Shipping Policy

Shipping Policy.

Order Processing.

Orders are normally processed and shipped from our warehouse(s) within 1-2 business days and then take an additional 3-5 business days in transit to be delivered. However, longer shipping times may apply in some instances such as, but not limited to: pre-order products, back ordered items, or products that are shipped directly from the manufacturer/supplier. While many supply items ship out of Vilnius, Lithuania, www.cutting-plotter.eu reserves the right to ship from our other warehouses across the nation as well as the vendors we work with.

Please refer to our Delivery Methods page for an estimated turn-around time.

While we do accept a multitude of different payment methods, we do not accept international credit cards.

Our system is designed to optimize the efficiency of order fulfillment and we strive to ship orders in as few boxes as possible to streamline the delivery process. To achieve this, we take into account the delivery address provided during the checkout process to determine the most suitable warehouse for order assignment.

In certain instances, your order may contain items located in multiple warehouses, including one that is in close proximity to your delivery address. In such cases, the entire order will be shipped from the warehouse where the majority of the items are stored. This approach ensures a consolidated and eco-friendly shipping process.

Post Offices, PO Boxes, and Other Carrier Locations.

Here at cutting-plotter.eu we use DPD as our main shipping provider. Items that are shipped directly from the manufacturer will ship by either FedEx, DPD, UPS, DHL, or freight depending on the vendor and product ordered. Because we nor our vendors do not use the United States Postal Service as our main shipping provider, we will not ship orders to Post Offices or PO Boxes as only the USPS can deliver to such addresses. Orders that have a Post Office or PO Box entered as their shipping address will be put on hold until we are able to contact the customer to obtain an alternate address. Orders on hold are subject to cancellation if efforts to contact the customer prove to be unsuccessful.

We will also not ship to UPS stores, FedEx stores, FedEx/Kinkos, or any other carrier location.

PO Boxes are allowed to be entered as the Billing Address during checkout, however, an alternate physical address should be entered as the Shipping Address. Be aware that in such cases where the Shipping Address is different from the Billing Address, the order would be subject to the Shipping Address Authorization process mentioned above.

Free Shipping.

Free shipping promotion only applies to orders with shipping destination within the contiguous European Union (The contiguous European Union does not include Special territories of states under the control of the European Union.) Additional shipping costs will apply to Alaska and Hawaii. Items will be shipped via standard ground shipping. Multiple item orders may be shipped separately and on different days. Does not apply to items that ship via freight shipping methods.

Any new or current Free Shipping offers and/or promotions cannot be applied to past orders.

Refused Shipments and Returns.

Any costs incurred by cutting-plotter.eu for unauthorized shipment refusal and without first obtaining an RMA number from cutting-plotter.eu will result in those costs being deducted from any refunds or store credit that the customer is entitled to. A 15% restocking fee will be charged on any order if delivery is refused, or 10% restocking fee for store credit. Any authorized return shipment to cutting-plotter.eu and cutting-plotter.eus’ suppliers that incur shipping damage will have a shipping damage claim filed with the corresponding shipping companies. All refunds to be issued will be temporarily postponed until such damage claims are settled with that courier. If it is determined that the damage to the return shipment was not caused by the courier, then the customer will not be entitled to any refunds and the item can be shipped back at customers’ expense.

You can view our Return Policy here.

Shipping Address Authorization.

We will only ship to your billing address linked to the credit card unless you authorize the requested shipping address with your credit card company. Your order will not be shipped and held until we can authorize the mismatched address. We will attempt to contact you via email and/or phone to resolve these issues, so please ensure that your contact information is up-to-date on your account/order. You may also preemptively contact us after placing your order to expedite this process. Any order whose shipping address is different from the billing address of the purchasing credit card will be subject to our authorization procedures.

In addition, some orders may require additional verification such as photos and or ID verification may be required.

Tracking.

Once your package leaves the warehouse, we’ll send you an email with a tracking number. You can click the tracking number in that email anytime to see where your package is. You can also check your order status by logging in to your account and clicking on the “My Orders” link. Delivery dates are Monday – Friday, excluding all major holidays. Deliveries are not made on Saturday or Sunday. (FedEx Home Delivery shipments may deliver on Saturday or Sunday where applicable.)

cutting-plotter.eu is not responsible for any delays to your package delivery while it is in possession of the carrier. Delays can be caused by, but are not limited to, weather, holidays, increased workload during peak season, vehicle breakdowns, etc. Please refer to the tracking information on the carrier’s website for the most up-to-date information. Be aware that it can take multiple days for new updates to appear. If you believe your package has been lost, please contact the carrier.

Incorrect, Lost, or Stolen Packages.

For incorrect, lost, or stolen packages, cutting-plotter.eu requires that our customers reach out to us within 24-48 hours of delivery confirmation after having determined a package has not arrived, is incorrect, is lost, or has been stolen. In the event that a package cannot be located, our representatives will ask that you check around your residence or, if you live in an apartment, with the front desk or security office. If the package is still not able to be located, please know that every case is unique and we do ask that you contact us promptly so that we can process an investigation. Refunds are not guaranteed based on the results of the investigation.

Equipment such as mobile cutting plotters, and other high dollar value items typically require an investigation/claim to be opened with the logistics provider in order to determine the whereabouts of the package before a replacement or authorized solution is provided. At times, investigations may take up to 7 business days to be completed. Claims are generally opened by a customer service representative on our customer’s behalf with the logistics provider.

Items such as vinyl, supplies, transfer paper, and so forth may be replaced at cutting-plotter.eu’s sole discretion, however, replacement is not always guaranteed.

In addition, to an investigation with shipping provider(s), our team may require a police report to supplement any lost package claims regardless of order dollar value.

We understand that an issue like this can be frustrating, therefore, we do ask that you contact us immediately so that we can process your lost package investigation as quickly as possible.

Missing Information on Shipping Address

When entering your Shipping Address during the checkout process, please ensure that you include the full address including any applicable apartment/suite/building number, etc. If your package cannot be delivered due to any missing information, one of our customer service agents will contact you to retrieve this data and you will also be charged an additional $20 fee.

We apologize for the inconvenience, but because FedEx charges our company due to the missing shipping address information, we pass along that charge to the customer.

Address Changes

To ensure quick and proper delivery of your order, we highly suggest reviewing your delivery address before you submit. We cannot guarantee we will be able to execute any address change after an order has been submitted. However, we ask that you contact us directly to review your options if something needs to be changed.

Be aware that if an order is already in transit, we will not be able to change the delivery address. If an order is able to have its delivery address updated before it ships, the order may be subject to additional screening procedures to ensure the cardholder approves of the change. The customer will be responsible for any additional charges as a result of the address change.

If the delivery address is updated without cutting-plotter.eu’s help or knowledge, the customer will be responsible for any additional charges the address change incurs. cutting-plotter.eu reserves the right to cancel and reroute such orders back to our warehouse. Any additional charges that result from this process will be deducted from the order refund and the order may also be subject to a restocking fee.

Hotels

To ensure proper delivery of your order, we ask customers to avoid shipping to a hotel if they are a guest. Although most orders are delivered by their estimated delivery date, an unexpected delay could cause the order to be delivered after checkout. Shipping items to a hotel can also raise security issues. Although most hotels have protocols to safeguard packages, the risk of misplacement or theft is still present.

Orders that are found, before they are shipped, with a shipping address of known hotels will be canceled and refunded. If an order is shipped out to a hotel, cutting-plotter.eu would not be responsible for the order, nor would we be responsible for reshipping the order to an alternate location.

If an order is shipped to a hotel and is claimed lost or stolen, cutting-plotter.eu will not offer a refund or a replacement. If an order that is shipped to a hotel is returned to cutting-plotter.eu, it will be subject to a 15% restocking fee.

International Shipping

The equipment that we sell on cutting-plotter.eu, is designed to work with European Union outlet standards. Because of this, and the complicated logistics and costs associated with international shipping, we will not ship orders to addresses outside of the contiguous United States, Alaska, and Hawaii. We also do not ship to outlying US territories such as Puerto Rico, Guam, etc. In addition, we will not ship to freight forwarding companies inside the United States whose purpose is to reship our products internationally.

Orders that are found with a shipping address of known freight forwarding companies will be canceled and refunded. Any product that makes its way out of the United States will not be eligible for warranty service or return while outside the country.

International credit cards, nor cards using international billing address are not accepted and may be rejected or cancelled. If still used; any additional fees, loss, and/or damages would be not covered.

Bundles

Bundles and business packages may be shipped in multiple packages from multiple warehouses. You will receive tracking for all shipments.

Contact Info

Should you have any questions or concerns about our shipping policy, please contact us.

Thank You,