Getting help
How to reach a person at X3D, what to put in the first message so the first reply is useful, how long a reply takes, and what support covers.
Four ways to reach a person, all of them reaching the same team in Austin. Email is the one to use for anything with a file or a photo attached; the ticket form is better when it concerns an order on your account, because it arrives with your account attached and gets a reference number.
How to reach us#
| Channel | Where | Sign-in | Reply |
|---|---|---|---|
| [email protected] | No | Within 24 hours | |
| Support ticket | The form at /contact | Yes | Within 24 hours, with a TKT- reference |
| Contact form | /contact | No | Within 24 hours, to the address you type |
| Phone | +1 (512) 850-4703 | No | 8AM to 7:30PM daily |
A ticket asks you to pick a type — general enquiry, order issue, return or refund, print quality issue, technical support, or billing issue. Pick the closest one; it travels in the ticket's subject line, which is what it gets triaged on. You get a confirmation email straight away carrying the ticket reference, and replying to that email adds to the same thread.
What to include#
The first reply is only as good as the first message. Almost every slow support thread is slow because the first message was missing one of these four things.
- The order number or code. An order placed on the website has a number, such as 2610014, shown at the top of the order on /orders and in your confirmation email. An order placed before numbering began has a code starting with CART-, ORD- or STORE- instead. Orders placed through the API look like X3D-K7M2QP; that code is in the URL of the order's status page and on /orders when you are signed in as the account that placed it. An order we agreed with you directly and sent as a payment link gets a number like any website order once it is paid.
- The file, or the model link. Attach the exact file you uploaded, not a re-export of it — the difference between the two is often the answer.
- What you expected. One sentence. "The holes should be 5mm and they measure 4.6" tells us more than a paragraph about the part's purpose.
- Photos, if it is a physical problem. Photograph the part on a plain surface with the layer lines visible, and include a ruler or calipers if the complaint is dimensional.
For an API problem, send the endpoint, the HTTP status code and the exact error string in the response body. Those three identify the failing check precisely, because every error the print API returns is a fixed sentence tied to one branch in the code.
What support covers#
| Support handles this | This is separate work |
|---|---|
| An order that arrived damaged, wrong, or not at all | Designing a model from scratch |
| A print quality problem — layer separation, warping, dimensions off | Repairing or remodelling a file so it prints |
| A file that will not upload, or an error you cannot interpret | Converting a drawing or a photo into CAD |
| Billing, refunds and returns | Engineering advice on whether a part will survive its load case |
| API errors, key problems, and integration questions | Writing your integration for you |
The line is roughly this: if it is about something we made or something our software did, it is support and it is free. If it is about making something new, it is design work and it gets quoted. There is no published rate card for design work — it is scoped per job. Use the Schedule a call link on /design to start that conversation.
Returns are 15 days from delivery, no questions asked. Standard shipping inside the US is $7 flat and free at $49.50 and above, express is $15 and never free, and international is $30 flat and free at $500 and above. An order we arrange with you directly can be collected instead, with no postage.
Before you write#
Three problems account for most of the mail, and all three have an answer here already.
OBJ is not accepted, a 3MF is capped at 40MB, and the print API needs a sliced plate rather than a project save.
How weight becomes a price, and why an off-palette colour can cost more per gram.
The order stages, what each one means, and when tracking appears.
Questions
How long does X3D take to reply?
Within 24 hours for email and support tickets. The phone line, +1 (512) 850-4703, is answered 8AM to 7:30PM daily. A ticket also sends you an immediate confirmation with a TKT- reference so you know it arrived.
What should I include when a print comes out wrong?
The order code, photographs of the part, and one sentence on what you expected instead. Those three together are usually enough to answer in one reply. Without photos the first reply will just be a request for photos.
Will you fix or redesign my model for me?
Not as part of support. We will tell you what is wrong with a file and what to change. Actually modelling, repairing or redesigning it is separate work — book a call from the /design page and we will scope it.
Do I need an account to contact X3D?
Not for email, the phone line, or the general contact form. A support ticket needs you signed in, because it is attached to your account and gets a reference number.