Shipping Policy

1.1 When will my order be processed?

All orders Processing Time 1-2 working days, timing depends on the actual situation (Public Holidays / Weekends excluded).
Processing time may be delayed if your shipping address is questionable and your order is flagged as a risk (we use this additional time to help ensure the security of your information). We may require proof of identification for the billing information received.

1.2 How long will it take for me to receive my order?

Ⅰ. Printers and parts out stock of warehouse, printers ship from China, free ship usual take 25-50 business days after you complete your order. Parts free ship Exclusive ship menthod usual take 15-40 business days after you complete your order (Belarus, Kazakhstan, Qatar, Saudi Arabia, United Arab Emirates, Egypt, Kuwait, Russia, Brazil usual take 30-40 business days).

Ship time and cost for 3d printers as:

Ship time and cost for parts & accessories as:

1. Asia: Indonesia, Singapore, Japan, Thailand, Philippines, Vietnam, Korea, Malaysia
2. Europ & UK etc: Denmark, Bulgaria, Croatia, Iceland, Liechtenstein, Hungary, Luxembourg, San Marino, Serbia, Austria, Andorra, Greece, Germany, Italy, Latvia, Norway, Czech Republic, Monaco, Slovakia, Slovenia, Vatican City, Belgium, France, Faroe Islands , Poland, Ireland, Estonia, Sweden, Switzerland, Lithuania, Romania, Finland, United Kingdom, Netherlands, Portugal, Spain, Albania, Malta
3. Middle East & Others: Belarus, Israel, Qatar, Kazakhstan, Saudi Arabia, Kuwait, United Arab Emirates, Egypt
4. Noth America: Canada, Mexico, United States

Ⅱ. When process checkout you can select ship method, ship from warehouse or from China, and the estimated delivery time.

Note: We can ship 3D printer and accessories from our oversea warehouses or from our China factory to the countries as: Albania, Andorra, Australia, Austria, Belarus, Belgium, Brazil, Bulgaria, Canada, Colombia, Croatia, Czechia, Denmark, Egypt, Estonia, Faroe Islands, Finland, France, Germany, Greece, Hungary, Iceland, Indonesia, Ireland, Italy, Japan, Kazakhstan, Kuwait, Latvia, Liechtenstein, Lithuania, Luxembourg, Malaysia, Malta, Mexico, Monaco, Netherlands, New Zealand, Norway, Philippines, Poland, Portugal, Qatar, Romania, Russia, San Marino, Saudi Arabia, Serbia, Singapore, Slovakia, Slovenia, South Korea, Spain, Sweden, Switzerland, Thailand, United Arab Emirates, United Kingdom, United States, Vietnam.

Currently other countries not in the list above will not ship.

1.3 How can I track my delivery?

All order packages have specific tracking information. You will receive the first email notification of the shipping details once the parcel has been shipped. The tracking number will be sent out to your email 1-2 working days after you received the first notification email.

Tracking
We recommend that you register an account on our website to keep track of your order.
Parcel Tracking Site: https://www.17track.net/en.
(It usually delays 1 - 3 days to sync the tracking information before uploading to the internet.)

1.4 What are the shipping charges like?

Shipping is FREE for all 3D printers and accessories, and for international deliveries. You may select your item and proceed to the check out page as charges are based on weight and volume. Upon entering your delivery details, we will auto calculate the delivery charges based on your given address without the need for payment or registration.

1.5 Taxes and Duties

FREE SHIPPING DOES NOT INCLUDE YOUR COUNTRY'S IMPORT TAX, CHECK BEFORE ORDERING!
If 3D printers and accessories shipping from China might cause tariffs, please know well about your country's laws, all the products we selling default FOB trading terms, the buyers will take responsibility on all kinds of tax in their country. Shipping from the local state has no import tariffs required.

• Your order may be subject to customs or import duties that are charged once the parcel reaches its destination country. Legally these charges must be paid by the recipient of the parcel. Unfortunately, we have no control over these charges and cannot tell how much the cost would be, as customs policies and import duties vary widely from country to country.

• Customs duty is charged as a percentage of the total value of the goods. The duty rate percentage depends on the country the package is being sent to, but on average is between 3% and 9%. We have no control over the charges which is why we cannot include them in the cost of the item, or within the postage costs. We generally try to reduce the declared value of the package to reduce taxes and fees, but you may still need to pay a small amount of customs fees.

• Please note: Our shipping services are tax-inclusive, generally, you no longer need to pay additional duties. But sometimes, when the delivery method is commercial express, the package may face customs clearance or other unexpected risks. In this special case, the customer is required to assist in customs clearance.

1.6 Can I change my shipping address after my order has been confirmed?

Unfortunately, we are unable to redirect orders once your order is confirmed. Therefore, please ensure you provide the correct shipping address.
PLEASE DO NOT provide PO.BOX/Parcel central address, it will affect the shipping time, if you did, please contact us at [email protected]  to change the address.

Friendly Reminder
If you do not live in a secure location please be wise about the shipping method you chose as standard mail couriers will not require a signature and packages will be left and any "secure" location deems fit to the mail carrier.
- We are not responsible for the incorrect address filled in by the customer. Please note that the address could not be modified if the item has already shipped.
- A restocking fee will be charged if you do not claim your item and it is returned. The charge will be 10% of the total charge per item.

1.7 There is a missing item in my order, what should I do?

We apologize for sending you an incomplete order. Please contact us and we will get back to you as soon as we can.

1.8 I’ve received a defective item, what should I do?

We apologize if you had received a defective item from us. Please contact us with a snapshot of the product and we will get back to you as soon as we can.

1.9 I’ve received an incorrect item, what should I do?

We apologize for sending you the wrong item. Please contact us and we will get back to you as soon as we can.

1.10 I’ve purchased the wrong item.

We do not provide exchanges for wrong purchase. We do however, accept returns for products purchased from us. You can refer to our Returns & Exchanges policy here and its procedures.

1.11 I have not received my parcel, what should I do?

Kindly drop an email in contact page if you have not received your parcel within the stipulated time frame and we will assist you accordingly.

1.12 I have not yet receive my parcel within the stipulated time frame. Whom can I contact?

You may check the status of your parcel via “Track your order” at to find out why it might have been delayed. Alternatively, you may drop us in contact page and we will assist you further.

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30 Days Money Back Guarantee

We know that every situation is different and in some cases, it’s possible that a 3d printer may not work quite like you had hoped. If you’re not satisfied with your purchase for any reason, we offer a return policy during which you can return your order for a refund.

We accept returns within 30 days of receipt for printers, the extruder kit within 3 months replace, and a 1-Year warranty for all major parts which include motor, screen display, and hotbed.

2.1 Things to Remember when Preparing Your Return

• The return period starts on the day the product delivered and ends 30 days from delivered

• Contact us firstly request the RMA (Return Merchandise Authorization). The return address will be sent in the RMA.

• All items which were originally included with the product should be returned.

• Returns should be placed in an outer shipping box to avoid any damage to the original product packaging.

• Write the RMA number that we provide you on the outside of the package box. This will ensure your return is processed as quickly and efficiently as possible.

• Do not write on the original retail product packaging.

• Refunds will be made for the original purchase price paid, minus restocking fees $9.99 USD. When process check out, if ship method you select not for free ship, the original ship postage is not refundable.

• Refunds will be in the form of the original payment.

• Products that were not authorized to be returned, sent freight collect, mailed after the return period has expired are subject to a restocking fee $9.99 USD.

• Significantly damaged returns even with an RMA will be subject to a 20% fee.

• If we sends the wrong item, or the item is damaged, the cost will be borne by us.

2.2 Non-Refundable:

• It is requested beyond 30 days (30) calendars days of receiving a product.

• A product sent back for return & Refund or exchange does not include all original accessories, attachments or packaging, or any item is not in new or like-new condition, i.e. with cracks, dents or scratches.

• A legal proof of purchase, receipt or invoice is not provided or is reasonably believed to have been forged or tampered with.

• Any fault or damage of the product is caused by unauthorized use or modification of the product, including exposure to moisture, entry of foreign bodies (water, oil, sand, etc.) or improper installation or operation.

• Product labels, serial numbers, waterproof marks, etc. show signs of tampering or alteration.

• Damage is caused to the product by uncontrollable external factors, including fire, floods, high winds or lightning strikes.

• Other circumstances stated in this policy.

2.3 Customer Responsibilities:

• Shipping charges of the return delivery.

• Send return Tracking Number.

• All returns are subject to a $9.99 USD re-stocking fee.

2.4 Refund Processing Timeframe

Once a return arrives at oversea warehouse or China factory, you should receive an email notification of your refund from us within 2 business days, depending on the number of items that need to be processed. PayPal process refund may take 1-5 business days. If after 7 business days you have not received your PayPal refund, then please contact us and we'll follow up for you.

2.5 Request Exchange or Replace Service

• Within 30 (30) calendar days of receiving the product if the product has sustained a substantial damage in transit, provided always that the damage proof issued by the carrier can be provided to us.

• Within 30 (30) calendar days of receiving the product if the product does not match the original description of the product in one or more significant respects.

• Within 30 (30) calendar days of receiving the product if the product suffers performance failure.

2.6 Shipping costs must be covered by buyer in the following situations.

• Returning products for any reason other than a proven defect.

• Buyers' accidental returns.

• Returning personal items.

• Returning items claimed to have defects but found by quality control to be in working condition.

• Returning defective items in international shipping.

• Costs associated with unauthorized returns (any returns made outside of the approved warranty process).

If the customer changes the motherboard firmware privately, the machine will lose the qualification for the warranty and the customer will bear the costs incurred. In this case, the customer can send the motherboard back to the factory for repair, and all costs incurred are borne by the buyer.

2.7 Part Exchange or Replacement for Quality-Related Issues

All quality-related defects on items sold directly are covered by an extensive warranty, starting from the date of purchase. Replacement part provided may not be new, but it will be in good working order and at least functionally equivalent to the original product or part’s warranty. A replacement part shall be covered for the time remaining in the original product’s warranty.

2.8 Shipping costs must be covered by buyer in the following situations.

• Buyer must provide sufficient proof of purchase.

• The defective item’s serial number and/or visible proof depicting the defect are required.

• It may be necessary to return an item for quality inspection.

2.9 Valid proof of purchase

Order number from online purchases.

If you have any questions about our Return Policy, please do not hesitate to contact us.

Return & Refund Policy

• Request Return Service

We accept returns within 15 days of receipt for printers, the extruder kit within three months replace and a 1-year warranty for all major parts which include mainboard, motor, screen display, and hotbed.
Regarding the returned printer, we do not undertake the shipping costs if it's not the printer itself problem, and if the return to China is required, we also do not take the tax that may occur.
 

• Return Service will not be provided where

It is requested beyond 15 days (15) calendars days of receiving a product.
A product sent to Tronxy Mall for Return & Refund Service does not include all original accessories, attachments or packaging, or any item is not in new or like-new condition, i.e. with cracks, dents or scratches.
A legal proof of purchase, receipt or invoice is not provided or is reasonably believed to have been forged or tampered with.
Any fault or damage of the product is caused by unauthorized use or modification of the product, including exposure to moisture, entry of foreign bodies (water, oil, sand, etc.) or improper installation or operation.
Product labels, serial numbers, waterproof marks, etc. show signs of tampering or alteration.
Damage is caused to the product by uncontrollable external factors, including fire, floods, high winds or lightning strikes.

Other circumstances stated in this policy.

• Request Replacement Service

Within 30 (30) calendar days of receiving the product if the product has sustained a substantial damage in transit, provided always that the damage proof issued by the carrier can be provided to store.tronxy.com. 
Within 30 (30) calendar days of receiving the product if the product does not match the original description of the product in one or more significant respects. 

Within 30 (30) calendar days of receiving the product if the product suffers performance failure.

• Shipping costs must be covered by buyer in the following situations

 Returning products for any reason other than a proven defect
 Buyer’s accidental returns
 Returning personal items
 Returning items claimed to have defects but found by Tronxy MALL quality control to be in working condition
 Returning defective items in international shipping

 Costs associated with unauthorized returns (any returns made outside of the approved warranty process)

 If the customer changes the motherboard firmware privately, the machine will lose the qualification for the warranty and the customer will bear the costs incurred. In this case, the customer can send the motherboard back to the factory for repair, and all costs incurred are borne by the buyer.

• Part Replacement for Quality-Related Issues

All quality-related defects on items sold directly by Tronxy MALL are covered by an extensive warranty, starting from the date of purchase. Replacement part provided by Tronxy MALL may not be new, but it will be in good working order and at least functionally equivalent to the original product or part’s warranty. A replacement part shall be covered for the time remaining in the original product’s warranty.

• What to Do Before Obtaining After-Sales Service

  Buyer must provide sufficient proof of purchase 

  Tronxy MALL must document what happens when buyers troubleshoot the product

  The defective item’s serial number and/or visible proof depicting the defect are required

  It may be necessary to return an item for quality inspection

• Valid proof of purchase

  Order number from online purchases made through store.tronxy.com