FAQ

Frequently Asked Questions

GENERAL QUESTIONS

I need a flexible filament for parts that need to bend. What do you suggest?

Sure! For parts that need to bend, try TPU Filament. It’s flexible, durable, and perfect for phone cases, grips, seals, toys, and more.

How should I store my filaments to prevent moisture absorption?

For short-term: Keep spools in a sealed bag with the included desiccant packet. For long-term: Store in an airtight container with silica gel packets. If your filament is brittle or makes popping sounds, it’s wet and needs to be dried.

I received the wrong item.

If you received an incorrect item in your order, please accept our sincere apologies! Please contact our customer support team within 30 days of delivery with your order number and photos of the product you received. We will get back to you as soon as possible to resolve the issue.

Can I change my shipping address after placing an order?

We can only modify the shipping address if your order has not yet entered the fulfillment process. Please contact us immediately with your correct address. Once the order has been shipped, we cannot redirect the package to a new address.

Can I return filament if the color isn’t right?

Due to hygiene reasons, we cannot accept returns of opened spools for color mismatch. However, we do accept returns of unopened, factory-sealed spools within 30 days. For color-sensitive projects, we encourage you to order a sample first to ensure it meets your expectations.

CHECKOUT & PAYMENTS

What payment methods do you accept?

We accept Visa, MasterCard, Meta Pay, Diners Club, Discover, Shop Pay, Apple Pay, Google Pay, American Express. All payments are secure.

Can I change my order after it’s been placed?

Yes, you can quickly make changes to your recent order directly through your account on our website.

Will I be charged International Bank Fees?

When you place an order, the final total you see at checkout is in XXX Currency. Once your bank processes the payment, they will convert the amount using the current exchange rate. Your bank may or may not charge additional fees for this international transaction. Please contact your bank directly for more information on any potential additional charges or fees!

Can I get a refund if the price changes?

We are unable to apply promotions or provide price adjustments for orders placed outside the designated promotional window, as this ensures fairness for all our customers. We appreciate your understanding.

Why am I getting a credit card error when shopping online?

This can happen for a few reasons. First, please double-check that you’ve entered your card details and billing information correctly. If the payment continues to fail, we recommend contacting your bank directly to verify the transaction, as they may have blocked it for security reasons.

SHIPPING & DELIVERY

My tracking shows delivered, but I don’t have it?

Don’t worry, this sometimes happens. Your order will likely arrive in 1-2 days. Check our Tracking Page for notes/photos. Ask neighbors and check all possible drop-off spots. Contact the shipping carrier for more specific details. If it still doesn’t show up, please contact our Customer Support team within 14 days of the last tracking update, with your order number and tracking information.

When will my order ship?

Orders for in-stock items typically ship within 1-3 business days. Once your order has shipped, you will receive a shipping confirmation email with your tracking number.

How can I track my order?

Once your order ships, you will receive a confirmation email containing a tracking number to monitor your package’s progress. You can also find this tracking number in your account under “Order History” within your account details.

What should I do if my order hasn’t arrived?

For domestic addresses, orders typically arrive within 3-7 business days. International orders may take 10-21 business days. Please note that business days do not include weekends or holidays.

We recommend first contacting the shipping carrier for the most current status of your package. If your order is beyond the estimated delivery window, please reach out to our customer support team for further assistance.

My tracking hasn’t updated in days. What should I do?

We sincerely apologize for the shipping delay and any inconvenience this may cause. Please rest assured that your package is most likely still in transit—tracking information can sometimes pause during transit between carrier facilities. If you see no status updates for more than 3 days, we recommend contacting the shipping carrier directly for the latest details. If you need further assistance, our customer support team is always ready to help.

RETURNS & REFUNDS

Can I redirect my refund to a different account?

For security reasons, we are only able to process refunds back to the original payment method used for the order. If you need to transfer the funds to a different account afterward, please contact your bank or payment provider for assistance, as they manage the disbursement once the refund is issued.

Can I return a opened spool with quality issues?

Yes! If you experience consistent diameter variation, brittleness, or moisture issues with opened spools, contact us with details and batch number. We’ll review and typically send a replacement.

What if my return gets lost in shipping?

We recommend using tracked shipping and keeping your receipt. Returns are not considered received until they arrive at our facility. You may file a claim with your shipping carrier if the return gets lost during transit.

What if I damaged the filament myself?

We cannot accept returns for customer-damaged filament, including: moisture exposure from improper storage; physical damage to spool or filament; printing temperature errors; compatibility issues with your printer. Our support team can often help troubleshoot printing issues instead.

Can I ship to multiple addresses?

Currently, we can only ship to one address per order. For multiple destinations, please place separate orders.

Have a specific questions? Contact us Now!

Exploring our services but have a specific question? Our dedicated team is ready to provide detailed answers and let us help you find the perfect solution. Contact us now!

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