Returns and Refunds

Email seed@mass3d.com with your order number and what is wrong. That is the whole process. There is no return portal and no form to fill in.

Do not ship anything back before we reply. If a spool needs to come back we will tell you, and we will give you the address then.

Filament is sold as a final sale. We do not accept change-of-mind returns, opened or unopened, and there is no cooling-off period on an order placed here.

It is vacuum sealed with desiccant because the polymer takes on moisture from the air. Once a spool has left here we have no way to know how it was stored or handled, so we cannot sell it to anyone else as new.

Check the material, colour, and diameter on the product page before you order. If you are not sure a material suits your printer or your part, email us first and we will tell you what we know.

This is the exception to a final sale. If the material is faulty, is not what the listing said, or is missing from the box, tell us within 7 days of delivery.

Faulty means the filament itself is affected: out-of-spec diameter, tangled from the factory, contaminated, brittle, or not the polymer named on the spool. Send photos or measurements and tell us what happened. Diameter, roundness, colour, and spool weight are all things we can check here.

How we put it right is our decision, taken case by case on what is actually wrong. That may be a replacement, a refund, a partial refund, or a credit. If we ask for the spool back, we pay the return shipping.

Parcels get knocked about in transit. A scuffed or crushed outer box, a marked or cracked spool flange, or a torn outer bag is not a claim on its own, as long as the filament is sound and prints normally.

It is a fault when the damage reached the material: the vacuum bag is open and the spool has been sitting in humid air, or the winding is crushed, kinked, or unusable. Then the section above applies.

If a box arrives badly damaged, photograph it before you unpack it and keep the box and packing material until we have finished with the claim, because the carrier can ask to inspect it.

We do not refund based on how a print turned out. Printer, slicer profile, drying, nozzle, bed preparation, and part geometry decide that, and none of them are ours.

Fibre-reinforced filament is abrasive and needs a hardened nozzle. Some materials need a heated chamber. Those requirements are on the product page, and a print that failed because the equipment was not right for the material is not a refund.

If you think the material itself is out of spec rather than the process, say so and send what you have. We would rather look at it than argue about it.

Before the order ships, email us and we will cancel it and refund in full.

An Interac order that has not been paid yet will not ship on its own. Tell us anyway so we can put the stock back.

Once an order has shipped it cannot be cancelled. Email us and we will go from there.

Refunds go back the way the money came in. Card payments are refunded through Stripe to the card that paid. Interac payments are refunded by Interac e-transfer to the address the payment came from.

Every refund is in Canadian dollars, for the amount that was charged in Canadian dollars. How long a card refund takes to appear is up to your bank, not us.

A partial refund is worked out on the price you actually paid per spool after any discount, not on the list price.

Nothing on this page limits or removes a right you have under Canadian consumer protection law. Where that law gives you a remedy, it applies whatever this policy says.

Returns, refunds, and claims: seed@mass3d.com.

SM3D Labs is operated by Mass3D Inc., Kingston, Ontario, Canada. We will give you the return address if a return is authorized.