Shipping, delivery and order status

Where is my order?

Most questions have one of three answers, and the quickest way to find yours is to check what you have received so far.

You get	When
Order confirmation email	Immediately after you order
Invoice	When the order ships
Tracking number	When the order ships

No invoice or tracking yet is normal

Invoices and tracking numbers are generated the moment a parcel is handed to the carrier, not when you pay. If you ordered recently and have neither, nothing has gone wrong - your order simply has not shipped yet.

Charged but no confirmation email at all?

That is different, and we want to know. If your card was charged and no confirmation email arrived, contact us with the name and email you ordered under and we will find the order.

Is your order a pre-order?

When a kit is sold out we keep the listing open as a pre-order, and the listing says so at checkout. Pre-orders are paid immediately and ship in batches as stock arrives, so the wait is longer than for an in-stock item.

If your order contains a pre-order item, the whole order waits for it. You will get the invoice and tracking as soon as that batch ships, without needing to ask.

Where your order ships from

Destination	Ships from	Service
United States	Our US warehouse	Domestic carrier
European Union	Our EU warehouse	Domestic EU delivery
Everywhere else	Switzerland	Spring GDS standard, or FedEx if you chose express at checkout

EU orders now ship from inside the EU

We moved EU fulfilment to a warehouse in the EU in 2026. EU orders no longer cross a customs border, so there are no import duties or handling fees on delivery, and every cost is shown at checkout. Delivery is faster than when these orders left Switzerland.

We are still ramping up the EU warehouse, so an EU order may occasionally take a little longer to be processed before it ships.

How long delivery takes

• US and EU orders are domestic shipments and arrive within normal national delivery times.
• Rest of the world, standard (Spring GDS): roughly 10 to 21 days, depending on how quickly the destination’s customs clears the parcel.
• Rest of the world, express (FedEx): roughly 5 to 7 days.

These times start when the order ships, not when you place it. Shipping cost depends on destination and basket, so it is calculated at checkout.

Reading your tracking

Orders leaving Switzerland on the standard service travel with Spring GDS. These show as carrier “Other” with a tracking link at aftership.com, and report scan events only, not live status. We see exactly what you see, so if the link has not updated, we have no extra detail to give you.

What is normal:

• A pause of a few days while a parcel moves between countries.
• “In customs check” or “held at customs” - routine for non-EU destinations, and it usually clears on its own.
• “Awaiting collection” - your local postal service has it and is holding it for pickup.

What is not normal:

• A full week with no movement at all. Tell us with your order number and we will chase the carrier.

Customs, duties and taxes

EU orders ship from within the EU. Nothing to clear, nothing to pay on delivery.

Non-EU orders ship from Switzerland and are priced in Swiss francs. Your country may charge import VAT or duty when the parcel arrives. That is collected by the carrier or your postal service, not by us, and it is not part of what you paid at checkout.

Changing an order

Before an order ships we can usually still change it - a shipping address, or swapping to the kit for a different printer model. Contact us as early as you can, with your order number.

Once a parcel is with the carrier we can no longer change the address, and a cancellation may not reach our fulfilment partner in time. If something ships that you had cancelled, keep the parcel unopened and get in touch: we will send a return label and refund it once it is on its way back.