Help / FAQs



My Order
  1. How do I download my PDF?

    You will be emailed a link to download your PDF. This link will be automatically be sent after your order has been processed.  If you do not receive this link, please drop us a line at help@makershed.com.

  2. Has my order shipped?

    Click the "My Account" link at the top right hand side of our site to check your orders status. Most orders ship within 24 hours but some may take up to 72 hours to process depending on volume of orders received in any given day. An email is automatically sent with tracking information once your order is shipped. Please note: Some items on your order may be drop shipping separately, please check the product page of those items (eg: Printrbot, Afinia, etc.) for delivery times, some items may take up to 4 weeks and tracking may not be available immediately. Please contact help@makershed.com with any questions.

  3. How do I change quantities or cancel an item in my order?

    All orders are processed the following day from order placement. For example if you placed an order Monday, your order would be processed on Tuesday (weekends, holidays and order volume are the exception, during the holiday season your order may take and extra day or two to process). Order quantities and items cannot be edited on your completed order; if you would like to cancel your order please call us at 877-306-6253 before 10AM PST the business day following your order. As our process has been streamlined to maximize order throughput, there are no guarantees that your order can be cancelled before shipment, but we will make every effort to accommodate you. Please note that once an order has been shipped, the order is no longer editable.

  4. How do I track my order?

    When your order ships, you will receive an email with tracking information. Please note: Some items on your order may be drop shipping separately, please check the product page of those items (eg: Printrbot, Afinia, etc.) for delivery times, some items may take up to 4 weeks and tracking may not be available immediately. Please contact help@makershed.com with any questions.

  5. My order never arrived.

    Although we take special care during packing to insure the safe arrival of your package, shipping accidents and damage can occur. Maker Shed is not liable for packages damaged or lost in transit. We cannot issue a refund for items lost or damaged in transit. Should the package arrive to you deformed or damaged, please contact the carrier for a refund. The toll-free number for FedEx is 800.463.3339. Email us at help@makershed.com and we will help provide any information we have to help in your claim. Please note, for packages marked as delivered by carrier, but not in the customers possession, Maker Shed is not liable for. Please make note to carrier if you will not be home to take delivery, with any special instructions or provide a safe place to leave your package, we are not responsible for package theft once it is delivered to your address or building.

  6. An item is missing from my shipment.

    Please note: Some items on your order may be drop shipping separately, please check the product page of those items (eg: Printrbot, Afinia, etc.) for delivery times, some items may take up to 4 weeks and tracking may not be available immediately. Please contact help@makershed.com with any questions regarding i.

  7. My product is missing parts or is defective

    Our vendors do their best to insure that your kits have everything needed and advertised to complete without delay, but occasionally mistakes happen and a part gets left out or are defective. If you have a defective part or can't find a part and have checked all contents carefully (sometimes fragile parts are placed inside a battery case to prevent damage for example) please email customer service at help@makershed.com with your order number in the subject line and the part that is missing/defective listed in your email. Thanks!


My Account
  1. How do I create an account?

    Click the Login link in the upper right-hand corner of our site or the by clicking the Login/Register link in the footer. Then click the "Create A New Account" and simply follow the prompts to complete setting up your account.


    Your information is NEVER sold to any other company and is kept completely private. Please view our Privacy Policy for more information.

  2. How do I edit my account information?

    Click the My Account link in the upper right-hand corner of our site.

  3. I forgot my password.

    Click the My Account link in the upper right-hand corner of our site. Under the Password entry field, click on the link that says "Forgot your password?". Enter your email address and click Submit, and you will be sent an email with instructions on resetting your password.


Returns
  1. I received the wrong product.

    Occasionally mistakes happen, if you have received the wrong product, please contact customer service at help@makershed.com or call 877-306-6253 or 707-639-1355 within 72 hours of receiving the product and we will be happy to help remedy the situation.

  2. How do I return an item?

    Check out our returns policies and procedures here.


Guarantees
  1. Privacy Policy
    We value your privacy. Please view our Privacy Policy for complete details on how we use the information we collect.

  2. Security
    This website is protected with SSL (secure socket layer) encryption, the highest standard in Internet security.

Pricing and Billing
  1. What forms of payment do you accept?

    We currently accept Visa, Mastercard, American Express, Discover and PayPal Express. If none of these methods are available to you, please contact Customer Service for options at 877-306-6253 or 707-639-1355, or by email at help@makershed.com.

  2. Do I have to pay sales tax?

    We currently only collect tax in CA, as it's the only state we have a physical presence in. Orders placed in other states will by default not be charged tax.


    If you are in CA, and are tax-exempt, please email your non-profit verification (501 c3 or equivalent) to help@makershed.com for us to set up your account as exempt. Make sure to include the email address the account is under. If you do not have an account, you can create one here.

  3. I have a question on my charges.

    Click the My Account link in the upper right-hand corner of our site to review your orders. You may compare your order history on our website with your financial records.


    If you have further questions or concerns, please contact customer service for further assistance at help@makershed.com with your order number in the subject line.

  4. How can I print a copy of my receipt/invoice?

    Please contact help@makershed.com if you require an invoice for your purchase. 

  5. When will my credit card be charged?

    Your credit card will be charged at the time your order is processed. While we try to process orders the day after they are received, please allow 1-3 business days for processing, especially at peak times and following weekends. Time to delivery is in addition to processing time.


Gift Certificates & Coupons
  1. How do I purchase a gift certificate?

    To purchase a gift certificate for someone, click here. Gift certificates are only available in denominations of $10, $25, $50, and $100. 


    Please Note:
    Gift certificates are currently unavailable for international orders. We hope to be able to offer them soon.

  2. How do I redeem a gift certificate I received?

    After adding items to your cart, you will be prompted for a billing/shipping address. After completing this page, you will see an entry field that says "Have a gift certificate? Enter it here:". Enter your gift certificate alphanumeric code and click Apply.

  3. How do I use a coupon?

    After adding items to your cart, you will be prompted for a billing/shipping address. After completing this page, you will see an entry field that says "Have a coupon code? Enter it here:". Enter your coupon code and click Apply. Please note that most coupon codes are not able to be used with other discounts.


    Maker Shed reserves the right to discontinue, revoke or not honor any coupon codes due to failure to comply with coupon stipulations on the part of the customer or any and all computer related errors. Customers may be advised by email prior to shipment and payment receipt if there are any errors in their order, at which time the customer and/or Maker Shed can choose to cancel the order. By submitting your order you agree to all terms set forth above.


Education
  1. Do you accept Purchase Orders?

    We accept purchase orders from educators for orders over $500 (US-Only Currently). Orders under $500 must be paid with credit card or prepaid with a check. Payments on PO orders are due within 30 days. You can download a copy of our W-9 here.


    Purchase orders should be emailed to help@makershed.com.


    Before submitting your purchase order, please make sure your PO includes the following:

    1. Authorized signature
    2. Instructions for out of stock item(s)
    3. Date needed (Note: Please allow at least 3-5 days for processing. Time to delivery is in addition to processing time. Unless otherwise specified, we will select the least expensive, trackable shipping option for you, typically FedEx Ground. Please see the Shipping Information and Guidelines page here for delivery options.

    Confirmation emails are sent when the order is placed & another email is sent when the order ships.


    We currently only collect tax in CA, as it's the only state we have a physical presence in. Orders placed in other states will by default not be charged tax. If you are in CA, and are tax-exempt, please email your non-profit verification (501 c3 or equivalent) to help@makershed.com.


    For faster order service you can also order directly with a credit card at makershed.com. See below for information on our Education Discount.

  2. Do you offer an Educational Discount?

    The Maker Shed is enthusiastic about helping schools and teachers. We offer a 10% discount for educators on many products (US-only currently). To request the education discount, please email help@makershed.com.


Reselling Make Products
  1. Affiliate Program

    We are currently developing an Affiliate Program and hope to roll it out in 2014. For inquiries, please e-mail help@makershed.com.