Aquí encontrará toda la información que necesita sobre nuestro servicio al cliente y la información posterior al pedido.
Modificar o agregar objetos en su pedido
Una vez que haya completado su pedido en nuestro servicio de impresión 3D o corte por láser en línea, ya no será posible modificar los objetos o agregar objetos adicionales.
Modifica su pedido
Cambiar su dirección de envío
Suponiendo que su pedido aún esté en proceso de creación y que su pedido aún no se haya enviado, será posible cambiar su dirección de envío. Simplemente contáctenos en contact@sculpteo.com o complete nuestro formulario de contacto.
Sculpteo no se hace responsable de los gastos de envío secundarios si se devuelve al remitente un error en la dirección de entrega.
Cancelación de su pedido
Si su objeto ha comenzado el proceso de producción, ya no será posible cancelar su pedido. El retraso entre la validación del pedido y el inicio del proceso de producción suele ser muy breve. Sin embargo, puede variar según la impresión 3D o las colas de corte por láser y el material elegido.
Su pedido se puede cancelar solo cuando su estado es "En cola". Nuestro proceso de producción se lleva a cabo en múltiples pasos, desde el análisis del archivo hasta la producción y finalmente hasta el acabado. Una vez que el objeto pasa a “producción”, ya no es posible cancelar el pedido o entidad ya que su archivo ya ha sido enviado a nuestra impresora 3D profesional o máquina de corte por láser.
Para conocer el estado de su pedido, simplemente vaya a la página de seguimiento de pedidos.
Rastrea su orden
Comprender el estado de su pedido
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.