Frequently Asked Questions
Contact Us
If you can't find the answer you're looking for, please contact our support team. We are here to help!
Pre-sales consulting: artillery3d@hotmail.com
Technical support: support@artillery3d.com
Working Days: Monday to Friday
Working Hours: 5:00 PM - 0:00 AM (Your Time Zone)
Response Time: We will reply within 24 hours on working days.
Thank you for choosing us for your 3D printing needs!
Payment
Q1: Failed Payment
A: The following steps may help to resolve the issue:
1. Update your billing address: Ensure that the billing address you entered during the payment process matches the address associated with your payment card.
2. Check your shipping address: Make sure there are no abbreviations or errors in your shipping address that could cause issues.
3. Try a different payment card: If you have another payment card available, try using it to see if the payment goes through.
4. Clear browser cache: Clear your browser cache before attempting the payment again.
If you have followed these steps and are still experiencing payment failure, we recommend contacting your bank for further assistance.
Q2: My card has been charged, but I have not received the order confirmation email.
A: You can check the order history and order number within "My account". The email may have been filtered to your spam folder.
Order Status
Q1: Change/add products to the original order
A: Once the order processing has started, we cannot make changes to the order. However, if it is less than 3 hours after you have placed your order, you can try to cancel it by contacting our after sales email address, after the order is canceled, you will be required to re-order your purchase again.
Q2: Is it possible to cancel my order
A: If your order has not yet been confirmed or shipped, you can try to cancel your order by contacting our after-sales email address.
Once an order is confirmed, we cannot make any changes to it. If you still want to cancel your order, you have the option of refusing to take delivery. Please note that in the case of a defect-free return, you will be responsible for the return shipping costs.
Q3: The logistics track has not been updated after shipment. What should I do?
A: If the logistics track has not been updated after 7 days, please contact us. If within 7 days, please wait patiently.
Q4: Why did I only receive half of my order?
A: We might have divided your order into several packages. Perhaps slow trucking causes the speed to be out of sync. Please wait 7 days and contact us for logistic tracking.
Q5: I received an email about the shipment being delivered, but nothing arrived. What should I do?
A: It is recommended that first you call the local post office to confirm and check the surrounding environment again for parcels. Please contact us, we would love to help you.
Shipping Policy
Q1: Shipping Zone and Fees?
A: We have several warehouses located in US, DE and China.
Normally, your order will be directly dispatched from the warehouse near your location. Occasionally, if the warehouse near you runs out of inventory, we will ship your parcel directly from China to fulfill your order, We offer Free Shipping on orders over $80+
Q2: Standard Shipping
A: The order price is between $0.00–$19.99, and $5.99 USD is charged.
For orders priced between $20.00–$79.99, $8.99 USD will be charged.
Free shipping on orders over $80.
Q3: How long does delivery take after shipping?
A: Shipping Time = Warehouse Handling Time + Shipping Time
US/EU:They will be shipped within 3 business day, delivery takes 5-7 business days. If it shows out of stock, delivery takes 15-25 business days.
CHN:They will be shipped within 3 business day, delivery takes 15-25 business days.
The estimated delivery times depend on the stocking options you select during the purchase process. For instance, if you opt for SHIP FROM "US" and EDT "Aug", your 3D printer will be dispatched from our local US warehouse in August through express delivery, which typically takes 3-5 business days to arrive. Please note that accessories and consumables will be shipped from China, ensuring you receive the best quality components for your printer.
After-Sales Policy
Warranty Period
The general warranty period starts from the date the original customer receives the product.For your product, the parts in question, or the country/region of purchase, the warranty period for return, replacement, and repair services may vary.Warranty Period - The warranty period for printers/components is as follows:
The product enjoys a 1-year warranty period.
Limited Warranty Period - 3 Months: Some products and components enjoy a 3-month limited warranty period. They include:
- Extruders (excluding extruder gear assemblies)
- Multicolor box level one feeders (excluding feeder funnels)
- Multicolor filament racks
- SD cards
- Hardware kits
For more information about the product after-sales policy, please refer to the after-sales details page