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 cannot be redeemed for cash, 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.
Customs/Import Fees – The buyer is responsible for any customs fees, import duties, or any other fees charged to them by their country.
Order Corrections or Cancellations – Order corrections such as adding or omitting items from an order are taken on a case-by-case basis and are NOT guaranteed. Changes to orders cannot be made once tracking information has been issued.
Order cancellations are best effort and not guaranteed. When processing a cancellation, you will be offered (A) the choice of a store credit for the full order amount, or (B) a monetary refund to your original payment method minus a 5% processing fee. Refunds are issued back to the original payment method or as store credit ONLY, at the customer’s discretion. Refunds typically post within 1-2 days from date of issue, sometimes faster depending on the payment method. We cannot issue refunds to alternative payment methods.
If you do not specify your choice between a store credit or refund-minus-processing-fee, and you do not respond to our inquiries within 3 business days, we will automatically process the refund minus the processing fee.
Orders that have been shipped cannot be cancelled.
Missing Items – If you are missing an item from your order you must contact us within 14 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 14 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.
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.
Price Changes – If a price changes, we do not retroactively apply discounts to existing orders. Prices are subject to change at any time.
Shipping and Carrier Issues
Shipping Times – Orders are typically shipped within 1 business day. During holidays, events, or other busy periods, shipping may be delayed.
Carrier Shipping Time Estimates and Carrier Delays – Carrier shipping times are estimates, not guarantees. Carrier delays are outside of our control. We cannot issue refunds for the cost of shipping due to carrier delays.
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.
Shipping Cost Changes and Carrier Upgrades – Shipping cost at time of checkout is based on an estimate that is automatically set by our shipping software via the current carrier rates, which may fluctuate without notice. We reserve the right to upgrade your shipping carrier/speed to an equivalent (or faster) service at our discretion if there is a notable discrepancy between the estimated shipping cost (what you paid during checkout) and our actual cost at time of shipping. This will be done at no additional cost to you and you will receive an email notifying you of the change.
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.
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.
Shipping Insurance for Lost/Stolen/Damaged Orders
Route Shipping Insurance – We use a service called Route for shipping insurance in cases of lost/stolen/damaged packages. This is an opt-out service available at checkout. This is the only form of insurance we provide. If you disable the Route shipping insurance, TH3D is not responsible for lost/stolen/damaged packages.
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.
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). The default option is for Route to reship the order unless the customer specifies otherwise.
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.
Standard (Non-Warranty) Item Returns
Non-Refundable Items – Any purchase of a digital download product is non-refundable. Support instances and paid support services are 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.
Return Material Authorization (RMA) – All returns must be authorized by TH3D staff in advance. Any returns sent to TH3D without an authorization will be rejected, and the customer will be given an opportunity to pay for shipping to have the items returned to you. Items not claimed within 30 days of our notice to you will become property of TH3D with no further action.
Return Window and Deadlines – Except as otherwise noted, every product has a 30-day return policy. The customer must notify our staff in writing and receive an authorization within 30 days of receiving the product based on tracking information (or order date if tracking is no longer available). Return requests submitted after 30 days will be denied.
Shipping A Return – Once an RMA is authorized, the customer will be responsible for shipping the items back to us at their cost. We require all non-warranty returns to be postmarked within 5 business days of the authorization, and we require that you provide us tracking information within this period. Failure to do so may result in your RMA being cancelled and your return rejected.
Returns must be sent back in a box. Any packaging other 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.
All items and kits must be returned in clean and like-new condition with all components present. If the item or kit is missing parts or the condition is unsatisfactory (dirty, sticky, physically damaged, etc.), the return will be rejected.
Processing – Returns are retrieved and processed several times a week. Returns processing may be delayed by up to several days during periods such as holidays or events. We always communicate with you via your ticket as items are received and processed.
Refunds will only be issued once we receive the product, the product is complete, and the return is fully processed by our staff.
Fees – New, unopened, and unused items are subject to a 5% restocking fee; shipping is non-refundable. Items that are opened or used are subject to a 15% restocking fee. Opened returns must be in like-new condition with all components and accessories included. Fees are automatically deducted from the overall refund amount.
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.
If you received “free shipping,” the actual shipping cost we paid to ship the order will be deducted from the refund amount.
Refunds – Refunds are issued back to the original payment method or as store credit ONLY, at the customer’s discretion. Refunds typically post within 1-2 days from date of issue, sometimes faster depending on the payment method. We cannot issue refunds to alternative payment methods. Cryptocurrency refunds will be issued as store credit ONLY.
International Non-Warranty Returns – The customer 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.
Warranty Coverage Details – All products come with a minimum of 3-month warranty coverage. Some higher-end products come with a 6-month warranty. Warranty information is listed on the sales page for each item. Check the sales page of the item in question, or contact us for more information.
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.
Damage to the product from misuse, modification, disassembly, use of 3rd party products, failure to follow directions, or lack of knowledge (whether intentional or accidental) is not covered under the terms of this warranty.
Some items, such as EZFlex plates or printed components, may have cosmetic variations due to the manufacturing process for these items. Cosmetic variations alone do not qualify an item for warranty unless those defects directly affect the use of the product.
Warranty Procedures – When a warranty issue is reported, our staff will ask for details and will attempt to assist with troubleshooting where possible. If you cannot or will not attempt troubleshooting or do not provide enough information, we cannot proceed with warranty procedures.
Warranty cases reported within 30 days of receipt will be provided a shipping label to return the items to us. Customers with warranty cases outside the 30-day period will be responsible for shipping the warrantied items back at your own cost. A note with your ticket number and order number must be in the box with the warranty items. Warranty shipments are typically processed within 3-5 business days of us collecting them arriving at our warehouse. In these cases, we will wait until the item arrives and is received by our staff before we issue a refund or replacement item. We CANNOT cross-ship items in these cases, we apologize for the inconvenience.
Warranty Processing, Replacements, and Refunds – After a warrantied item is inspected and found to be defective, you will be offered a choice of a replacement item (new or refurbished depending on stock) or a store credit or refund for the cost of the item ONLY. Shipping costs are non-refundable. In the event we are out-of-stock of a replacement item, we will notify you and work with you to issue a replacement as quickly as possible. Store credit is issued via our Gift Card system. Refunds are issued back to the original payment method ONLY, we do NOT provide refunds to other payment methods or accounts.
International Warranty Returns – We cannot provide pre-paid shipping labels for international warranty returns. We handle international warranty cases on an individual basis according to our normal warranty terms as much as possible. In some rare cases, you may be asked to destroy the defective unit before a refund or replacement item can be issued. Please contact us for more information should you need to exercise the warranty on an international order.
Non-Defective Fee – All warranty products received by TH3D are inspected to confirm they are defective. In the event that a product is received and found not to be defective due to undisclosed issues or failure to properly troubleshoot with our agents, 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 be considered abandoned and 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 minus the Non-Defective fee, 15% restocking charge, and all shipping costs incurred by TH3D.
Repeat failure – If a replacement item fails in the same manner as the original and is NOT due to a clear defect in the product, no further replacements will be issued. Damage to products caused by printer, machine, or operator failure are NOT considered for warranty.
B-Stock, Clearance, Refurbished, Mystery Boxes – Items sold under these categories are sold AS-IS and generally do not come with any support or warranty. Check the individual product page for the item for details on any warranty coverage or terms.
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 (minus applicable fees as stated above) 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.