MAKERBOT CUSTOMER SUPPORT POLICY
LAST DATE UPDATED: October 17, 2017
1. CONTACT US
Whether you’re having a problem with something you bought from us, or just have some questions, we’re always happy to help. Whenever you have a question, just head over to support.makerbot.com to get in touch with our team.
We do our best to get back to you as soon as possible. You should receive a response: (a) within two business days if you have MakerCare; and (b) three business days for if you have a warranty claim. Start a support case with us, and if we can’t resolve it via email, we’ll be happy to talk to you.
2. WARRANTY, RETURNS, AND REPLACEMENTS
We will provide parts or service on items that prove to be defective from the time of manufacture, and we’ll work with you to get your product running again. For more information on MakerBot’s Limited Warranty, please see www.mbot.me/legal. MakerBot accepts returns on a very limited basis: for any electronic items, returns are only accepted on devices within 30 calendar days from the date of delivery, subject to a 10% restocking fee. For non-electronic items, MakerBot accepts returns only on unopened items within 30 calendar days from the date of delivery.
3. MAKERBOT EXPERIMENTAL PRODUCTS
We do not provide customer support for any experimental products sold through MakerBot Labs (all such products collectively referred to herein as the “MakerBot Experimental Product”), including, but not limited to, the MakerBot Labs Experimental Extruder. MakerBot Experimental Products do not have a warranty of any kind. Please visit thingiverse.com/groups/makerbot-labs for any issues with such experimental products.
4. SPECIAL ORDERING REQUIREMENTS
If you’re unable to place an order directly on the webstore, need to use a purchase order, or have any other needs, please get in touch with us so we can help you.
5. ORDER CHANGES AND CANCELLATIONS
Contact us as soon as possible if you need to change your order. Smaller orders will often ship the next day, so it may not be possible for us to change them. Items with longer lead times can often be edited if necessary; please try to ensure your order is as accurate as possible when submitting it.
6. SALES TAX
Most orders shipped within the USA will include a state sales tax on your order, unless you provide us with proof of tax-exempt status. The following states are exempt: Alaska, Arkansas, District of Columbia, Delaware, Hawaii, Louisiana, Maine, Montana, Nebraska, New Hampshire, North Dakota, Oregon, Wyoming.
7. SHIPPING INFORMATION
Please see our shipping page for complete details.