Here you will find all of the information you’ll need about our customer service and post order information.
Modifying your order
Modifying or adding objects to your order
Once you have completed your order on our online 3d printing service, it will no longer be possible to modify the objects or to add supplementary objects.
Canceling Your Order
If your object has begun to be the 3D printing process, it will no longer be possible to cancel your order. The delay between order validation and the start of the 3D printing process is often very short, though it can vary depending on the 3D printing queue and the material chosen.
Your order can be canceled only when its status is “Queuing”. Our 3D printing process is carried out in multiple steps, from 3D file analysis to 3D printing, and finally to finish. Once the object moves to “3D printing” it is no longer possible to cancel the order or object, as your 3D file has already been sent to our 3D printer.
To find the status of your order, simply go to the order tracking page.
Tracking your order
Understanding your order status
To find your order’s status, simply go to the order tracking page.
Tracking Delays
We do everything we can to ensure that your order arrives as fast as possible. However, there are rare cases in which the arrival date does not match the date indicated at the checkout process. If such a situation arrives, please excuse any inconvenience and feel free to contact us for further explanation.
The dates indicated at checkout are calculated automatically, taking into consideration the current queue of objects in our professional 3D printers and the size of your object.
Problems with your 3D Printed Model
Unprintable Model
If your model has parts that are too thin, too fragile or run a high risk of breaking, the object is considered unprintable. If this is the case, you will receive an email explaining the situation, and a refund of your object will be placed into your Google Pay account.
If you would like to 3D print your object despite our recommendation not to, send us an email at 3dartefacts@gmail.com or send us a message using our contact form.
Defective Products
Your object undergoes multiple quality checks before it is dispatched. If your received object is defective, you have 30 days from the delivery date to contact our customer service team at 3dartefacts@gmail.com; we will reply to you within 24 hours.
In the case of an incorrect 3D print, you will need to communicate the following information about the incorrectly 3D printed product:
- Order Number
- Model Name
- Material
- Photographs of the object and of the parcel in which you received the object.
Even with the above information, our customer service may ask you to return the object for examination. If the defect was a fault of 3dartefacts, our customer service team will reprint the object correctly and send it to you. Note however that objects that you have just changed your mind on can not be returned.
Haven’t found the information you’re looking for? Contact us using our contact form. We’ll get back to you.
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