FAQs

At 3D EDG, we take pride in the quality of our products and services. Please read our policy carefully before making a purchase.

1. No Change of Mind Returns

We do not offer returns, refunds, or exchanges for change of mind or incorrect purchase.
Please check your order details carefully before confirming your purchase.

2. Faulty or Damaged Items

In accordance with the Australian Consumer Law, you are entitled to a replacement, repair, or refund if a product:

• is faulty or defective,
• is not as described, or
• does not perform as promised.
  If your item arrives damaged or faulty:

1. Contact us within 7 days of delivery at 3dengineeringanddesigngroup@gmail.com
2. Provide your order number, a brief description of the issue, and clear photos showing the fault or damage.
3. Our team will review your claim and provide instructions for return, replacement, or refund.

3. Return Shipping

• If the return is approved due to a fault or our error, we will cover reasonable return shipping costs or provide a prepaid label.
• If the item is found not to be faulty, the customer may be responsible for return shipping costs.

4. Custom and Special Orders

Custom-made, 3D printed, or modified products are made specifically for you and are non-refundable, unless they are faulty or damaged on arrival.

5. How Refunds Are Processed

Once a return is received and inspected, approved refunds will be issued to the original payment method within 5 business days.
Shipping charges are non-refundable unless the return is due to our mistake.

6. Contact Us

For all return or warranty enquiries, please contact:
3dengineeringanddesigngroup@gmail.com

We’re here to help and aim to respond within 1 business day.

At 3D EDG, we aim to get your order to you quickly and safely. Below are our standard shipping timeframes, handling details, and conditions.

1. Order Processing

• All orders are processed within 1–3 business days after payment is received.
• Custom or made-to-order items (including 3D printed or fabricated parts) may require additional 3–10 business days for production before dispatch.
• Orders placed on weekends, or public holidays will be processed the next business day.

2. Shipping Methods & Timeframes

We use Australia Post for delivery within Australia. Estimated delivery times (after dispatch):

Destination and Estimated Delivery Time

Metro areas (within Australia) 2–5 business days

Regional areas 5–10 business days

Remote locations 7–14 business days

Note: These are estimates only. Delivery times may vary depending on the carrier, public holidays, and your
location.

3. Shipping Costs

• Shipping fees are calculated at checkout based on the size, weight, and destination of your order.
• Free or discounted shipping promotions (if offered) will be clearly displayed at checkout.
• Express shipping may be available at an additional cost.

4. Tracking & Delivery

• Once your order has shipped; you will receive a tracking number via email.
• Please ensure your shipping address is correct before completing your order — 3D EDG cannot be held responsible for parcels sent to an incorrect address provided by the customer.
• If a parcel is returned to us due to an incorrect or incomplete address, redelivery fees may apply.

5. International Shipping

Currently, we do offer international shipping.

• Delivery times typically range from 10–25 business days, depending on destination and customs processing.
• Buyers are responsible for any customs duties, taxes, or import fees.

6. Delays & Lost Parcels

• While we do our best to meet stated delivery timeframes, delays can occasionally occur due to postal or courier issues outside our control.
• If your order appears lost or delayed, please contact us at 3dengineeringanddesigngroup@gmail.com with your order number and tracking information.

7. Contact Us

For all shipping enquiries, please contact: 📧3dengineeringanddesigngroup@gmail.com

We aim to respond within 1 business day.

At 3D EDG, we understand that sometimes plans change. However, due to the custom nature of many of our products, we have strict cancellation conditions as outlined below.

1. Order Cancellations

Orders may be cancelled within 24 hours of placement only if production or dispatch has not yet begun.

Once work has started on your order — including design, fabrication, or 3D printing — the order cannot be cancelled or refunded.

To request a cancellation, please email us as soon as possible at 3dengineeringanddesigngroup@gmail.com with your Order Number and “Cancellation Request” in the subject line. 

2. Custom & Made-to-Order Products

Custom-designed, 3D printed, or fabricated items are made specifically for you and cannot be cancelled or refunded once production has commenced.

Please double-check all order details (measurements, materials, and specifications) before confirming your order. 

3. Orders Already Shipped

Once your order has been shipped, it cannot be cancelled.

If you no longer wish to receive the item, please refer to our Return & Refund Policy (note: no change-of-mind returns). 

4. Faulty or Incorrect Orders

If your item is faulty, damaged, or not as described, please contact us within 7 days of delivery.

You may be eligible for a repair, replacement, or refund under Australian Consumer Law. 

5. Contact Us

For order cancellation or product enquiries:

📧 3dengineeringanddesigngroup@gmail.com

We aim to respond to all requests within 1 business day.