Here you will find all of the information you'll need about our customer service and post order information.
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 be possible to modify the objects or to add supplementary objects.
Modify your order
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 an error in the delivery address is returned to the sender.
Canceling Your Order
If your object has started the production process, it will no longer be possible to cancel your order. The delay between order validation and the start of the production process is often very short. However, it can vary depending on the 3D printing or laser cutting queues and the material chosen.
Your order can be canceled only when its status is "Queuing.” Our production process is carried out in multiple steps, from the file analysis to the production and finally to finishing. Once the object moves to “production,” it is no longer possible to cancel the order or entity 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.
Track 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 where the arrival date does not match the date indicated at checkout. If such a situation arrives, please excuse any delay and feel free to contact us for a further explanation.
The dates indicated at checkout are calculated automatically, considering the current queue of objects in our professional 3D printers, laser cutting machines, and the size of your object.
It is impossible 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 thing will be placed into your Sculpteo account.
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
Your project cannot be produced if your vectorial file has a configuration that does not respect the minimum spacing between 2 cutting lines. 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 producing your vectorial 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 wrong 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 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. We'll get back to you right away.