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HelpFrequently Asked Questions

Frequently Asked Questions

About Shapeways

What is Shapeways?

Shapeways is the world's leading 3D Printing marketplace and community. We enable anyone to make, buy, and sell products with 3D Printing. Learn more about how it works!

Who designs these products?

All Shapeways products are designed by our community members—some of whom offer freelance design services. Please see “I have an idea—can you design it for me?” below.

How are these products made?

We use industrial size 3D Printers to create your products, often in combination with post-processing, like dyeing and polishing.

How are these products made?

3D Printing takes digital files and turns them into physical products. It is often referred to as additive manufacturing, as the product is built up layer by layer in the material of your choosing. 3D Printing refers to several different processes that are applied based on the specific material type, including the most popular, selective laser sintering.

Where are your production facilities located?

We have two Factories of the Future, one in Long Island City, N.Y., and another in Eindhoven, the Netherlands. We also work with best-in-class manufacturing partners around the world.

What does a Factory of the Future look like?

Our Factories of the Future have been likened to Willy Wonka's factory—sans candy—with same sense of joy and amazement fueled by innovation. They house 3D Printers that bring to life thousands of ideas daily. Our factories are run by the most talented and passionate team around.

I have another question: How can I contact Shapeways?

We're happy to help! Please use our Contact page to find someone who can help you.

Placing an order

What happens after I place an order?

The magic begins! Using the most advanced 3D Printing technology on the market, we create custom, made-to-order products—with no inventory and no waste. We 3D Print your products, inspect their quality, carefully package them, and send them your way.

Will my order be produced in the production facility closest to me?

We have two Factories of the Future: one in Long Island City, N.Y., and one in Eindhoven, the Netherlands. We try to produce locally to ensure you get your order in a timely manner, at the lowest possible cost, and with a minimal carbon footprint.

Will you provide a quote for my print?

Definitely! After you upload your model, pricing is automatically calculated, so you can see prices for different material options. For more info, visit the Materials Comparison page. Or just upload your design to see what the price is.

How can I place a business order in the European Union?

If placing a business order in the EU, indicate your business status when placing your first order. Enter your billing address, check the box labeled: This order is for a registered business in the European Union, then fill out your: business name, chamber of commerce number, and VAT number.

Your request will then be sent to us for verification. Once we’ve approved your business account, we’ll process your order and you can continue to order your products and receive invoices without VAT.

For businesses outside the EU, you can order via our normal checkout process or contact our Customer Service team with specific questions.

Payment options

Which payment options can I use?

Credit Card

We accept credit cards depending on the destination country of the order and the credit card brand. Orders shipping to the United States or Canada can be paid for using American Express, Discover, JCB, MasterCard, or VISA. Orders shipping to all other countries can be paid for using American Express, MasterCard, and VISA.

Credit card payments can also be processed through PayPal.

PayPal

You may pay via PayPal in either $ USD or € EUR, depending on the destination country of your order. See if PayPal is supported in your country by checking their site.

If you don't have a PayPal account, or do not wish to create one, simply use your credit card without registering.

To prevent fraud, PayPal only accepts specified maximum payments from unverified credit cards. For higher payments, you can register and verify your credit card. Visit the PayPal transaction limits to learn more.

Bank

We offer payments via bank transfer. Your order confirmation email will include our specific bank account details, depending on the destination country of your order. Be sure to include your customer and invoice number. We will begin production once full payment is received.

Please be aware that when you pay via bank transfer, you may incur additional bank service, transfer, or other fees.

Which currencies are available to me?

For destination countries in the European Union, and other select countries, customers can pay in € EUR.

For destination countries outside of the United States and Canada, and other select countries, customers can pay in $ USD.

I have an idea - can you design it for me?

Shapeways doesn't offer design services, but our community is full of experienced designers! Check out our featured designers section, or post your request in our “3D modeler needed” forum. You’ll typically get a number of replies within a day.

How do I apply Shapeways promo codes, gift cards, or store credit?

You can add promo codes, gift cards, and store credit during checkout. Simply apply the codes to see your new estimated total.

If store credit covers your entire order, then your credit card, PayPal, or bank transfer will not be charged. To check your credits, visit the My Credits page.

Discounts

Do you offer educational discounts?

Yes, we do! All United States students and educators receive a 10% discount off all orders. Just make sure your account is registered with a .edu email address. Log in, and visit our Education page.

If you are a student and do not have a .edu domain email address, you may sign up to be notified once we expand our educational discount program!

Do you offer volume discounts?

Due to the nature of 3D Printing, the price per object does not decrease with larger volumes. As a result, we do not offer volume discounts.

Are there any other ways to save money?

If you’re designing a relatively “dense” (not hollow) product, you can benefit from our “Density Discount” for White Strong & Flexible for any model that uses more than 20cm3 of material and has a density of 10% or higher.

Shipping Info

What is the delivery time for Shapeways products?

We try to get your product to you within 1–3 weeks of the time you order when you pay directly by credit card or PayPal. If you pay with a PayPal eCheck, it takes an additional 3–5 business days for your check to clear.

Because we fulfill all orders through a single shipment, delivery could be delayed if your order contains any products whose materials require longer production times. Plastic materials ship within 6–12 business days. Other materials, like steel and ceramics, take 15–16 business days. Visit our Materials page to find specific delivery time for each material.

We do our best to get your orders to you as quickly as possible. Each product is made on demand, and untested designs might face delays.

I need my product faster than the regular delivery time. Can you rush my order?

At this time, we do not offer expedited production.

Customers whose orders ship to the United States can pick among several accelerated shipping services. Orders shipping to all other countries use a single shipping service, though we are in the process of expanding our offerings.

Can I pick up my order at Shapeways Eindhoven or New York / Long Island City?

Yes! In fact, we'd love to meet you. Please contact our Customer Service team to make a pick-up appointment.

What are your shipping options and rates?

For United States orders, we offer three different UPS flat rate options: Standard, Two Day, and One Day. For all other countries, we offer a single flat rate option. See our Shipping Info for prices based on your location.

I have placed two separate orders. Can you combine them into one shipment?

Unfortunately, we cannot yet combine shipments. As long as your previous order hasn't gone into production, it's easy to cancel it: just use the cancel order link on the order status page.

Will I have to pay duties and import tax?

We make every effort to minimize additional charges. However, depending on the destination country of your order, duty, tax, and brokerage fees may be assessed upon importation. Please see our Shipping Info page for more information.

Can I ship to a country other than my own?

We’re working to make it easier for you to send gifts to friends and family across the world. Currently, to guard against online fraud, we require that the country of your Ship To address matches the country of your Bill To address.

Do you ship worldwide?

Yes, with the exception of Russia (sorry, Russian 3D Printing lovers!!). For more information, please visit our Shipping Info page.

Existing orders

How can I check the status of my order?

View the latest status of each product in your order on the My Orders page. Find this page by clicking on your avatar at the top-right of the page and selecting “Orders”.

How can I change or cancel my order?

All Shapeways products are made to order. Once an order goes into production, we can no longer change or cancel it, except for refundable items (sample kits, gift cards). For more information please get in touch with our Customer Service team.

Can I add a product to an existing order?

Once you have placed your order, you cannot add any new products to it. However, up to the moment your order is about to go into production, you may simply cancel it and restart the order process.

My order arrived, but there's a problem with it.

Oh no! We're truly sorry to hear that. Please get in touch with our Customer Service team and they'll help you out!

My order is late. What can I do?

Please get in touch with our Customer Service team, they’ll take over from there!

What is your return policy?

Our main goal at Shapeways is to work with you to bring designs to life in a high-quality, affordable way. We’re 100% committed to your satisfaction, and if for some reason there is an issue with your order, we’ll do our best to find a good solution.

If you have any issues with your order, please contact our Customer Service team, and they’ll be happy to help. In order for us to resolve your issue as quickly as possible, we ask that you describe the issue and if possible, provide pictures. This will make it easier for us to help you, and to help us improve the quality of our products.

For refunds of products 3D printed in gold or silver, we ask that you return the product in order to received a full refund. Our Customer Service team will send you shipping information on how to return the product. We will process your refund once we receive the items. If you’d like to have a new product made (i.e., a “reprint”), we still ask that you please return the product.

We do not provide refunds for products that have been used, altered, or damaged after you've received the shipment. Additionally, we are not able to refund purchases of a "Gift Card" or a "Material Sample Kit Basic (w/ free Gift card)" at any point.

I have another question - how can I contact Shapeways?

We're happy to help! Use our Contact Page to find the right person to email.