Shipping policy

Shipping policy

The seller and the sender of the parcels is Mensa Poland Sp. z o.o. (Mensa3d), ul. Jasińska 13, 62-020 Swarzędz, Poland. Contact regarding shipping: hello@mensa3d.com, tel. +48 514 313 477 (Mon.–Fri. 9:00–17:00).

1. Delivery area

We fulfil and ship orders within the territory of Poland. We send parcels from our own warehouse in Swarzędz, near Poznań — we do not use dropshipping or shipping from abroad, so your parcel usually reaches you within one day of dispatch.

If you need delivery outside Poland, write to us at hello@mensa3d.com — we will prepare an individual quotation.

2. Delivery methods and costs

Paczkomat InPost (InPost parcel locker) — 13.99 zł
Courier (DPD or InPost) — 16.99 zł
Orders from 200 zł — delivery 0 zł (parcel locker or courier, your choice)

The amounts stated include VAT. You choose the delivery method in the basket, and its cost is shown before you make the payment — we do not add any charges after the order has been placed. We do not add packing or handling fees to the parcel.

We pack filament in a box matched to the number of spools, and we secure the spools against moving in transit. We send an order for several spools in a single parcel, if its size allows.

3. Order processing time

Orders for products available in stock are picked and dispatched within 1–2 business days of the payment being credited. After dispatch, the parcel is usually delivered on the next business day — the total waiting time is most often 2–3 business days.

Business days are Monday to Friday, excluding public holidays. Orders placed on Friday afternoon, at the weekend or on a public holiday are prepared on the next business day.

Delivery times quoted by carriers are indicative and are beyond our control. Irrespective of them, the maximum order fulfilment period is 30 days from conclusion of the contract; if it were to prove impossible to meet that period, we will inform you and you may then withdraw from the contract and receive a full refund of the amount paid.

4. Pre-order products

We offer some materials on pre-order, before they arrive at our warehouse. For such a product we always state the planned dispatch date — you will find it in the description on the product page.

If that date were to move, we will inform you by e-mail. You may then wait for the goods or withdraw from the order and receive a full refund of the amount paid, including the cost of delivery.

An order covering products available immediately together with a pre-order product is shipped as a whole, once we have assembled all the items. If you would prefer to receive the available part earlier — write to us and we will split the shipment at no additional cost to you.

5. Tracking your parcel

After the parcel has been dispatched you will receive an e-mail from us with the tracking number and a link to the carrier's website. The carrier also sends its own SMS or e-mail notifications — in the case of a Paczkomat InPost parcel locker this will be the collection code.

The tracking number sometimes only becomes active a few hours after dispatch, following the first scan at the sorting centre. If the status does not change for two business days, write to us — we will check the parcel with the carrier.

6. Damaged or incomplete parcels

If the parcel arrived damaged, or its contents do not match the order, write to us at hello@mensa3d.com and attach photographs of the packaging and of the contents. We will consider the report without undue delay and agree with you on a replacement, a re-shipment of the missing item or a refund.

You may — but you do not have to — draw up a damage report with the courier. The absence of a report does not deprive you of your right to complain and is not a condition of the complaint being considered; it merely makes it easier for us to pursue claims against the carrier.

7. Uncollected parcels

Please collect a parcel from a Paczkomat InPost parcel locker within the period indicated by the carrier (as standard 48 hours), and a courier parcel — on the agreed delivery date. An uncollected parcel returns to our warehouse.

We treat the return of an uncollected parcel as notification of an intention to withdraw from the contract, and we refund the amount you paid in accordance with the Returns and Complaints Policy. If you would prefer to receive the goods despite the unsuccessful delivery, re-shipment involves a new delivery cost, which we will agree with you in advance.

8. Returns

You have 14 days to withdraw from a contract concluded at a distance, without giving a reason. We do not require the original packaging, labels or an RMA number. You will find the detailed rules, the return address, information on the cost of sending goods back and the model withdrawal form in the Returns and Complaints Policy, available in the shop footer.

9. Contact

Please direct questions about delivery, parcel status or international shipping to hello@mensa3d.com or to +48 514 313 477 (Mon.–Fri. 9:00–17:00). We reply within one business day at the latest.