Help Center

• Shipping and Delivery

  • Shipping Time and Rules

    Shipment times for each product vary depending on availability. The estimated shipping time is shown for each product when you place an order at https://store.creality.com and normally your products will be shipped within 3 working days after payment confirmed. Certain products may require longer processing time, please check the estimated delivery date on the product page before placing your order. If your order includes several products, the estimated shipping time will depend on the product that will take the longest. If you want to receive products individually as soon as they are available, please order them separately. Sometimes due to inventory availability, we might separate orders into different parcels without advance notice.

  • Delivery and Shipping Fee

    Shipping Services

    Orders from UK will be shipped by DPD or Fedex depending on the weight and size of the products. For orders from remote areas, delivery time will be slightly longer. Kindly note that the delivery services to the Channel Islands and Isle of Man are currently not supported.

    Shipping Fee

    We offer free shipping on orders of £99 or more.  If your order does not qualify for free shipping, the shipping fee will be shown on the address-filing page once the order is settled.

    Shipping Notice

    For special shipping requests, please contact Creality Support. Please confirm your address before payment. If you enter the wrong address, please contact Creality Support in a timely manner. We will contact logistics personnel to solve the problem. Creality orders can only be shipped to the country where the order is placed. If you ask to change the address after the order has been shipped, we cannot guarantee that your order will be updated. In addition, you are responsible for all possible risks and expenses caused by changing the address after the order has been shipped.

    When you place an order, be sure to enter the correct name, address, and contact information so that we can deliver your items successfully.

    Creality assumes no responsibility for delayed or rejected orders due to the following reasons:

    1. Shipping time might be delayed for 1-2 days for transportation to remote regions.
    2. Delay or delivery failure because of the consignee’s actions. These actions include, but are not limited to: changing the address after shipment, entering an unknown address or wrong address, entering incorrect contact information, and refusal to receive, etc.
    3. Delay due to force majeure. “Force majeure” means an unforeseen, inevitable, or insurmountable objective situation and other objective conditions that cause delayed shipping, including, but not limited to: national or regional air or ground transportation system controls or interruptions (e.g., weather reasons), communication system interference or malfunction, government actions, postal administration policy changes, wars, earthquakes, typhoons, floods, fires, heavy rain, heavy fog, and other similar events.
    4. Aviation contraband, mobile phones, electronic products, fragile products, and other products that are not available for air freight service due to aviation security regulations.
    5. Shipments that are confiscated or disposed of due to a violation of transportation regulations.
    6. Mail and packages cannot be delivered to the consignee’s address during weekends, national holidays, and festivals.
    7. The consignee address is a school, unit, or residential community where the courier has no access.

  • Order and Logistics Tracking

    Notification

    After the order is shipped, you will receive a notification email or SMS containing the waybill number (you need to confirm SMS notifications when placing the order). You can click the link and skip to the express company’s official website to check your package shipment status.

    Tracking Your Order

    1. Log in to your Creality account and check “My Orders”
    2. Contact Creality Support

  • Inspection and Sign

    Once you (or someone else on your behalf) signs for the item, Creality will consider this your acceptance of the package, quantity, and product. To protect your rights, you are highly recommended to shoot a complete unboxing video and check the items according to the packing list. If items are missing or damaged, please contact Creality Support within 24 hours after you receive the package so that we can resolve the problem immediately.

• Aftersales Service

  • Return Policy

    How to Get After-sales Service

    It’s ensured by Creality 3D that under normal use, the Creality 3D products you purchase will be free from defects in material and workmanship during the warranty period.

    During the warranty period, if the product cannot achieve the guaranteed function, please contact the after-sales service channel of Creality 3D to obtain the corresponding after-sales service.

    After-sales service channel information:

    Mail: CS@creality.com

    Let us know what we can do for you by emailing us your order ID, breakdown information and pictures or videos

    Creality 3D may not provide after-sales service in some regions, and the content of the after-sales service policy may vary from place to place. Charges may apply for services outside the normal scope of services.

    Solutions Provided by Creality 3D

    When contacting Creality 3D technical support, please explain the problem of the product in detail, including product information, purchase information, fault description, and pictures/videos of fault.

    A technical support engineer will try to diagnose and resolve your issue via phone, email, or remote assistance.

    For after-sales services such as return/exchange/warranty, if it is not the fault of printer itself, Creality 3D will not bear the transportation cost, and if it needs to be returned to China, Creality 3D will not bear the possible taxes.

    At the same time if the customer doesn't want/the customer directly rejects the package or return for personal reasons after delivery (must be in original condition), you may need to bear the bill of shipping and return fee of the package sent by the seller.

    In addition, after returning the goods, it will take 15 working days to process the refund after our fulfillment center receives the goods, and it will take 3 to 5 working days for the refund amount to appear in your account.

    Creality 3D will arrange service based on the type of warranty service accessible to the product, and the specific type is specified in this after-sales service category.

    Non-after-sales policy coverage

    This policy does not cover the following situations:

    × Collision and burning accidents caused by man-made non-product quality problems;

    × Damage caused by unauthorized modification, disassembly, opening of the shell, etc. as directed by the unofficial manual;

    × Damage caused by improper installation, use and operation not in accordance with the instructions of the manual;

    × In the absence of official instructions and guidance, the damage caused by customers during repair and installation;

    × Damage caused by reliability and compatibility issues when used with third-party components that are not certified by Creality 3D;

    × Malfunction or damage caused by any third party products (including those provided by or integrated in Creality 3D products at your request);

    × Any technical or other support provided for the Machine, such as assistance with "how-to" questions and questions regarding the setup and installation of the Machine;

    × Products or parts with modified or removed identification labels.

    The Warranty Table of Main Parts

    FDM	The Main Parts	Warranty Period	Replacement deadline for quality problems
    	Fully Enclosed Machine	12 months	15 days
    	Main Board	12 months	6 months
    	Display	12 months	12 months
    	Power	12 months	12 months
    	Motor	12 months	12 months
    	Extruder Kit	3 months	3 months
    	Hotend	3 months	3 months
    	Glass	/	7 days
    	Gifts (wrenches, pliers, etc.)	/	7 days
    Photocuring (LCD)	Power	12 months	12 months
    	Z-axis screw motor	12 months	12 months
    	touch screen	12 months	3 months
    	UV lamp	6 months	6 months
    	2K screen	3 months	3 months
    	FEP foil	/	/
    Parts	Parts purchased separately	/	7 days

    
    
    The type of after-sales service

    Creality 3D offers you the following after-sales services: return service, exchange service and warranty service.

    For more information, please contact Creality 3D after-sales service channel Mail: CS@creality.com

     

    You can apply for a return if you meet the following conditions:

    √ Within 14 natural days after the customer receives the goods, the product packaging, accessories, gifts, and instructions are complete, and there is no artificial damage, and it has not been activated for use, which does not affect the secondary sales;

    √ Within 14 natural days after the customer receives the goods, it is found that the product has a performance failure that is not artificially damaged.

    We have the right to refuse the customer's return request in the following cases:

    × If the request for return is made more than 14 natural days from the date of receipt;

    × The returned product is incomplete, the outer packaging, accessories, gifts, instructions are incomplete, or the appearance is damaged due to artificial reasons;

    × Failure to provide legal proof of purchase or documents when returning goods, or to forge or alter documents;

    × Collision and burnout not caused by the quality of the product itself, as well as product quality problems caused by man-made unauthorized modification, entry of foreign objects (water, oil, etc.), incorrect installation, or failure to use and operate in accordance with the instructions;

    × Tear up or alter labels, machine serial numbers, and anti-counterfeiting marks, etc.;

    × Products damaged due to unavoidable factors, such as fire, flood and other force majeure;

    × After contacting Creality 3D to confirm the return service, the corresponding item is not sent within 7 natural days;

    × Other cases described in the policy.

    An exchange may be requested if one of the following conditions is met:

    √ The customer finds that the product has been damaged during transportation within 30 natural days after receiving the goods and can provide the certificate of damage to the goods provided by the transportation company;

    √ The customer finds that the product is seriously inconsistent with the original product description in one or more important aspects within 30 natural days after receiving the goods;

    √ Within 30 natural days after the customer receives the goods, it is found that the product has a performance failure that is not artificially damaged.

     

    We have the right to refuse the customer's exchange request in the following cases:

    × If the request for replacement is made more than 30 natural days from the date of receipt;

    × The legal proof of purchase or documents cannot be provided when exchanging goods, or the documents are forged or altered;

    × The replacement product is incomplete, or the appearance is damaged due to artificial reasons;

    × Tested by the Creality 3D technical support department, there is no quality problem;

    × Collision and burning caused by non-self-quality problems, as well as product quality problems caused by man-made unauthorized modification, entry of foreign objects (water, etc.), incorrect installation, or failure to use and operate according to the instructions in the manual;

    × Tear up or alter labels, machine serial numbers, waterproof marks, anti-counterfeiting marks, etc.;

    × Products damage due to unavoidable factors, such as fire, flood and other force majeure;

    × After contacting Creality 3D to confirm the exchange service, the corresponding item is not sent within 7 natural days;

    × If the goods are damaged due to transportation, they propose to exchange the goods but fail to provide the cargo damage certificate issued by the transportation company;

    × Other situations described in the policy.

  • Warranty Policy

    If the product has performance failure during the valid warranty period of the product, you can apply for product warranty service.

    The implementation of free warranty service must meet the following conditions:

    √ The product has been used normally within the specified product warranty period since the purchase of the product, and there is a non-artificial performance failure of the product;

    √ No modification or installation as directed by unofficial manuals, or other non-human-caused failures;

    √ Put forward product maintenance requirements within 1 year from the date of receipt, and provide valid proof of purchase, documents and order numbers, as well as corresponding product information, fault information, etc.

    The following situations aren’t accessible to the free product warranty service:

    × Collision and burning accidents caused by man-made non-product quality problems;

    × Damage caused by unauthorized modification, disassembly, opening of the shell, etc. as directed by the unofficial manual;

    × Damage or water ingress caused by improper installation, use and operation not in accordance with the instructions in the manual;

    × In the absence of official instructions and guidance, the damage caused by customers during repair assembly and installation;

    × Damage caused by reliability and compatibility issues when used with third-party components that are not certified by Creality 3D;

    × The machine serial number, factory label and other signs are torn or altered;

    × After contacting Creality 3D to confirm the warranty service, the corresponding item is not shipped within 7 natural days.

• Invoices

  • Once we ship your order, a link to download your invoice will be provided in your shipping confirmation email.