Refund and reprint policy

Before printing starts

Cancel any time before your job starts printing and we refund the full amount — no questions, no fee. Use the cancel button on your order page or email us. A multi-plate order (plate block) is one order: it cancels as a whole, before the first plate starts.

If we cancel your job — a pre-flight problem, a refused job, a machine we can't bring back online in a reasonable time — you also get a full refund.

Once printing starts

There are no refunds for change of mind once printing has started. Your part is being made to your file or confirmed values, for you; it has no other buyer. This is the standard rule for custom-made goods, and it is the reason we let you cancel freely right up to the moment the printer starts.

If the print fails and it's on us

When a print fails for a reason we control, we reprint it free, at the front of the queue. If the free reprint fails the same way, we refund the job in full. Ours includes:

• machine faults — clogs, layer shifts from the printer, power loss mid-print;
• wrong material loaded, or filament that fails in-spec slicing;
• damage from our handling, packing or storage before handover.

If the failure comes from your supplied file or confirmed values

You slice, so slicing outcomes are yours — that trade is what keeps our prices at the published formula. When a print fails because of the file — supports that didn't hold, bed adhesion from the file's first-layer settings, wrong plate or printer profile, geometry the slicer flagged and was overridden — there is no refund and no free reprint. We'll send photos and tell you what we saw so you can fix the slice and reorder. If you're not sure your slice is safe, email us before you pay — checking costs nothing.

For an in-house item, generation and slicing are ours. If the controlled artifact is defective, it is handled as our failure. Before an item becomes a job, you receive a customer-specific preview and submitted-value summary and explicitly confirm them. A part that correctly matches those confirmed dimensions, wording and options is not eligible for a free reprint merely because a value was measured or entered incorrectly.

What counts as a defect

FDM prints have visible layer lines, seams, and small surface variation; supported overhangs show support scarring. These are characteristics of the process, not defects. A defect is a print that doesn't match the supplied or confirmed machine-ready artifact: failed or shifted layers, wrong material, wrong scale, damage in our care.

Uncollected prints

We hold finished prints for 30 days after we tell you they're ready. After that they may be disposed of and the order is not refundable. Email us before the window closes if you need more time.

Shipping upgrades

If you pay to switch a completed pickup order to Canada Post shipping and then change your mind, contact us before we create the carrier label. We can refund that separate shipping payment and return the order to pickup. Once a label has been purchased, any refund depends on whether the carrier charge can be recovered and on rights the law does not allow us to exclude. Refunding a shipping upgrade does not refund the completed custom print.

How refunds are paid

Refunds go back to the card you paid with, through Stripe, usually within 5–10 business days of our confirmation. We never refund to a different card or in cash.

Card disputes

If something is wrong, email [email protected]first — we answer fast and we fix real problems, usually faster than a dispute resolves. For every order we keep the quote breakdown you accepted, file/artifact hashes, the printer's job telemetry, photos of the finished part, the pickup or carrier hand-off confirmation, and your acceptance of these terms at checkout. Uploaded and machine-ready bytes are available only while their short privacy-policy retention window is still open. For an in-house item, the durable evidence also includes the immutable source-version ID, exact confirmed values, generation audit, preview and machine-ready hashes. Generated STL and geometry-only .3mf intermediates are deleted immediately and are not chargeback evidence. We contest chargebacks that this policy does not support with the evidence still lawfully retained.

Your legal rights

Nothing in this policy limits any right you have under Ontario's Consumer Protection Act, 2002 or other law that cannot be waived. This policy is part of our terms of service.