Support & FAQ
Find answers to common questions and get help with your ThreePrinted experience
Ordering & Purchasing
To place an order:
1. Browse the marketplace or search for items
2. Click on a listing to view details
3. Select quantity and any customization options
4. Click 'Add to Cart' or 'Buy Now'
5. Review your cart and proceed to checkout
6. Enter shipping information
7. Complete payment
You'll receive an order confirmation email once your order is placed.
You can cancel an order before the seller accepts it. Once accepted, you'll need to contact the seller directly or create a support ticket to request cancellation. Modifications depend on the seller's policies and production status.
We accept all major credit cards (Visa, Mastercard, American Express, Discover) through our secure payment processor Stripe. All transactions are encrypted and secure.
Production time is set by each maker and shown on the listing before you order. Delivery time depends on the carrier service you choose at checkout, which shows its own estimate.
Printed orders ship within Canada only, so there is no customs delay.
Creating Listings
To create a listing:
1. Click 'Sell' in the navigation menu
2. Fill in product details (title, description, price)
3. Upload product images (minimum 1, maximum 10)
4. Upload 3D model file if applicable
5. Select category and tags
6. Set shipping options and production time
7. Review and publish
Your listing will be visible once approved by our team.
Digital files can be uploaded in these formats: STL, OBJ, PLY, 3MF, GLB, GLTF.
Each file can be up to 50 MB. Ensure your models are manifold and print-ready.
Consider these factors when pricing:
- Material cost
- Production time
- Printer wear and electricity
- Your expertise and design work
- Market competition
You receive your full price. Buyers see it with the 20% service fee already included, so there is no need to build it into yours.
Research similar items to ensure competitive pricing.
Yes, you can edit your listings at any time from your seller dashboard. Changes to price, description, images, and inventory are updated immediately. Major changes may require re-approval.
Support Tickets
To create a support ticket:
1. Go to your account dashboard
2. Click on 'Support' or 'Help'
3. Click 'Create New Ticket'
4. Select the issue type
5. Provide detailed description
6. Attach relevant files or screenshots
7. Submit
You'll receive updates via email and can track your ticket in your dashboard.
Support tickets are for general issues, questions, or problems with orders. Negotiations are specifically for buyers and sellers to discuss order modifications, custom requests, or resolve disputes about a specific order. Negotiations are tied to orders, while support tickets are for any general concern.
Response times vary by ticket priority:
- Urgent issues (payment/security): 4-12 hours
- Order issues: 12-24 hours
- General questions: 24-48 hours
- Feature requests: 48-72 hours
We respond faster during business hours (Monday-Friday, 9 AM - 6 PM EST).
Account Security
If you suspect your account has been compromised:
1. Try to log in and change your password immediately
2. If locked out, use 'Forgot Password' to reset
3. Enable two-factor authentication (2FA)
4. Create a support ticket immediately with subject 'Account Compromised'
5. Review your order history and payment methods
6. Contact your bank if unauthorized purchases were made
We'll investigate and secure your account within 24 hours.
To enable 2FA:
1. Go to Account Settings
2. Click 'Security'
3. Select 'Enable Two-Factor Authentication'
4. Choose SMS or Authenticator App
5. Follow the setup instructions
6. Save backup codes in a secure location
2FA adds an extra layer of security to your account.
To reset your password:
1. Go to the login page
2. Click 'Forgot Password'
3. Enter your email address
4. Check your email for reset link
5. Click the link (valid for 1 hour)
6. Create a new strong password
7. Log in with your new password
If you don't receive the email, check your spam folder.
If you forgot your username or email:
1. Try common email addresses you use
2. Check your email inbox for previous ThreePrinted emails
3. Contact support with your full name and any order numbers
4. Provide verification information (phone, address)
We'll help verify your identity and recover your account.
Payments & Payouts
Sellers are paid after:
1. The carrier confirms delivery
2. 7 days pass from that delivery date — the window for a buyer to raise a problem. Confirming receipt closes the order, but it does not shorten this wait.
3. The payment settles in your balance. A charge is not available the moment it is taken, so an order can be past its holdback and still not ready to send.
4. We release it to your bank.
Once it has been released, when it lands is set by your bank rather than by us. To see a payout and the date it is expected, open your seller dashboard and choose “Manage on Stripe” in the Payouts card. The service fee is not deducted from your price — the buyer paid it at checkout.
Platform fees are:
- Service fee: 20% of the item price, included in every price buyers see. Sellers receive their full asking price; this fee is paid by the buyer, not deducted from you.
- Payment processing: 2.9% + $0.30, absorbed by Threeprinted out of the service fee — it is not charged to you or to the buyer.
These fees cover payment processing, platform maintenance, customer support, dispute resolution, and the promotions and seller rewards funded from them.
Refunds are processed when:
- Order is cancelled before production starts
- Item is defective or not as described
- Order is not delivered
Refund timeline:
1. Refund approved by seller or admin
2. Processing time: 5-10 business days
3. Funds return to original payment method
Partial refunds may apply for partially completed orders.
Refunds after delivery depend on:
- Item condition and reason for return
- Seller's return policy
- Evidence of defect or misdescription
To request a refund:
1. Contact the seller within 7 days of delivery
2. If unresolved, create a support ticket
3. Provide photos and detailed explanation
4. Admin will review and make a decision
Custom items may not be eligible for refunds.
Shipping & Delivery
To track your order:
1. Log into your account
2. Go to 'My Orders'
3. Click on the order
4. View tracking number and carrier
5. Click tracking link to see delivery status
You'll receive email notifications for status updates including shipped, in transit, and delivered.
If your order is delayed:
1. Check tracking information
2. Wait for estimated delivery window to pass
3. Contact the seller for update
4. If no response in 48 hours, create a support ticket
We'll investigate with the carrier and arrange reshipment or refund if the package is lost.
Not for printed items. Every seller ships from Canada and printed orders are delivered within Canada only, so a printed order never crosses a border and never carries customs fees.
Digital files are different: they can be bought and downloaded from Canada or the United States.
Account Management
To update your account:
1. Click your profile icon
2. Select 'Account Settings'
3. Edit your information:
- Personal details
- Email address
- Phone number
- Shipping addresses
- Payment methods
4. Click 'Save Changes'
Email changes require verification via confirmation link.
To delete your account:
1. Go to Account Settings
2. Scroll to 'Delete Account' section
3. Read the consequences carefully
4. Complete any pending orders
5. Withdraw any remaining balance
6. Click 'Delete My Account'
7. Confirm deletion
This action is permanent and cannot be undone. All data will be deleted after 30 days.
No, each user is allowed only one account. Multiple accounts may result in:
- Account suspension
- Loss of seller privileges
- Forfeiture of pending payments
If you need both buyer and seller functionality, one account provides both.
To become a seller:
1. Create and verify your account
2. Complete your profile
3. Go to 'Sell' in the navigation
4. Set up seller profile:
- Business name
- Payment information
- Shipping policies
5. Create your first listing
Your seller account is activated immediately, but listings require approval.
Still Need Help?
Can't find the answer you're looking for? Our support team is here to help.