Contact us
Questions about a printer, an order or a return? Send us a message and we'll reply by email within 1 business day.
Quick answers
- Where is my order?Delivery times and tracking
- Returns and refunds30 days for unused items
- Which printer is right for me?Use the printer finder
- Common questionsDelivery, damage, warranty
3D Pen Craft is operated by Weweb Agency, a company registered in France.
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Common questions
When will my order arrive?
Printers that ship from our US warehouse arrive in 3–5 business days; the product page says when an item ships from there. Other items are processed in 1–2 business days, then take 7–14 business days in transit from our fulfillment partner in China. A tracking number is emailed when your order ships. Shipping policy
My order hasn't arrived yet. What should I do?
If your order hasn't arrived within the estimated time, send us a message with your order number and we'll investigate with the carrier.
How do I return an item?
Unused items in their original packaging can be returned within 30 days of delivery. Send us a message with your order number and we'll send you return instructions. Return shipping is paid by the customer unless the item arrived damaged or defective. Approved refunds are issued to your original payment method within 5–10 business days. Opened filament can't be returned unless defective. Return policy
My item arrived damaged or defective. What now?
Contact us within 7 days of delivery with photos of the issue, and we'll arrange a replacement or a full refund at no cost to you.
Is there a warranty?
We don't provide a written warranty of our own. If your order arrives damaged or defective, tell us within 7 days of delivery and we'll replace it or refund it in full, at no cost to you. Unused items in their original packaging can be returned within 30 days of delivery.
Which printer should I choose?
Start with the printer finder: pick what you want to make (your first printer, color prints, fine detail or big parts) and it narrows down the lineup. Still unsure? Send us your project and we'll suggest a printer. Find your printer