Questions and answers
If yours is not here, ask us — we will add it.
- Is the price I see at the start the price I pay?
- Not necessarily. The figure you see when you upload is a provisional estimate worked out automatically from the size and shape of your model. A person then reviews the file and confirms the final price. It can go up or down, and you approve it before paying anything.
- Does someone actually look at my file?
- Yes. Every single order is reviewed by a person before it goes near a printer. That is the whole point — automatic checks miss things like thin walls, unsupported overhangs and features too fine to print.
- What file types can I send?
- STL, 3MF and OBJ, up to 50 MB. 3MF is the best choice if your software offers it, because it records real-world units. If you only have a CAD file, export it as STL first.
- What material do you print in?
- PLA, at launch. It is strong enough for most things, prints cleanly, and is made from plant starch rather than petroleum. We will add more materials as we grow, and we will say so plainly rather than quietly substituting one.
- How long does it take?
- Review is usually within one working day. Printing depends on the size of the job. We give you a realistic timeframe when we confirm the price, and we email you when your order goes on the printer and again when it is posted. We do not promise a delivery date we cannot keep.
- When am I charged?
- Only after a person has reviewed your file and you have approved the final price. Production starts once payment clears. Nothing is taken before that.
- What happens to my 3D file?
- It is stored privately, is never public, and only you and our review team can see it. We delete it 14 days after your order closes. We keep it longer only if there is a dispute, a support case, a refund investigation or a legal reason, and we email you before it goes. Your order and payment records are kept separately for our accounts.
- Can you design something for me?
- Often, yes. Tell us what you need on the contact page and we will quote design time separately before starting. We would rather talk it through than guess.
- What will you not print?
- Anything illegal, unsafe, or that infringes someone else's rights — weapons and their components, anything designed to deceive or defraud, and anything we judge unsafe in use. The full list is on the acceptable use page, and we will tell you why if we decline.
- Can I cancel?
- You can cancel any time before you pay, from your order page, at no cost. After payment the item is made specifically for you, so the usual 14-day cooling-off right for online purchases does not apply to it. If something arrives faulty or not as agreed, tell us and we will put it right.
- Do you ship outside the UK?
- Yes, to Ireland and much of the EU, priced in euros. Delivery is worked out from your address and the weight of the parcel, and it is shown before you pay.
Still stuck? Get in touch and a person will answer.