Shipping Time and Rules
Shipping Zones and Warehouses:
We have several warehouses located in the US, EU, CA, UK, AU, and China. Normally, your order will be directly dispatched from the warehouse near your location. If you purchased a pre-sale product or received a free gift, shipping may be delayed as we prepare inventory near you. In cases where accessories are out of stock in your region, we may ship directly from China, with estimated delivery times updated on the product page.
Shipping Fees:
1. Free shipping for new 3D printers ordered from the US, EU, UK, Canada, Australia, Malaysia, Hong Kong, Taiwan, and most areas of China.(T500&SV08 will charge additional shipping costs.). 2. Refurbished 3D printers ship free to select EU countries; extra fees apply for Sweden, Slovenia, Slovakia, and Romania based on distance from our FR maintenance warehouse. 3. Accessories incur shipping fees based on weight; additional charges apply for some countries like New Zealand, Mexico, and others.
Taxes and Customs Duties:
- Import duties, VAT, and other taxes are not included in the purchase price. - Customs duty exemptions apply to certain regions and product types, detailed on our website. - Customers are responsible for paying customs duties during clearance. Refusal due to high taxes may result in a refund upon return to our warehouse.
Logistics Inquiry Methods:
- US warehouse-UPS : https://www.17track.net/en
- US maintenance warehouse-UPS : https://www.ups.com/fr/en/Home.page?
- EU warehouse-DHL: https://www.dhl.com/pl-en/home.html
- FR maintenance warehouse-DHL: https://www.dhl.com/pl-en/home.html
- CA warehouse-FedEx : https://www.fedex.com/en-us/home.html
- UK warehouse-Yodel : https://www.yodel.co.uk/
- AU warehouse-Eparcel : https://track.4px.com/#/
- China warehouse-4PX : https://track.4px.com/#/
Shipping Issues
Q: Can I change the shipping address of my order?
A: Orders can be edited or canceled only before shipment by contacting our customer support team at info@sovol3d.com or Sovol 3d Facebook. Once shipped, we cannot guarantee updates to your address.
Q: What should I do if the logistics tracking hasn't updated after shipment?
A: If tracking hasn't updated after 7 days, please contact us. Within 7 days, please wait patiently.
Q: Why did I receive only part of my order?
A: We may ship printers, accessories, and filaments separately due to different logistics channels causing varying delivery speeds. Contact us for tracking numbers and wait patiently for remaining items.
Q: I received a shipment delivered email but nothing arrived. What should I do?
A: First, contact your local post office and check around your delivery area (e.g., mailbox, doorway, yard). If still not found, contact us for assistance.
Q: Why hasn't my order shipped yet?
A: Shipping may be delayed 1-3 days during weekends, holidays, and festivals. You'll receive a notification email with tracking information once shipped.
Q: Which countries do Sovol products generally ship to?
A: Our products typically ship to the United States, Europe, United Kingdom, Canada, Australia, New Zealand, Singapore, Japan, Philippines, Thailand, South Korea, Malaysia, Hong Kong, Taiwan, and other parts of China.
Q: Which shipping option should I choose when purchasing accessories if not in the US, EU, or UK?
A: Please select "Ship from China".
Return Policy
Return Time:
Sovol3d.com will refund within 14 days of the received date or replace any item if the criteria are met.
Criteria for Returns:
1. Item not received: You did not receive the item you paid for.
2. Not as described: The item received is significantly different from what was described, including:
- Receiving a completely different item.
- Misrepresentation of item condition (e.g., purchasing "new" but receiving a used item).
- Item advertised as authentic but not authentic.
- Missing items from your order.
Return Steps:
- You have a 14-day dispute period from the received date. Contact us via email or direct message to confirm the issue.
- Once your return is received and inspected, we will notify you by email about the approval or rejection of your refund.
- If approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. Please allow time for processing.
- Before returning the product, please take a picture and provide it to us.
- After returning the product, it may take up to 25 days for us to receive it. Upon receipt at our operation center, refund processing takes 2 business days, with funds appearing in your account within 3 to 5 business days.
Return Shipping Costs:
- If the customer declines delivery, they are responsible for shipping costs for both sending and returning, plus any customs duties.
- If the return is due to customer reasons, the customer covers all shipping fees based on their chosen carrier.
- If the return is due to our error or product issues, we cover return shipping costs. Customers can choose exchange or return and must use the carrier provided, providing a shipping fee receipt including return address, tracking number, carrier company, and amount.
Warranty Policy
Warranty Time:
1 Year warranty for Printers, 1 month warranty for Accessories.
Eligibility Requirements:
- Request product maintenance within 1 year from the date of receipt.
- Provide valid proof of purchase, documents, order numbers, and detailed product and fault information.
- The printer must not have been modified, including third-party parts or firmware.
- Defective parts must not be due to incorrect operation or user error.
Warranty Steps:
- Detail the product issue, including product information, purchase details, fault description, and pictures/videos of the issue.
- A technical support engineer will attempt to diagnose and resolve the issue via email or remote assistance.
Tip.
1. The purchase of GCode License Key is non-refundable.
2. It will be sent to you via email within 24 hours.
3. It is expired for one year.
LightBurn is the complete laser engraving solution for vector graphics. Create new designs from scratch or import and polish existing images before sending files directly to your laser controller for engraving. LightBurn really does it all!
If you're familiar with various laser programs like RDWorks or CorelDraw, LightBurn provides an easy transition while you improve your features. Easy setup and instructions for beginners. In fact, getting started with this program is not much more difficult than using the Paint application on your old PC, while still providing all the advanced features you need.
The license key for the LightBurn software is intended for users with GCode and many other digital controllers. It unlocks the trial version of the software for permanent use and allows installation on up to two PCs (Windows 32/64-bit, Mac OSX or Linux).
System languages: Czech, German, Spanish, Finnish, French, Italian, Dutch, Polish, Portuguese, Turkish, English, etc.
Features:
CREATIVE ENGRAVING TOOLS: Use the complete set of artistic tools to draw, arrange and edit shapes and create beautiful designs for stunning engravings. No need to jump back and forth into other programs; Finish your work with LightBurn to create engravable graphics. It communicates directly with your laser without any additional software.
FULL CONTROL: Import all standard vector graphics and image formats from Adobe Illustrator, Photoshop, Inkscape, Corel Draw and more (including AI, PDF, SVG, DXF, PLT, PNG, JPG, GIF, BMP). LightBurn gives you full control over laser power, speed, number of passes, cut order and more.
Here are just a few of the helpful features:
Import graphics from external vector-based files with a handy drag-and-drop import feature.
Easily align images with clever alignment tools to achieve precise relative spacing, centering, and alignment.
The Auto Snap tool provides perfect line placement at corners, vertices, and midpoints to ensure your lines and shapes are always accurate.
Use tangent handles to create irregular shapes, outlines, and objects to complete your design toolset.
Zoom in to get a closer look at detailed designs and polish fine points to create intricate engravings.
Use the keyboard shortcuts shown to work quickly and efficiently. For complete keyboard shortcuts, see the Help bar.
Use the preview feature to quickly view illustrations before you finish them.
WORKS WITH MAC & PC: Compatible with Mac OSX, Windows PC and Linux. Most laser engravers currently on the market are not compatible with the Mac OSX operating system.
LightBurn solves this problem so you can stop transferring USB port files from different computers and perform all laser cutting and engraving operations in one place.
If your laser controller is not listed above, it may still work with LightBurn. Download a free trial to test it out for yourself.
ONE TIME FOR TWO PCs: One product key can be installed on two PCs to double your productivity!
Information about LightBurn and various settings as video documentation can be found here: LightBurn on YouTube
Information about LightBurn and various settings as text documentation can be found here: LightBurn
Click>>Download & Trial - Try before you buy
Q&A
Is it a subscription? No. You pay once, the software will work forever as long as you have your license key.
How many computers can I use it on? The license lets you use the software on up to two computers at once, they don't have to use the same operating system, and a license can be easily moved if you get a new computer. If you need to use 3 computers, we'll happily update your license to allow it, for free - just email support@lightburnsoftware.com with your license key and ask for a 3rd seat. If you need more seats, or a floating license setup, we can do that too - contact us for pricing and details.
Does the license expire? The license key has an expiry date - a year from when you first activate it. When it expires, it's still valid, you just don't get updates any more. If you download a version of the software released after your license expires, it won't work, but any version released before the key expired will continue to work.
How much is it to renew? If you choose to renew your license to receive another year of software updates, the price is $30. Renewing your license will add a year of updates from today. If you renew before your license expires, we'll add an extra two months.
Please note that the two computer limit doesn't mean you can only install the software twice - the license system in LightBurn keeps track of which computers you have the key installed on. If you get a new computer and want to move the license to it, just deactivate the old computer first. In LightBurn, go to Help > License Management, and click the Deactivate button. That will remove the old computer from your license, and then you can install the license on the new machine. If you ever have a hard disk fail, or sell a computer, we can remove the computer from the license for you, as long as we have your license key.
License Management:
If you would like to transfer LightBurn to a new computer, and still have access to the old computer, you can deactivate it using these instructions: https://lightburnsoftware.com/pages/moving-your-license-to-a-new-computer
If you don't have access to the computer, we have a customer-facing license portal that anyone can use to manage license activations. There are instructions for getting access
here: https://lightburnsoftware.com/pages/manage-your-license-activations-with-the-license-portal
