Shipping, returns and refunds

Shipping

Every order is printed for you, then checked, boxed and shipped. Your order page shows each step: queued, printing, printed, packed, shipped and delivered. When it ships, you get an email with the tracking number.

Checkout shows where we can ship to, the shipping cost and the delivery estimate before you pay. If we can’t ship to your address, checkout tells you before you are charged.

Print time depends on the model and on how many orders are ahead of yours. Your order page shows your place in the queue and, once printing, the time left.

Cancelling an order

You can cancel for a full refund at any time before your print starts. Once a printer has started it, the plastic is used and the order can’t be cancelled.

Returns

Prints are made to order from your file, so we can’t take them back if you change your mind. If something is wrong with what we sent, read on: we will put it right.

Damaged, faulty or wrong prints

If your print arrives broken, has a printing fault, or isn’t what you ordered (wrong model, material or color), tell us within 14 days of delivery. Send your order number and a photo or two through our contact page. You don’t need to send the print back unless we ask.

We will reprint it and ship it again at no cost. If a reprint isn’t possible or you’d rather not have one, we refund it in full.

A printing fault means things like layers splitting, missing sections, or warping that changes the shape. Fine layer lines, small marks where supports were removed, and slight color variation between batches are normal for 3D printing and aren’t faults.

When the model itself is the problem

We print the file as it was designed. If a part doesn’t fit or work because of the model’s design (for example, tolerances that are too tight), that isn’t a printing fault. Get in touch anyway: we will help you work out what to change, and we can reprint at the normal price.

Lost parcels

If tracking shows no movement for a long time, or the parcel is marked delivered but you don’t have it, contact us. Once the carrier confirms it is lost, we reprint or refund it in full.

How refunds are paid

Refunds go back to the card you paid with, through Stripe. They usually appear within 5 to 10 business days, depending on your bank.