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Shipping Policy

1.1 When will my order be processed?

All orders Processing Time 1-2 working days, timing depends on the actual situation (Public Holidays / Weekends excluded).
Processing time may be delayed if your shipping address is questionable and your order is flagged as a risk (we use this additional time to help ensure the security of your information). We may require proof of identification for the billing information received.

1.2 How long will it take for me to receive my order?

Ⅰ. Printers and parts ship from warehouse.

Ship time and free cost for 3d printers as:
Ship time and extra cost for 3d printers of VEHO 800 series, VEHO 1000 series, and VEHO 1000-16 series as:
Ship time and cost for parts & accessories as:
1. Asia: Indonesia, Singapore, Japan, Thailand, Philippines, Vietnam, South Korea, Malaysia, China, Hong Kong SAR, Macao SAR, Taiwan
2. Europ & UK etc: Denmark, Bulgaria, Croatia, Iceland, Liechtenstein, Hungary, Luxembourg, San Marino, Austria, Andorra, Greece, Germany, Italy, Latvia, Norway, Czechia, Monaco, Slovakia, Slovenia, Vatican City, Belgium, France, Faroe Islands, Poland, Ireland, Estonia, Sweden, Switzerland, Lithuania, Romania, Finland, United Kingdom, Netherlands, Portugal, Spain, Albania, Malta, Serbia, Ukraine
3. Middle East & Others: Belarus, Israel, Qatar, Kazakhstan, Saudi Arabia, Kuwait, Turkey, United Arab Emirates, Egypt
4. Noth America: Canada, Mexico, United States
5. South America: Colombia, Argentina, Bolivia, Chile, Ecuador, Guyana, Paraguay, Peru, Suriname, Uruguay, Venezuela

Ⅱ. When process checkout you can select ship method.

Note: We can ship 3D printer and accessories from our oversea warehouses or from our China factory to the countries as: Albania, Andorra, Argentina, Australia, Austria, Bangladesh, Belarus, Belgium, Bolivia, Brazil, Bulgaria, Canada, Chile, Colombia, Croatia, Czechia, Denmark, Ecuador, Egypt, Estonia, Faroe Islands, Finland, France, Germany, Greece, Guyana, Hungary, Iceland, Indonesia, Ireland, Israel, Italy, Japan, Kazakhstan, Kuwait, Latvia, Liechtenstein, Lithuania, Luxembourg, Malaysia, Malta, Mexico, Monaco, Netherlands, New Zealand, Norway, Paraguay, Peru, Philippines, Poland, Portugal, Qatar, Romania, Russia, San Marino, Saudi Arabia, Serbia, Singapore, Slovakia, Slovenia, South Africa, South Korea, Spain, Sweden, Switzerland, Suriname, Thailand, Turkey, United Arab Emirates, United Kingdom, United States, Uruguay, Venezuela , Vietnam.

1.3 How can I track my delivery?

All order packages have specific tracking information. You will receive the first email notification of the shipping details once the parcel has been shipped. The tracking number will be sent out to your email 1-2 working days after you received the first notification email.

Tracking
We recommend that you register an account on our website to keep track of your order.
Parcel Tracking Site: https://www.17track.net/en.
(It usually delays 1 - 3 days to sync the tracking information before uploading to the internet.)

1.4 What are the shipping charges like?

Shipping is FREE for all 3D printers and accessories, and for international deliveries. You may select your item and proceed to the check out page as charges are based on weight and volume. Upon entering your delivery details, we will auto calculate the delivery charges based on your given address without the need for payment or registration.

1.5 Taxes and Duties

FREE SHIPPING DOES NOT INCLUDE YOUR COUNTRY'S IMPORT TAX, CHECK BEFORE ORDERING!
If 3D printers and accessories shipping from China might cause tariffs, please know well about your country's laws, all the products we selling default FOB trading terms, the buyers will take responsibility on all kinds of tax in their country. Shipping from the local state has no import tariffs required.

Your order may be subject to customs or import duties that are charged once the parcel reaches its destination country. Legally these charges must be paid by the recipient of the parcel. Unfortunately, we have no control over these charges and cannot tell how much the cost would be, as customs policies and import duties vary widely from country to country.

Customs duty is charged as a percentage of the total value of the goods. The duty rate percentage depends on the country the package is being sent to, but on average is between 3% and 9%. We have no control over the charges which is why we cannot include them in the cost of the item, or within the postage costs. We generally try to reduce the declared value of the package to reduce taxes and fees, but you may still need to pay a small amount of customs fees.

Please note: Our shipping services are tax-inclusive, generally, you no longer need to pay additional duties. But sometimes, when the delivery method is commercial express, the package may face customs clearance or other unexpected risks. In this special case, the customer is required to assist in customs clearance.

The U.S. selling price of the product includes sales tax.

1.6 Can I change my shipping address after my order has been confirmed?

Unfortunately, we are unable to redirect orders once your order is confirmed. Therefore, please ensure you provide the correct shipping address.
PLEASE DO NOT provide PO.BOX/Parcel central address, it will affect the shipping time, if you did, please contact us at info@tronxy3dprinter.com to change the address.

Friendly Reminder
If you do not live in a secure location please be wise about the shipping method you chose as standard mail couriers will not require a signature and packages will be left and any "secure" location deems fit to the mail carrier.
- We are not responsible for the incorrect address filled in by the customer. Please note that the address could not be modified if the item has already shipped.
- A restocking fee will be charged if you do not claim your item and it is returned. The charge will be 10% of the total charge per item.

1.7 There is a missing item in my order, what should I do?

We apologize for sending you an incomplete order. Please contact us and we will get back to you as soon as we can.

1.8 I’ve received a defective item, what should I do?

We apologize if you had received a defective item from us. Please contact us with a snapshot of the product and we will get back to you as soon as we can.

1.9 I’ve received an incorrect item, what should I do?

We apologize for sending you the wrong item. Please contact us and we will get back to you as soon as we can.

1.10 I’ve purchased the wrong item.

We do not provide exchanges for wrong purchase. We do however, accept returns for products purchased from us. You can refer to our Returns & Exchanges policy here and its procedures.

1.11 I have not received my parcel, what should I do?

Kindly drop an email in contact page if you have not received your parcel within the stipulated time frame and we will assist you accordingly.

1.12 I have not yet receive my parcel within the stipulated time frame. Whom can I contact?

You may check the status of your parcel via “Track your order” at to find out why it might have been delayed. Alternatively, you may drop us in contact page and we will assist you further.

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Cancel Order and Refund

If you want to cancel the order within 2 hours of placing the order, on the working day please contact us at info@tronxy3dprinter.com. We will reply with a confirmation email within 8 hours of the working time, and process the order cancellation for you and refund, you will receive an order cancellation and refunded notification email. If you did not receive a notification email within 12 hours of the working day, please contact us. For orders placed more than 8 hours ago, we cannot cancel the order or issue a full refund.

30 Days Money Back Guarantee

We know that every situation is different and in some cases, it’s possible that our 3D printer may not work quite like you had hoped. If you’re not satisfied with your purchase for any reason, we offer a return policy during which you can return your order for a refund. We accept returns within 30 days (30 calendars days) of receipt for unused 3D printers, the extruder kit within 3 months replace, and a 1-Year warranty for all major parts which include motor, screen display, and hotbed.

2.1 Things when Preparing Your Return

The 3D printer return period starts on the day the product delivered and ends 30 days (30 calendars days) from delivered

Contact us firstly request the RMA (Return Merchandise Authorization) info@tronxy3dprinter.com. The China return address will be sent in the RMA.

All 3D printers which were originally included with the product should be returned.

Returns should be placed in an outer shipping box to avoid any damage to the original product packaging.

Write the RMA number that we provide you on the outside of the package box. This will ensure your return is processed as quickly and efficiently as possible.

Do not write on the original retail product packaging.

Refunds will be made for the original purchase price paid. When process check out, if ship method you select not for free ship, the original ship postage is not refundable.

Refunds will be in the form of the original payment.

Products that were not authorized to be returned, mailed after the return period has expired are subject to a restocking fee $9.99 USD.

Significantly damaged returns even with an RMA will be subject to a 20% fee.

If we sends the wrong 3D printer, or the 3D printer is damaged, the cost will be borne by us.

2.2 Non-Refundable:

It is requested beyond 30 days (30 calendars days) of receiving a product.

A 3D printer sent back for return & Refund or exchange does not include all original accessories, attachments or packaging, or any product is not in new or like-new condition, i.e. with cracks, dents or scratches.

A legal proof of purchase, receipt or invoice is not provided or is reasonably believed to have been forged or tampered with.

Any fault or damage of the 3D printer is caused by unauthorized use or modification of the product, including exposure to moisture, entry of foreign bodies (water, oil, sand, etc.) or improper installation or operation.

3D printer labels, serial numbers, waterproof marks, etc. show signs of tampering or alteration.

Damage is caused to the 3D printer by uncontrollable external factors, including fire, floods, high winds or lightning strikes.

Other circumstances stated in this policy.

2.3 No Cost for Return Shipping:

This happens when we send you the incorrect 3D printer or have sustained substantial damage in transit, provided that the damage proof issued by the carrier can be provided to us. If the package is damaged after signing for it, please contact the local shipper branch within 5 days of signing for it. Obtain a damage assessment report from the agency.

If the product is lost/damaged, you need to provide these information for us to investigate the complaint:

1. - Claim Number
2. - Name, quantity and declared value of the damaged product.
3. - Product image
4. - Packaging image with labels
5. - Recipient name and contact information

Note: The investigation of lost/damaged goods must be conducted within 14 natural days from the date of receipt. If it is overdue, it will not be investigated.

Warm reminder: Please keep all packaging materials to assist in the investigation. If the outer packaging of the package and its internal filling are no longer retained, it is impossible to apply for a damage investigation.

2.4 Customer responsibility:

For customer remorse, this happens when the customer purchased the wrong 3D printer, it doesn't fit, or they no longer want the 3D printer.

Pay for the actual cost of return shipping.

Send return Tracking Number.

2.5 Refund Processing Timeframe

Once a return arrives at China factory, you should receive an email notification of your refund from us within 2 business days, depending on the number of products that need to be processed. PayPal process refund may take 1-5 business days. Credit Card and Local Payment process refund may take 3-15 business days. If after 7 business days you have not received your PayPal refund, or 15 business days not received your Credit Card or Local Payment refund, then please contact us info@tronxy3dprinter.com and we'll follow up for you.

2.6 Request Exchange or Replace Service

Within 30 days (30 calendar days) of receiving the product if the product has sustained a substantial damage in transit, provided always that the damage proof issued by the carrier can be provided to us.

Within 30 days (30 calendar days) of receiving the product if the product does not match the original description of the product in one or more significant respects.

Within 30 days (30 calendar days) of receiving the product if the product suffers performance failure.

2.7 Shipping costs must be covered by buyer in the following situations.

Buyers' accidental returns.

Returning personal items.

Returning 3D printers claimed to have defects but found by quality control to be in working condition.

Costs associated with unauthorized returns (any returns made outside of the approved warranty process).

If the customer changes the motherboard firmware privately, the 3D printer will lose the qualification for the warranty and the customer will bear the costs incurred. In this case, the customer can send the motherboard back to the factory for repair, and all costs incurred are borne by the buyer.

2.8 Printer Packaging

The original packaging can provide the best protection for the products, and improper packaging may void warranty and be subject to charges. Pack the products according to our instructions to prevent damage in transit. We will cover the cost of return shipping which is caused by our product quality during the warranty, but you will be responsible for the returned product's packaging and any damage occurring in transit caused by improper packaging. So we highly recommend that you keep the original packaging box and packing materials of the product in case you need to return it for warranty service.

2.9 3D Printer Part Exchange or Replacement for Quality-Related Issues

All quality-related defects on parts sold directly are covered by an extensive warranty, starting from the date of purchase. A replacement part shall be covered for the time remaining in the original product’s warranty.

We can not ship any replacements before the support team confirms it.

Contact support team, and send photos or videos, the support team will double-check if the heat bed issue can be fixed.

If the issue can not fixed, support will send us the SKUs of replacements.

We will ship replacements according to their SKUs.

3.0 What to Do Before Obtaining After-Sales Service.

Buyer must provide sufficient proof of purchase.

The defective product’s serial number and/or visible proof depicting the defect are required.

It may be necessary to return an product for quality inspection.

3.1 Repair Policy

Our support team is ready to assist you with any issues that you might have with our products. We will gladly provide warranty service if the product is under the warranty window but has the following performance failures:

The product is normally used but has non-customer induced damages or failures.

No unauthorized disassembly, modification or installation without the guidance of the official manual, and other non-customer induced damages or failures.

Valid purchase receipt, invoice, and other relevant paperwork are provided.

The product has function failures due to manufacturing errors or workmanship.

We unable to provide repair for your product in the following circumstances:

The product is found damaged in transit, but it is not rejected on delivery, or no certificate confirming damages is issued by the logistics company. Proof of damage during the transit can not be provided.

The failure is caused by accident, abuse, misuse, flood, fire, earthquake, food or liquid spills, incorrect electrical charge, or other external causes.

The damage is caused by operating the product outside the permitted or intended uses described by us.

The product or part that has been modified to significantly alter functionality or capability without the written permission of us.

Product labels, serial numbers, waterproof marks, etc. show signs of tampering or alteration.

A legal proof of purchase from us, receipt or invoice is not provided or is reasonably believed to have been forged or tampered with.

The product has wear and scratches which are not caused by manufacturing or workmanship and do not influence the product performance.

3.2 Additional considerations

1. Failure to submit requests within the aforementioned period will be deemed as a waiver of your right to return/replace the product unless you can clearly and sufficiently prove to us that you were not able to submit the request in a timely manner due to extraordinary circumstances.

2. We only provide RMA services in the areas of the country/region where you have purchased the product (subject to the invoice and purchase record). If you take your product to another country/region, you will be responsible for all repair and shipping costs. Also, you may not be able to use the product due to the different regional versions. If unauthorised service centers perform changes without approval from us, warranty can be invalid.

3. In case we have provided a replacement part, the warranty does not reset, and the original warranty period still applies.

4. In case you have sent a product back to us for repair, the warranty duration is "paused" during the time it is on the way back to us, in repair, and on its way back to you. In other words, the warranty is extended by the number of days that the product is gone for repair.

5. If you encounter any product damage, do not handle it by yourself without our guidance to avoid any potential risk. Please open a ticket first for support and do repairs only if instructed by the customer support team.

6. Within the warranty period, installation by DIY(Do-it-yourself) of free replacements would be implemented after confirmation from us, the above method of maintenance is part of the warranty of the products available for repair.

7. If the product is damaged due to the use of third-party accessories, or if the third-party accessories are damaged due to the product, the damaged parts of the product and the third-party accessories will not be covered by the warranty.

3.3 Valid proof of purchase

Order ID from online purchases.

Return Address: 23 Baoya Road, Danzhutou Community, Nanwan Street, Longgang District, Shenzhen (518100) China
Support 30-day return and exchange
If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.
If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.

If you have any questions about our Return Policy, please do not hesitate to contact us info@tronxy3dprinter.com.

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