Purchases, Warranties, and Refunds
If you are outside the US due to shipping costs we charge 50% of the cost of return postage to you. Shipping costs outside the US are over 5 times the cost to us so sending out a replacement is costly. Average prices for international shipping are around $18US with the insurance in case a package is lost or damaged.
WE ARE NOT RESPONSIBLE FOR LOST, DAMAGED, OR STOLEN PACKAGES. IF YOU WANT INSURANCE PLEASE PURCHASE USPS PRIORITY MAIL. TH3D WILL NOT BEAR THE COST OF REPLACING LOST, STOLEN, OR DAMAGED PACKAGES. First Class International is Insured through a 3rd party but payouts are SLOW and sometimes not guaranteed. If you do not want to take the risk then get USPS Priority mail or do not order.
Once a payment is processed through PayPal or any other payment processor that we use all sales are considered final. In the event that we do allow a return for non-defective reasons (buyers remorse, not reading the documentation, etc) there is a 15% restocking fee as we can not then sell that product as new. Due to the nature of the products we sell it is very easy for someone to scam us out of coins or any other products of a digital nature (firmware, support, etc). Most of the products that we sell are non-returnable by our suppliers since most orders are custom built. Refunds may be made at our discretion and you MUST go through troubleshooting as many issues are customer machine related and not a defective product. There will be restocking fees on items that are returned and test good on our in house test machines.
In the event that you need to cancel an order please email us at Support@TH3DStudio.com OR use the Contact Us link and if we have not begun processing the order we will try to cancel it. This is not a guarantee but we will make a best effort.
Unless otherwise specified all items are covered under the manufacturer warranty (if any) and there are no guarantees made by TH3DStudio. All our products are backed by a 90 day guarantee and we will usually ask for the defective part back for inspection, you are responsible for return shipping. Any travel, labor, and/or parts are billable on any services performed on systems. The manufacturer does not compensate us to repair the units so we have to charge for our time and travel. We will handle getting the parts replaced under the manufacturer warranty but our time and travel is 100% billable.
All items in our store are guaranteed NOT DOA. You must notify us within 7 days of receiving the item if it is DOA. We test any and all items sold for electrical and physical defects before shipping. We stand behind our products so if you have an issue let us know immediately. 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.
Pictures on the items may be slightly different from what you receive. What does this mean? It means that we try to source the products from the same vendors but there can be variances like different circuit layouts, board colors, etc. The item will ALWAYS be the same specifications as what is listed on the website. We will not sell a lesser item than what is listed. You will always get what is advertised or better.
By purchasing our custom 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.
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.
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.
If you are verbally abusive to our support staff and/or start slandering 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 new products from our store. Treat others how you want to be treated.
Personal identification information
We may collect personal identification information from Users in a variety of ways, including, but not limited to, when Users visit our site, place an orderfill out a form and in connection with other activities, services, features or resources we make available on our Site. Users may be asked for, as appropriate, name, email address, mailing address, phone number, credit card information,
Users may, however, visit our Site anonymously.
We will collect personal identification information from Users only if they voluntarily submit such information to us. Users can always refuse to supply personally identification information, except that it may prevent them from engaging in certain Site related activities.
Non-personal identification information
We may collect non-personal identification information about Users whenever they interact with our Site. Non-personal identification information may include the browser name, the type of computer and technical information about Users means of connection to our Site, such as the operating system and the Internet service providers utilized and other similar information.
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How we use collected information
TH3DStudio collects and uses Users personal information for the following purposes:
- To improve customer service
- Your information helps us to more effectively respond to your customer service requests and support needs.
- To process transactions
- We may use the information Users provide about themselves when placing an order only to provide service to that order. We do not share this information with outside parties except to the extent necessary to provide the service.
- To send periodic emails
- The email address Users provide for order processing, will only be used to send them information and updates pertaining to their order. It may also be used to respond to their inquiries, and/or other requests or questions. If User decides to opt-in to our mailing list, they will receive emails that may include company news, updates, related product or service information, etc. If at any time the User would like to unsubscribe from receiving future emails, User may contact us via our Site.
How we protect your information
We adopt appropriate data collection, storage and processing practices and security measures to protect against unauthorized access, alteration, disclosure or destruction of your personal information, username, password, transaction information and data stored on our Site.
Third party websites
Users may find advertising or other content on our Site that link to the sites and services of our partners, suppliers, advertisers, sponsors, licensors and other third parties. We do not control the content or links that appear on these sites and are not responsible for the practices employed by websites linked to or from our Site. In addition, these sites or services, including their content and links, may be constantly changing. These sites and services may have their own privacy policies and customer service policies. Browsing and interaction on any other website, including websites which have a link to our Site, is subject to that website\’s own terms and policies.
Your acceptance of these terms
By using this Site, you signify your acceptance of this policy and terms of service. If you do not agree to this policy, please do not use our Site. Your continued use of the Site following the posting of changes to this policy will be deemed your acceptance of those changes.
Last Revised: 12-06-2017
- 8-23-2017 – Initial Version
- 9-12-2017 – Revised International Shipping Agreement
- 12-06-2017 – Added clarification of lost, damaged, or stolen packages.
- 1-24-2018 – Added Verbal Abuse Clause
- 1-26-2018 – Added Note about ENGLISH ONLY support.
- 1-30-2018 – Added Section for Repair Services