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
Freight damage example: a cracked printer casing corner from a drop in transit
Cracked corner casing — dropped in transit. Pad the corners and pack it tight, with no room to shift.
Before you ship

Two limits to know first

A resin printer heavily contaminated with cured resin over the screen, Z-axis and rails
Service declined

Heavy resin contamination

A unit that arrives with this level of cured-resin contamination — caked over the screen, Z-axis, and rails — will be declined and returned unserviced. Please clean the unit thoroughly before shipping.

Collage of three clogged hotends with hardened filament blobs on three different printer brands
Not covered by warranty

Clogged hotend — the “blob of death”

A clogged hotend is not covered by the manufacturer's warranty, on any brand. Clearing a blob like these is an out-of-pocket repair, quoted per service action plus parts.

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.