How do I know when will my order ship?
When shopping on the Xometry Supplies e-commerce site, you are provided an estimated ship date before placing your order.
Additionally, when placing an order on the Xometry Supplies e-commerce site or placing an order directly with a Supplies eCommerce Specialist, you are sent an order confirmation, including the expected ship date.
When can I expect my order to ship?
Your first source of reference is always your order confirmation. If the expected ship date on your order confirmation has passed, please reach out to email@example.com to inquire as to the status of your shipment.
Will Xometry supplies provide me with a tracking number once my order ships?
Yes. Our materials partners typically provide confirmation of shipping and corresponding tracking information within one business day of the order leaving their facility.
Can the supplies support team provide a status update prior to my order shipping?
Unfortunately, no. Once an order has been placed and confirmed by our materials partners, the next communication we receive is the shipment confirmation.
Can I change/cancel/exchange my order?
To request a change, cancellation, or exchange of an order, please email firstname.lastname@example.org.
Due to the time-sensitive nature of the production process, you may be able to change or cancel an order 1 hour from the time it is processed via the supplies website. You may not change or cancel any order:
- Once the materials have been cut, used, or otherwise processed
- For any non-stock and/or special order materials specially quoted and procured for your order
I want to return my order, how do I do that?
A Return Material Authorization (RMA) is required for all returns. Please contact us within 14 days of receipt of an order to request RMA, if you wish to return purchased Goods.
Our customer service team must be contacted within 14 days of receiving material at email@example.com. Returnable items must be shipped back to our warehouse at your expense and must have an RMA number clearly marked on the outside of the package and return forms packed with the goods. Orders returned without an RMA number will be refused.
Once the returned goods are received by our warehouse in re-saleable, unmodified condition, a credit will be issued to you, less applicable fees mentioned herein. Returns must be received in our warehouse within 10 days of original delivery and in an undamaged, resalable condition. Returns received after the 10 days or in non-resalable condition will be refused and returned at your expense. Returns are not allowed on special order items.
- Custom orders can not be returned, exchanged, refunded, or canceled.
- If an order is opened when are unable to return, exchange, refund, or cancel
What is the ETA on my shipment?
Our materials partners typically provide confirmation of shipping and corresponding tracking information within one business day of the order leaving their facility. To be clear, there is a difference between expedited freight and expedited processing.
Please note that when an order is placed on the Xometry Supplies site, that the order will take up to 4 days to process. After processing, your order will then ship via whichever method you chose at checkout (standard, next-day air, etc.).
- Place an order on a Thursday to ship via next-day air
- Order processes Friday, Monday, Tuesday, and Wednesday
- Once the order processes then it ships via your preferred method.
- Order arrives that next Thursday