Reprap Customer Service
- Shipping & Delivery
When you order from our local warehouses we ship out using either FedEx, Coolrunner, GLS or PostDanmark (The Danish Postal service). With orders above 2 kilos (4.4 lbs.) we usually do not ship through PostDanmark. Should you have concerns regarding the shipping method, please contact us and we can work something out.
Shipping price is calculated using a weight vs. destination procedure and should ensure the optimal shipping price for you, no matter where you are located.
If you order products straight from the factory, this can vary pending on the country it is send from.
In-Store Pickup is also a possibility, though we advise customers from outside Denmark to choose another shipping alternative, instead.
- Privacy & Security
We care deeply about your personal information and, as such, do not share your information with anyone, unless necessary for shipping purposes/payment purposes. Even then, such transactions are always through secure connections and, if possible, encrypted for your safety.
- Returns & Replacements
You are obligated to examine your order on reception and if you have any doubt about any of the items, you will have to contact us immediately and within 14 days.
If you wish to return a product, you always have 14 days right to return. If the product has been used you will not get a full refund. Some products can not be returned if used or if packing have been opened.
Products which are ordered with assembly or customized cannot be returned for a refund.
There is no right to return for B2B, unless the product is malfunctioning at delivery.
Should you find that your product has been damaged upon delivery, you must take a picture of the damaged product and the packaging, for documentation, and then contact us, as soon as possible. We will figure out replacements together.
If the product is faulty or defective from the time of manufacture, please contact us and we will help you.
Please note that filament is categorized as a consumer product with limited shell life and we do not accept returns of any filament. Incorrect storing and subject to water or sunlight will damage the filament. We recommend to store any filament in a dark and dry environment.
You are obligated to examine your filament on reception and if you have any doubt about the quality, please contact us immediately.
Contact us as soon as possible if you need to change or cancel your order. We ship orders on a day- to-day basis, so note that we are not able to change or cancel orders that have already shipped. Please try to ensure your order is as accurate as possible when submitting it.
The prices shown on the website are excluding taxes. If you’re within the European Union, you will be charged 25% tax at checkout. This tax can also be calculated before checkout, using the Get- Quote function. Using this function requires you to enter your country and zip code, as a minimum. Using this function does not store any information in our database.
RepRap ApS have the right to adjust sales prices on ordered and delivered goods, yet not paid by buyer, in accordance with the Danish legislation. In case of an unpredictable price increase or wrong listed price, RepRap ApS have the right to increase the sales price or cancel any order.
- Viewing Orders
Your orders and their status can be viewed in the ‘My Account’ section, when logged in. Once your order has shipped, we will provide you with a tracking number for your package. Notice that you cannot track your parcel from our website and must use the website of your chosen shipping provider.
- Updating Account Information
It is always possible to change your account information, but please be aware that orders shipped will use the account information available at the time. Changing account information while an order is being processed or shipped may not have impact on the information used for your order.