FULAMENT FAQ

Our most commonly asked questions

SHIPPING QUESTIONS

Where do you ship to?

We ship worldwide! While we offer free domestic shipping within mainland USA, Alaska, Hawaii, and Puerto Rico will have discounted shipping rates. Orders outside the US will be charged for both shipping and customs at checkout.

How long will my order take?

Any orders placed before 2pm EST Mon-Fri will ship the same day! Anything after the cut off will be shipped the following business day. From there the shipping carrier will take between 2-5 days to deliver your package within the United States depending on your location. International deliveries may take between 1-2 weeks. *Orders placed on Saturday or Sunday will be processed and shipped the following business day*

I need to modify or cancel my order

If you need to change or cancel your order, please contact us immediately. Once our warehouse has processed your order, we will be unable to make any changes.

Will I have to pay international duties / taxes?

Yes, most orders shipped outside the U.S will be charged import duties and taxes. The general amount is 20% but can vary from country to country. To prevent any delivery issues, we collect and remit duties and taxes at checkout. Doing this allows us to provide a smooth delivery experience, without giving you an unexpected charge upon delivery. Please understand that we have no control or say over these charges, they are required by your respective country.

How can i change my address?

If you have not yet received a shipping confirmation email or text, we may still be able to edit your shipping address prior to shipping. Contact our customer support via email or live chat if it is currently available. Once an order has been shipped there is no way for us to modify the delivery address, cancel the order, or change the shipping method.

Where can I find my tracking number?

Once an order has shipped, we will email or text you shipment confirmation. Within this email will be your clickable tracking number. You can either click on the link, or enter your number in the shipping carriers website.

Expedited and 2-Day Shipping

Please understand, that if you select an expedited or 2-Day shipping method, the timeframe is not guaranteed. While we pay the extra cost on your behalf, Fedex, UPS, & USPS no longer guarantee estimated delivery dates due to COVID-19. We hope that as things return to normal, these carriers will re-implement their delivery promise.

Where do you ship from?

We operate and ship from our New York City location. We never dropship or send orders from outside the U.S. We are a proud domestic company.

Returns & Exchanges

Return Policy

Domestic customers may return new and unused items for free within 30 days of delivery. Shipping costs are non-refundable. To start the return process, reach out to our customer support via email or live chat if it is currently available. International buyers will be responsible for the cost of return shipping.

Exchange Policy

Products can be exchanged for free as long as they are new and unused within 30 days of delivery. To start the exchange process, just reach out to our customer service via email or live chat if available. While domestic exchanges are free, international customers will be responsible for both the return shipping, and the shipping of the new order.

Return Instructions

After submitting a return or exchange request with our customer support, we will send you a return shipping label. Please safely package your return before dropping it off to a shipping carrier in order to prevent damage in transit. If you do not have a drop off location near you, you can schedule a pickup from the shipping carrier online. *Return labels can be from FedEx or USPS depending on your product and location*

Defective Items

If your item arrives defective, we will do everything in our power to make things right! Just reach out to our customer support via email or live chat if available. We will provide a replacement, upgrade, or refund as quickly as possible, but will also need to conduct an investigation. Please be patient with our customer support if they are asking a lot of questions. This allows us to isolate what went wrong, and prevent it from happening again in the future. We are always striving to provide better service!

Fulament Rewards Program

Does Fulament offer a rewards program?

Yes we do! As a way to show appreciation to our customers, we offer a free loyalty program! The rewards program gives you multiple ways of earning points, including 3% back on all orders! These points never expire and can be used on any in-store purchases! To signup, click here.

How do I start earning?

To start earning rewards points, click the link here. It will take you to the rewards panel giving you instructions on how to sign up and the many ways to earn points!

How do I earn points?

Once signed up for the program, you automatically start earning 3% back on all of your Fulament purchases! You can also earn points by following us on social media, or referring a friend through our rewards panel found here.

How can I redeem points?

Once earned, points can be redeemed for store credit through our rewards panel found here. The store credit will be given in the form of a code, which you can enter at checkout. These points (or any discount) cannot be stacked with other discount codes or promotions.

Fulament Rewards Program

What is Fulament's B2B Program?

Our B2B program is meant for power users and print farm owners. If you go through resin or filament in bulk, this program was designed for you. Get access to Fulament products at wholesale pricing!

Is this program only for businesses?

This program is for everyone, you don't need to be a business to qualify. Just be aware, that the minimum order quantity is 10 pieces for any B2B order.

Benefits

Get access to wholesale pricing on Fulament products as well as pre-order access! B2B customers have the ability to pre-order incoming stock before it is available to the public.

How do I qualify?

The only requirements for joining the B2B program is a signed NDA, as well as minimum order quantities of 10 units. To apply, fill out the form here.

Subscriptions

How do subscriptions work?

Our subscriptions are powered by ReCharge, the largest and safest subscription software available. Once subscribed, you will receive your Fulament product on your selected time interval at a discounted price. You are automatically billed before each shipment.

How can I cancel or edit a subscription?

Subscriptions are commitment free! You can unsubscribe, change the product, or time interval at any time before your next shipment. To make any changes to your subscription, login into your account to access your customer portal. Don't have a log in? Access your subscription here.

What subscriptions are available?

We offer subscriptions on all of our consumable such as filament, resin, and desiccants.

Fula-Flex 2.0 Q&A

How do I find the correct size?

We have a compatibility list here. We are constantly updating this list as new printers and sizes are being released. If your printer is not listed, reach out to support and we will do our best to help you find the correct size!

Adhesion Issues?

We have a great guide on fixing adhesion issues for specific materials found here. If this still doesn't help, please reach out to our customer support via customerservice@fulament.com

What is the difference between the smooth and textured PEI?

The smooth PEI leaves a glossy finish at the bottom of your prints and is great for materials such as PLA and ABS. However, smooth PEI tends to chemically bond with materials such as PETG or TPU and needs a separation layer. The textured PEI on the other hand was designed for these materials while still being exceptionally well at gripping PLA and ABS. The textured PEI leaves a matte, pebble like finish on the bottom of your prints. To get a more in depth understanding, check our printing guide here.

Do you make custom sizes?

Yes! Custom sizes can be made at request, but require a minimum order quantity of 5 pieces. Lead time is around a month. To customize a Fula-Flex 2.0 plate, reach out to customerservice@fulament.com

Fula-Flex 2.0 Q&A

How do I find the correct size?

We have a compatibility list here. We are constantly updating this list as new printers and sizes are being released. If your printer is not listed, reach out to support and we will do our best to help you find the correct size!

Adhesion Issues?

We have a great guide on fixing adhesion issues for specific materials found here. If this still doesn't help, please reach out to our customer support via customerservice@fulament.com

Flex plate sliding?

If your flex plate is sliding off the magnet when printing, take a look at our guide here. We detail a couple of solutions for this issue. If the problems presides, please reach out to our customer support at cutomerservice@fulament.com

Do I need a spacer for my Fula-Flex to work?

Spacers are only required on some printers. For a full list of required printers and spacer designs, check our guide here.

Do you make custom sizes?

Yes! Custom sizes can be made at request, but require a minimum order quantity of 5 pieces. Lead time is around a month. To customize a Fula-Flex: Resin Edition plate, reach out to customerservice@fulament.com

STILL HAVE QUESTIONS?

Live Chat hours: 11am - 7pm EST

customerservice@fulament.com