Quality standards, defects and reprints, refunds, buyer support, and getting help.
17 articlesFor each order that is a first-of-its-kind in a region, for each designer, their approval is required on photos of the product before shipping. Internally, the first few products of each type, for each designer and region, must have photos taken and reviewed by admins. Reprints are made where the quality does not meet expectations.
Visible layer failures, major artefacts, warping, dimensional deviation beyond tolerance, unfinished post-processing that may cause small injuries, or missing/incomplete features count as manufacturing defects, and automatically trigger a reprint and reship.
3DAPI support reviews the reported issue (typically with photo evidence) and issues the reprint.
If the defect is a print-quality issue, the farm bears the cost. If it stems from the seller's design (e.g. walls too thin to print reliably), 3DAPI covers the cost, and the design gets removed until improvements are made.
3DAPI admins and the support team determine whether the fault is with shipping, manufacturing, or design quality. Disputed cases escalate to 3DAPI's trust & safety team, whose decision is final.
On Channel B, 3DAPI processes the refund directly since it holds the payment. On Channel A, the seller initiates it through their own payment processor.
On Channel B, 3DAPI absorbs standard chargeback risk as the payment holder. On Channel A, the risk sits with the seller's own payment processor.
Refunds are typically processed within 5 to 10 business days of approval.
If the refund is due to a farm-side defect, the corresponding payout is reduced or reversed. No-fault refunds (e.g. buyer simply changed their mind, where permitted) don't affect the manufacturing payout.
On Channel B, contact 3DAPI support directly. On Channel A, contact the seller's own store, as they're your merchant of record.
You should receive an order confirmation email and several order status update emails as production progresses. You can contact 3DAPI support directly via email if the order has not been updated in more than 4 days.
Submit your order number through the relevant support channel (3DAPI for Channel B, the seller for Channel A) describing the issue.
Contact support with your order number and photos of the issue. You'll be offered a reprint or refund depending on the situation.
For shipments in the DDP-covered regions, duties are included in the price you paid. For DDU destinations, any duties owed on delivery are the buyer's responsibility and should be directed to the carrier.
Support is available via tickets and email, with a typical first response within 24 to 48 business hours. For sellers and farms, we recommend using the support ticket system in the platform.
Step-by-step guides and walkthroughs are available on the Tutorials page and on our YouTube playlist.
Seller success stories and case studies are featured periodically on our blog and on our YouTube channel.