FAQ's
PRODUCT & CUSTOMIZATION
What materials are your products made from?
Our products are made from high-quality PLA (Polylactic Acid) and PETG filaments, which are durable, eco-friendly, and safe for indoor use. These materials provide excellent strength and a smooth finish for all our decorative items and lamps.
What kind of personalization do you offer?
We can add custom photos, custom text, names, logos, up to 3 different colors in the base. You can also add NFC sensors linked to URLs you provide in the checkout.
How do I submit my custom design or specifications?
When viewing an individual lamp there is a button on the right side labeled "Customize Lamp". Click on it and it will take you to the customization journey window. You can upload multiple images (JPG, JPEG, PNG), resize them, add NFC sensors, select the base color, select a single light or multicolor. The number of customizations is limited depending on the type of lamp.
Can I see a preview before my custom item is printed?
Absolutely! For custom, orders we'll send you digital renderings or photos of a test print for approval before proceeding with the final production.
ORDERING & PRODUCTION
Can I cancel or modify my order after placing it?
You can cancel or modify standard orders within 24 hours of purchase. For custom orders, changes can be made before production begins. Once printing has started, we cannot make changes or offer cancellations.
What happens if there's an issue with my custom design?
We'll contact you if we identify any issues with your design file or specifications. We'll work with you to resolve the problem before starting production.
What's the difference between standard or custom orders?
Standard orders are our ready-to-print designs from our catalog. Custom orders involve personalization, or completely new designs, which require additional production time.
SHIPPING & DELIVERY
How long does delivery take?
You should sum the processing time and shipping time.
Processing times begin after payment confirmation and do not include shipping transit time. It typically takes:
1-3 lamps: 2-3 working days
4-10 lamps: 4-6 working days
11-20 lamps: 7-10 working days
We ship through Standard and Express Shipping services.
Standard shipping: 3-4 business days
Express shipping: 1-2 business days
Free domestic shipping is available on orders over 12 items (Economy shipping - 5 to 8 business days).
We do not ship internationally as of now.
How is my item packaged to prevent damage?
All items are carefully wrapped in protective materials and shipped in sturdy boxes with cushioning to ensure they arrive safely.
Can I track my order?
Yes! You'll receive a tracking number via email once your order ships.
What if my item arrives damaged?
Please inspect your order immediately upon delivery.
If your lamp is defective, damaged, or you received the wrong item, contact us within 7 days of receiving your order at hello@kraft3d.com with:
Your order number
Photos of the damaged or incorrect item
A brief description of the issue
Once reviewed, we will either:
Arrange a replacement at no extra cost, or Approve a return for a full refund.
Please review our Refund Policy for further details about the process.
QUALITY & CARE
Are your 3D printed products durable?
Yes! Our products are made from high-quality materials designed for long-lasting use. With proper care, they'll maintain their appearance and functionality for years.
How do I clean and maintain my lamp/product?
Clean with a soft, dry cloth or slightly damp cloth. Avoid harsh chemicals or abrasive cleaners. Keep away from extreme heat or direct sunlight for extended periods.
What's the warranty on your products?
Damages and Issues
Please inspect your order immediately upon delivery.
If your lamp is defective, damaged, or you received the wrong item, contact us within 7 days of receiving your order at hello@kraft3d.com. Follow our Refund Policy for more information.
Are your products safe for indoor use?
Absolutely! All our products are made from non-toxic materials and are safe for home and office environments.
RETURNS & REFUNDS
What's your return policy for custom items?
Due to the personalized nature of custom orders, we cannot accept returns unless there's a manufacturing defect or error on our part.
Can I return a personalized product?
Personalized products are final sale and cannot be returned unless we made an error in production.
How do I initiate a return?
Contact us within 7 days of receiving your order. We'll provide return instructions and a return authorization. You can find the Return procedure in our Refund Policy
When will I receive my refund?
If approved, your refund will be processed to your original payment method within 10 business days after we receive the returned item.
Processing times may vary depending on your bank or credit card provider. Check our Refund Policy for more information.
PAYMENT & PRICING
What payment methods do you accept?
We accept all major credit cards, debit cards, PayPal, and other payment methods through our secure checkout powered by Shopify Payments.
Why do custom items cost more?
Custom items require additional design work, material calculations, and production time. The pricing reflects the personalized attention and unique nature of your order.
Do you offer bulk or wholesale pricing?
Yes! Contact us for bulk orders of 15+ items or wholesale inquiries. We're happy to discuss special pricing for larger orders.
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