Shipping Policy

Effective Date: Jul 8, 2025

Materialize is committed to providing a transparent, efficient, and buyer-centered shipping experience. As a unique marketplace connecting buyers directly with certified, US-based manufacturers of "Certified Excess" products, Materialize manages shipping logistics to ensure quality and reliability throughout the fulfillment journey. Please read this Shipping Policy carefully to understand how your order will be processed, shipped, and delivered.

1. Shipping Charges

• Orders over $100: Shipping is free for all domestic orders totaling more than $100 (before taxes and after any discounts).
• Orders of $100 or less: Shipping charges will be clearly calculated and displayed during checkout. You will see the shipping cost, if any, before you finalize your order.
• Freight Orders: If your order qualifies as a freight shipment due to size, weight, or special requirements, we may request additional information from you (such as dock availability or receiving hours). Unless otherwise stated during the checkout or communicated before shipment, there are no extra charges for freight shipping beyond what you see at checkout.

2. Delivery & Handling

• Orders are shipped directly from the certified manufacturer you purchased from.
• Handling times—how long it takes to prepare your order for shipping—may vary by manufacturer and are typically 1–3 business days. Any exceptions will be communicated by email.
• You will receive an email confirmation when your order is shipped.

3. Freight Shipments

• For oversized or heavy items, freight shipping may be necessary. We may contact you via email for additional delivery information to ensure successful delivery.
• If we need to charge extra for a freight shipment due to unique circumstances, this will always be communicated before your order is finalized or billed.

4. Tracking Your Order

• Once your order ships, you will receive a tracking number by email.
• For the most up-to-date status of your delivery, please visit the carrier’s website and enter your tracking number.
• If you have any questions about tracking or need assistance, simply reply to your order or shipping email, or reach out via email at support@trymaterialize.com.

5. Delivery Protocols & Signature Confirmation

5.1 Standard Deliveries (< $750)

Most orders valued under $750 (total of item(s) + shipping + applicable tax) will be delivered according to standard carrier procedures and may not require signature upon delivery unless requested/paid for at checkout.

5.2 High-Value Deliveries (≥ $750)

For any order with a total value at or above $750:

• Signature confirmation is mandatory. Someone must be present at the delivery address to sign for the package.
• Buyers will be notified at checkout if signature confirmation is required.
• This protects both the buyer and Materialize/manufacturer from “item not received” disputes and provides a clear chain of custody.

5.3 Unsuccessful Deliveries

If delivery attempts fail (e.g., no one is available to sign), carriers may hold the package for pickup or attempt re-delivery. It is the buyer’s responsibility to coordinate with the carrier in these circumstances.

5.4 Insurance

For very high-value orders or upon buyer request, additional shipping insurance may be recommended or required. Details will be provided at checkout or prior to dispatch for qualifying orders.

6. International Shipping

Materialize may offer international shipping on select products. Where available:

• All charges, including shipping, duty, tax, or customs fees, will be displayed (as estimates) at checkout where possible.
• Buyers are responsible for all customs duties, import taxes, and fees imposed by the destination country. Materialize is not liable for these charges.
• International deliveries may be subject to greater variability in delivery times or carrier performance. Contact support for questions regarding eligibility and estimated delivery windows.

7. Delivery Issues (Lost, Delayed, or Damaged Shipments)

7.1 Reporting a Problem

If your item is:

• Lost in Transit (not delivered within the carrier’s maximum delivery window),
• Damaged Upon Delivery (arrives broken, visibly damaged, or otherwise not as described),

contact Materialize support within 72 hours of the estimated delivery date (or actual delivery date for damage claims) at support@trymaterialize.com.

Provide:

• Your order number,
• Tracking number,
• Detailed description of the issue,
• Photo evidence (when applicable; required for damage claims).

7.2 Materialize’s Resolution Process

• Materialize will work with the carrier, you, and the manufacturer to investigate the issue.
• Depending on the circumstances and in line with the Returns & Refunds Policy, you may be offered a replacement, a return and refund, or other resolution.
• For high-value insured shipments, a claim may be filed with the carrier. The timeline for resolution may be affected by the carrier’s investigation process.

8. Incorrect Delivery Addresses & Undeliverable Shipments

• Buyers are solely responsible for entering correct, complete shipping information at checkout.
• Materialize is not responsible for (and will not reimburse loss for) items shipped to incorrectly provided addresses.
• If a parcel is returned as undeliverable, Materialize will attempt to contact the buyer to arrange re-shipment (fees may apply), or the order may be cancelled and refunded (minus shipping and handling fees if applicable).

9. Packaging & Handling

Manufacturers are contractually required to package goods securely and in compliance with carrier and Materialize guidelines. This minimizes the risk of damage during transit.

10. Changes to Shipping Policy

Materialize may update this Shipping Policy from time to time as operations evolve. Substantive changes will be posted on our website with an updated effective date. Your continued use of the platform following any update constitutes acceptance of the revised policy.

11. Contact & Support

For any questions about shipping, delivery, or order tracking, please contact:

• Email: support@trymaterialize.com
• Contact Form: trymaterialize.com/contact-us

Materialize is committed to a seamless delivery experience. We appreciate your trust in shopping directly from America’s leading certified manufacturers via our platform.