Cancelling an order
There's one line that matters: has the maker started printing?
Before printing starts: free
Press Cancel this order on the order page. You get everything back: part, shipping and taxes. No reason needed and nobody has to approve it.
You can tell where you stand from the order status. Paid means they haven't started. Being made means they have.
The refund goes back to your card. Expect 5 to 10 business days depending on your bank.
After printing starts: through a dispute
Once a maker marks the order started, there's real filament on a real machine. Cancelling for free at that point would mean they carry the loss for your change of mind.
So press Something's wrong instead and tell us what's going on. What happens next depends on why:
- The maker is late or has gone quiet past their lead time: you'll get your money back.
- The maker can't do what they quoted: you'll get your money back.
- You changed your mind mid-print: expect to cover the material and time already used. If the maker hasn't got far, that may be very little.
- You sent the wrong file: same thing. Ask early; the first 20 minutes of a print is the cheapest time to catch it.
Cancelling a request instead of an order
A quote request that hasn't become an order can be closed any time, from the request page. No money is involved. The makers are told it's closed and any open quotes stop being valid.
If the maker cancels
You get everything back, including shipping and taxes. It happens: a printer breaks, a material runs out, someone's sick. The order closes and you're free to accept another quote.
Makers who cancel repeatedly get suspended. It's not a free option for them.
For makers: asking to cancel
Use Ask to cancel on the order and say why. Do it before the customer has to ask where their part is.
There's no penalty for cancelling once, honestly and early. There is a penalty for taking an order you can't do and letting the deadline pass in silence. Your median reply time and completion history are both on your public profile.
If you've already spent material on an order that gets cancelled, reply to the cancellation email. We look at those case by case, and the refund policy sets out who normally carries what.