Help Center
How can we help you today?
Search our knowledge base or browse categories below to find answers about orders, shipping, returns, and using your 3D pen.
Orders & Shipping
Tracking, delivery times, rates
Returns & Refunds
Exchanges, refund timelines
Product & Safety
Using your pen, PLA filament
Payments
Methods, billing, promo codes
Account
Login, addresses, preferences
Popular Questions
How do I track my order? +
Once your order ships, you'll get an email with a tracking number and link. You can also check order status anytime from your account dashboard under "My Orders."
How long does processing take before shipping? +
Orders are processed and packed within 1–2 business days. During sales or holidays, it may take slightly longer, but we'll always keep you posted.
How much does shipping cost?+
Standard shipping is free on orders over $50. For orders under $50, a flat rate applies at checkout. Express shipping is also available and calculated at checkout.
Do you ship internationally? +
We currently ship to the regions shown at checkout. If your country isn't listed yet, reach out to our support team - we're expanding regularly.
What is your return policy? +
Unused items in original packaging can be returned within 14 days of delivery for a refund or exchange. Defective or wrong items are always eligible, regardless of packaging condition.
How long does a refund take? +
Once we receive your returned item, refunds are processed within 5–7 business days and issued to your original payment method.
My item arrived damaged - what do I do? +
Email us photos of the damaged item and packaging within 48 hours of delivery. We'll send a free replacement or full refund - no return shipping required.
Is the 3D pen safe for kids? +
Yes , our pens use low-heat, non-toxic PLA filament and feature a cool-touch nozzle design, making them safe for kids to use with light adult supervision.
What filament works with my pen? +
Our pens are designed for 1.75mm PLA filament. We recommend our own PLA packs for the smoothest flow and most vibrant colors, though most standard 1.75mm PLA is compatible.
My pen isn't extruding filament smoothly - help! +
This is usually a minor clog. Try our clog-clearing guide in the Tutorials section, or contact support with your order number for step-by-step help.
What payment methods do you accept? +
We accept all major credit/debit cards and other secure payment options shown at checkout. All transactions are encrypted and processed securely.
My promo code isn't working. +
Double-check the code for typos and confirm it hasn't expired. Some codes exclude sale items. Still stuck? Our support team can help apply it manually.
How do I reset my password? +
Click "Forgot password" on the login page and follow the link sent to your email to set a new one.
Can I update my shipping address after ordering? +
If your order hasn't shipped yet, contact us immediately with your order number and we'll update it. Once shipped, address changes aren't possible.
Our support team typically replies within 24 hours - we're happy to help with anything above.