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Your question may already be answered in the Help Center.

Our Help Center contains product info, downloads, setup guides, and troubleshooting guides.

Discord

Are you on Discord already? We have a Discord server just for 3D printing to get help with anything and everything for 3D printing.

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Facebook Group

Prefer to use Facebook? We have a customer group to get help from TH3D staff and community members at any time.

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Have a ticket open? Click here to Check Ticket Status

Name *

First

Last

Email *

Phone Number

Department *

Order Number *

What product do you need help with? *

EZABL
EZBoard
EZFlex/EZMat/EZPEI
EZPi
EZHome Products
LCD Upgrade Kits
Other (Specify Below)

What support level do you have? *

All products include our standard support. If you upgraded to our Priority support please select it above so our system can assign your ticket to the priority support queue.

Product Name: *

Order Request Type *

Were the item(s) lost in shipping? *

Yes
No
I don't know

Did you have Route shipping protection on the order? *

Has your order already shipped? *

Yes, my order has shipped
No, my order has not shipped

We will email you automatically when your order has been packed and shipped. Please check your email to see if it has shipped already or not.

Reason for Cancellation *

All order cancellations may be subject to a 5% cancellation charge to cover staff time and processing charges incurred by the payment processors.

Please note that not all cancellation requests are guaranteed. We will reply to your ticket once we determine if the order is able to be cancelled or not. If the order has not been pulled from stock and packaged we are usually able to cancel it.

Unfortunately, since your order has already shipped we will not be able to cancel it.

If you wish to return your order you can contact us to setup a return once you receive it.

Reason for Return *

For defective or warranty requests please open a request by selecting the Warranty department above.

Refund terms and fees are detailed on our Terms of Service page.

Do you want the quick or detailed form? *

Quick
Detailed

Using the detailed form will ask for printer information, experience level, and other aspects about the machine but give us more information on your needs.

How long have you been using a 3D printer for?

What is the Brand of your 3D printer? *

What model is your Creality 3D Printer? *

What model is your Geeetech 3D Printer? *

What model is your Wanhao 3D Printer? *

What model is your Tevo 3D Printer? *

What model is your Anet 3D Printer? *

What model is your Sovol 3D Printer? *

What 3D Printer do you have? *

Is your 3D Printer Stock? *

What upgrades/modifications do you have currently? *

In order to provide great and quick service we've partnered with Route to handle our shipping claims. They are very quick and responsive to inquiries. You can also use the Route App to file a claim for an order as well.

If you want us to file a claim with Route for you we can and will, just provide us with the pictures and details needed for the claim on this form.

To file a claim directly with Route follow the steps below:

To file a claim you just need your Route Order ID from the email that was sent to you when you placed your order and the email address used for the order.

CLICK HERE TO GO TO THE ROUTE CLAIM PAGE TO FILE YOUR CLAIM

To file a claim from your email, follow the steps below:

1. Open your email from Route.
2. In the email, copy your Route Order ID and then click FILE A CLAIM.

3. In the claim form, fill out the required information–email address, subject line, and claim type.
4. Once you choose a claim type (lost, stolen, or damaged), paste or type the Route Order ID into the required field.
5. Fill out the rest of the fields and click Submit.

How can we help you? *

Have you checked our Help Center already? *

You can visit our Help Center here: TH3D Help Center

Did you reset your EEPROM yet? *

Any time you flash firmware, RESET your EEPROM. You can do this from the printer LCD under the Control menu or by sending M502 and then M500.

If you have not reset your EEPROM yet, do it now BEFORE submitting the support request.

Upload your Firmware Config?

Click or drag files to this area to upload. You can upload up to 2 files.

.ZIP files only.
Add your files to a ZIP file before uploading.
Due to hosting restrictions we cannot allow .h files directly.

Picture Upload

Click or drag files to this area to upload. You can upload up to 2 files.

.ZIP files only.
Please add any images relevant to your request. If this is for a warranty or tech support request please include pictures of your machine and the product as it is installed on it.

If you have any missing items, shipping damage, and/or the packaging is damaged you MUST keep all packaging and take photos of it. We will need photos of the packaging to open any carrier claims. Attach them using the upload box below.

Order Pictures *

Click or drag files to this area to upload. You can upload up to 2 files.

.ZIP files only.
Please provide pictures of the box and it's contents. Do not discard the packing material and box until your ticket is completed.

What material do you want the print done in? *

Other Material Type: *

Preferred Filament Color *

Infill Percentage *

Layer Height *

Other Layer Height *

Details about the print request *

3D Model Upload *

Click or drag files to this area to upload. You can upload up to 20 files.

.ZIP files only.
Add files that you want to be quoted on for printing.

PP/ToS Agree *

I agree to the TH3D Studio LLC Privacy Policy and Terms of Service.

Priority Support Confirmation *

I confirm that I have purchased the separate Priority support addon/upgrade for my product(s)

Submitting false support coverage level will result in your ticket being deprioritized if you lie about it on this form. This is showing because you selected Priority support above. If you do NOT have priority support on your order please change it above to standard.

Comment

Faulty Product? If you suspect you have a faulty product, do not remove the product(s) from your machine before taking pictures of it installed. Send these pictures in with your support request.

Order Damaged? Keep ALL packaging and send in pictures of the packaging as we will need these for any damage claims. All damage claims must be reported ASAP.

Have a bug to report for our Unified 2 Firmware? Click Here

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Please note that not all cancellation requests are guaranteed. We will reply to your ticket once we determine if the order is able to be cancelled or not. If the order has not been pulled from stock and packaged we are usually able to cancel it.

Unfortunately, since your order has already shipped we will not be able to cancel it.

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