Shipping policy
Every item is made to order and 3D printed in our studio. We want to be upfront about how long things take so you know exactly what to expect.
Processing Time
All orders will ship in 2-4 weeks. This is the time we need to properly create your piece. You will receive a shipping confirmation with your tracking number once your order is on its way.
Shipping
We currently only ship within the Asia-Pacific. As a small business, international shipping is not yet operationally viable for us due to the costs and complexity involved.
If you're based outside our shipping region and are happy to cover the shipping costs, please contact us at hello@makeandmatter.store. We'll be happy to explore a custom shipping arrangement and provide a quote based on your location.
Customs, duties and import tax
For orders shipped outside Singapore, your order may be subject to import duties, taxes (such as VAT or GST), and customs handling fees. These are set by the customs authority in your country, not by makeandmatter, and are not included in the price of your order or in your shipping cost at checkout.
Any such charges are the responsibility of the customer and are collected by the courier or your local customs authority at the time of import or delivery. This is standard practice for international shipping and applies regardless of the order value.
Because these fees vary by country and can change without notice, we're not able to tell you the exact amount in advance. If you'd like an estimate, we recommend checking your country's customs website before ordering.
If a package is refused or abandoned due to unpaid customs charges, we're unable to offer a refund for shipping costs, and any return shipping or disposal fees charged by customs may be deducted from your refund.
Tracking
All orders ship with tracking included. You will receive your tracking number by email once your order has been dispatched. You can use this to follow your parcel every step of the way
Lost or Delayed Parcels
If your parcel has not arrived within the estimated timeframe, please reach out to us at hello@makeandmatter.store with your order number. We will open an investigation with the courier and do our best to resolve the situation as quickly as possible.
Incorrect Address
Please double-check your shipping address before placing your order. If you notice a mistake, contact us immediately at hello@makeandmatter.store. Once an order has been dispatched we may not be able to make changes, and any redelivery costs will be the responsibility of the customer.
We're a small team and we appreciate your patience. If you have any questions about your order, we're always happy to help.