Shipping Policy

We ship worldwide to nearly every country across the globe, we employ the services of major, trusted international carriers to ensure your package arrives at your destination fast and securely.

Our goal is to offer you the best shipping options, no matter where you live. Every day, we deliver to hundreds of customers in the US and around the globe , ensuring that we provide the very highest levels of responsiveness to you at all times.

We try to make the delivery process as simple as possible, and we can send your order either to your home or workplace. Unfortunately, we do not offer deliveries to PO boxes or parcel motels.

Order Successful

After you have successfully placed your order you will receive the email confirmation from us. If you have any requests for your order, kindly let us know as soon as possible before your item enters the processing stage.

Order Processing

We will carry out strict quality controls on your machines and ensure they are properly packed before preparing them for shipment.

After the confirmation of your order and the full payment, there will be 5-10 processing day which contains machine production and continuous machine test to ensure the quality of the laser beam, once it is finished we will arrange shipment for your order.

For pre-sale products, after the client confirms the estimated date of the product, it is unacceptable to cancel the order during the waiting period then. If the client strongly request this, since our product is in transport, the client needs to pay compensation for HGNOVA (35% of your order payment)

Delivery Time

Single Machines or Machine Accessory Combos or Separate Accessories or Materials: Shipped from our warehouse in China. Delivery usually takes 30-45 business days.

Pre-order Products: First sent from China to the local warehouse, then delivered to you from the local warehouse. Please refer to the relevant product page for the expected shipping time.

Notice

a.If your order includes both a machine and separate accessories or materials, the items will be shipped separately.

b.Delivery may experience slight delays during shopping seasons. If there is a significant delay, we will notice you by a separate email.

c.All products which are not marked as oversea warehouse support will be shipped from China Warehouse.

We do not ship on Sunday or various national holidays.

In most cases, the package will be delivered within the estimated time of arrival. However, the actual delivery date may be affected by flight arrangements, weather conditions and other external factors. Please refer to the tracking information for the most accurate delivery date.

Taxes/Duties

Please be aware that there may be additional customs fees depending on the policies of different countries. Extra charges such as customs clearance fees, local shipping charges, or administrative fees will be borne by you.

Notice: Sales Tax vs. Customs Duty

Sales Tax: A sales tax is imposed by the government on the sale of products and services. HGNOVA collects it at the point of sale and remits it to the government. Sales tax rates vary by region and product type. Customs Duty: A customs duty, also known as an import duty or tariff, is imposed on packages transported across international borders.

Customs authorities collect it at the point of entry into a country. The duty rate is determined by the classification and value of the packages.

Order Tracking

After your order is successfully placed, you will receive an Order Confirmation email to confirm your order details. Once your item ships, you will receive a Shipment Notification email, which includes your order number, the express information and package tracking number, and you are also able to track the status of your order through the email.

Things about order modification, refund processing, shipping updating and so on will be notified to you in real time by email as well.

Note: Tracking information is available within 10-15 days after ordering.

If you received a tracking number that is not working at the time you are trying, please check again within 24 hours before contacting us as it takes time to update in the system. Thank you!

Notice

Please confirm your shipping address prior to completing your order. If you want to modify your shipping address, please email us at hggh@hglaser.com within 24 hours of purchase, or we will ship to the address according to your order information.

Please note that the notification email will be sent to the email address you left in contact information on the check out page, or the email address you used to register your account. If the email address you left is invalid or not in use, we will not be liable for any risk or loss caused by this.

If you change your mind midway, please don't just reject the package. To cancel your order, please contact us at hggh@hglaser.com to explain the situation and we will handle the return for you in accordance with our return/refund policy. We do not assume the risk of loss or damage to the package arising from the rejection.

Please contact us at hggh@hglaser.com within 7 days of the delivery suggested by the official tracking system of logistics companies if you do not receive the order, or we shall bear no responsibility on this occasion. If our products are damaged due to improper transportation, please contact us immediately at hggh@hglaser.com and provide us the photos of the product and packaging after you receive your package. We ask for your understanding and patience in this situation.

If there is any damage to the package and/or products inside, or if there is any item(s) missing, please contact us at hggh@hglaser.com within the day of receipt and provide us with pictures and/or unboxing videos to facilitate and accelerate our investigation. Without an unboxing video, the investigation process could be extended, or a resending/refund could be denied, depending on the investigation results with the courier.

All orders reported as "Delivered" by courier companies are considered delivered. 3DCraftMakers cannot be made liable of non-delivery in this case.