Where We Ship
Orders placed on Elegoo official website can be shipped to the following countries and regions:
Shipping Area |
Shipping To |
Shipping From |
Estimated Delivery Time |
North America |
the United States |
the United States |
1. Normal Product: |
Canada |
Canada |
||
Europe |
Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey |
EU warehouse |
|
the United Kingdom, Jersey |
the United Kingdom |
||
Asia Pacific |
Australia |
Australia |
|
Japan |
Japan |
Shipping Fees
For orders over $50 to most of the countries and regions listed above, it’s FREE SHIPPING. Orders under $50 will be charged a $15 shipping fee. EXCEPT for those countries and conditions listed:
1. Australia: For orders including Jupiter SE, some areas (Northern Territory, Queensland, Tasmania, Western Australia) will be charged a shipping fee
2. Cyprus: Each order will be charged a $30 shipping fee
3. Turkey: Each order will be charged a $50 shipping fee
For orders shipped to EU countries and the United Kingdom (EXCEPT for several countries and regions listed below), we are responsible for customs duties.
Several countries and regions are: Norway, Switzerland, Turkey, Las Palmas (ES), Santa Cruz de Tenerife (ES), Ceuta (ES), Melilla (ES), Åland Islands (FI), etc.
Ownership, Terms, and Risk
Please ensure your address details are correct as once the parcel is on its way we cannot re-direct it. It is your responsibility to check and verify. Should any loss be incurred due to the input of an incorrect address or a fraudulent transaction, you will be held responsible as the sole bearer of the pecuniary loss.
Note: Please do not enter any PO Box address, otherwise your package can’t be dispatched by any express.
Normally the orders that have been shipped out (you have received the tracking number or your order status has been completed) cannot be canceled. If you have to refuse delivery due to force majeure after the package is dispatched from ELEGOO, you are subject to the return and refund policies and must pay for the original shipping charges, which will be deducted from your refund.
If you do not contact the delivery company within 5 days after the delivery attempt, they may return the goods to us. A return charge may be assigned to us which may be twice of the delivery cost. If the case of this happens, we reserve the right to ask you to pay the return charge plus an additional re-delivery cost before we re-dispatch the item to you.
When the goods are delivered, please check that the order is complete and undamaged. If there is any damage to the goods at the point of delivery, you can contact us: info@elegoo.com
Following a successful transaction you will be notified when your order has been dispatched with a tracking number provided, if you do not receive a tracking number within 48 hours of completing your purchase, we ask that you first check your email “Junk/Spam” folder and then contact us: info@elegoo.com
Thank you for your purchase. We hope you are happy with your purchase. However, if you are not completely satisfied with your purchase for any reason, ELEGOO provides a straightforward warranty that is processed in the most hassle-free way possible. Please refer to the warranty policy below, as warranty periods and warranty rules differ according to the models and parts list.
Warranty Policy
1. Warranty timeline
|
Models |
Parts List |
Warranty Period |
3D Printing Related Products |
Neptune 2 / 2D / 2S / X /3 / 3 Pro / 3 Plus / 3 Max/ 4 / 4 Pro |
Main Parts of the Machine (nozzle and build plate sheet Excluded) |
12 Months |
Mars / Mars Pro / Mars C |
LCD Screen |
3 Months |
|
Other Main Parts of the Machine (FEP&Tools Excluded) |
12 Months |
||
Mars 2 / 2 Pro/ 3 / 3 Pro / 4 / 4 MAX/ 4 Ultra/ |
LCD Screen |
6 Months |
|
Other Main Parts of the Machine (FEP&Tools Excluded) |
12 Months |
||
Mars 4 DLP |
Main Parts of the Machine (FEP&Tools Excluded) |
12 Months |
|
Jupiter |
LCD Screen |
3 Months |
|
Other Main Parts of the Machine (FEP&Tools Excluded) |
12 Months |
||
Jupiter SE |
LCD Screen |
6 Months |
|
Other Main Parts of the Machine (FEP&Tools Excluded) |
12 Months |
||
Mercury |
Main Parts of the Machine (Tools Excluded) |
12 Months |
|
PHECDA LASER |
Main Parts |
PCB, Motor, Laser head, Power Adapter |
12 Months |
Other Parts① |
Fans |
6 Months |
|
Other Parts② |
Synchronous belt, motor connection line, laser connection line |
3 Months |
|
Consumables and |
Power cord, USB cable, Engraving Material (filter cartridge, wood board, stainless steel sheet, leather, etc.), user manual, packaging, tools (hexagonal wrench, open-end wrench), etc. |
No warranty |
|
Arduino Kits, Robot Kits & Component Kits |
All |
All |
12 Months |
Pre-owned Products |
All |
All |
No warranty |
Accessories (For individual purchases) |
LCD Screen: |
Resin leakage, scratch-resistant film damage, human damage, collision damage are not included in the warranty. |
3 Months |
LCD Screen: Saturn / S / 2 / 8K/ 3 / 3 Ultra |
Resin leakage, scratch-resistant film damage, human damage, collision damage are not included in the warranty. |
6 Months |
|
LCD Screen: |
Resin leakage, scratch-resistant film damage, human damage, collision damage are not included in the warranty. |
3 Months |
|
Air Purifier: |
Consumables (activated carbon) are not warranted, as well as human damage, disassembly is not covered by the warranty. |
12 Months |
|
Build Plate |
Damage caused by scratches, drops or bumps is not covered by the warranty. |
6 Months |
|
Release Film: FEP/ PFA/ ACF |
Release film is a consumable product without warranty |
No warranty |
|
Resin Tank |
Installation tools and screws are not warranted |
6 Months |
|
Washing Bucket: Mercury Plus V1.0/ V2.0 Mercury X / XS Bundle |
No warranty for damage caused by man / misuse (e.g. resin curing inside the bucket). |
6 Months |
|
Nozzle Kit: |
Entire Nozzle Kit |
6 Months |
|
Dual-Gear Direct Extruder Kit: |
Entire Dual-Gear Direct Extruder Kit |
6 Months |
|
STM 32-bit Silent Motherboard: |
Motherboard |
12 Months |
|
PEI Magnetic Platform Kit: Neptune 3 Pro/ 3 Plus/ 3 Max |
PEI Magnetic Platform Kit is a consumable product without warranty |
No warranty |
|
Brass Nozzle: Neptune 3 Pro/3 Plus/ 3 Max |
Brass Nozzle is a consumable product without warranty |
No warranty |
|
Cooling Fan Kit:Neptune 3 Pro/ 3 Plus/ 3 Max |
Including 4010/4015 Blower Fan and 6010 Axial Flow Fan |
6 Months |
|
PTFE Tube: |
PTFE Tube is a consumable product without warranty |
No warranty |
|
Rotary Attachment: |
All |
12 Months |
|
10W/20W Air Assist: PHECDA Laser Engraver |
All |
12 Months |
|
Enclosure: PHECDA Laser Engraver |
All |
12 Months |
|
Honeycomb Panel: |
Honeycomb Panel is a consumable product without warranty |
No warranty |
|
Raisers: PHECDA Laser Engraver |
All |
12 Months |
|
Composite Filter: PHECDA Laser Engraver |
Composite Filter is a consumable product without warranty |
No warranty |
|
10W/20W Laser Module: PHECDA Laser Engraver
|
All |
12 Months |
|
Window Mirror: PHECDA Laser Engraver |
Window Mirror is a consumable product without warranty |
No warranty |
|
20W Adapter: PHECDA Laser Engraver |
All |
12 Months |
2. Warranty Rules for Laser Head and Tube
- Laser Head WarrantyRules:
The rate of laser power drop is related to the frequency of use, working hours, and working environment. - Laser Tube Warranty Rules:
a). If the laser tube is found to be damaged during the first unpacking inspection, after-sales warranty service can be provided normally;
b). During the warranty period, if the laser tube cannot emit light normally, but no obvious appearance defects are found, after-sales warranty services can be provided normally;
c). During the warranty period, if the laser tube has any appearance cracks (including but not limited to cracks caused by improper handling or cracks caused by freezing temperatures), after-sales warranty services can't be provided normally.
3. Warranty Forfeiture
The Following Conditions Are Not Covered Under Warranty:
- Products without sufficient proof of purchase
- Lost or stolen products
- Items that have expired their warranty period
- Non-quality-related issues (after 30 days of purchase)
- Free products
- Repairs through 3rd parties
- Damage from outside sources
- Damage from misuse of products (including, but not limited to: falls, extreme temperatures, water, and operating devices improperly)
- Purchases from illegitimate resourcesor second-handed parties
- Normal discoloration, wear, or consumption during product use.
Return & Refund Policy
1. For Unwanted Items
If the Elegoo product that you purchased does not meet your satisfaction but was not confirmed defective by certified Elegoo technicians, we call such a product as “unwanted product”.
You may return the unwanted product to Elegoo for a full refund within 14 days or replacement within 30 days of the delivery date unless otherwise specified in the products’ listing on our website, on the receipt, or packing slip. You are responsible for the shipping fees. Beyond the end of those 14 days, refunds for unwanted products are not available, and beyond 30 days, refunds and exchanges for unwanted products are not available.
Unwanted Issue |
|||
|
Items |
Responsibility of Return Shipping Charges |
|
Refund |
Exchange |
||
Within 14 Days |
√ |
√ |
Customer |
Within 30 Days |
× |
√ |
Customer |
Within Warranty |
× |
× |
× |
Important: To avoid any delay or denial of processing your refund and exchange request, please verify that your returning product satisfies all of our the following inspection criteria.
The product for refund and exchange must be:
A. In new and unused condition (Free from damages of any type, including, but not limited to dents, scratches, cracks, abuse, and defacement);
B. Complete with all parts & accessories included and all original tags and labels attached;
For your own benefit, we recommend that you use a traceable carrier that can provide you with the delivery confirmation to ship your Product for refund back to the location instructed in the RMA authorization. Elegoo shall not be responsible for any loss or damage to the returning product caused in transit.
The returning product will be thoroughly inspected by Elegoo when received and a decision will be made on whether the inspection criteria are met. If your returning product fails to satisfy the inspection criteria and has been shipped to Elegoo, your non-conforming product for refund or exchange will be rejected or subject to a restocking fee of up to 15% at Elegoo’s sole discretion.
After the 14-day refund/30-day exchange window has expired, your only recourse regarding the products is through our warranty.
2. For Quality-Related Items
-
The product is defective when you receive it, within 14days of delivery, you can return defective items to Elegoo and get a full refund or replacement, and Elegoo is responsible for return shipping charges. Or you can ask Elegoo to repair defective items, and Elegoo is responsible for repair fees.
- Beyond the 14days but within warranty, a full refund and replacement are not available, but repair is acceptable. Elegoo is responsible for repair fees.
- Out of warranty, Elegoo will provide free technical support, if the parts need to be replaced, the customer is responsible for the repair fees, which means the customer needs to purchase the parts and bear the freight.
Quality-Related Issue |
|||||
|
Items |
Responsibility of Fees |
|||
Refund |
Replace |
Repair |
Return Shipping Charges |
Repair Fees |
|
Within 14 Days |
√ |
√ |
√ |
Elegoo |
Elegoo |
Within Warranty |
× |
× |
√ |
× |
Elegoo |
Out of Warranty |
× |
× |
√ |
× |
Customer |
Important: To avoid any delay or denial of processing your refund and replacement request, please verify that the returning product must be with all parts & accessories included and all original tags and labels attached and in the original box (generic boxes will be rejected).
3. Process After Returning Product
After receiving your return and inspecting the condition of your item, we will process your return. Please allow at least 7 days from the receipt of your item to process your return. We will notify you by email when your return has been processed and move to the next warranty process, refund you the payment via PayPal, or send a new replacement to you.
Contact Us
Regarding product issues, please don't hesitate to contact us at the customer service channels below to acquire technical support, refund, or exchange.
- For 3D Printertechnical support: 3dp@elegoo.com
- Forlaser engraver technical support: lec@elegoo.com
- For unwanted item refunds or returns and Arduino kits, robots technical support: info@elegoo.com
When contacting our customer service team, the buyer must provide sufficient proof of purchase (the order number from online purchases made through ELEGOO, Amazon, or other ELEGOO's authorized resellers), tell us which product you purchased, and describe the problem as clearly as possible through text, images or short videos. This will help our team process your inquiries and help you solve the problems more efficiently.