Terms of Service
This website is operated by TH3D Studio LLC. Throughout the site, the terms “we”, “us” and “our” refer to TH3D Studio LLC. TH3D Studio LLC offers this website, including all information, tools, and services available from this site to you, the user, conditioned upon your acceptance of all terms, conditions, policies and notices stated here. By using our website, purchasing products, and/or downloading files from us you are agreeing to these Terms of Service. Any current and future products, information, or files added to the site will be bound by these terms. A breach or violation of any of the below terms may result in immediate termination of your Services and/or Warranties.
You must be over the age of 18 to order products from us. You agree to not use any of our products or information to violate any laws. We reserve the right to refuse service to anyone for any reason at any time. If you are verbally abusive to our staff, you will be banned from all our services, including (but not limited to) websites, communities, support, and warranty coverage.
You must know how to use a 3D printer and have a working computer. Issues with your printer and/or computer that prevent you from using one of our products are up to you to resolve. It is highly recommended to use a Windows computer for talking to your 3D printer. Mac computers do work but can be more problematic.
Gift Cards – Gift cards have no cash value and do not expire.
Order Accuracy – You are responsible for making sure your order information (address, name, phone, email, etc.) is correct and making sure what you order is compatible with your 3D printer.
Order Cancellations – Order cancellations are best effort and not guaranteed. Cancellations may be subject to a 5% cancellation charge to cover fees that are NOT refunded to us by the payment processors. If you are going to order again, we can issue the refund to a Gift Card instead and this will waive the 5% cancellation charge as this bypasses the payment processor fees. Orders that have been shipped cannot be cancelled.
Discounts – We cannot retroactively apply a discount to an order, nor can we provide a refund for the discount amount. You are responsible for ensuring your order total is correct and any discounts are applied properly before you complete your transaction. Discount codes have no monetary value and cannot be redeemed for cash in any way. Discount values are automatically taken into account when providing refunds, assessing fees, etc. Discount codes may not be used by anyone other than the intended recipient. Abuse of a discount code will result in complete termination of services, cancellation of any outstanding orders per our Terms of Service, and a ban from all sites and services provided by TH3D.
Shipping Insurance – You are responsible for notifying us or Route+ insurance within 1-2 weeks of the last tracking update if your order has not arrived. Failure to notify us of an order not arriving in a timely manner will result in insurance claim denial.
Insurance Opt-out – If you turn off the Route Shipping Protection at checkout we are not responsible for lost, stolen, or damaged packages.
Route+ Insurance Replacement/Refund – Orders with Route shipping protection that are lost, stolen, or damaged will have the option for a refund (minus shipping charges and fees) or reshipment of the entire order at no cost to you (the second order is insured with Route as well).
Route + Claim Deadlines – All Route+ claims must be filed within the Route+ claim deadlines and within 30 days of the last tracking update. See here for their claim policies.
Carrier Insurance – Non-Route Insured Packages that have carrier insurance (UPS and USPS Priority Mail) are able to have claims open by our support staff if you request it but claims can take 2 weeks or more to complete. USPS First Class for US and International packages have NO insurance at all on these orders, unless you leave the Route+ Insurance ON. If a USPS First Class package is lost, stolen, or damage we will not replace the order unless you have Route+ on it.
Carrier Service Suspension – Carrier service suspensions are rare, but they do occur occasionally. In the event a carrier, such as USPS or UPS, suspends service to a destination country, we will contact you with information as we receive it. We handle each situation on a case-by-case basis. If you are aware of a service suspension and you have a package in transit, please notify us as soon as possible. Please also refer to our information about the Route shipping insurance, or contact us if you have any questions or concerns.
Price Changes – If a price changes, we do not retroactively apply discounts to existing orders. Prices are subject to change at any time.
Shipping Delays – We will not provide refunds on shipping charges if a package does not make it there in a certain amount of time, shipping times are estimates, not guarantees.
Combining Shipping on Multiple Orders – At our discretion, we may combine shipping for multiple orders being shipped to the same address at the same time. This may be done for convenience and efficiency ONLY. In the event our team combines shipping for multiple orders, we cannot provide a refund for shipping costs already paid. Customer requests for combined shipping submitted through our ticketing system are handled on a case-by-case basis and are not guaranteed depending on the status of the orders in question.
Missing Items – If you are missing an item from your order you must contact us within 7 days of delivery through our help desk immediately and provide pictures of the box, packing materials, and all items received. All orders are recorded on video for quality assurance.
Incorrect Items Received – If you receive an incorrect item, you must notify us within 7 days of delivery of the item, and you must provide pictures of the packaging and all items received. We will replace items found to be sent in error at our discretion and cost. Also at our discretion, we may provide you with a return shipping label to send the improper item back. In these cases, we will issue the correct item after the incorrect item is returned and received by us. We do NOT cross-ship items due to fraudulent activities being commonplace in these situations.
Customs Charges – The buyer is responsible for any customs fees, import duties, or any other fees charged to them by their country.
Order Returned to Sender (US Domestic) – You will be notified via email when the package is received and processed by our staff. For orders that are marked Return to Sender, we will contact you directly via email and provide you with an opportunity to pay for reshipment of the order. We request that you respond to our notification within 3 business days. If we do not receive a reply from you within 3 business days, we will automatically issue a refund for the cost of the items ONLY minus a 10% restocking fee. We do NOT refund the original cost of shipping for returned-to-sender packages.
Order Returned to Sender (International) – You will be notified via email when the package is received and processed by our staff. If an order is returned to us due to rejection at customs (failure to pay customs fees, unclaimed at customs, etc.), we will process an automatic refund for the cost of the items ONLY minus a 10% restocking fee. If the items are returned to us for other reasons (insufficient address, carrier error), we will contact you directly via email and provide you with an opportunity to pay for reshipment of the order as needed. We request that you respond to our notification within 3 business days. If we do not receive a reply from you within this time, we will automatically issue a refund minus a 10% restocking fee as previously stated. We do NOT refund the original cost of shipping for returned-to-sender packages.
Mail Forwarders – We do not ship to addresses that are known shipping forwarders due to them being commonly abused for fraud.
3rd Party Shipped Items – Products that are fulfilled by a 3rd party like TH3D “Merch” (shirts, hats, mugs, etc) are not eligible for free shipping and do not count towards your cart total to get free shipping.
Return Window – Except as otherwise noted, every product has a 30 day return policy and require a return authorization request from our support. Returns sent in without prior authorization will not be processed and will become the property of TH3D Studio LLC. All returns MUST be postmarked as accepted by the shipping carrier within 5 days of the RMA authorization.
Returns Due to Printer Manufacturer Changes – If a product and/or firmware does not work due to a printer manufacturer changing its product after we released our product and/or firmware we will make a best effort to release an update. If you do not choose to wait for an update to be released there will be re-stocking fees as these random changes are something we have no control over. We make a best effort to keep up with random changes printer manufacturers make (example: hotend mounting, board changes, etc) but it takes time as there is usually no notice from the manufactures that they are swapping and/or changing core parts.
Fees – New returns are subject to a 5% restocking fee; shipping is non-refundable. Opened returns are subject to a 15% restocking fee; shipping is non-refundable. Opened returns must be in like-new condition with all their parts and accessories included.
Bundles – If you return part of a bundle, the difference between the discounted bundle price and the full cost will be deducted from the refund of the amount that is being returned for a refund.
Free Shipping – If you received “free shipping,” the actual shipping cost we paid to ship the order will be deducted from the refund amount.
Issuing Refunds – Refunds will only be issued once we receive the product, the product is complete, and process the return. Returns are typically processed within 1-5 business days of us collecting them from our PO Box.
Sending Back your Return – Returns must be sent back in a box. Any other packaging than a cardboard box will be rejected. Rejected packaging includes (but is not limited to) padded mailers, sealed or unsealed bags, unprotected items, etc. A note with your ticket number and order number must be in the box with the returned items. If an item is returned in a padded envelope, the item is missing parts, or the condition is unsatisfactory (dirty, sticky, physically damaged, etc.), the return will be denied.
International Non-Warranty Returns – You will be required to ship the item(s) back to us at your expense. We do NOT reimburse or refund shipping costs of any kind. Refunds are issued for the cost of the returned items ONLY. Standard restocking fees apply and will be deducted from the total refund as follows: 5% for unopened/unused items in like-new condition, 15% for opened/used items. Incomplete, damaged, misrepresented, or irrelevant items will be rejected. In the event an item is rejected, you will be notified and given the opportunity to pay for shipping to have the item returned to you. If shipping is not paid within 30 days of notification, the item will become the property of TH3D and your ticket will be considered resolved.
Non-Refundable Items – Any purchase of a digital download product is 100% non-refundable. Other items may not eligible for return once used due to the nature of the product. Products in this category include: gift cards, build sheets, filament, magnetic sheets, bootloader kits, bed adhesion products. Flex plates may only be returned if they are in like-new condition and show no signs of use.
Cryptocurrency Refunds – Refunds on orders that were originally paid with a cryptocurrency will be refunded to a store credit in the amount of the original invoice value.
Coverage Details- All products come with a minimum of 3-month warranty coverage. Some higher-end products come with a 6-month warranty. Damage to the product from misuse, modification, damage from 3rd party products, failure to follow directions, lack of knowledge, intentional, or accident is not covered under warranty coverage.
If you have a failure of a product, do not remove it from the machine (or modify the installation), and stop using the device. Please take pictures of the product installed, showing all connections and send them to our support team on your ticket. Failure to do this may result in warranty denial.
Dead on Arrival – If a product is Dead on Arrival (DOA) you must notify us within 14 days of receiving the order.
Shipping Cost – You are responsible for the shipping costs if the order is over 31 days old. TH3D will cover the shipping back to you.
Warranty Processing – Inside the box a note with your ticket number and order number must be in the box with the warranty items. Warranty shipments are typically processed within 1-5 business days of us collecting them from our PO Box. Warranty replacements will be new or refurbished depending on current stock. The remaining warranty coverage will carry over to the replacement.
Non-Defective Fee – In the event that a product is received and found not to be defective you will be responsible for all shipping costs associated with the product and a $20 testing charge may apply. If these costs are not paid within 30 days, the item will become our property. If you do not wish to pay the fee and you are within 30 days of the order date we will issue a refund less the Non-Defective fee, 15% restocking charge, and all shipping costs incurred by TH3D.
International Warranty Returns – We cannot provide a return shipping label for international customers due to system limitations. As with all warranty cases, we require you to contact us for approval before we can take action. In some cases, you may be asked to destroy the defective unit and provide proof of destruction. For all confirmed warranty cases, TH3D will send a replacement item to you at no additional cost. We do NOT cross-ship in these cases due to concerns over fraud.
B-Stock/Clearance/Refurbished/Mystery Box – Clearance, B-Stock, or Mystery Box products do not come with any included support and are sold as-is. Check the individual product page for details on coverages.
Repeat Failure – If a replacement fails in the same manner and the cause is due to the machine connected to, it no further replacements will be issued as this falls under physical damage as the machine is the cause of the failure.
Support Coverage – All our products come with technical support and the support is included for the length of the product warranty. Technical support covers the product itself. Products that require firmware must be using TH3D firmware to be eligible for technical support. Unless a product comes with and/or you manually upgrade the support level all products come with our standard support level.
Support Communication – All included product support is done via our help desk email system or live chat system. If you require phone, video, or remote PC support it is available at an additional charge.
Standard Support Level – Standard support means our normal priority email support which can be anywhere from 1 to 5 business days response time depending on how much support volume we have. Standard support level tickets are handled on a first come, first served basis and are answered after our Priority Support level customers.
Priority Support Level – Our Priority support level is typically is next business day at the latest even during times of high support volume. Priority support must be added on to a product (if available) and/or order at the time of purchase and cannot be added on after the order is received. Priority support level tickets will get priority over standard support level tickets.What is not covered by Technical Support?
- 3rd Party Addons and/or Products not bought from TH3D
- Printed parts not purchased from TH3D
- Slicer Setup and/or Tuning of Slicer Profiles
- Usage and/or Setup of non-TH3D provided Firmware
- Any "DIY Firmware" from TH3D or other sources
- Fixing and/or Troubleshooting issues on your 3D printer that are not caused by the product
- Fixing and/or Troubleshooting issues on your computer
- Fixing and/or Troubleshooting issues with your network and/or internet connections
What will be fixed? – The issue that was reported between us and you that the part(s) or machine are sent in for will be what is fixed.
Non-Reported Issues – If we notice other issues we will let you know what our findings are along with pricing to fix additional issues outside of the scope of the original work that is to be performed.
Secondary Issues – If secondary issue(s) present on the part(s) or machine prevent us from performing the original repair and you decline to have the secondary issue(s) performed we will not be able to perform the repair. You will be responsible for all shipping costs if you want the part(s) or machine back as well as a $50 testing charge.
Abandonment – If part(s) or machine that are sent in is not worth being repaired you can choose to have it destroyed/recycled and no further costs incurred.
Non-Payment – If a repair order is not paid within 14 days of receiving the invoice from us the part(s) and/or machine will become our property to use and/or resell to recoup the costs of the non-payment repair.
CHARGEBACKS, DISPUTES, & FRAUD
If you open up fraudulent or frivolous chargebacks/disputes you will be banned from all TH3D Studio LLC services. If you are within 30 days of receiving the order you can return your order for a full refund once it is received, complete, and in like-new condition. Banned customers are not eligible for support or warranty services from TH3D Studio LLC.
When fraud is committed against us we will also communicate your details to the authorities, shipping carriers, other businesses, and/or the public.
ACCURACY, COMPLETENESS, AND TIMELINESS OF INFORMATION
We are not responsible if information made available on this site is not accurate, complete or current. Any reliance on the material on this site is at your own risk. We reserve the right to modify the contents of this site at any time, but we have no obligation to update any information on our site. You agree that it is your responsibility to monitor changes to our site.
PRODUCTS OR SERVICES
Certain products or services may be available exclusively online through the website. These products or services may have limited quantities and are subject to return or exchange only according to our Return/Shipping Policy (Section 4). We have made every effort to display as accurately as possible the colors and images of our products that appear at the store. We cannot guarantee that your computer monitor’s display of any color will be accurate. We reserve the right but are not obligated, to limit the sales of our products or Services to any person, geographic region or jurisdiction. We may exercise this right on a case-by-case basis. We reserve the right to limit the quantities of any products or services that we offer. All descriptions of products or product pricing are subject to change at any time without notice, at the sole discretion of us. We reserve the right to discontinue any product at any time. Any offer for any product or service made on this site is void where prohibited. We do not warrant that the quality of any products, services, information, or other material purchased or obtained by you will meet your expectations, or that any errors in the service/product will be corrected.
COUNTERFEITING & CLONING
By purchasing our custom products (EZABL, EZOut, EZBoard, and TH3D products) you agree to not reverse engineer, duplicate, copy, or do anything that would duplicate what we are selling here. If you purchase a product with the intent to copy it for your own gain or someone else’s gain we will cancel your order and deny sales to you. If you get the item and then duplicate it we reserve the right to pursue any and all forms of legal action against you for violating these terms of service.
ACCURACY OF BILLING AND ACCOUNT INFORMATION
We reserve the right to refuse any order you place with us. We may, in our sole discretion, limit or cancel quantities purchased per person, per household or per order. These restrictions may include orders placed by or under the same customer account, the same credit card, and/or orders that use the same billing and/or shipping address. In the event that we make a change to or cancel an order, we may attempt to notify you by contacting the e-mail and/or billing address/phone number provided at the time the order was made. We reserve the right to limit or prohibit orders that, in our sole judgment, appear to be placed by dealers, resellers or distributors. You agree to provide current, complete and accurate purchase and account information for all purchases made at our store. You agree to promptly update your account and other information, including your email address and credit card numbers and expiration dates, so that we can complete your transactions and contact you as needed.
We may provide you with access to third-party tools over which we neither monitor nor have any control nor input. You acknowledge and agree that we provide access to such tools ”as is” and “as available” without any warranties, representations or conditions of any kind and without any endorsement. We shall have no liability whatsoever arising from or relating to your use of optional third-party tools. Any use by you of optional tools offered through the site is entirely at your own risk and discretion and you should ensure that you are familiar with and approve of the terms on which tools are provided by the relevant third-party provider(s). We may also, in the future, offer new services and/or features through the website (including, the release of new tools and resources). Such new features and/or services shall also be subject to these Terms of Service.
Certain content, products and services available via our Service may include materials from third-parties. Third-party links on this site may direct you to third-party websites that are not affiliated with us. We are not responsible for examining or evaluating the content or accuracy and we do not warrant and will not have any liability or responsibility for any third-party materials or websites, or for any other materials, products, or services of third-parties. Some third party links may be affiliate links that provide us with a small financial compensation when purchased through that link but does not affect the price you pay. We are not liable for any harm or damages related to the purchase or use of goods, services, resources, content, or any other transactions made in connection with any third-party websites. Please review carefully the third-party’s policies and practices and make sure you understand them before you engage in any transaction. Complaints, claims, concerns, or questions regarding third-party products should be directed to the third-party.
USER COMMENTS, FEEDBACK AND OTHER SUBMISSIONS
If, at our request, you send certain specific submissions (for example contest entries) or without a request from us you send creative ideas, suggestions, proposals, plans, or other materials, whether online, by email, by postal mail, or otherwise (collectively, ‘comments’), you agree that we may, at any time, without restriction, edit, copy, publish, distribute, translate and otherwise use in any medium any comments that you forward to us. We are and shall be under no obligation (1) to maintain any comments in confidence; (2) to pay compensation for any comments; or (3) to respond to any comments.
ERRORS, INACCURACIES, AND OMISSIONS
Occasionally there may be information on our site or in the Service that contains typographical errors, inaccuracies or omissions that may relate to product descriptions, pricing, promotions, offers, product shipping charges, transit times and availability. We reserve the right to correct any errors, inaccuracies or omissions, and to change or update information or cancel orders if any information in the Service or on any related website is inaccurate at any time without prior notice (including after you have submitted your order).
DISCLAIMER OF WARRANTIES; LIMITATION OF LIABILITY
We do not guarantee, represent or warrant that your use of our service will be uninterrupted, timely, secure or error-free. We do not warrant that the results that may be obtained from the use of the service will be accurate or reliable. You agree that from time to time we may remove the service for indefinite periods of time or cancel the service at any time, without notice to you. You expressly agree that your use of, or inability to use, the service is at your sole risk. The service and all products and services delivered to you through the service are (except as expressly stated by us) provided ‘as is’ and ‘as available’ for your use, without any representation, warranties or conditions of any kind, either express or implied, including all implied warranties or conditions of merchantability, merchantable quality, fitness for a particular purpose, durability, title, and non-infringement. In no case shall TH3D Studio LLC, our directors, officers, employees, affiliates, agents, contractors, interns, suppliers, service providers or licensors be liable for any injury, loss, claim, or any direct, indirect, incidental, punitive, special, or consequential damages of any kind, including, without limitation lost profits, lost revenue, lost savings, loss of data, replacement costs, or any similar damages, whether based in contract, tort (including negligence), strict liability or otherwise, arising from your use of any of the service or any products procured using the service, or for any other claim related in any way to your use of the service or any product, including, but not limited to, any errors or omissions in any content, or any loss or damage of any kind incurred as a result of the use of the service or any content (or product) posted, transmitted, or otherwise made available via the service, even if advised of their possibility. Because some states or jurisdictions do not allow the exclusion or the limitation of liability for consequential or incidental damages, in such states or jurisdictions, our liability shall be limited to the maximum extent permitted by law.
You agree to indemnify, defend and hold harmless TH3D Studio LLC and our parent, subsidiaries, affiliates, partners, officers, directors, agents, contractors, licensors, service providers, subcontractors, suppliers, interns and employees, harmless from any claim or demand, including reasonable attorneys’ fees, made by any third-party due to or arising out of your breach of these Terms of Service or the documents they incorporate by reference or your violation of any law or the rights of a third-party.
In the event that any provision of these Terms of Service is determined to be unlawful, void or unenforceable, such provision shall nonetheless be enforceable to the fullest extent permitted by applicable law, and the unenforceable portion shall be deemed to be severed from these Terms of Service, such determination shall not affect the validity and enforceability of any other remaining provisions.
The obligations and liabilities of the parties incurred prior to the termination date shall survive the termination of this agreement for all purposes. These Terms of Service are effective unless and until terminated by either you or us. You may terminate these Terms of Service at any time by notifying us that you no longer wish to use our Services, or when you cease using our site. If in our sole judgment you fail, or we suspect that you have failed, to comply with any term or provision of these Terms of Service, we also may terminate this agreement at any time without notice and you will remain liable for all amounts due up to and including the date of termination; and/or accordingly may deny you access to our Services (or any part thereof).
The failure of us to exercise or enforce any right or provision of these Terms of Service shall not constitute a waiver of such right or provision. These Terms of Service and any policies or operating rules posted by us on this site or in respect to The Service constitutes the entire agreement and understanding between you and us and govern your use of the Service, superseding any prior or contemporaneous agreements, communications and proposals, whether oral or written, between you and us (including, but not limited to, any prior versions of the Terms of Service). Any ambiguities in the interpretation of these Terms of Service shall not be construed against the drafting party.
REWARDS POINTS PROGRAM (AKA BENCHIES/BENCHY)
Benchies (rewards points) have NO cash value. Benchies are only available for earning and redemption on web orders only. Benchies can be redeemed for discounts off orders at any time once a minimum amount is reached. The minimum amount that is required to redeem a discount can vary based on current promotions that are being run at the time of purchase. Benchies can only be applied to your order if you have an active TH3D account and are logged in to that account when you place your order. We will not apply benchies to your order if you forget to log in and/or did not create an account.
CHANGES TO TERMS OF SERVICE
You can review the most current version of the Terms of Service at any time at this page. We reserve the right, at our sole discretion, to update, change or replace any part of these Terms of Service by posting updates and changes to our website. It is your responsibility to check our website periodically for changes. Your continued use of or access to our website or the Service following the posting of any changes to these Terms of Service constitutes acceptance of those changes.