Shipping information

 

Orders ship within 3-5 business days, pending product availability and credit card verification.

You will receive an email notification with tracking information once your order ships. If you do not receive a shipping confirmation email within 3 business days, please contact service@aoseed.com.

Please note, we do not ship on weekends or holidays. Orders completed after 1pm CST will ship the following business day.

 

 

Customs, duties and taxes

 

All international orders are shipped delivery duties unpaid (DDU). Customs, duties and taxes are not included in the item price or shipping cost. When you place an international order, you agree to pay any applicable customs, duties, or taxes levied by your destination country.

Unfortunately, we cannot calculate these charges prior to your order being placed, and are unable to cover them for customers. Any applicable fees will be collected from you by the carrier upon delivery.

Please check with your local customs office to determine what these additional costs will be prior to purchase.

Orders can be exchanged once for free within 30 days of delivery without giving any reason, customer will pay for the shipping fee for the returning product.

After 30 days have passed your product has to be determined to be materially defective during the 12-month Warranty Period to receive a return or refund. To learn more about our warranty policy refer to our terms of use page. Most issues can be solved easily by troubleshooting your printer. You can refer to us troubleshoot FAQ page or email us at service@aoseed.com and we will be happy to assist you. If you choose a refund and had purchased a bundle/pack, you will only be refunded for the defective part (e.g. you get refunded for the defective printer in a Family Pack but not for the filament included).

If your printer is still having issues, the product must be returned in the same condition it was sent with its original packaging. If you do not have the original packaging available, please pack the item in a similar sized box with appropriate care to prevent damage in transit. Our boxes are 17x17x18 inch or 45x45x46 cm and come with foam inserts, you can use bubble wrap as a substitute. We reserve the right to refuse returns and refunds that do not meet these criteria.

We will send an email confirmation once we’ve processed your return.

Refunds

You can receive a refund if your product is determined to be materially defective during the 12-month Warranty Period. Please allow up to 5 business days after we receive your return, including time for processing and time for your bank to post your refund. Please note while printers are covered under the warranty, filament refunds are only valid 30 days after delivery and there is no guarantee refund if the packs are open packs after delivery, refunds will be issued at our discretion.

If you choose a refund and had purchased a bundle, you will only be refunded for the defective part (e.g. you get refunded for the defective item in EDU PACK but not for the rest parts included).

Opting for AOSEED promises a noteworthy experience, and we highly recommend initiating an exchange request before deciding on a complete refund.

Exchanges

You can receive an exchange if your product is determined to be materially defective during the 12-month Warranty Period. Please allow up to 15 business days after we receive your exchange, including time for stocking and shipping. We will send you a tracking number as soon as it’s available.

 

Extended Warranty

If you need to purchase an extended warranty, you can send an email to service@aoseed.com to purchase, which will extend the 12-month warranty we provide. Your extended warranty period begins at the time of purchase and is calculated for the length of time selected. This extended warranty applies only to the printer and not to any accessories or other products. After the 12-month warranty period we will no longer offer refunds based on your original purchase, exchanges will only be offered after the initial window. The warranty will also be extended to cover accidental damage to the printer in addition to any material defects. For exchanges outside of the 12-month warranty, please contact our support team at service@aoseed.com.

30-day return & refund Service 

We allow a return or exchange for the Products (“the Device”) purchased directly on shop.aoseed.com.

All returns or exchanges must be made within 30 days of the date of purchase as specified on your proof of purchase. If the Device was purchased on a 3rd party website or another purchasing method such as a retail purchaser (“Resellers”), you must abide by their individual return and exchange policies. We will not honor or accept returns originally sold by other Resellers.

 

To qualify for a this return or exchange, the following conditions must be met:
1. the printer cannot be opened or damaged when delivered

2. the printer you’ve received are the wrong goods/products that are inconsistent
3. Please note we do not undertake the shipping costs for the 30-Day Return submission.

 

LIMITED WARRANTY POLICY  

AOSEED warrants its printers and its parts against defects in materials or workmanship for one 1 year from the original delivery date. This limited warranty extends only to the original purchaser. During this period, AOSEED will repair or replace defective parts with new or reconditioned parts at AOSEED’s option, without charge to the original purchaser.

We also provide free replacement of  Consumables within 6 months including the FCC Cable, Nozzle Module, Extruder Module, Feeding Pipe. Please contact the online customer service in advance for any return request for damage. Please note we do not undertake the shipping costs if it's not the product itself problem and if the return to China is required, we also do not take the tax that may occur.

 

Magnetic baseplate/Filaments are not covered by the warranty if they are not caused by machine failure
* Warranty period may vary according to local laws and regulations.

 

Please note that any warranty services or questions must be accompanied by the order number and original invoice from the transaction through which the warranted product was purchased. The order number and original invoice serves as your warranty number and must be retained. AOSEED will not provide warranty service without the order number and original invoice.

All original parts (parts installed by AOSEED at the original system build) replaced by AOSEED or its authorized service centers, are warranted. Any after-market additions or modifications are not warranted. The original purchaser is responsible for the payment for any service or repair outside the scope of this limited warranty.

Except as provided herein, AOSEED is not liable for any loss, cost, expense, inconvenience or damage that may result from use or inability to use the product. Under no circumstances shall AOSEED be liable for any loss, cost, expense, inconvenience or damage exceeding the purchase price of the equipment, less any shipping fees. If the customer does not want/the customer directly rejects the package/returns for personal reasons after delivery (must be in a new state), you may need to bear the freight sent by the seller and the cost of the package return.

 

The warranty and remedies set forth herein are exclusive and in lieu of all others, oral or written, expressed or implied. No reseller, agent or employee is authorized to make any modification, extension or addition to this warranty.

 

warranty conditions

AOSEED’s One Year Limited Warranty is subject to the following conditions:

1. This warranty extends only to printers distributed and/or sold by AOSEED. It is effective only if the printers are purchased and operated at Amazon Store and Shopify Store.
2. This warranty covers only normal use of the printer. AOSEED shall not be liable under this warranty if any damage or defect results from (i) misuse, abuse, neglect, improper shipping or installation; (ii) disasters such as fire, flood, lightning or improper electric current; (iii) service or alteration by anyone other than an authorized AOSEED representative; or (iv) damages incurred through irresponsible or other non-recommended practices.
3. You must retain your order number and original invoice to receive warranty service.
4. No warranty extension will be granted for any replacement part(s) furnished to the original purchaser in fulfillment of this warranty.
5. AOSEED makes no warranty (either expressed or implied) regarding third-party (non-AOSEED) installed parts or products.

WARRANTY EXCLUSIONS Part

AOSEED accepts no liability for problems caused by after-market modifications or additions to its printer. AOSEED is not responsible for any loss of work (“down time”) caused by a product requiring service. This warranty is null and void if the defect or malfunction was due to damage resulting from operation not within manufacturer specifications. It is also null and void if there are indications of misuse and/or abuse. AOSEED has the option of voiding the warranty if any one other than an AOSEED technician attempts to service the product. AOSEED will not warrant any problems arising from an act of God (lighting, flooding, tornado, etc.), electrical spikes or surges, or problems arising out of hardware, software, or additional devices added to complement any product bought at AOSEED. AOSEED will not be held responsible for typographical errors on sales receipts, repair tickets, or on our website. AOSEED makes every effort to make sure all information on our website is correct.

 

replacement for quality-related issues

All quality-related defects on items sold directly by AOSEED are covered by an extensive warranty, starting from the date of purchase. The replacement part provided by AOSEED may not be new, but it will be in good working order and at least functionally equivalent to the original product or part’s warranty. A replacement part shall be covered for the time remaining in the original product’s warranty.