01
Can I cancel my order?
You may request cancellation before your order enters processing or fulfilment.
To request a cancellation, contact us as soon as possible at support@9l3d.com and include your order number.
Cancellation cannot be guaranteed after processing has started. Orders that have already been shipped cannot be cancelled. After delivery, an eligible item may be returned only in accordance with our Refund and Return Policy.
If we approve a cancellation after payment has been collected, the refund will be issued to the original payment method.
02
How long does shipping take?
Orders delivered to the USA and UK typically arrive within 7–14 business days after dispatch.
This is an estimated delivery period and not a guaranteed delivery date. Delivery may take longer because of customs processing, public holidays, severe weather, carrier delays, remote destinations, or incorrect delivery information.
Order processing time and shipping time are separate. Any applicable processing estimate will be displayed on the product page, checkout page, or order confirmation.
03
Do you ship internationally?
We ship to many international destinations. Available countries, shipping methods, and charges are displayed during checkout after you enter your delivery address.
We may be unable to deliver certain products to some locations because of carrier limitations, customs requirements, legal restrictions, or service availability.
Customers are responsible for providing a complete and accurate delivery address. Customs duties, import taxes, and local handling charges may apply depending on the destination and are the customer’s responsibility unless checkout expressly states otherwise.
04
Can I request a custom product?
Custom-product services are not currently available.
We regularly add new physical 3D-printed collectibles, colours, variations, and designs to our store. Product availability will be announced on our website when new items or customization options become available.
05
What is your return and refund policy?
If you receive an item that is damaged, defective, or different from what you ordered, contact us within 7 days of delivery at support@9l3d.com.
Please provide:
- Your order number;
- A description of the problem;
- Clear photographs or a short video showing the issue; and
- Photographs of the product packaging where relevant.
We will review your request and explain the available resolution. Depending on the circumstances, this may include a replacement, refund, partial refund, or return instructions.
Do not return an item before receiving return authorization and instructions from us. When a return is required, the item should be returned with its original components and packaging where reasonably possible.
Approved refunds are issued to the original payment method. Processing times may vary depending on the customer’s bank or payment provider.
For complete eligibility requirements, exclusions, and instructions, please read our Refund and Return Policy.
06
Do you support dropshipping sellers and wholesalers?
Yes. We support eligible dropshipping sellers, online retailers, and wholesale customers.
Volume-based and reseller pricing may be available depending on the product, order quantity, destination, stock availability, and fulfilment requirements. Our support team can provide available pricing and help you select a suitable ordering or fulfilment option.
Support may include
- Wholesale and volume-pricing information;
- Direct-to-customer order fulfilment where available;
- Product and variation information;
- Packaging and shipping guidance;
- Order-tracking assistance; and
- General reseller support.
How to get started
To discuss your requirements, contact us through our support portal or email support@9l3d.com. Please include the products you are interested in, expected order quantity, destination countries, and estimated order volume. A customer-support representative will review your request and guide you through the available options.
Wholesale or dropshipping approval is subject to our review and does not guarantee stock availability, a particular price, delivery time, profit margin, or approval by Amazon, eBay, or another marketplace.
Purchasing from 9L3D does not automatically transfer ownership of any design, trademark, character, brand, or other intellectual property. It also does not grant permission to present a product as official merchandise or use third-party intellectual property without the required authorization.
Resellers are responsible for complying with the rules of their sales channels and the laws that apply to their business and customers.
07
Do you sell downloadable 3D model files?
No. 9L3D sells physical 3D-printed products only.
Your purchase does not include an STL file, CAD file, source file, manufacturing licence, or permission to reproduce the product.
08
Will my product look exactly like the website images?
We make reasonable efforts to display every product accurately. However, screen settings, lighting, materials, production batches, and the 3D-printing process may cause minor differences in colour, texture, or finish.
Visible layer lines and small surface variations are normal characteristics of 3D-printed products and are not necessarily defects.
The product’s main design, selected variation, and included components should correspond with its product description.
09How can I contact customer support?
For product, wholesale, dropshipping, order, shipping, cancellation, or return questions, contact us.
- Emailsupport@9l3d.com
- Support portalOpen Support Portal
When contacting us about an existing order, please include your order number and the email address used at checkout.
