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General FAQ

This is a short list of our most frequently asked questions from people which we think can be of help. For more information about us or if you need more support, please contact our customer service.



Index

What is 3Dfilamenta?
Who bears the liability when buying at 3Dfilamenta?
Where do the products ship from?
How do I find products or sellers that ships from my own country?
Are sellers featured on 3Dfilamenta trustable?
Who should I contact if I have a dispute with a seller?
Here You Can Find Answers to Questions about Payment/taxes & Import duties
Are prices displayed on 3Dfilamenta tax included?
Do I need to pay import duty when the goods arrive at my place?
Which payment methods is available?
When making a money transaction, will 3Dfilamenta or the seller receive the payment?
Where can I find my order invoice for my purchase?
Here you can Find Answers to Questions about the Order
Can I place an order from many different sellers simultaneously?
How do I use my coupon code (s)?
I forgot to use my coupon code, what should I do?
Am I able to choose a different delivery address instead of billing address?
Am I able to change my order after I have place the order?
What should I do if I accidentally input the wrong address?
Am I allowed to cancel the order after purchase?
Here you can Find Answers to Questions about the Delivery
How much does shipping cost?
I ordered many products but only received a few, why?
Can the seller ship my order so that I get it in maximum three days?
How do I know if the seller ship internationally?
Who delivers the order?
Am I able to track my order online?
Will I get notification when my package will be sent out?
What should I do if I have not received a notice to pick up my package?
What if the package is sent, but I never receive any package after 25 working days?
Here you can Find Answers to Questions about Returning Goods
What should I do if I have received a defective product?
What should I do if I have a claim on a product that has become defective within the warranty period?
How long is the warranty?
What should I do if I want to return a product?
Here you can Find Answers to Questions about Other Things
How do I unsubscribe from the newsletter?
Is there a physical store where I can see the products?



What is 3Dfilamenta?

At first glance 3Dfilamenta looks like a normal online shopping store, however there is something more to it. 3Dfilamenta or as we call us 3Dfilamenta Marketplace is an additive manufacturing related sales platform connecting sellers and potential buyers from all around the globe. When you buy from 3Dfilamenta it basically means you are buying from one or many unique sellers at our Marketplace.



Who bears the liability when buying at 3Dfilamenta?

The liability on any product or service offered will always belongs to the specific seller. If you have any question about any product or service it is in your best interest to contact the specific seller for more information.



IWhere do the products ship from?

Shipping location depends on where the seller is located. To know where the products ships from, please access the unique sellers “about us” page to get more information.
For example: If you buy from a seller located in the United States and another product from a seller in China, the products will ship from both these countries.

If you buy a digital product you can download the product directly (with a possible time limit). For more information, please refer to responsible seller.



How do I find products or sellers that ships from my own country?

If you only want to order from your country, you can filter this by entering the “Shop by Country” page on the website. From there you can sort all merchandises and services that is located in your country.
If your country is not located in the location menu, then it means there is no products or services located in your country.

You can also filter and see all sellers located in your country by entering the “Shop by Seller” page on the website.



Are sellers featured on 3Dfilamenta trustable?

Anyone related to 3D Printing can start selling at 3Dfilamenta. To secure yourself when shopping online, read the comments and ratings on each seller on the seller page. Based on the comments and ratings you should make a decision if the seller is trustable or not. Further if the seller are offering to accept payment with PayPal there is a buyer’s protection that can refund your funds if it is proven that the seller is not trustable. In the case we notice a seller is not trustable we will immediately close/blacklist the sellers account until things have proven to be trusted or solved.



Who should I contact if I have a dispute with a seller?

If you have a dispute with a seller, you must solve the issue with the seller or with third parties involved in the dispute.
3Dfilamenta have the rights to limit or close any sellers to sell if they do not follow our Seller Terms and Conditions.

In the case where you think the seller has violated 3Dfilamenta´s Terms and Conditions, please notify us and we will take a closer look on the case.

Here You Can Find Answers to Questions about Payment/taxes & Import duties



Are prices displayed on 3Dfilamenta tax included?

All prices at 3Dfilamenta are displayed including tax, it is however up to the seller to include tax or not.



Do I need to pay import duty when the goods arrive at my place?

If you buy merchandises from sellers that is located in the same country and ship from same country you do not need to pay any import duty.
Example: John live in USA and buys from a Seller in USA= No Import Duties.

If you buy merchandises from sellers that is located and ships outside of your country it is likely you need to pay import duties unless other stated.
Example: John live in USA and buys from a Seller in Europe= Import Duties Applies.

If you buy merchandises from sellers that is located and ships from Europe and you are also living in Europe it is likely you do not need to pay import duties unless other stated.
Example: Mike live in England (Europe) and buys from a Seller in France (Europe) = No Import Duties Applies.

If you import, as stated in the “Term of Condition”, you are always responsible for any governmental taxes and import duty on your purchases in view of your country’s import regulations. To get more information about import duty, please contact your local shipping agency.



Which payment methods is available?

3Dfilamenta have included payment options such as PayPal (including credit card) and Bank Wire transfer. However the payment options available depends on the seller. Some sellers that do not have any PayPal may only give you the option to pay by Bank Wire transfer and vice versa.

As soon as you have added your products to the shopping cart and proceed to check-out, you will be guided through check-out steps, which includes: Summary, Login, Address, Shipping and Payment. In the last step, you will have the option to choose the payment option available.



When making a money transaction, will 3Dfilamenta or the seller receive the payment?

The payment options available at the store are third party payments, which means all transactions will always be between buyer and seller. Not in any circumstances will 3Dfilamenta receive any funds from any buyer.
If any dispute occur it is up to the seller and buyer to solve the problem.



Where can I find my order invoice for my purchase?

After your purchase you will receive an email with order invoice attached. You can also at any time download/view the invoice by logging in to your 3Dfilamenta account. In your account, you can see all your order history purchases, invoices and credit-slips.

Here you can Find Answers to Questions about the Order



Can I place an order from many different sellers simultaneously?

Yes you can, simple add any product to your basket and check-out. The system will automatically add any necessary shipping cost to the order. You can also always check-out and pay each seller separately. We recommend you buy products from same seller to save shipping cost.

For example: John in USA buy one product from Italy, one product from USA and another one from China. John adds all products to the basket and check-out. The system auto-calculate the fee for each seller including shipping cost and John in this case need to pay freight cost to each seller from each country.



How do I use my coupon code (s)?

You can enter the coupon code when you are doing the checkout in the "Vouchers" field and click "Add". You will not be able to utilize the coupon if the check-out is already validated.
Only one coupon can be used in one order.



I forgot to use my coupon code, what should I do?

Contact responsible seller and inform about the discount code. They can deduct it from your order.



Am I able to choose a different delivery address instead of billing address?

Yes, it is possible to choose a different delivery address when you place your order. You can do it directly on check-out or on the setting page of your account profile.



Am I able to change my order after I have place the order?

If the order is not packed, you can change your order. Your best bet is to contact the seller´s customer service.
NOTE: Your order will be packed as soon as possible, so please contact the seller as soon as possible.



What should I do if I accidentally input the wrong address?

If the order is not sent, the seller can correct it. Your best bet is to contact the seller´s customer service.
If the package is already sent you or the seller need to call the responsible shipping carrier to re-route the package to your address.



Am I allowed to cancel the order after purchase?

If the order is not packed and sent, you can of course cancel it. Your best bet is to contact the responsible seller’s customer service.
NOTE: Your order will be packed as soon as possible, so please contact the seller as soon as possible. If you bought from many sellers, please contact respective seller. You also need ask for a refund.

Here you can Find Answers to Questions about the Delivery



How much does shipping cost?

To view your total freight cost, please add products to the basket. Sign up for an account or log in if you already a member and follow the checkout steps. In the following steps you can choose delivery address to see your final freight cost.
The system will automatically add any necessary shipping cost to the order. If you buy from different sellers you will need to pay shipping cost to each seller. You can also always check-out and pay each seller separately. We recommend you buy products from same seller to save shipping cost.
You can also directly in the product page get an estimated shipping price by using the “SHIPPING ESTIMATION” function on the site.



I ordered many products but only received a few, why?

If you ordered from different sellers, the products will probably not arrive at the same time, but will eventually. Your best bet is to contact the specific seller for more information.

If you ordered from only one seller, please contact the seller for further information.



Can the seller ship my order so that I get it in maximum three days?

Shipping time differs for each seller. Please check sellers “about us” page for exact information.

As a standard rule, products shipped from your country normally takes 3-5 working days while international shipping takes 5-7 working days for express shipping and 15-25 working day for postage parcel shipping, but then again, please check with your seller for correct shipping time.



How do I know if the seller ship internationally?

3Dfilamenta is mend to be a Marketplace that allows anyone to buy international. This means many sellers listed on our site will ship international but with restrictions to some countries. It is up to respective seller to decide which countries they ship to.

In order to view if seller ship to your country you can:

-          Use the “SHIPPING ESTIMATION” method on the product site. If you select your delivery destination then estimated shipping cost will appear. This means Seller ships to your destination.

-          Check-out, if you manage to check-out it means the seller indeed ship to your destination.

In the case where sellers do not ship to your destination you can always contact the specific seller to enable shipping for your delivery destination.



Who delivers the order?

The appointed seller at 3Dfilamenta Marketplace chooses which shipping company to use and it is the seller that is responsible to ship the goods. Normal shipping companies are UPS, DHL, FedEx and other post carriers. If you want the seller to ship with a special carrier, please contact responsible seller.



Am I able to track my order online?

Most order will have tracking number, it is up to the seller to give you any tracking number. Your tracking number will be sent to you 1-3 days after the seller have sent your order. The seller will email you the tracking code after shipment.



Will I get notification when my package will be sent out?

Each seller are responsible to update your buying status. Normally you will get these following emails notifications after purchase:
1. Order confirmation (confirmation that your order has been received)
2. Payment accepted confirmation (a message that your order have been paid for)
3. Handling confirmation (confirmation that your order is now being handled and is processing)
4. Shipped confirmation (confirmation that your package have been shipped)
5. Tracking number (tracking number for your package)
6. Feedback (automatically email generated by the system asking you for feedback on the product or service you bought)



What should I do if I have not received a notice to pick up my package?

If you have not received any notification via SMS or e-mail from your local Post/Delivery office, but you are able to see through the tracking that the package is already at the delivery point, you can collect the package by bringing with you the tracking number and verify it by appointed shipping company.



What if the package is sent, but I never receive any package after 25 working days?

Contact responsible seller quoting your order number, they will examine it and identify the problems with the order.

Here you can Find Answers to Questions about Returning Goods



What should I do if I have received a defective product?

If you received a defective product, always contact the seller’s customer service. Please input the order number when contacting customer service. You as a consumer have the rights for either refund or get a new product based on the warranty period. This applies only if the product is defective upon arrival, or if it has become defective within the warranty period.



What should I do if I have a claim on a product that has become defective within the warranty period?

Always contact seller’s customer service. Please input the order number when contacting customer service. Seller will then find the best solution for you! This applies only if the product is defective upon arrival, or if it has become defective within the warranty period.



How long is the warranty?

All sellers at 3Dfilamenta have the obligation to give at least 6 month warranty on any products or services. Some sellers have more than 6 month. In order to get the correct guarantee time, please contact the responsible seller you bought the product or service from.



What should I do if I want to return a product?

Before returning any products, always contact the seller you bought the item from. They will investigate and decide if the product is refundable. Virtual files, used products, consumables and services are not refundable.
The refund will not include the shipping cost and you will bear the cost to return the item to the seller.

Tips: If you bought from a seller overseas, it may be more profitable to sell the item on local second hand market or auction it out since returning the item overseas often means expensive shipping cost.

Here you can Find Answers to Questions about Other Things



How do I unsubscribe from the newsletter?

At the end of the newsletter, there is a link to make a cancellation of our newsletters.



Is there a physical store where I can see the products?

Some sellers have physical stores, please see the sellers “about us” page for more information.

Did you Not Get an Answer to Your Question?

Please contact 3Dfilamenta customer service via mail, we will help you with your questions!

From us all to You All: Happy Making-The Future is Now!