Refunds & Shipping

Shipping

Where we ship

US domestic only at launch. International shipping is on the roadmap — email hello@printrush.app if you'd like to be told when we open it up.

How fast

• Print time: 1–3 business days for most orders. Complex models or large quantities may take longer.
• Shipping transit: 2–5 business days depending on destination and carrier service selected.
• Typical total: 3–8 business days from order to door. Average is around 5.

Rush orders

Rush option at checkout moves your job to the front of the queue and ships within 24 hours of payment. Available subject to current printer load — if we can't hit it, we'll refund the rush surcharge automatically.

Shipping costs

Calculated at checkout based on weight, dimensions, and your destination — we use EasyPost to compare carriers and pick the cheapest reliable option. Orders over $50 ship free in the continental US.

Tracking

You'll get a tracking number by email as soon as we hand the package to the carrier (usually the same day we ship).

Lost or stuck packages

If your package shows no movement for 5+ business days after the carrier accepts it, or shows as “delivered” but you never got it, email us and we'll open a claim with the carrier on your behalf. In most cases we'll reprint and re-ship while the claim is being resolved.

Refunds & reprints

Quality guarantee

If your print arrives damaged, misprinted, off-spec, or wildly different from what you ordered, we'll reprint and re-ship at no charge. No forms, no haggling. Email us within 14 days of delivery with a photo of the issue.

Custom orders (your STL)

Custom prints are made-to-order. Once we've started printing, we can't refund just because you changed your mind — the filament and printer time are already spent. But:

• Before we start printing (usually within a few hours of payment): cancel for a full refund, no questions.
• If the print is defective: free reprint or full refund, your choice.
• If the print is fine but the part doesn't fit your use case: we can't refund — the model came from your file, and we printed it to spec. Happy to talk through it if you think we missed something.

Shop products (pre-made)

Shop items can be returned within 14 days of delivery for a full refund if they're in original condition. You cover return shipping unless the item arrived damaged or defective (in which case we cover everything).

How long refunds take

We process refunds within 2 business days of approving them. Your bank or card issuer typically reflects the refund within 5–10 additional business days.

What we won't print

We reserve the right to refuse any print at our discretion. Common reasons:

• Firearms, firearm components, or weapons of any kind.
• Counterfeit goods, trademark-infringing items, or IP-violating designs.
• Anything illegal to manufacture or possess in our jurisdiction or yours.
• Geometry that's genuinely unprintable on FDM hardware (we'll email and refund before printing — never silently charge for a job that can't be done).
• Objects that pose obvious safety risks (e.g., load-bearing parts intended for human transport, food-contact items in non-food-safe filament).

When we refuse, you get a full refund within 2 business days and an explanation of why.

Questions or claims

Email hello@printrush.app with your order number and a photo if relevant. We respond to every email within 1 business day.