Repair & Reship Service

Ship the bare unit only

Please ship ONLY the bare unit or the defective part. Do NOT include any accessories or loose parts — keep your original build plate, UV lid, and ALL removable components at home.

You will receive back a BARE unit after servicing — with ZERO accessories, parts, or tools (no UV lid, no build plate).
Step 1

What “bare unit” means for your printer

Bare Neptune series printer packing diagram: remove and keep the PEI sheet, mail only the lower base (01) or the upper U frame (02)
Neptune series · FDM

A bare Neptune series printer

  • Remove and keep the PEI sheet.
  • Mail only the lower base (01), or the upper half — U frame (02) — or ship both back for repair service.
  • Do NOT include anything else — no screen, cables, tools, or accessories.
Bare resin printer diagram: remove the vat tank and ship the bare printer only, keep the UV cover, build platform, adapter and all accessories
Resin printers

A bare resin printer

  • Remove the vat tank and ship the bare printer ONLY.
  • Keep everything else in your possession — UV cover, build platform, adapter and cable, scrapers, tools, and ALL accessories.
Bare Centauri series printer: remove the touch screen, glass doors and build plate, ship the bare unit only, keep all original parts and accessories
Centauri series

A bare Centauri series printer

  • Remove these 3 items first: touch screen, glass doors, build plate.
  • Ship the bare unit ONLY.
  • Keep all original parts and accessories in your possession — do NOT include them.

Why bare only?

Minimizing the shipment size helps reduce weight and significantly lowers the risk of damage during transit — including resin spills, carbon powder leaks, scratches, and dents.

Why it matters

Commonly seen freight damage

This is what happens when accessories are left rattling inside the box:

Freight damage example: a cracked printer touch screen
Cracked touch screen
Freight damage example: shattered glass scattered across the build plate inside a printer
Shattered glass loose inside the machine
Freight damage example: a printer shipped with loose parts and accessories inside
Loose parts damaging the unit in transit
Step 2

Put a note in the box

  • Your shipment must include a note marked “Repair & Reship”, with a brief issue description — for example: bad LCD, faulty motherboard, buzzing Z-axis.
  • Leave a copy of the note INSIDE the package, along with your contact #, in case the external label is lost or damaged. The tech team will contact you by text / call.
  • Disclose ALL issues before shipping. Any undisclosed issues may result in an additional quote, or service coverage may be limited to the reported and approved issues only.
Step 3

Ship it to the right warehouse

West Coast 2911 S Sammy Davis Jr Dr #135
Las Vegas, NV 89109 Use this address if you are on the West Coast.
ZIP codes 0 – 6 1520 Washington Ave
Alton, IL 62002 Use this address if your ZIP code starts with 0–6.
Good to know

Important notes

What comes back to you

Again, we will return a BARE unit only. For resin printers that means the base and U frame; for FDM units, the base, U frame, and print head — no PEI sheet. Please keep ALL your original accessories.

We are NOT able to perform cosmetic repairs (e.g. cured resin, dirty build plates) — we are only instructed to repair and replace the major components and hardware.

Additional service fees

For service orders outside warranty coverage: if the repair is not pre-approved under warranty, labor fees will be quoted for EACH service action (e.g. clogged printhead, resin leaked into LCD, firmware restoration), plus the cost of parts.

For unapproved service orders, a prepaid return shipping label will be REQUIRED to return the unit back to the sender.

FAQ — has my shipment been accepted & received by the warehouse yet?

Please refer to your carrier tracking number — tracking serves as the legal proof of a parcel's delivery status.