POLICIES

For FDM (fused deposition modeling):

We require the following standards to be met for all printed parts unless otherwise authorized by the customer:

• A dimensional accuracy of ± 0.5% with a lower limit of ± 0.5 mm (± 0.020")

• Consistent surface finish with no bumps or delamination except those left by retraction and layer changing are acceptable.

• All support material removed.

• All parts to be printed with 20% infill unless otherwise agreed with the customer.

• All parts are to be printed with 3 outline / perimeter shells or a wall thickness of 1.2 mm.

• All parts have top/bottom thickness of at least 1mm

Please refer to our Quality Compass for more information.

Defects

If you feel we have failed to meet the standards above (or previously agreed upon specifications) or that the part(s) received is defective, please let us know by contacting our team at support@zlabs3d.com within 14 business days of receiving your order. Once we have received your complaint, we will review the specifics of your issue and will try to help resolve your issue as quickly as possible. Please note that we consider orders as accepted fourteen (14) business days after delivery or pickup and that disputes received outside of that time window will typically be considered invalid. Of course, there are exceptions and no matter what, we'll review on a case by case basis.

Please refer to our Quality Compass for more information.

Your Responsibility

• Accuracy of your model.

  • We will do our best to check every model for printability and some common sense checks but it is ultimately your responsibility to ensure the model is correct from exterior to the smallest internal feature. You will ultimately get what you send in!

• Let us know what you need.

  • This allows us to make the best judgement and recommendation for your print. Otherwise we will assume you're using our services for the common use case for your selected fabrication process.

    • For example, if a part leaks because you neglected to tell us it is a plug for a commercial water truck (not a recommended use case for many additive processes) this is not a valid defect/claim as we would've told you to buy an injected mold part.

Parts Broken In Shipment

We do our best to package parts in a manner that prevents breakage in shipment, however 💩 stuff happens!  If you receive parts that arrive broken, please contact us within five (5) business days from delivery to let us know.  In order to process your claim for reprints due to breakage in shipping we need the following:

• A picture of all broken parts

• A picture of the shipping label for each box with affected parts

• A picture of the side of the box

• Any additional pictures of the box showing damage to the box

Orders are typically processed and fulfilled 1 to 3 business days after purchase. Shipping times vary based on the carrier used, but typically are delivered within 7 business days of shipping date.

For Shop Purchases

We accept order cancellations before the order is in production or shipped statuses. For purchases made through our store (both in person and website), a full refund will be processed prior to the order being shipped. 

For 3D Printing Services

If printing has not started, we will provide a full refund for cancelled orders no questions asked. 

If a cancellation is requested after printing has started, all printed parts or any currently printing parts that have been running longer than 2 hours are non-refundable as material has been expended and printer time has been used. All parts that have not been printed will be refunded minus a cancellation fee (up to $10 max). 

Specification changes or model changes are subject to different terms. If this is a specification change any parts that require reprinting due to specification changes after production has started will be still invoiced (pricing is subject to case by case basis) with all unprinted parts at the new price subject to the specification changes. You can also choose to print remaining part counts in a new model/specification at the new price while leaving the old ones as-is.

It goes without saying, the faster the lead time service... the less time you have to cancel or change specifications due to the speed at which our team sends them to production.

If our team has contacted you regarding returning an item for exchange, per the policies above, send as follows:

Note your order number on the outside of the package and mail your item(s) to:

ZLabs3D - ATTN: Returns

4995 Buford Hwy, STE 105

Peachtree Corners, GA 30071

770-864-9419

You will be responsible for paying for your own shipping costs for returning your item. Depending on where you live, the time it may take for your exchanged product to reach you, may vary. If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item. 

Filament

Within 14 days of purchase (in store) or 14 days of delivery date, unopened filament can be returned for a full refund if it is in the same condition that it was shipped and completely within the sealed plastic wrapping inside the original packaging. We reserve the right to bill a restocking fee or reject refunds for filament returns that have been damaged, have the plastic sealed packaging punctured, or otherwise show excessive signs of exposure to humidity/excessive temperatures.

Opened, but unused, filament may be considered for returns with a $5 per item restocking fee if we find them to be eligible within 7 days of purchase (in store) or 7 days of delivery. Filament that has been opened and partially used is not eligible for returns. You will need to contact our team regarding an opened product to determine whether it is eligible for a return with a restocking fee.

To complete a return of an eligible product, we require a receipt or proof of purchase. Please contact our team for instructions on how to initiate a return of an eligible product and to get more information on where to ship it via support@zlabs3d.com.

Replacement Printer Parts

Unopened and unused replacement printer parts are eligible for a full refund. Opened and used printer parts are not eligible for returns.

3D Printing Services

There is no return policy for prints that pass our 3D Printing Quality Standards. What is printed is custom to you and thus all fully printed items are "final".

However, if there is a problem with the print that does fail our Quality Standards please see 3D Printing Quality Standards for more information.

Once we receive and inspect your return, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund and whether the item(s) are subject to any restocking fees. Please note that the time between sending the return and having the return inspected and return processed could be up to 30 days.

Once approved, then your refund will be processed on our side, and a credit will automatically be applied to your credit card or original method of payment.

Late or Missing Refunds

If you have not received a refund after seven (7) days after our team notifies you of an approved refund let us know and we will work with you in getting your funds back.

Items we are not quite allowed to print, whether by law or because of extreme liability:

• Firearms

  • Essentially anything that facilitates in firing a bullet.

  • Accessories are mostly fine.

  • Airsoft and Nerf are fine.

  • Source of files or statement are a requirement prior to printing.

• Copyrighted models

• Anything else that is prohibited by law