FAQs

No problem, on the intake form just describe as best you can what the 3D printer or extruder is doing.

We normally won’t be able to make a full diagnostic until we receive your printer, however if you’d like to talk to one of our technicians please indicate that on your intake form and we will do our best to get back to you.

Once we receive your printer we will perform a complete diagnostic and let you know exactly what necessary repairs are needed and the repair cost.

Worse case, you send it in, and we can’t fix. In the event this happens all you will be charged is the diagnostic fee and corresponding return shipping fees.

Most printers are repaired within 3-7 days. If parts are needed, this can extend the normal repair time. All repairs require approval by you before we begin.

Upon receipt, one of our skilled technicians will perform a full diagnostic to identify the repairs/malfunctions and correspondingly any parts that maybe needed on your 3D Printer.

Once the diagnostic is completed, we will provide you with the estimated repair costs.

Before any repairs take place, we will need your approval on the repair cost. This will come in the form of an e-mail.

Once we receive your approval we’ll get started on the necessary repairs and let you know the expected turnaround time for the repair.

Once completed, we will perform a test print to ensure everything is working as expected.

If possible use the the OEM (original equipment manufacturer) box . If you no longer have this, or the printer was originally disassembled and will not fit, you still have options.

1. Purchase a new heavy-duty double walled box and packing material (foam, bubble wrap, instafoam packs) from a local retailer (Home Depot, Office Max/Staples, etc)

2. Take your 3D printer to a UPS or another local shipping store and they will pack and ship it for you.

Please note, closely following the shipping instructions provided by us ensures safe shipping of your 3D printer.

Yes, we can provide you an estimated repair cost based on the make and model of your printer and the issues you describe you are having on your 3D Printer Repair intake form. Please indicate that you’d like to have an estimate on your intake form.

Please understand these are estimates only, and may change once we are able to diagnose your 3D printer by one of our highly-trained technician.

Rest assured, we will not begin repairs until we receive an okay from you on expected repair costs. And in the event you chose to not have your printer repaired, you only pay the diagnostic fee and return shipping.

With the email you provided, you’ll receive notification that your 3D printer or extruder repair is completed. The details of the repair and the final invoice will also be provided. Please note, the invoice needs to be paid in full for the printer to be shipped back.

With the email you provided, you’ll receive a notification that your 3D printer is packaged and ready for return shipment. Once your package is picked up you will receive a shipping tracking number, normally from UPS, USPS or FedEx. This will allow you to check the location of your printer at anytime throughout the shipping process.

First, check to make sure you don’t have an outstanding invoice. We invoice via the same e-mail that you provided us when you sent us your printer. Checking spam or junk is also a good idea just in case the invoice went into one of those folders.

If you have paid and still have not received notice of your printer being shipped please feel free to contact us at: support@3DPSCO.com and we’d be happy to look into it for you.

Note: before a printer is shipped back all outstanding repair costs need to be paid for.

Sorry to hear, unfortunately, you will need to contact the shipping company and create a damage claim. All of our shipments have standard insurance, however the final determination of if a claim is paid or not is up to the shipping company. We have provided the most common shipping companies contact information below for your convenience.

UPS: To inform the courier about the problem over the phone, call (800) 742-5877 and tell the customer support representative what happened. The reps may request more details and pictures of the damage and also ask you to bring the parcel to the local post office for inspection.

FedEx: You can file a claim online for a FedEx Express®, FedEx Ground®, or FedEx Freight® shipment that’s damaged, lost, or missing contents. You’ll need your tracking/PRO number and any necessary supporting documentation, such as a photo of a damaged package, serial number of lost merchandise, or copy of a receipt. Once we receive your claim, we’ll notify you if we need to inspect your shipment. Be sure to keep any original packaging for inspection, and don’t discard it until after your claim is resolved. Read more about how to file a claim and get step-by-step instructions.

USPS (United States Postal Service): If your insured mailing has been lost or damaged in transit, you may file an insurance claim:

Online: Go to www.usps.com⁄help⁄claims.htm for information on USPS domestic insurance.

By mail: Call 800-ASK-USPS (800-275-8777) to have a claim form mailed to you. Send the completed form with all other required supporting documentation for loss or damage of an item mailed with insured services to the address printed on the form.

Evidence of Insurance

You must retain evidence of insurance for your claim. This includes evidence that insurance, COD, Registered Mail, Priority Mail, or Priority Mail Express service was purchased for the mailed package. For a detailed list of acceptable evidence, see “General Filing Instructions” in Mailing Standards of the United States Postal Service, Domestic Mail Manual (DMM) 609.

Proof of Value

You must submit proof — such as a sales receipt or paid invoice — showing the value of the article when it was mailed. For a detailed list of acceptable evidence, see “General Filing Instructions” in DMM 609.

For Internet transactions conducted through a web–based payment network, provide a computer printout of the online transaction identifying the purchaser and seller, price paid, date of the transaction, description of the item, and assurance that the transaction status is completed. The printout must clearly identify the web-based payment network provider through which the Internet transaction was conducted.

Proof of Damage or Partial Loss of Contents

You must retain any damaged item, packaging, and all contents until the claim is resolved. If you receive notification from the Postal Service, you will be required to bring the item, packaging, and all contents to a Post Office.

Yes, we’d love to. Please just fill out our Contact Us form and let us know details regarding what you are looking for and one of our team members will get back to you.

At this time we do not offer 3D printing supplies.

For our dental practices, institutional (schools) and commercial customers we do perform on-site repairs. We currently do not provide in home repair service for residential, hobby or personal 3D printers.

Yes, please fill out the interest form and we will schedule a time to meet with you. During this meeting we will discuss 3D Printing options and determine if any additional accessories or other set up is needed. We specialize in 3D printing lab set up and optimization.

Yes! Most of our dental and other medical practices utilize resin additive manufacturing printers, such as FormLabs.

Our policy is that any printer repairs that are not paid for within 90 days of original invoice date will not be returned.

Trust us, we don’t want to keep your printer, we really want to send it back but after several attempts to try to reach you we need to move on to helping others.

Thank you for your understanding.

Yes, upon receiving your 3D printer repair intake form we will provide you with shipping/packing instructions and where to ship your printer. We have two locations to serve you.

Yes, that is final repair step. We want to ensure your printer is back to normal printing the way it should be. We often send you back the test print as well, just for fun!

At this time we do not offer a drop-off location. But we do have two shipping destinations: one in the St.Paul Minneapolis MN area and one in Fargo North Dakota / Moorhead Minnesota.

We take a picture of the printer upon intake as well as before we ship it out.

This way, if a printer was damaged during shipment or it looks significantly different than what you described, we have an image right away on intake. This ensures we have the condition of the printer documented.

We will also take a picture of the 3D printer after the repairs are completed, before we box it up for shipping it back. Again, this is so we can document the condition of the 3D printer and be confident on the completeness of the repair.