Get Support
Need help? We're here. Response times, contact methods, and how to report issues.
Before contacting support
Most questions are answered in our documentation. Check these first:
Contact methods
Email Support
Best for non-urgent questions, detailed issues, or file problems.
support@printport3d.comAI Chat Assistant
Get instant help from our AI chat assistant, available 24/7 in your dashboard.
Look for the chat icon in the bottom-right of your dashboard.
Urgent Order Issues
For time-sensitive order problems affecting customer deliveries, use the "Report Issue" button on the specific order in your dashboard. This notifies our fulfillment team immediately.
When reporting an issue
Help us help you faster. Include these details:
For order issues:
- • Order ID (from your dashboard)
- • What's wrong (print quality, shipping delay, etc.)
- • Photos if applicable
- • Customer's expected delivery date if time-sensitive
For file upload issues:
- • File name and format (STL, 3MF, etc.)
- • File size
- • What software you used to create it
- • Error message (screenshot if possible)
- • Share the file if possible (via email or WeTransfer)
For store connection issues:
- • Which platform (Shopify or Etsy)
- • Store URL
- • When you tried to connect
- • What error you saw
- • Whether orders synced before (if reconnecting)
For pricing/cost questions:
- • Product name or ID
- • Material and color selected
- • Estimated cost shown
- • What you expected vs what you see
Response times
| Issue Type | Method | Response Time |
|---|---|---|
| Urgent order issues | Dashboard report | Under 2 hours |
| General questions | Dashboard chat | Under 1 hour (business hours) |
| Technical support | 24-48 hours | |
| File review/help | 48 hours |
Business hours: Monday-Friday, 9am-6pm EST. Weekend inquiries answered Monday morning.
Refunds & quality issues
We stand behind our print quality. If a print fails to meet our quality standards:
If a print has visible defects (layer shifts, warping, failed sections), report it with photos. We'll reprint and reship at no charge.
If your design doesn't print as expected due to geometry problems, we can help identify the issue but can't refund—the print itself succeeded.
Report damaged shipments within 7 days with photos. We'll work with you on replacement or refund.
Customer refunds
Feature requests & feedback
We're actively building and improving. Have ideas? We want to hear them.