Customer Service

Here you will find all of the information you'll need about our customer service and post order information.

The information is organized in the following categories:

Modifying your order
Tracking your Order 
Problems with your 3D Printed Model

Modifying your order

Modifying or adding objects in your order

Once you have completed your order on our online 3D printing or laser cutting service, it will no longer possible to modify the objects or to add supplementary objects.

Changing your shipping address

Assuming your order is still in the process of being created, and your order has not yet been shipped, it will be possible to change your shipping address. Simply contact us at contact@sculpteo.com or fill out our contact form.

Sculpteo can not be held responsible for secondary shipping costs, if there is an error in the delivery address and it is returned to sender.

Cancelling Your Order

If your object has started the production process, it will no longer possible to cancel your order. The delay between order validation and the start of the production process is often very short, though it can vary depending on the 3D printing or laser cutting queues and the material chosen.

Your order can be cancelled only when it's status is "Queuing". Our production process is carried out in multiple steps, from  the file analyzation, to the production, and finally to finishing. Once the object moves to “production” it is no-longer possible to cancel the order or object as your  file has already been sent to our professional 3D printer or laser cutting machine.

To find the status of your order, simply go to the order tracking page.

Tracking your order

Understanding your order status

To find your order's status, simply go to the order tracking page.

Tracking Delays

We do everything we can to ensure that your order arrives as fast as possible. However, there are rare cases in which the arrival date does not match the date indicated at checkout. If such a situation arrives, please excuse any tardiness and feel free to contact us for a further explanation.

The dates indicated at checkout are calculated automatically, taking into consideration the current queue of objects in our professional 3D printers, laser cutting machines and the size of your object.

It is not possible to cancel your 3D print or laser cutting project after the production process has begun. You are, however, able to check on your order on our order tracking page.

Problems with your 3D Printed Model

Unprintable Model

If your model has parts that are too thin, too fragile, or run a high risk of breaking, the object is considered unprintable. If this is the case, you will receive an email explaining the situation, and a refund of your object will be placed into your Sculpteo account.

This can also arrive when attempting to 3D print objects from a Sculpteo boutique. The objects within the Sculpteo marketplace are generated independent of Sculpteo; we are not responsible for the modelization of the object.

If you would like to 3D print your object despite our recommendation not to, send us an email at contact@sculpteo.com or send us a message using our contact form.

Problems with your Vectoriel File

 

If your vectoriel file has a configuration that does not respect the minimum spacing between 2 cutting lines, your project cannot be produced. If this is the case, you will receive an email explaining the situation, and a refund of your object will be placed into your Sculpteo account.

If you would like to continue with the production of your vectoriel despite our recommendation not to, you can send us an email at contact@sculpteo.com or send us a message using our contact form.

Defective Products

Your object undergoes multiple quality checks before it is dispatched. If your received object is defective, you have 30 days from the delivery date to contact us with our customer service claim form, we will reply to you within 24 hours.

In the case of an incorrect object, you will need to communicate the following information about the incorrect product:

  • Order Reference Number
  • Model Name
  • Material
  • Photographs of the object and of the parcel in which you received the object.

 

Even with the above information, our customer service may ask for you to return the object for examination. If the defect was a fault of Sculpteo, our customer service team will reprint the object correctly and send it to you. Note however that objects that you have just changed your mind on can not be returned.



Haven't found the information you're looking for? Contact us using our contact form. We'll get back to you right away.