Hi Snappy,
We understand the frustration that comes with delays in shipment. Occasionally, due to extended pre-sale periods and some uncontrollable logistics factors, our products may not arrive on time. We sincerely apologize for any inconvenience this has caused and are committed to making improvements.
To better address these concerns and improve your overall experience, we’re introducing a new shipment compensation plan for shipment delays. Here are the comprehensive details.
Compensation Plan:
We’re offering compensation, issued as official store vouchers, categorized into three tiers based on the delay duration:
- Delay ≤ 15 days:
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Machine: $20/€20
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Module: $10/€10
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Accessories & materials: 1 roll of free PLA filament or a 5-pack of free basswood sheets (shipped after you receive your order)
- 15 days < Delay ≤ 30 days:
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Machine: $50/€50
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Module: $15/€15
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Accessories & materials: 1 roll of free PLA filament or a 5-pack of free basswood sheets (shipped after you receive your order)
- Delay > 30 days:
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Machine: $100/€100
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Module: $20/€20
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Accessories & materials: 1 roll of free PLA filament or a 5-pack of free basswood sheets (shipped after you receive your order)
Important Notes:
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Effective Timing: The compensation plan will take effect at 8:00 PM (CST) on June 11, 2024. Please be informed that while we are implementing a compensation plan for delayed shipments, orders that have already been delayed prior to this announcement will unfortunately not be eligible for compensation due to manpower and cost considerations.
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Voucher Provision and Validity: Compensation voucher codes will be provided when a shipment delay is notified. These vouchers have a validity period of one year, are applicable on all products without any minimum purchase requirement, and do not cover free shipping.
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Single Voucher Per Order: If an order with multiple products is delayed, only one compensation voucher will be issued, based on the highest-value product in the order.
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Delays with accessories & materials: those related to 3D printing will be compensated with one roll of free PLA filament, while those related to CNC & Laser will receive a five-pack of free basswood sheets.
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Shipping Status Categories: Shipping status is classified as Early, Mid, or Late, determined by the date the order leaves the overseas warehouse and when the tracking number is generated:
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Early: before the 10th of each month
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Mid: before the 20th of each month
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Late: before the 30th of each month
- Delay Calculation: Delay duration is calculated from the promised shipping date to the actual shipping date. For example, if the promised shipping date is the end of May and the actual shipping date is June 12th, the delay duration is 13 days (from May 30th to June 12th).
Thank you for your understanding and support as we strive to improve our service and ensure you receive your orders as quickly as possible. Comment below if you have any questions.
