After-sale Service
Whether you’re having a problem with something you bought from us, or just have some questions about us, we’re always happy to help. Whenever you have a question, just head over to our support team via support@creatbot.com to get in touch with our team. We do our best to get back to you as soon as possible and offer email service Monday-Friday. You should receive a response in 24 hours. We also schedule Skype online support as needed. Start a support case with us, and if we can’t resolve it quickly via email, we’ll be happy to talk to you on Skype.
Warranty
CreatBot represents and warrants to the first End-User of original products that the products shall materially conform to CreatBot’s published specifications in effect as of the date of delivery, subject to the terms and conditions below.
Warranty Period
6 months after date of delivery to first End-User.
Return Policy
CreatBot accepts returns on a very limited basis: for any electronic items, returns are only accepted on devices which have serious and irreversible quality defect problem, meanwhile, the End-User must apply for the returns within 3 calendar days from the date of delivery.
Return Process
If returns or changes are acceptable by both, the brief return process will be as below:
- Contact with our sales team to offer the photo to show the printer condition.
- If printer condition is OK, we will refund you 30% of the money in advance.
- Please ensure to use the original packing box it pack the printer p-4 rounded-lg bg-light border to avoid the damage of transportation, and return the machine by our appointed express.
- Show us the tracking number, after confirming the tracking number, we will refund you 40% of the money.
- After we receive the machine and confirm the printer condition, we will refund you the rest of 30%.
Exclusions
The warranty obligations do not cover physical damage sustained from improper handling during shipping as p-4 rounded-lg bg-light border as normal wear and tear in use of Product. The warranty shall be voided if alleged Product failure was caused in whole or part by: (i) unauthorized modifications, alterations or repair; (ii) parts or Consumables were installed and used that were not certified or approved by CreatBot or its designated representative, including without limitation the use of filament not from CreatBot; (iii) unusual physical or electrical stress; (iv) abuse, misuse, accident, neglect; (v) exposure to moisture, flooding, fire, electrical problems associated with incoming power or other acts not the fault of CreatBot; (vi) not adhering to CreatBot’s recommended maintenance procedures or failure to comply with Product instructions and/or documentation; (vii) to the extent allowed by applicable law, the Product has been removed from the country or region where it was originally sold by CreatBot or its designated representative. No coverage under the Warranty will exist if CreatBot was not notified of the alleged defect or malfunction prior to the expiration of the Warranty Period. CreatBot shall make the final determination as to the existence and cause of any alleged defect.
As soon as your order is placed, you will receive an order confirmation e-mail. This confirms your order has been received in our system and your credit card is authorized for purchase. As soon as we receive your order, we begin processing to confirm that it is in stock and available for immediate shipment. If your item is on backorder or unavailable, we will reach out to you via e-mail to confirm if you'd like to keep your order or cancel for a full refund. If your item(s) are available for immediate shipment, we will process the charges and submit the order for shipment.
ORDER SHIPMENT
Please reference your product page specific lead times. After shipment, items will arrive in 2-7 business days.
Some models are custom made, and can take as long as 4-5 weeks to ship depending on the model and series. Please contact customer service before ordering if delivery time is a concern of yours.
Certain items due to high demand and low supply can only be placed on back order at specific times. Please contact customer service to hear about any items availability.
Please contact us for rush shipping rates and options. We will send you tracking information within 24 hours of your order leaving the warehouse to the e-mail address you provided when checking out. If you do not receive tracking information from us within four business days of your order, feel free to follow up with us at info@machineshark.com.
Large items that ship via freight (not UPS or Fedex) require a signature upon delivery. You will receive a call from the shipping company to arrange a time and day for delivery that works for you.
PRODUCT QUALITY GUARANTEE
Please inspect the packaging of your item(s) when they arrive, if you notice any damage you should REFUSE the package, and make note of it on the delivery receipt. If your item(s) do arrived damaged, please contact us immediately and send photos to info@machineshark.com . We will process an insurance claim on your behalf and happily work with you to resolve the issue and refund or replace your order.
CANCELLATIONS & REFUNDS
Generally, most of the items we carry can be returned within 30 days of receipt in new condition and unopened.
Returned products must be sent back with their original packaging and have all of the parts and components that they came with. Please contact the manufacturer for any warranty issues.
Please document (photograph) any damages upon receiving the item and report these damages to the delivery carrier if product was sent by LTL or freight (not by UPS, Fedex, USPS, etc).
Some items may be subject to a 15% restocking fee. Customer is responsible for return shipping and original shipping cost, even if the item was "free shipping". Any damages to products may void the return.
Returns must be accompanied with an RMA number. Please contact us in order to have one generated.
Should you have any questions about a particular product’s return policy we’re here to help. Please contact us and we will respond within 24 hours.
As stated in the Product Quality Guarantee, any item that arrives in less than perfect condition or missing parts will be handled at no extra cost. Refunds will be issued to the original credit card that you use when placing your order.
It is the customers' responsibility to confirm the product will comply with their state, county or city codes. If you will be receiving an inspection by a county or city inspector, please ask them what they require.
