Xometry Supplies Orders, Shipping, & Returns Policies
Placing Your Order
Published prices don't include taxes or shipping costs, and they may be changed without notice. All payments must be in U.S. Dollars. Visa, MasterCard and American Express will generally be accepted for orders, but credit card arrangements are subject to change. In addition to the published price, we may charge you for shipping, freight, taxes and all other expenses that we incur in connection with the shipping of your order.
We reserve the right to correct typographic errors and reject or cancel orders because applicable law prevents the sale of the Products in your area or for any other reason.
Making Changes To Your Order
To request a change to your order please call: 833-966-3879
Due to the time-sensitive nature of the production process, you may be able to change an order 1 hour from the time it is processed online and if it has not yet been cut.
Once an item is cut, it can't be canceled or changed, and the Returns Policy will then apply.
Special promotions, discount codes and coupons are applicable only to orders placed online via our website. Promotions cannot be combined.
Custom quotes, special customer specific pricing, contract pricing, and dealer pricing is excluded from promotional discount offers. Xometry, Inc. reserves the right to reject the use of any promotional discount and/or terminate a promotion at any time without notice.
Taxes and Governmental Charges
You are responsible for all applicable national, state, provincial and local sales and use taxes, value added taxes, duties, tariffs, and other governmental fees which may be imposed in connection with your purchase of Products from us. When we collect taxes and other governmental fees from you, the amount collected will be stated separately on the invoice.
If you are claiming exemption from sales tax, you are responsible for providing a valid sales tax exemption certificate and you agree that you will not claim a sales tax exemption for purchases that do not qualify as exempt.
If your business has a state tax exemption certificate, please provide a copy of it to us. It can be emailed to us to be placed on your account.
Customer Service: firstname.lastname@example.org
To request a cancellation please call: 833-966-3879
Due to the time-sensitive nature of the production process, you may be able to cancel an order 1 hour from the time it is processed online and if it has not yet been cut.
Once an item is cut, it can't be canceled, and the Returns Policy will then apply.
Non-Stock/Special Order Materials
Non-stock and special order materials not found on our website that have been specially quoted and procured for the sole purpose of the customer’s special order cannot be canceled or returned.
Same Day Shipping
Once your order is placed online, it is transmitted to the warehouse for cutting and processing. In most cases, orders received before 12:00pm ET will be processed and shipped from our warehouse the same day. Orders that may require additional processing time contain any of the following:
- Material over 3-inches thick, or plate/sheet over 24-inches long
- Over 25 pieces
- Special order materials
Estimated Ship Date
During the ordering process, we will provide an estimated ship date. This ship date is when the order will be processed and shipped from our warehouse. In most cases, we will be able to process and ship the order the same day. But occasionally, additional processing time may be required.
Oversized orders are orders where the material is over 3”-thick or plate/sheet over 24-inches long, or where there are more than 25-pieces on the order. Oversized orders will require additional processing time to be able to ship. In most cases, we will be able to ship all orders within 24-hours.
In the rare instance where we require more than 24-hours to process and ship your order, we will contact you to let you know there is a delay.
Orders over 150 lbs or greater than 108” in length cannot be expedited or shipped via small parcel carrier and will be shipped via LTL or dedicated truck.
Will Call/Pick Up From Warehouse
At this time, all orders must be delivered. We are unable to offer “Will Call” or “Pick-Up” services from our warehouse locations.
Unless otherwise stated, freight and shipping fees will be charged for shipments to a customer's designated shipping address anywhere in the contiguous United States, using a carrier of our choice.
Any extra charges incurred for additional services, such as customer's preferred freight carrier, or special handling by the carrier, must be paid by the consignee.
Every possible effort will be made to securely package and correctly ship orders and meet the expected delivery date of all ordered material set forth at the time of order confirmation. Material that is placed on back order will be shipped at time of inventory replenishment.
Actual delivery dates and transit times are estimated only and are subject to sources or carrier conditions beyond our control and are NOT GUARANTEED.
This map applies to our Ground shipping methods of FedEx Ground. It shows the estimated number of days in transit after your shipment leaves our manufacturing facility in Lexington, KY.
Expediting and Overnight Shipments
By default, all orders will ship via ground. During the checkout process, you will have the option to upgrade your shipping to expedited or overnight delivery for an additional charge, if available.
In the event an order is shipped via freight carrier, it is the responsibility of the customer to unload orders from the delivering carrier. Orders that are shipped via LTL or tractor trailer truck are shipped FOB (Freight on Board). Please make sure that upon delivery that you have the proper equipment or manpower to unload your order and that your location is easily accessible by tractor-trailer truck.
If you need special packing or delivery accommodations, arrangements should be made with us prior to shipping as additional fees may be incurred. In the event your order is not unloaded at time of delivery and must be rescheduled or shipped to another address, additional charges may be incurred.
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 material. Our customer service team must be contacted within 14 days of receiving material at 833-966-3879.
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 material. Orders returned without a RA number will be refused. Once material is received by our warehouse in resaleable, unmodified condition, credit will be issued to you, less applicable fees mentioned herein.
Acceptable and authorized returns are subject to a 30% restock service fee plus actual non-discounted shipping costs incurred in shipping the order. If the order can be intercepted and returned before delivery, any applicable rerouting costs will be added to the restocking charges. Once material is received by our warehouse in resalable condition, credit will be issued to you, if any, less applicable fees mentioned herein.
Returns are not allowed on special order items
Returns must be received in our warehouse within 10 days of original delivery and in undamaged, resalable condition. Returns received after the 10 days or in non-resalable condition will be refused and returned at your expense.
Refusal of Delivery
Refusing delivery does not waive our return policy—you will be responsible for both actual outbound and return freight charges plus a 30% restock service fee. Once material is received by our warehouse in resalable condition, credit will be issued to you, if any, less applicable fees mentioned herein.
Special order non-stock items cannot be returned. There may be exceptions when the third-party supplier agrees to the cancellation. In the event we can allow a return for a non-stock item, it may be subject to a restocking fee to be determined at the time of return plus any additional shipping charges.
Incorrect or Damaged Materials
Returns policy doesn't apply to any orders that were delivered in a damaged or incorrect condition. If there was an error in product, quality or quantity please contact our customer service team at 833-966-3879 for refund or replacement.
Product & Packaging Damage
Please contact us immediately if the material or packaging is damaged. For us to pursue a claim against the shipping company, please provide the following:
- Date and time of delivery
- Driver name and/or truck number
- Images of damage (can be emailed to email@example.com
- Description of damage
Damage to Freight Shipments
All merchandise is accepted by the freight carrier in good condition. The freight carrier is responsible, per the terms of the bill of lading, to deliver the merchandise to you in the same good condition. Title and risk of loss pass to customer upon tender of shipment to the customer.
Before accepting and signing for any shipment, please inspect and note any damage or missing items on the carriers receipt. Failure to note damages or shortages at time of delivery on drivers receipt indicates your acceptance of this shipment as is and waives your right to future claims.
In the event of a problem, please notify us within 24 hours of receiving your order. In the event of damage, be sure to retain the entire outer shipping container and carton (and packing material) in which damaged goods were packed. The damaged merchandise must be in the original container when inspected by the carrier for filing a claim.
After receiving the RMA and shipping the product back, please contact us with the return tracking number to ensure your refund is processed as quickly as possible. Once your Return Material Authorization (RMA) is received back to us and processed by the warehouse, your refund will be processed. You will be refunded back to your original form of payment.
Please allow 2 to 3 business days following our re-stocking of your returned materials for your refund to be processed. Total processing days will vary based on days for shipping and restocking.
You will receive an email confirmation once the refund has been processed and transmitted to your bank. It may take the bank up to a billing cycle to reflect the refund on your billing statement.
Mill Test Reports (MTR) and Certificates of Compliance are available for purchased materials. Any required documentation MUST be requested at time of order. Material requiring specific certificates of compliance may require additional processing time or special order.
© 2018, Xometry, Inc.