Question 1

What file formats do you accept?

Accepted Answer

STL, OBJ, 3MF, PLY files up to 200 MB upload instantly and are priced live. 3MF is read with the unit stated in the file; STL, OBJ and PLY are unitless, so we rescale them to millimetres and show you the result before you order. Meshes should be watertight — the configurator flags common issues before checkout. STEP, STP or Rhino (3DM) file? Email it to us — we look at it personally and quote by email.

Question 2

How accurate are the printed parts?

Accepted Answer

Our dimensional tolerance is ±0.2 mm or ±0.2 % — whichever is greater of the nominal dimension. Some materials carry a looser figure because of how they shrink or flex — where they do, it is stated on that material's page.

Question 3

Will I pay import duties?

Accepted Answer

Not inside the EU customs union. For destinations outside it, the destination country charges import duties and VAT on the parcel, and the recipient pays them — we do not collect them and cannot waive them. The configurator says so before you pay once you have chosen such a destination.

Question 4

Which material should I choose?

Accepted Answer

The materials page lists exactly what is on the shelf right now, with a 'choose this when' line for each one. The configurator also suggests settings based on how you'll use the part. Need an engineering filament we don't stock? Email us for a special run.

Question 5

How is the price calculated?

Accepted Answer

Every quote adds three real costs: material, print time, and finishing by hand. Tall or thin parts cost more than their material use suggests, because machine time — not plastic — is the resource we sell. On top of that comes one order fee and shipping, with a €9.00 minimum order value. The binding number is the live quote in the configurator.

Question 6

What makes a print more or less expensive?

Accepted Answer

Three things. Deposited volume: we charge for the plastic actually laid down, so a hollow part costs less than a solid one of the same size. Infill: density scales both material and machine time, 15 % suits display parts, 35–40 % parts under load. Print time: machine hours are billed at a fixed rate, and height and layer height drive the hours more than raw volume does.

Question 7

What is included in the price?

Accepted Answer

Mesh check and slicing before the print. Supports removed and parts hand-finished after it. Manufacturing defects are reprinted at our cost.

Question 8

How long does it take?

Accepted Answer

We don't quote a flat number of days, because that would be a guess. Your order joins the workshop queue and prints in the order it was paid. Before you pay, the configurator shows the current estimate for your part; after payment, your order page shows your exact position in the queue. The live workload — jobs waiting, print hours queued, capacity per day — is shown on the home page and on the upload page.

Question 9

Do I need an account to get a quote?

Accepted Answer

No. Upload, configure and quote are all anonymous. You only need an account when you pay for the order.

Question 10

Can I just get the file?

Accepted Answer

Yes. Instead of ordering a print you can buy the print-ready STL. You get the prepared model: a closed mesh, scaled to millimetres, flat on its base, with wall thicknesses checked — the work that makes a model printable. Colours and textures are not part of an STL — the file carries shape only. Private and commercial use allowed. Reselling or passing the file on is not. If you order the same model printed within the credit window, the file price comes off the print.

Question 11

How many AI generations do I get?

Accepted Answer

Without an account you get 1 generation. Confirming your email address unlocks 3 more, and every paid order adds 2. When the balance is empty a generation costs €2.00 — unless you ordered a print in the last 30 days, in which case it stays free. There is a workshop limit of 25 generations per day and 5 per account, with about 2 minutes between generations. A generation that fails never costs an allowance, and a paid generation that fails is credited back automatically. Uploading your own STL is always free and has no limit.

Question 12

What happens if my model isn't printable?

Accepted Answer

Errors block checkout — for example a model that exceeds our build volume. Warnings (small features, thin walls) let you continue but flag the risk before production.

Question 13

Can you print in colour?

Accepted Answer

Yes. Each material lists the colours currently loaded or on the shelf in the configurator. Multi-colour parts are printed single-colour and can be painted after production on request.

Question 14

Do you keep my files?

Accepted Answer

Only for the lifetime of the order and the statutory retention period. Files sit in a private bucket, encrypted in transit, and are never shared.

Question 15

Can I cancel or change my order?

Accepted Answer

Yes, until it enters production. Once printing has started we can't cancel, but we review the status and reprint if something goes wrong.

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