Sovol Help Center
FAQ
If any further questions, don't hesitate email us.
Where do you ship from?
Sovol EU primarily serves customers in Europe. We have our own warehouse in Germany, enabling us to deliver packages to your location at the fastest possible speed.
Will my order be split and shipped?
Usually, if you purchase a printer and other products such as accessories and filament, they will be split for shipment, so you may receive different packages at different times. Please pay attention to your order details.
What payment methods are supported?
Sovol supports payment via PayPal and credit cards such as Visa, Mastercard, American Express, and Discover.
If payment cannot be completed, please check whether the information is correct, change the payment method or try again with a different card.
How can I purchase accessories that are not listed on the website?
If you need to purchase a part for your 3D printer that we do not list, you can get support through info@sovol3d.com. Please include your printer model, the name of the component you need (preferably with a picture), your address, and the quantity you need.
Why is there no tracking information for my order?
In some rare cases, our warehouse in your country may be out of stock. In order to reduce waiting time, we will ship directly from the China warehouse. Although we provide a tracking number, there is no logistics flow information before the order clears customs, which takes about a week, but once customs clearance is completed, it can usually be delivered in 2-3 days.
How can I update my account information?
If you no longer wish to receive our marketing emails, you can click the "unsubscribe" link at the bottom of the email, and we will stop sending you marketing content. If you would like to change your email address or permanently delete your personal information, please contact us.
How long will it take to get my orders?
It depends on your location. In most cases orders are shipped from a local warehouse and can be delivered within 3-5 business days. Out of stock or overseas delivery can take 7-16 days. Delivery details will be provided in your confirmation email.
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Contact Us
If you have any questions, please get in touch.
Perhaps You Would Like to Know
Tracking Order
How to get my order's tracking number?
1. Check your email and text messages inbox to see if you have already received your tracking number, which is usually sent to you after 5 days of issuing your order confirmation.
2. If your order's tracking number as well as the delivery confirmation has not been updated. let us know，we will help to follow up with the carrier and get the update for you.
What if I don't receive my item, but the tracking shows it's been delivered?
1. Check if anyone else living there accepted the delivery. We fulfilled your items with the exactly shipping address given by you, and the carrier delivers directly to the given address.
2. Contact with the carrier for ensuring the tracking status. Shipping delivery confirmation will update when the package has reached a sorting facility, transit locations, or your local post office.
3. If it's ensured that the items have been lost and did not be recieved, let us know, we help to ask for compensation.
How long does it take to receive my order from the day of fulfillment?
Most orders will be shipped from our warehouse domestically. Note that some items will be shipped separately from different warehouse. You will get a shipping confirmation email with a tracking number for your shipment. Your shipment is carried out the shipping service you received. Delivery times are different across regions, usually it takes 2 - 5 business days.
*Delivery dates are only estimates provided by the carrier and may be affected by weather, national holidays, pandemic and some geographic locations.
Refund & Warranty
Shipping Policy
Shipping Time
Orders are usually processed within 48 hours after successful payment. Standard delivery typically takes 3–7 business days.
If an item is temporarily out of stock at our European warehouse, the order may be fulfilled directly from China.
On the accessories page, you may see two shipping options: China and EU. If only the China option is available, this means the item is temporarily unavailable at our European warehouse and will be shipped directly from China. Due to the additional time required for production, preparation, and international transportation, delivery may take longer. We sincerely appreciate your patience and understanding.
For customers in Norway, Switzerland, and Iceland purchasing the Sovol SV08 Max 3D Printer or SV08 Max Enclosure Kit, please note that these orders will be shipped directly from China. As a result, delivery may take longer.
Shipping Information
Shipping fees are calculated based on the destination country/region, product type, and total order weight.
Once you enter your shipping address, the final shipping fee will be automatically calculated and displayed at checkout. The information below is for general reference only. Please refer to the amount shown at checkout for the final shipping fee.
Shipping Fee Reference
| Country/Region | Shipping Fee | Weight |
|---|---|---|
| Austria, Belgium, Czechia, Denmark, France, Germany, Hungary, Italy, Luxembourg, Netherlands, Poland, Portugal, Slovakia, Spain | Free | 0–15 kg |
| €10 | 15.01–20 kg | |
| €20 | 20.01–25 kg | |
| Bulgaria, Croatia, Cyprus, Estonia, Finland, Greece, Iceland, Ireland, Latvia, Lithuania, Norway, Romania, Slovenia, Sweden, Switzerland | €5–€10 | 0–5 kg |
| €10 | 5.01–10 kg | |
| €20 | 10.01–20 kg | |
| €30–€40 | 20.01–25 kg |
Accessories & Small Items
For most European destinations, accessories and small items are eligible for free shipping.
Due to longer shipping distances and higher logistics costs, accessory orders shipped to the following destinations may incur a shipping fee of approximately €5–€10:
Bulgaria, Croatia, Cyprus, Estonia, Finland, Greece, Iceland, Ireland, Latvia, Lithuania, Norway, Romania, Slovenia, Sweden, and Switzerland.
The exact shipping fee will be automatically calculated at checkout based on the delivery address, order weight, and product details. Please refer to the amount shown at checkout for the final charge.
Large & Overweight Items
Certain large or heavy products may incur additional shipping fees due to their size, weight, or special shipping requirements.
In particular, SV08 Max and certain large product bundles are classified as oversized or overweight items. Any additional shipping fees are based primarily on the actual rates charged by the logistics carrier and are not additional fees imposed by the seller.
The exact cost is determined by factors such as package size, weight, delivery destination, and the carrier’s shipping rates, and will be displayed at checkout.
Thank you for your understanding.
Taxes and Customs Duties
Orders shipped from our EU warehouse to the following countries are generally not subject to additional customs duties upon delivery:
Germany, France, Spain, Austria, Poland, Czechia, Italy, Portugal, Sweden, Lithuania, Slovakia, Slovenia, Hungary, Netherlands, Luxembourg, Finland, Belgium, Denmark, Ireland, Romania, Greece, Croatia, Latvia, Bulgaria, Estonia, and Malta.
For orders shipped from our EU warehouse to Norway and Switzerland, customers may be required to pay customs duties, import taxes, or other applicable charges during customs clearance.
Please note that any applicable taxes, customs duties, or import charges are determined and collected by the local customs authority or relevant government agency, not by the seller. The exact amount depends on local regulations and customs policies.
If you do not wish to pay the applicable customs duties or import charges, you may choose to refuse the package. Once the returned package is received and confirmed by our warehouse, the order will be refunded in accordance with our refund policy.
How to get my order's tracking number?
1. Check your email and text messages inbox to see if you have already received your tracking number, which is usually sent to you after 5 days of issuing your order confirmation.
2. If your order's tracking number as well as the delivery confirmation has not been updated. let us know，we will help to follow up with the carrier and get the update for you.
What if I don't receive my item, but the tracking shows it's been delivered?
1. Check if anyone else living there accepted the delivery. We fulfilled your items with the exactly shipping address given by you, and the carrier delivers directly to the given address.
2. Contact with the carrier for ensuring the tracking status. Shipping delivery confirmation will update when the package has reached a sorting facility, transit locations, or your local post office.
3. If it's ensured that the items have been lost and did not be recieved, let us know, we help to ask for compensation.
How long does it take to receive my order from the day of fulfillment?
Most orders will be shipped from our warehouse domestically. Note that some items will be shipped separately from different warehouse. You will get a shipping confirmation email with a tracking number for your shipment. Your shipment is carried out the shipping service you received. Delivery times are different across regions, usually it takes 2 - 5 business days.
*Delivery dates are only estimates provided by the carrier and may be affected by weather, national holidays, pandemic and some geographic locations.
Shipping Time
Orders are usually processed within 48 hours after successful payment. Standard delivery typically takes 3–7 business days.
If an item is temporarily out of stock at our European warehouse, the order may be fulfilled directly from China.
On the accessories page, you may see two shipping options: China and EU. If only the China option is available, this means the item is temporarily unavailable at our European warehouse and will be shipped directly from China. Due to the additional time required for production, preparation, and international transportation, delivery may take longer. We sincerely appreciate your patience and understanding.
For customers in Norway, Switzerland, and Iceland purchasing the Sovol SV08 Max 3D Printer or SV08 Max Enclosure Kit, please note that these orders will be shipped directly from China. As a result, delivery may take longer.
Shipping Information
Shipping fees are calculated based on the destination country/region, product type, and total order weight.
Once you enter your shipping address, the final shipping fee will be automatically calculated and displayed at checkout. The information below is for general reference only. Please refer to the amount shown at checkout for the final shipping fee.
Shipping Fee Reference
| Country/Region | Shipping Fee | Weight |
|---|---|---|
| Austria, Belgium, Czechia, Denmark, France, Germany, Hungary, Italy, Luxembourg, Netherlands, Poland, Portugal, Slovakia, Spain | Free | 0–15 kg |
| €10 | 15.01–20 kg | |
| €20 | 20.01–25 kg | |
| Bulgaria, Croatia, Cyprus, Estonia, Finland, Greece, Iceland, Ireland, Latvia, Lithuania, Norway, Romania, Slovenia, Sweden, Switzerland | €5–€10 | 0–5 kg |
| €10 | 5.01–10 kg | |
| €20 | 10.01–20 kg | |
| €30–€40 | 20.01–25 kg |
Accessories & Small Items
For most European destinations, accessories and small items are eligible for free shipping.
Due to longer shipping distances and higher logistics costs, accessory orders shipped to the following destinations may incur a shipping fee of approximately €5–€10:
Bulgaria, Croatia, Cyprus, Estonia, Finland, Greece, Iceland, Ireland, Latvia, Lithuania, Norway, Romania, Slovenia, Sweden, and Switzerland.
The exact shipping fee will be automatically calculated at checkout based on the delivery address, order weight, and product details. Please refer to the amount shown at checkout for the final charge.
Large & Overweight Items
Certain large or heavy products may incur additional shipping fees due to their size, weight, or special shipping requirements.
In particular, SV08 Max and certain large product bundles are classified as oversized or overweight items. Any additional shipping fees are based primarily on the actual rates charged by the logistics carrier and are not additional fees imposed by the seller.
The exact cost is determined by factors such as package size, weight, delivery destination, and the carrier’s shipping rates, and will be displayed at checkout.
Thank you for your understanding.
Taxes and Customs Duties
Orders shipped from our EU warehouse to the following countries are generally not subject to additional customs duties upon delivery:
Germany, France, Spain, Austria, Poland, Czechia, Italy, Portugal, Sweden, Lithuania, Slovakia, Slovenia, Hungary, Netherlands, Luxembourg, Finland, Belgium, Denmark, Ireland, Romania, Greece, Croatia, Latvia, Bulgaria, Estonia, and Malta.
For orders shipped from our EU warehouse to Norway and Switzerland, customers may be required to pay customs duties, import taxes, or other applicable charges during customs clearance.
Please note that any applicable taxes, customs duties, or import charges are determined and collected by the local customs authority or relevant government agency, not by the seller. The exact amount depends on local regulations and customs policies.
If you do not wish to pay the applicable customs duties or import charges, you may choose to refuse the package. Once the returned package is received and confirmed by our warehouse, the order will be refunded in accordance with our refund policy.