The following policy applies to returns, refunds, and exchanges not covered by our Limited Warranty.
Carbide 3D LLC has a 30-day return policy. If more than 30 days have gone by since your purchase, we cannot offer you a refund or exchange. Retain the original packaging during these 30 days, because it is required to complete a return. We are unable to process returns for merchandise that is not ordered directly from Carbide 3D.
To be eligible for a refund, your item must be unused and in the same condition that you received it. All items must be returned in their original packaging. If you are returning a Nomad or Shapeoko, it must be shipped in the packaging it came in.
If you received the original packaging in a damaged condition, please indicate this when you submit your return or exchange authorization request, so that alternate instructions may be provided.
If you have any questions about how to pack the machine please let us know. Any damage due to incorrect packing will invalidate your return.
To complete your return, we require a receipt or proof of purchase. To start the return process, please fill out our support form or email firstname.lastname@example.org. We will respond to your request within 5 business days. No merchandise will be accepted for return or exchange unless pre-approved. Please include the following information in your email: your name, order number, date of purchase, Serial number if applicable, and whether you are requesting a refund or an exchange. If you would like an exchange, please tell us the reason for returning the product. If your return is pre-approved you will receive an approval notification email, which will include a return approval number that must be included with your return shipment.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. If the items returned do not match those authorized, we will not accept the return, and it will be mailed back to you at your expense. If you have requested a refund and we have approved it, a credit will automatically be applied to your credit card or original method of payment within 10 business days.
All refunds for non-defective items are subject to a 10% restocking fee. This fee will be deducted from your refund.
We only replace items that are defective or damaged. If you need to exchange an item within 30 days of purchase, send us an email at email@example.com, or fill out our support form. We will respond to your request within 5 business days. Your exchange approval notification email will include an exchange approval number that must be included with your return shipment. Once your exchange has been approved, please follow the shipping instructions above. We will ship a replacement product within ten days of receiving your defective or damaged item.
Mail products in their original packaging to:
3630 Skypark Dr
Torrance CA, 90505
Please write your return or exchange approval number on the exterior of the box before shipping.
You are responsible for paying the return shipping for any item. We strongly suggest using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item.
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