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FAQ

1. Whether global free shipping or not?

Answer: It is not global free shipping .due to Express company's different charge standards in different countries, so we provide part of country free shipping. 

 

2. Why do I need to pay for remote area fees?

Answer: Due to Express company (DHL, FedEx, UPS, EMS, etc.) delimit different areas as remote area based their standard. So we do not know whether your address is a remote area before we get your address information . so, if your address is the remote area, need to pay remote area fees. 

 

3. Why my order always does not have detailed tracking information ? and How Do I track my parcel?

Answer: after your payment is confirmed, we need 1-3 days to handle the order, then send it to Express company. Express company needs check and records, then arrange delivery. As standard, it needs 3-5 days to update first tracking information. Please contact the buyer servicer if there is no information within 7 days.  You can track your parcel at https://www.17track.net/en by typing your tracking number.
 

4. Why do I need to pay tax for our local Express or local customs?

Answer: if your local Express company charges your money, please ask them for the reason? 

About customs charging fees. Every country customs has different Import and export tariff systems, if you want to avoid customs fee, please contact our service about your request. 

 

5. How many days will I receive my printer?

Answer: It usually take 5-15 days to receive your product after we ship out. 

6.Can I cancel/modify my order?
If you haven't received the shipping notification, please e-mail service@jgmaker3d.com with your order number and your request to cancel/modify, we will try to accommodate your request before your order enters processing at our warehouse.

Our customer service will help you cancel or modify the order within 24 hours after receiving your email. Since the email is not an instant reply, we may find that your order has been sent when we process your email within 24 hours. In this case, we can only say sorry for that, and we can't help you cancel or modify the order anymore. So please check the order information carefully before placing the order.

If you have received the shipping notification, please note that we CANNOT cancel or modify orders anymore. Therefore, please wait for your package to arrive and you may either keep it or contact us to return for refund. Please DO NOT refuse the delivery as the undelivered package will be destroyed by the third-party logistics.

7.How to Obtain Warranty Service
If a product does not function as warranted during the warranty period, you may obtain after-sales service by contacting us through email or facebook message, and let us know what we can do to help you. We will reply you in 24 hours (except weekends) and give you further information and some useful advice.

Please remind that we do not accept returned items that were sent back by you directly without checking with us first.
Here is our return policy: 
https://jgmaker3dofficial.com/pages/refund-policy

8.If you purchase a 3d printer from our site, where the printer will be shipped from?
There are different options on our website, such as the US, EU, China, Russia

9.What to Do Before Obtaining After-Sales Service

(1) Buyer must provide sufficient proof of purchase 
(2) JGMaker must document what happens when buyers troubleshoot the product
(3) The defective item’s serial number and/or visible proof depicting the defect are required
(4) It may be necessary to return an item for quality inspection

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