Panchroma™ Matte Starter Pack

Last updated: 02/11/26

This Shipping & Order Policy applies to purchases made on polymaker.com for customers located in the United States, Canada, United Kingdom and European Union.

1. Order Processing Times

Processing times begin once you receive your order confirmation email and exclude weekends and public holidays.

Region

Processing Time

United States

1–2 business days

United Kingdom

1–2 business days

European Union

1–2 business days

Canada

3–5 business days

Once your order enters the shipping stage, you will receive a shipping confirmation email with tracking information.

Tracking information may take 24–72 hours to become active after carrier pickup.

2. Shipping Rates & Free Shipping

Free shipping is available for eligible orders shipped within the United States and Canada when the order subtotal meets the applicable threshold before taxes, duties, or other charges.

Region

Free Shipping Threshold

Notes

United States

$35 or more

Orders under $35 are charged a $5.99 shipping fee.

Canada

CAD $45 or more

Orders under CAD $45 are charged a $5.99 shipping fee.

United Kingdom

As shown at checkout

Shipping options and charges are displayed during checkout.

European Union

As shown at checkout

Shipping options and charges are displayed during checkout.

If your order does not meet the applicable free shipping threshold, a $5.99 shipping fee will apply and will be displayed at checkout before you place your order.

3. Shipping & Tracking

•Orders are shipped using regionally appropriate carriers.

•Tracking updates once the carrier has collected the package.

•Shipping insurance is optional but strongly recommended and covers losses up to $200 to facilitate faster resolution in the event of loss or theft. All claims are subject to investigation with the postal carrier and are at the discretion of Polymaker.

Checking Your Order Status

•A tracking number is issued once your order ships.

•If tracking does not update within:

3 business days (US / UK / EU)

6 business days (Canada)

•please contact Support@polymaker.com with your name and order number.

If your order has not arrived within 14 days of the shipping confirmation email, please contact us so we can investigate.

3. Order Changes & Returns

Order Cancellations

•Orders cannot be cancelled once placed, as they are processed immediately upon confirmation.

•If you no longer want your order, please allow it to be delivered and then initiate a return in accordance with our Return Policy.

If an order has already shipped, you may refuse delivery. Once the items are returned to us, a refund will be issued in accordance with applicable law.

Order Changes

•Orders cannot be modified once placed.

•To receive a different item, please allow delivery and initiate a return, then place a new order.

EU & UK Consumer Notice: These provisions do not limit your statutory right of return under applicable consumer protection laws.

4. Shipping Issues & Resolutions

A. Lost or Stuck in Transit

No tracking update for 10 or more consecutive days

Please contact Support@polymaker.com with your order number and tracking information.

Region

Resolution

United States / UK / EU

Replacement or refund up to $200, subject to investigation and at the discretion of Polymaker, and in accordance with local law

Canada

Refund to original payment method up to $200, subject to investigation and at the discretion of Polymaker

B. Damaged Packages

•Cosmetic damage to external packaging alone does not qualify for replacement or refund.

•If the product itself is damaged and unusable, please email photos to Support@polymaker.com .

Region

Resolution

United States / UK / EU

Replacement or refund, as required by law

Canada

Refund to original payment method

C. Marked "Delivered" but Not Received

Please:

•Verify the shipping address provided at checkout.

•Review tracking proof of delivery.

•Check with neighbors, reception desks, or building management.

•Wait 48 hours after delivery confirmation before contacting support.

Where delivery to an incorrect address is confirmed, or shipping insurance was added, we will provide a replacement or refund up to $200, subject to investigation with the postal carrier and at the discretion of Polymaker, in accordance with local law.

Note: Loss due to theft after confirmed delivery may not be covered where shipping insurance was not selected, or where the loss exceeds $200, except where consumer law requires otherwise. All claims are subject to investigation with the postal carrier and are at the discretion of Polymaker.

D. Incorrect Items Shipped

If you receive incorrect items, please contact Support@polymaker.com with:

•Your order number

•Clear photos of the shipping box

•Clear photos of the spool label showing the SKU

We will arrange a replacement or refund in accordance with applicable consumer protection laws.

E. Missing Items

•Some orders may ship in multiple packages.

•Please verify shipment details in your customer account.

If items are confirmed missing, contact Support@polymaker.com and we will resolve the issue in compliance with local law.

5. Product Quality Issues

We stand behind the quality of our products.

For quality-related concerns, please email Support@polymaker.com with:

•Order number

•Description of the issue

•Photos of the print and filament

•Basic print settings (temperature and speed)

•Photo of the spool (not the box) showing the batch number

We will respond within 1–2 business days with troubleshooting steps or a replacement or refund, as appropriate.

6. Returns & Refunds

Returns and refunds are governed by our Return Policy and applicable local consumer protection laws.

EU & UK customers have a statutory right to return a distance purchase within 14 days of receipt and receive a refund, subject to legal exceptions.

•Refunds will be issued using the original payment method unless otherwise required by law.

7. Taxes, Duties & VAT

•Prices include VAT where required by EU or UK law.

•Any customs duties or import charges not collected at checkout are the responsibility of the customer.

•Refused shipments due to unpaid duties may not be eligible for a full refund, except where required by law.

8. Contact Information

For questions regarding orders, shipping, or quality issues:

📧 Support@polymaker.com

Contact - Polymaker - Checkout

Last updated: 04/06/26

At Polymaker, we stand behind every product we make — that's the Polymaker Guarantee. Your satisfaction matters to us, and we're committed to ensuring a positive experience with our materials from start to finish. If something isn't right, we'll make it right.

This policy applies to purchases made on polymaker.com and is designed to comply with applicable consumer protection laws in the United States, Canada, United Kingdom, and European Union.

1. Return Eligibility (All Regions)

To be eligible for a return:

•Items must be unused, unopened, and in original packaging

•Proof of purchase is required

•Opened filament spools are not eligible for return, except where the product is defective, incorrect, or not in conformity with the contract

If your item is damaged, defective, or not performing as expected, do not return it. Contact us first so we can resolve the issue under the Polymaker Guarantee.

2. Return Windows by Region

Region

Return Window

United States

60 days from delivery

Canada

30 days from delivery

United Kingdom

14 days from delivery (statutory cooling‑off period)

European Union

14 days from delivery (EU Consumer Rights Directive)

UK & EU customers: You have a legal right to return your order within 14 days of delivery for any reason, provided the item is unused, unopened, and in resalable condition.

3. Return Shipping & Fees

United States

•Customer is responsible for return shipping unless the item is defective or incorrect

•No restocking fees

•Return shipping costs will be deducted from the refund amount

Canada

•Customer is responsible for return shipping unless the item is defective or incorrect

•No restocking fees

•Return shipping fees are paid directly to the carrier and are non‑refundable

United Kingdom & European Union

•Customer is responsible for return shipping unless the item is defective, incorrect, or not as described

•No restocking fees

•Original outbound shipping costs are refunded only when required by applicable law

4. How to Start a Return

To request a return, email support@polymaker.com with:

•Order number

•Reason for return

Once approved:

•You will receive return instructions and a return label (pre‑paid in the US; unpaid in CA, UK, and EU unless the item is defective)

•Do not send items back without authorization — unauthorized returns will not be accepted

Return deadline: Approved returns must be shipped within 14 days of return approval. If the carrier does not scan the package within this period, the return request will be automatically canceled.

5. Damaged, Defective, or Incorrect Products (All Regions)

We take product quality seriously — it's part of the Polymaker Guarantee.

If your order arrives damaged, defective, incorrect, or not in conformity with the contract:

•Contact support@polymaker.com promptly

•Include:

•Order number

•Description of the issue

•Print settings (if relevant)

•Clear photo(s) of the affected spool(s), including the batch number sticker

You do not need to return defective items unless instructed. Once verified, we will issue a replacement or refund in accordance with applicable law.

6. Exchanges

We do not offer direct exchanges.

To receive a different item, please return the eligible product (if applicable) and place a new order once your return has been accepted and refunded.

7. Refunds

•Refunds are issued to the original payment method

•You will be notified once your return has been inspected and approved

•Refund processing times may vary depending on your bank or payment provider

UK & EU customers: Refunds for approved returns will be issued within 14 days of receiving the returned goods or proof of return, as required by law.

8. Statutory Rights & Legal Compliance

Nothing in this policy limits or excludes your statutory consumer rights under applicable law, including but not limited to:

United States: Federal Trade Commission (FTC) and state consumer protection laws

Canada: Provincial consumer protection legislation

United Kingdom: Consumer Rights Act 2015 and Consumer Contracts Regulations

European Union: EU Consumer Rights Directive and Sale of Goods Directive

Where local law provides greater protection than this policy, local law will prevail.

9. Contact Information

For all return, refund, or product quality questions:

📧 support@polymaker.com

10. Business Information (EU & UK Requirement)

Polymaker LLC

12515 Citypark Drive, Ste 300, Missouri City TX 77489

Email: support@polymaker.com

This policy applies only to purchases made directly from polymaker.com . Marketplace orders (Amazon, resellers, distributors) are subject to the respective seller's return and refund policies.

Contact - Polymaker - Checkout