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Customer Service
- Contact Us
- If you would like to contact customer service, please use the Contact Us page which will direct it to the proper place. We'll try and respond as quickly as possible. We attempt to return emails within two business days, but sometimes it takes longer. If we have not responded to your email instantly, sending us a second email in all caps will not speed up the process.
- Shipping & Delivery
- We're a small company and don't necessarily get to ship an order the day it is ordered. We make no guarantee of same-day shipping. Make sure to add 2-3 business days to allow for processing when you place your order, in addition to the time it takes for the box to get to you once it has shipped. You can check order status by logging into your account, and once your order is shipped you will receive an email or two with any tracking information available. UPS service guarantees are suspended if delays are caused by bad weather or other disasters. We cannot refund package shipment fees if arrives late due to snow or other excluded events as per UPS anywhere along your package's route. Meteors, natural disasters, aliens, terrorism, etc...
- Check the description of your items for lead times. Some products have lead times of up to 7 weeks. Your package will be shipped out when everything is available to be shipped out. We don't split orders into multiple shipments. Shipping costs are calculated during checkout and you can choose from a variety of options. You are responsible for any VAT, tariff, duty, taxes, handling fees, customs clearance charges, etc. etc. required by your country for importing consumer goods! In many countries the VAT may be as high as 20%! Sometimes, when shipping with the postal service (USPS) they'll forget or ignore the VAT but sometimes you will have to pay the deliveryman or send a check or similar to the local customs office. There is no way for us to predict your country's customs/fee habits, so be prepared to pay full VAT on the fully declared value of your order as well as any customs fees your countries postal system may charge you! Keep a printout of your email receipt as you may have to send a copy to your customs office.
- We cannot be held responsible for damaged, lost, or stolen packages.
- Since our shipping system is automated, we cannot falsify customs forms so please don't ask.
- Privacy & Security
- We value your privacy as dearly as our own. We use Paypal and Google Checkout as our payment processors, so you never have to give your financial information to us which makes it safer for you and less worry for us.
- Returns & Replacements
- We can only accept returns of unopened kits and products, within 14 days of receipt. Return shipment is the responsibility of the customer. All returns are credited as store credit upon receipt and a restocking fee will be deducted from the credit. RMAs are required for returns, contact us before returning any package!
- Invoices / Institutional Orders
- If you are ordering for an institution such as a University or Government Agency that does not allow the use of Paypal, or you require an invoice to be generated before sending payment in the form of a check, have no fear. Simply place your order here on the online store, select the 'Pay by Check' payment option, and then you can use the order confirmation as your invoice. We will withhold shipment until payment is received. If you need to receive the shipment before payment, please contact us and we can work out the details. Please note that all checks must be drawn on a U.S. bank. We are unable to accept checks drawn on a non-U.S. bank.
- Warranty Information
- MakerBot Industries strives to provide accurate descriptions and high quality merchandise. If you have any problems with your order, please let us know as soon as possible! We will do everything in our power to make it right. Any reports of problems with an order shipped more than 14 days ago cannot be serviced. All merchandise returns for a refund or credit must be within 14 days in new, resalable condition.
- Cancelling An Order
- Please Note: It may not be possible to cancel your order once it is submitted.
If you need to cancel an order, and that order is still in the New Order or Invoice Printed status, Contact Us immediatly. Due to normal variations in shipping speed, your order may have moved out of a cancellable status by the time we get the email. If that is the case, it will not be possible to cancel your order, despite your timely notification of cancellation.
To avoid any trouble, please make sure you want everything in your cart before clicking 'Submit'.
- Sales Tax
- All orders with a New York shipping address will include New York sales tax on the merchandise portion of your order, unless you provide us with proof of tax exempt status. Tax is calculated based on the shipping zip code.
MakerBot Industries will be closed the following days in 2012. No orders will ship these days because the postal services don't show up at our doorstep, but you can still order through the website as usual.
- New Years - Monday, January 2
- Memorial Day - Monday, May 28
- Independence Day - Wednesday, July 4
- Labor Day - Monday, September 2
- Thanksgiving Day - Thursday, November 22
- The day after Thanksgiving Day - Friday, November 23
- Christmas Day - Tuesday, December 25