Reprap Customer Service

If you’re having a problem, have questions or just want to ensure everything is going smoothly with your order, don’t hesitate to contact us. We’re happy to help, always!

If you have contacted us and still have a dispute you can contact Online Dispute Resolution managed by the European Commission.

We do our utmost to get back to you as quickly as possible and our e-mail and twitter are open Monday-Friday. Response should always come within 24 hours.

Shipping & Delivery

We ship out using either FedEx, GLS or PostDanmark (The Danish Postal service). With orders above 2 kilos (4.4 lbs.) we usually don’t 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’re located.

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

If you wish to return a product, you always have 14 days right to return.If the product have been used you will not get a full refund. Some products can not be returned if used or if packing have been opened. 

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’ll figure out replacements together.

If the product is faulty or defective from the time of manufacture, please contact us and we’ll help you.

Please note that filament is catagorized 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 enviroment.

You obligated to examine your filament on reception and if you have any doubt about the quality, you will have to contact us immediately.

Ordering

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 be able to change or cancel orders that have already shipped. Please try to ensure your order is as accurate as possible when submitting it. 

Payment, Pricing & Promotions

We accept payment through PayPal and Bank transfers only. If you wish to use another payment option, please contact us.

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.

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 can’t 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 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. 

Changes to Customer Service

RepRap ApS reserve the right to append and/or change the above Customer Service policy at any time, in any way, without warning. A log of changes to this policy can be found below.

  • 13. January, 2014: Customer Service policy created.
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