability of products ordered.

Please note that when an order is divided into multiple shipments, you won't be charged any additional fees. You will receive separate emails with the tracking number as well as the expected products in the shipment.

Can I modify my order after I’ve placed it?

If you need to modify your order, please contact our customer service team for assistance. Please be aware that if the package has already been arranged for shipping, you will need to contact the courier to refuse delivery and bear the shipping fee.

Can I cancel my order before it is delivered?

You can cancel the order and request a refund at any time before the order has shipped. Please contact our customer service team for assistance.

Please don't open a chargeback, otherwise, the bank will charge you a handling fee. This will also prolong the refund process.

If the order has been sent to the freight forwarder, it might not be feasible to cancel it, even if it hasn't been marked as shipped yet. In such a scenario, you need to reach out to the courier promptly to decline the delivery and cover the return shipping charges.

Once the refund process is completed on our side, you will receive the refund via the payment method you initially used (Credit card, PayPal, etc.). Be aware that money transfers can take up to 14 business days.

What happens if my package is returned after it is shipped?

If the courier did not contact you or no one was home for delivery, the courier may return the package. If your package is returned to us by the carrier, please contact them to verify the reason for the return and request a rescheduled delivery. If the carrier declines to schedule a second delivery, please contact our customer service team for assistance.

My package says delivered, but I didn’t receive it.

Sometimes tracking data may be inaccurate, leading to premature delivery status updates. Your parcel is expected to arrive shortly, yet it's advisable to consult your neighbors or the shipping provider for additional details.

Should your order not reach you within 3 days of the latest tracking notification, kindly reach out to our customer service team for help. Moreover, if you have purchased worry-free coverage when plaing the order, you can initiate a claim with Seel Protection Plan, click the link to log in using your Order ID/policy ID and the email address associated with your order.

My order tracking hasn't been updated for many days?

If your packages have been shipped, shipping status updates may experience delays, particularly during cross-border transportation or handover to the logistics company. If the tracking hasn't been updated for more than 5 days, please contact our customer service team or shipping carrier directly for further help.

What can I do if I receive the wrong item?

We are so sorry if you received an incorrect order! Please contact our customer service team within 3 days of delivery with your order number and a picture of the incorrect product. We'll get back to you within 1-3 business days.

☹Return & Refund

I need my refund redirected to a different account.

Unfortunately, we are only able to issue a refund to the original payment method for the order. Please reach out to your bank for more information on how to reroute the funds to a different account.

Can I get a refund if the price has changed?

Unfortunately, we are unable to honor any promotions for orders placed outside of the promotional time frame as this would be unfair to the rest of our customers. We’re so sorry for any inconvenience and appreciate your understanding!

Can I return my order after I have received it?

We trust you'll enjoy your purchase! In the event you're not entirely satisfied, we've simplified the return procedure for you.

✔Return Condition:

To initiate a return, ensure the order meets three criteria: Firstly, it must be within 14 calendar days of receipt; secondly, the item must be unused; and lastly, the original packaging should be intact and in a restorable condition.

✔Expenses Deduction:

Upon receiving the package, should you opt to return your order, please bear the return shipping cost. Before issuing a refund, we will apply a restocking fee amounting to roughly 10% of the item's retail price.

Refunds will only be processed post-product inspection, with any deductions for missing components, like accessories, cables, or filaments, subtracted from the total amount. If improper packaging by the user results in damage during the return, the user will be responsible for compensating the incurred loss.

✔Get the return address:

Kindly reach out to our customer service team for any assistance.

✔Refund period:

Once we receive the returned package, we will begin the refund process. The refunded amount will be credited back to your original payment method (Credit card, PayPal, etc.). Kindly note that the transfer could take up to 14 business days.

✔Note:

Please don't open a chargeback, otherwise, the bank will charge you a handling fee. This will also prolong the refund process.

🙌Cooperation

For news, media, and events collaboration

✉ press@snapmaker.com

For YouTube, Tiktok influencers collaboration

✉ affiliate@snapmaker.com

For social media content partners' collaboration

✉ social@snapmaker.com

For wholesale, distribution, and international sales inquiries:

✉ sales@snapmaker.com