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.
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.
- New/unopened returns are subject to a 5% restocking fee and used/opened returns are subject to a 15% restocking fee.
- You are responsible for making sure your order is correct and complete. If you are unsure of what will work with our machine you can use our Live Chat or Contact Us for any pre-sales questions.
- All product support is through our email system. Phone support is available at an additional charge.
- Prices for our products are subject to change without notice & we do not retroactively apply the discount and/or sale prices to existing orders.
- Discount codes for Out Of Warranty Replacements are only for the same product, do not apply to similar products, and are limited to that specific product availability.
- We shall not be liable to you or to any third-party for any modification, price change, suspension or discontinuance of the Service.
- If you have an issue and/or failure of a product do not remove it from the machine before taking pictures clearly showing all connections to the product. These pictures must be sent to support so we can determine if it was a product failure or improper installation. Failure to do this may result in warranty denial.
- Failure to know how to properly operate your computer, 3D Printer, and/or any software for your computer and/or 3D printer does not mean a product is defective. Before purchasing any products you should know the basics of operating a computer and 3D Printer. If you have any questions before or after purchasing you can contact our support.
- If you are verbally abusive to anyone on our team you will be instructed to return the product(s) if within 30 days of receiving them and banned from all TH3D services (included but not limited to: Technical Support, Website, Store, Warranty Service). Restocking fees will apply and shipping will not be refunded.
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 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.
SECTION 4 – RETURN/SHIPPING POLICY
Before any Return Authorization (RMA) will be issued troubleshooting must be done, most issues are machine issues and not the product. You can open a support ticket through our Contact Us link at the top of our site.
Some items are not eligible for a return (example: bed sheets (this includes flex plates), magnetic sheets, filament, bootloader kits) once opened/installed/used, please check the product page warranty section for applicable product terms (if any). Defective items with these terms are still able to be exchange/replaced if there is a defect with the product. Do NOT send any returns or warranty returns back in a padded mailer, you must use a box.
If a product is sent back in a padded mailer any warranty will be void and/or return denied as padded mailers do NOT provide protection for delicate products like control boards or sensors.
New Returns – You can return products that are new within 30 days of receipt, shipping is non-refundable and buyer is responsible for return shipping. Refunds will only be issued after we receive the product back from the customer. A 5% restocking/processing fee will apply to all returns to cover time and payment processing fees associated with returns.
Used Returns – Used within 30 days of receipt Non-defective returns are subject to a 15% restocking/processing fee, shipping is non-refundable and buyer is responsible for return shipping. Refunds will only be issued after we receive the product back from the customer.
Bundled Item Returns – If you return part of a bundle the difference between the discounted bundle price and the full price will be deducted from the refund of the part that is being returned for a refund.
Return Shipping – Buyer is responsible for return shipping on non-defective returns and warranty returns older than 31 days.
Returns Sent without RMA – If a return is sent without prior authorization through the TH3D ticket system a $20 processing charge will be automatically deducted from your return. You must contact us before sending a package back to get a return setup before sending product back.
Free Shipping – Orders returned that used Free or Discounted shipping will have the actual shipping cost deducted from the refund amount. If some items are returned from a free shipping order and the remaining order amount is less than $125 50% of the actual shipping cost will be deducted from the refund as the order no longer qualifies for free shipping.
Digital Product Downloads – Any purchase of a digital download product is 100% non-refundable.
Processing Time on Returns – Ticket number AND Order number must be in the box with the product(s) and you must have a RMA. Failure to include this information will delay the processing of your return. Most replacements are processed within 2 business days but can take up to 5 business days in some cases. Refunds will only be issued after we receive the product back from the customer.
Incorrect Address – 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.
Shipping Loss/Damage/Theft – We will not bear the cost or be held responsible for replacing lost, stolen, or damaged packages. If a loss or damage occurs on an insured package we will ship out a replacement or issue a refund (buyers choice) once we receive approval of the insurance claim. Full details on our shipping claims process are laid out here: https://th3dstudio.com/shipping-faq/
Delivery Times – 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.
Missing Items – If you are missing an item from your order you must contact us within 7 days of delivery through our support desk immediately and provide pictures of the box, packing materials, and all items received. All orders are recorded under HD camera so we can verify if something was packed or not.
Clearance/B-Stock/Mystery Box Items – These types of items are sold as all sales final and additional terms (like warranty, support, etc) are handled per the description on the product page itself.
Import Fees – The buyer is responsible for any customs fees, import duties, or any other fees charged to them by their country.
Shipping Forwarders – We do not ship to addresses that are known shipping forwarders.
Right of Refusal – We reserve the right to refuse a return for any reason. Refusal to troubleshoot is the #1 reason we would deny a return.
Non-Defective Returns – In the event that a product is received that a customer claimed was defective and is not actually defective the buyer will be responsible for all shipping charges incurred by TH3D and the customer as well as a testing charge of up to $20 may apply to non-defective returns to cover time spent on the test. Testing charges will be deducted from the refund amount.
Return Handling – Returns are opened and tested under HD video. Video footage of testing will be provided most of the time and if it is not you can request it.
Shipping Insurance Claims – US claims on insured shipping methods can be opened 15 business days after shipment. International claims on insured shipping methods can be opened after 30-40 business days after shipment. If you receive an insurance payout/refund AND receive the order later on you are legally responsible for reimbursing TH3D Studio LLC and/or the Insurance service for the full amount that was originally payed out/refunded for the order.
SECTION 5 – ORDER CANCELLATION/CHANGES
In the event that you need to cancel or change an order submit a cancellation through our form at http://contactus.th3dstudio.com or call 312-858-8433 option 2 and if we have not begun processing and/or shipped the order we will try to cancel/change it. Please note that due to fees incurred from Payment processors and staff time required to cancel an order a 5% cancellation fee will apply to any order cancellations. Order cancellation or changes are not guaranteed, 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. DOA and defects within 30 days of delivery TH3D will cover shipping charges. Outside of 30 days customer is responsible for shipping costs.
If you have an issue and/or failure of a product do not remove it from the machine before taking pictures clearly showing all connections to the product. These pictures must be sent to support when you contact us so we can determine if it was a product failure or improper installation. Failure to provide detailed pictures may result in warranty denial because without these we cannot determine cause of failure in most cases. The warranty period starts on the day your package shows delivered on it’s tracking and is in effect for the length as stated on the product page.Do NOT send any returns or warranty returns back in a padded mailer, you must use a box. If a product is sent back in a padded mailer any warranty will be void and/or return denied as padded mailers do NOT provide protection for delicate products like control boards or sensors.
Physical Damage: If a product is found to have physical damage (improper installation and/or wiring falls under 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 the property of TH3D after 30 days of us notifying you of the damage. 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. Products that are damaged due to not being installed in accordance with the product installation guide(s) are considered physically damaged.
International Warranty Shipping: Since international shipping is expensive depending on the item we 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. A replacement or refund will be issued for the defective part depending on part and/or shipping costs.
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 30 days of receiving the item if it is DOA.
Warranty Replacements: 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.
Processing Time on Warranty Replacements: Ticket number AND Order number must be in the box with the product(s) and you must have a RMA. Failure to include this information will delay the processing of your replacement. Most replacements are processed within 2 business days but can take up to 5 business days in some cases.
Partial Refunds: We do not issue partial refunds on products that fail within the warranty period.
Non-Defective Parts: In the event that a product is received and is not actually defective the buyer will be responsible for the shipping costs to ship the working item back to them, if TH3D paid for the label to ship the item to us the buyer is responsible for the charges incurred to ship the product to us. A testing charge of $20 may apply to non-defective returns to cover time spent on the test. If testing charges and shipping charges are not paid within 30 days of us notifying them of the status of the warranty return then the product will be property of TH3D.
Other Products: Used, Refurbished, Clearance, “B-Stock”, or “Mystery Box” Products are sold as-is with no warranty, no support, and all sales are final (no returns).
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 using our Contact Us page. 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 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. Community Links
- Discord: http://Discord.TH3DStudio.com
- Forum: https://Forum.TH3DStudio.com
- Customer FB Group: https://www.facebook.com/groups/th3dstudio/
- General FB Group: https://www.facebook.com/groups/c3dforum/
The communities are a great source for help with your printer. However, TH3D is NOT liable for any advice given in the communities should damage to your machine, products, property, and/or person arise.
TH3D Standard Support
Products using Unified Firmware (EZABL Kits): We provide email support for customers with issues related to the product itself and features listed that are related to the product on the Unified Firmware page. Setup of a MKS Gen L based printer or any other printer with a non-OEM board is NOT included under product support. 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. Support is on the product itself not your entire machine. PC/Machine/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. Support is on the product itself. PC/Machine/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, and a valid order number must be provided to be eligible for support.
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 send 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 the property of TH3D and we may use the item(s) for internal use or re-sell to recoup repair costs.
SECTION 9 – PRE-ORDERS/BACKORDERS
Pre-orders/backorders are subject to the same refund, cancellation, support, warranty policies as normal products as defined in Sections 4, 5, and 6. Pre-order/backorders dates are NOT a guarantee but our best estimate. We will communicate all delays as soon as we receive them on a pre-order product so you know what the status and new ETA is.
SECTION 10 – COUNTERFEITING & CLONING
By purchasing our custom products (EZABL, EZOut, EZBoard, 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. 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.
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 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.
SECTION 19 – INDEMNIFICATION
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.
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 enforceability 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 24 – 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. This program is offered as a fun thing to reward our customers but we cannot spend time retroactively applying benchies to accounts should you forget to log in or did not create an account.
SECTION 25 – 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.