FAQs & Support
Ordering and shipping
Where do orders ship from?
In-stock products normally dispatch from NEX3D in Richmond, British Columbia. Special-order and supplier-direct products may use another fulfillment origin; check the product page and order confirmation.
How fast do orders ship?
Dispatch timing depends on current stock and fulfillment method. Carrier transit begins after dispatch. Selected Prusa printer listings estimate 3–7 business days in transit after dispatch; special-order sourcing time is separate.
When is shipping free?
All printers ship free by standard shipping anywhere in Canada, with no minimum order value. All orders of C$100 or more after discounts and before taxes also qualify for free standard shipping, including filament, resin, accessories and spare parts. These rules apply across all 13 provinces and territories, including special-order and quote-only products. For non-printer orders below C$100, shipping charges are shown at checkout. Taxes are separate. See the Shipping policy for details.
How do I track an order?
Tracking is sent after dispatch when available. If you need an update, email orders@nex3d.com with the order number.
Returns and warranty
What is the return policy?
Eligibility, timing, condition requirements, exclusions, and refund terms are listed in the current Return and Refund Policy. Contact us before sending an item back.
How does warranty support work?
Warranty terms vary by brand and product. See our extended warranty information. Contact NEX3D with the order number, exact product or SKU, serial number when available, and a description of the issue.
Products and compatibility
How do I confirm that a part fits?
Use the exact printer model, generation, and product compatibility stated on the product page. If any detail is unclear, send the model and required part through the contact page before ordering.
How do I choose filament?
Check the required diameter, material support, spool or refill format, and compatibility with the printer or material system. RFID or automatic material recognition is present only when the product page states it.
How are variants and sale prices represented?
Purchase-changing options such as assembly, sheet, camera, filtration, INDX, colour, capacity, and package contents appear as product options or separate exact products. A product is treated as on sale only when its current price is below its compare-at price.
Schools and institutions
Do you accept purchase orders?
Contact orders@nex3d.com with the organization name, billing and delivery details, required products, quantities, and requested timing.
Still need help?
Email orders@nex3d.com, call 1-888-604-8999, or use the contact page.