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

This depends on a number of factors, such as which fabrication type you are using, what material you have chosen and where you are located.

Read our full FAQ on order turnarounds for as much detail as we can provide at this point.

I need my order ASAP!

3D printing and metal laser-cutting orders will be made and shipped to you as quickly as possible, but we are not able to provide rush turnaround at this stage.

Non-metal laser cutting orders from the USA and NZ making hubs (but not the German / Italy / UK hubs) by Prime Personal Factory subscribers are made faster than orders by Free Personal Factory members, and are in faster-moving queue.

If you are hoping to have your laser cut order by a certain date, please contact us and we will let you know if that will be possible.

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, Germany, Italy and the UK. 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, NZ, Germany, Italy or UK) 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, NZ or Germany) 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:

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’re 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, NZ, German, Italian or UK digital making hub).

Indicative postage charges

To help you decide which making hub to select as your preference, here are some examples of postage charges for a 3mm thick, P1 sized plastic sheet of material for laser cutting (in USD):

 

Important notes:

• These examples are indicative only.
• Actual postage charges may differ and are calculated accurately when you provide the shipping address during the make process within your Personal Factory.
• These prices do not include the handling charge per package shipped (see below for details).
• Customs imposed duties and taxes are the sole responsibility of the purchaser or recipient.
• Ponoko is not responsible for lost or late shipments.
• We do not offer shipping insurance.

Please check back, because these prices are changing – which might mean you need to change which digital making hub you set as your preference.

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).

Shipping costs for laser cutting from the USA hub

Here are some guidelines on the shipping costs for laser cutting from the USA hub. Prime Personal Factory members get lower handling and postage charges:

 

*All Prime Personal Factory member laser cutting orders of $100 or more (making and materials costs) will be delivered from the USA hub to any location in continental USA (excluding Alaska) for FREE.

USA hub: Indicative DOMESTIC postage charges

Here are some examples of postage charges for a 3mm thick, P1 sized plastic sheet of material for laser cutting, shipped from the USA hub to various US domestic ZIP code destinations (in USD):

* Your package can be picked up from the Oakland hub for FREE.

Important notes:

• These examples are indicative only.
• Actual postage charges may differ and are calculated accurately when you provide the shipping address during the make process within your Personal Factory.
• These prices do not include the handling charge per package shipped (see below for details).
• Customs imposed duties and taxes are the sole responsibility of the purchaser or recipient.
• Ponoko is not responsible for lost or late shipments.
• We do not offer shipping insurance.

USA hub: Indicative INTERNATIONAL postage charges

Here are some examples of postage charges for a 3mm thick, P1 sized plastic sheet of material for laser cutting, shipped from the USA hub to various international destinations (in USD):

Important notes:

• These examples are indicative only.
• Actual postage charges may differ and are calculated accurately when you provide the shipping address during the make process within your Personal Factory.
• These prices do not include the handling charge per package shipped (see above for details).
• Customs imposed duties and taxes are the sole responsibility of the purchaser or recipient.
• Ponoko is not responsible for lost or late shipments.
• We do not offer shipping insurance.

Shipping costs from the NZ hub

Here are some guidelines on the shipping costs from the NZ hub. Prime Personal Factory members get lower handling and postage charges:

 

*All Prime member orders of $100 or more (making and materials costs) will be delivered from the NZ hub to any location in NZ for FREE.

NZ hub: Indicative DOMESTIC postage charges

Here are some examples of postage charges for a 3mm thick, P1 sized plastic sheet of material for laser cutting, shipped from the NZ hub to various NZ domestic destinations (in USD):

* Your package can be picked up from the Wellington hub for FREE.

NZ hub: Indicative INTERNATIONAL postage charges

Here are some examples of postage charges for a 3mm thick, P1 sized plastic sheet of material for laser cutting, shipped from the NZ hub to various international destinations (in USD):

Important notes:

• These examples are indicative only.
• Actual postage charges may differ and are calculated accurately when you provide the shipping address during the make process within your Personal Factory.
• These prices do not include the handling charge per package shipped (see above for details).
• Customs imposed duties and taxes are the sole responsibility of the purchaser or recipient.
• Ponoko is not responsible for lost or late shipments.
• We do not offer shipping insurance.

Shipping costs from the German hub

Here are some guidelines on the shipping costs from the German hub. Prime Personal Factory is not available at this making hub:

 

German hub: Indicative DOMESTIC postage charges

Here are some examples of postage charges for a 3mm thick, P1 sized plastic sheet of material for laser cutting, shipped from the German hub to various German domestic destinations (in USD):

German hub: Indicative INTERNATIONAL postage charges

Here are some examples of postage charges for a 3mm thick, P1 sized plastic sheet of material for laser cutting, shipped from the German hub to various international destinations (in USD):

Important notes:

• These examples are indicative only.
• Actual postage charges may differ and are calculated accurately when you provide the shipping address during the make process within your Personal Factory.
• These prices do not include the handling charge per package shipped (see above for details).
• Customs imposed duties and taxes are the sole responsibility of the purchaser or recipient.
• Formulor is not responsible for lost or late shipments.
• We do not offer shipping insurance.

Shipping costs from the Italian hub

Here are some guidelines on the shipping costs from the Italian hub. Prime Personal Factory is not available at this making hub:

Italian hub: Indicative DOMESTIC postage charges

Here are some examples of postage charges for a 3mm thick, P1 sized acrylic for laser-cutting, shipped from the Italian hub to various Italian domestic destinations (in USD):

Delivery time: 1-2 working days (indicative)
* Your package can be picked up from the Italy hub for FREE.

Italian hub: Indicative INTERNATIONAL postage charges

Here are some examples of postage charges for a 3mm thick, P1 sized acrylic for laser-cutting, shipped from the Italian hub to various international destinations (in USD):

Important notes:

• These examples are indicative only.
• Actual postage charges may differ and are calculated accurately when you provide the shipping address during the make process within your Personal Factory.
• These prices do not include the handling charge per package shipped (see above for details).
• Customs imposed duties and taxes are the sole responsibility of the purchaser or recipient.
• Vectorealism is not responsible for lost or late shipments.
• We do not offer shipping insurance.

UK hub: Indicative DOMESTIC postage charges

Here are some examples of postage charges for a 3mm thick, P1 sized acrylic for laser-cutting, shipped from the UK hub to various UK domestic destinations (in USD):

* Your package can be picked up from the UK hub for FREE.