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 an immediate termination of your Services and/or Warranties.
SECTION 1 – GENERAL TERMS
- You agree that you are over the age of 18 and you will not use any information and/or products to violate any laws.
- You agree not to send us any malicious files through our email and/or web upload services.
- We reserve the right to refuse service to anyone for any reason at any time.
- Prices for our products are subject to change without notice.
- We do not retroactively apply discount and/or sale prices to existing orders.
- We shall not be liable to you or to any third-party for any modification, price change, suspension or discontinuance of the Service.
SECTION 2 – 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.
SECTION 3 – 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 anytime 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.
SECTION 4 – RETURN/SHIPPING POLICY
You MUST go through troubleshooting through our ticket system as many issues are customer and/or customer machine related and not a defective product. You can open a support ticket by emailing Support@TH3DStudio.com. If a product is returned with no return authorization a $20 testing charge will be deducted from the refund.
Products are allowed to be returned for a refund (minus shipping to you) within 30 days of receipt as long as they are unopened, unused, and never been installed, you must have a return authorization through our ticket system before returning items in all cases. If an item is found to be defective upon return on our machines and/or inspection then a replacement or refund (must be requested, default is a replacement) will be issued.
We reserve the right to refuse a return for any reason but refusal to troubleshoot an issue is the #1 reason we would deny a return.
There is a 15% restocking fee for all non-defective returns & the shipping paid to ship the order to you is not-refundable. Please understand that to get the product to you, a shipping company is paid to deliver the product from our location to your location and this cost is already used when it ships.
Buyer is responsible for return shipping on non-defective returns. We only cover shipping charges on returns that are due to error on our end or if the product is defective. If you use our automated return portal (contact support to get this) the $5 will be deducted from your refund.
Please see Section 6 for warranty replacement terms below.
Buyer is responsible for ensuring their address is complete and correct. If a package is returned to us for any reason you will have 2 options – a refund minus the shipping we paid on the 1st shipment or re-shipping it at the buyers expense.
We will not bear the cost or be held responsible for replacing lost, stolen, or damaged packages.
If a loss or damage occurs to the package we will ship out a replacement or issue a refund (buyers choice) once we receive approval of the insurance claim. We will not ship out a replacement until the claim is completed. Full details on our shipping claims process are laid out here: https://th3dstudio.com/shipping-faq/
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.
The buyer is responsible for any customs fees, import duties, or any other fees charged to them by their country.
Please contact us before opening a dispute. We always resolve order issues. If you fail to contact us before opening a dispute we reserve the right to terminate all services and warranties. These waste our time and hurt our standing with the payment processors. Contact our support and we will resolve your issue(s).
Due to issues with fraud we no longer ship to addresses that are shipping forwarders. If we find an address is a shipping forwarder then we will cancel and refund the order. Sorry for the inconvenience.
SECTION 5 – ORDER CANCELLATION
In the event that you need to cancel an order please email us at Support@TH3DStudio.com, call 312-858-8433 option 2, OR use the Contact Us link and if we have not begun processing and/or shipped the order we will try to cancel it.
This is not a guarantee, but we will make a best effort.
SECTION 6 – STANDARD WARRANTY
Most of our products (warranty length is stated on each product page) are backed by a 90 day warranty and we will usually ask for the defective part back for inspection, you are responsible for return shipping if the item is not dead/defective on arrival.
Physical damage is not covered. Physical damage is actual damage to the product and/or damage resulting from other non-TH3D parts damaging our product. If a product is found to have physical damage when we receive the return you will be responsible for all shipping costs and labor costs if we are able to repair it should you choose to have us repair it. Costs to repair will be disclosed to you before repairs begin. If we cannot repair a damaged item and/or you decline the repair the part will be shipped back to you at your expense, if the buyer does not pay to return the damaged item it will become property of TH3D after 30 days.
If a product is used in an application outside of what is advertised and/or modifying the product (soldering, cutting wires, removing from casings, adding on 3rd party products, etc) then the product is not covered should it fail. We test our products for stability and reliability in the state that we sell them, we cannot be held liable for damage and/or failure of a product should you modify it.
TH3D covers shipping for US warranty replacements back to the end user via USPS First Class mail, if you want the package shipped via a faster method you can let us know and cover the difference.
International Warranty Shipping:
If you are outside the US due to shipping costs we may charge some of the cost of return postage to you. Shipping costs outside the US are over 4 times the cost to us so sending out a replacement is costly. Average prices for international shipping are around $15 USD with the insurance in case a package is lost or damaged. Depending on the item we will may not ask for the product back from customers outside the US due to the high shipping costs that would be required and will work out something on a per case basis.
Dead on Arrival (DOA):
All items in our store are guaranteed not dead/defective on arrival and are tested/inspected before shipping. You must notify us within 7 days of receiving the item if it is DOA or fails within the 7 day DOA window. We test/inspect any and all items sold for electrical and physical defects before shipping. We cover all shipping costs for DOA items.
We stand behind our products so if you have an issue let us know immediately by emailing Support@TH3DStudio.com. In order to get a RMA you MUST go through troubleshooting as many issues are customer machine related and not a defective product. Meaning if we just swap out the item you can still have issues with the new one since it was not the product having the issues and rather the customer machine.
Warranty Replacement Products:
Warranty replacements will either be refurbished like-new products, b-stock, or new depending on stock at the time of warranty replacement processing. The remaining warranty/support coverage will carry over to the replacement.
Used, Refurbished or “Tim’s Closet” Products are sold as-is with no warranty, no support, and all sales are final (no returns).
B-Stock Products carry a 30 day warranty and do not include any support.
SECTION 7 – SCOPE OF INCLUDED SUPPORT
TH3D Community Support
Support on Community Support products is mostly limited to the communities below. If you have an issue that requires repair/replacement/warranty service you can contact our regular support by emailing Support@TH3DStudio.com.
If you have a quick question you are welcome to submit a ticket and we will try to answer you as soon as possible.
Help with installation/tuning/using the products is NOT included but can we do have support time that can be purchased in blocks of 1 hour. You can request installation directions and we will send you links to relevant videos and/or articles online for said product. We do this because most people do not need help installing the simpler products. Instead of raising prices on ALL products we leave it up to the customer if they want to purchase additional support should they need it. All our support techs are in these groups as well and we will respond to posts/messages when we get free time after completing our TH3D Standard Support tickets.
We’ve spent a lot of time building out a community to get help with issues with simpler products and just to chat with other makers. They are all free to use and customers (no matter what you purchased) are allowed in the customer only Facebook group.
- Discord: http://Discord.TH3DStudio.com
- Customer FB Group: https://www.facebook.com/groups/th3dstudio/
- General FB Group: https://www.facebook.com/groups/c3dforum/
TH3D Standard Support
Products using Unified Firmware (EZOut & EZABL Kits): We provide email support for customers with issues related to the product itself and features listed that are related the product on the Unified Firmware page. You are welcome to modify the firmware to enable other features but this is outside of the included support. We can provide out of scope support but it is billable. You must use our Firmware on a compatible printer for support to be covered with the product. You are more than welcome to use our products with any machine but we do not provide free firmware support for machines not running our latest Unified Firmware package. Our support staff may offer advice outside of the scope but if we do that is just a bonus and not a guarantee. Support is on the product itself. Your computer must see the printer COM port to update the firmware. PC/Network issues are the customers responsibility to resolve.
Other Products: We provide email support for customers with issues related to the product itself and features listed on the product page. You are welcome to use our products any way you see fit but if it is outside of the application listed on the product page then that is not supported. Our support staff may offer advice outside of the scope but if we do that is just a bonus and not a guarantee. Support is on the product itself. PC/Network issues are the customers responsibility to resolve.
Standard support is included for the duration of the warranty listed on the product page, typically this is 90 days.
Our support staff may offer to call you to resolve an issue if they feel it is a quicker resolution but email support through Support@TH3DStudio.com is the primary and official support method.
SECTION 8 – REPAIR SERVICES
All repair tests are recorded to ensure that the product was working with our test equipment. If you get a repair back and it is still not working then you will need to troubleshoot a machine issue (not included in the repair cost). So be sure to rule out ALL other issues before you sent a product to us. If a board is sent that is damaged a $10 fee to test the board will be applied or deducted from your refund. This fee is included in the purchase price of the repair services and only applies if you send in a board that has a different issue than what you sent it in for.
All incoming packages are opened in our office under HD video recording so if your board/control box comes damaged we will have full recording of it being opened and then tested as proof in order to protect us from people trying to scam us (such as shipping us a DOA board/control box and trying to claim it was us that damaged it). We can provide the recording of your package being opened and tested as proof should we need to validate the issue. Testing is limited to checking for the issue that the item was sent in for repair on.
If you ship your board to us without a pre-paid order you will have 30 days from the date we received the item(s) to pay for the repair before the item(s) shipped to us will be treated as abandoned property. Abandoned property will become property of TH3D and we may use the item(s) for internal use or re-sell to recoup repair costs.
SECTION 9 – VERBAL ABUSE/SLANDER/LIBEL
If you are verbally abusive (via phone, email, or any other communication method) to our staff and/or engage in slander/libel/defamation about us on social media/websites/forums/etc when we have been trying to help you we reserve the right to terminate all support effective immediately and indefinitely.
This includes any warranties and technical support. You will also not be permitted to purchase any products from our store.
SECTION 10 – COUNTERFEITING & CLONING
By purchasing our custom products (EZABL, EZOut, and any products made in house by TH3D) 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.
SECTION 11 – FRAUDULENT CHARGE-BACKS
In the event that you intentionally open a charge-back as fraud when you have received the product we reserve the right to legally pursue any and all action against you. We will also file a report with eBuyersReviewed and provide all the information we have for the order. We may also share this information with other companies in the industry and alert them to the fraud taking place.
We will first contact you to verify if the charge-back was an accident or not using the contact information that we have on file. This includes phone, email, and physical mailing address. If you are on social media we will attempt to contact you on there as well before moving to the next steps of taking legal action. We will attempt contact for 2 weeks from the date that the charge-back is opened before moving to legal action.
You will be responsible for any and all legal fees, company time spent (billed at $100/hr), and other costs incurred from this process in the event that it is decided in our favor.
What do we use to establish evidence?
- We use IP address logging at the time an order is placed.
- Any email headers of mail you sent to any TH3DSTUDIO.com email address. These contain IP address to link the sender to the order.
- Our payment processors also log IP address at checkout in addition to our own website.
- We will search for evidence of possession of the products from any and all social media accounts that you use should you use them.
- We use tracking information from the order shipment and signatures if applicable.
Reporting the Fraud
- The fraud will be reported to your credit card company
- This may result in your account(s) being closed
- This will impact your credit rating
- The fraud will be reported to our local law enforcement
- The fraud will be reported to your local law enforcement
SECTION 12 – 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.
For more detail, please review our Returns Policy (Section 4).
SECTION 13 – OPTIONAL TOOLS
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.
SECTION 14 – THIRD-PARTY LINKS
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.
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.
SECTION 15 – 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.
SECTION 16 – PERSONAL INFORMATION
SECTION 17 – 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).
SECTION 18 – 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 merchant-ability, 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 licencors 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.
SECTION 19 – INDEMNIFICATION
You agree to indemnify, defend and hold harmless TH3D Studio LLC and our parent, subsidiaries, affiliates, partners, officers, directors, agents, contractors, licencors, 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.
SECTION 20 – SEVERABILITY
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 enforce-ability of any other remaining provisions.
SECTION 21 – TERMINATION
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).
SECTION 22 – ENTIRE AGREEMENT
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.
SECTION 23 – 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.