Every parcel goes out from the Netherlands with PostNL and has track & trace. Items in stock, including ready-made and one-off pieces, ship within 2 working days; prints made to order ship as soon as they are printed, usually within 2 working days. Shipping costs appear in your cart once you enter your address, shipping within the Netherlands is free when the physical items add up to €50 or more, and you get the tracking link by e-mail.
The summary is for convenience; the full text below is what applies.Carrier and tracking
We ship every parcel from the Netherlands with PostNL, with track & trace. When your order ships you receive the tracking link by e-mail. If you have an account, you also find it under My account → Orders.
Where we ship
We ship from the Netherlands to almost every country in the world. The shipping cost for your address is calculated in your cart and at checkout, before you pay.
If no shipping option appears at checkout for your country, we cannot ship there yet. Send a message to contact@matrix3d.shop and we see what is possible.
Shipping costs
The shipping cost depends on the size and weight of your parcel and where it goes. It is calculated automatically in your cart and at checkout once you enter your address, so you always see it before you pay.
Within the Netherlands, shipping is free when the physical items in your order add up to €50 or more (after any discount). Free shipping from €50 applies to orders in our web shop; a quote states its own shipping cost.
When your order ships
- Items in stock ship within 2 working days after payment. These include ready-made pieces, which we sell from stock only, and one-off pieces (marked “One of a kind”); the product page shows whether an item ships from stock or is printed to order.
- Prints made to order are usually printed within 2 working days; the product page shows the lead time for each item. We ship as soon as the print is ready and checked.
- Travel time with PostNL is usually 1–2 days within the Netherlands, 3–6 days within the EU and 5–14 days to the rest of the world.
The estimate on the product page and at checkout is leading. We deliver within 30 days of your order at the latest, unless we agreed otherwise. If we cannot make that, you may cancel the order for a full refund.
Digital products
3D model downloads and software licence keys are not shipped. You get them right after payment: the download link or licence key is in your order e-mail, on the order confirmation page and in My account.
Customs and import charges outside the EU
For parcels to countries outside the EU, such as the United Kingdom, Switzerland, Norway and the United States, the destination country may charge import duties, import VAT and handling fees. These are paid by the recipient and are not included in our prices or shipping costs.
Lost or damaged parcels
Until the parcel is delivered to you, the risk is ours. If a parcel gets lost or arrives damaged, tell us: we handle the claim with PostNL and, whichever you prefer, send you a replacement or refund your money. A ready-made or one-off piece cannot be printed again: we then refund you in full for that piece, including the shipping cost of your order, or, if you prefer, send you another one from stock or a comparable item, if we have one. For damage, a photo of the parcel and the item helps.
If a parcel is stuck with the carrier in your country, information from your local post office can help us find it faster, but sorting it out is our job, not yours.
Questions
Questions about shipping? E-mail contact@matrix3d.shop with your order number.