Your satisfaction is our top priority. As such, we are happy to cancel or adjust any order before it ships or enters production at no cost to you*. Please read our policy for all cancellation and return scenarios below:
- You cancel your order BEFORE the order has shipped: If you order an as-is product (meaning no customization needed), you can cancel for a full refund any time before the order is processed. (We urge you to contact us immediately for cancellation as your order could ship at any time.) You incur no penalty if you cancel before the order is processed. Otherwise, a cancellation fee may be applied to your refund.
- You cancel your order AFTER it has shipped: If you request to cancel your standard order after it has shipped, you will receive a full refund for the price of your order (minus actual two-way shipping costs and a 25% restocking fee) once the warehouse confirms receipt of your returned item. We will attempt to reverse delivery on our end but please refuse delivery if necessary.
- You received the item, but it's not working correctly or is missing parts: If the item isn't working correctly, and it does not appear to have been damaged during shipping, please email us at email@example.com.
- You received an item that appears to have been damaged during shipping: It is imperative that you inspect your delivery thoroughly PRIOR to signing off on the delivery receipt. If the product is damaged beyond repair, REFUSE delivery, write “refused due to damage” on the receipt, and contact us immediately so we are aware of a return shipment. (Please take photos of the damage.) If the product can be fixed with replacement parts, ACCEPT delivery and send Orion 3D Printers photos of the damage within 5 days.
You've received the product but you've decided you want to return it: If you receive an item, it is in good condition, but you decide to return it, you can do so only if all of the following requirements are met:
- The item must be unopened, unused, and still in the original packaging.
- You must contact us to notify us that you'd like to return the item within 30 calendar days of delivery.
- You must contact us to get an RMA Number and return instructions prior to returning the item.
If you return an item without all three of the above requirements being met, the item will be refused and come back to you and no refund will be issued. If you meet all three of the above requirements, your refund will be issued in one of the following two manners (which we will discuss with you):
- We can refund the amount you originally paid (less our actual cost for shipping and handling) as a store credit, OR
- We can issue a refund for the amount you originally paid LESS a 25% restocking fee and our actual cost for shipping and handling both ways.
Once the customer has requested for an order to be backordered an order can not be refunded or canceled.
All products of the following brands are not subject to exchanges, cancellations, and returns: Flashforge, Sindoh, Zortrax, Wasp, Makerbot, Flux, Phrozen.
**If you confirm your order or request to cancel your order after 24 hours, a non-refundable 2.9% + 30¢ will be deducted from your refund.