UNITED STATES MAINLAND
Free Shipping is offered on all orders of $40 or more.
Shipping of $5.99 on all US orders under $40.
Same day dispatch for orders before 1PM MDT Monday to Friday (excluding major holidays) from our domestic USA locations.
Delivered by USPS Ground service within 3 to 7 working days.
UNITED KINGDOM
Free Shipping is offered on all orders of £30 or more.
Shipping from £3.99 on all UK orders under £30.
Dispatched within 24hrs from our domestic UK locations.
Delivered by Royal Mail 48hrs Tracked Delivery.
Correct Address Information
Customers are responsible for providing us with a complete and correct address for delivery. You must include all relevant address information such as unit/suite numbers, name or business name etc. 3DActive are not responsible for issues with delivery related to incomplete or incorrect addresses. We reserve the right to hold orders that we believe have incorrect address information until we are able to contact you to confirm the shipping address.
Order Tracking Information
The moment that your order ships, you will be sent tracking information by email.
If Your Order Arrives Damaged
If there is any damage to your order upon delivery, please email us as soon as possible. Photos of any damage are very helpful. In your email be sure to include your order number, and we will go over your options.
International Shipments
3DActive currently only ship to the USA Mainland and UK.
Navidium Shipping Protection (US Mainland Orders Only)
In an effort to provide more safety, assurance, and insurance for our customers, we are happy to offer Navidium Shipping Protection. Filing a claim with postal carriers is often unhelpful and time consuming. From just $2.99, Navidium Shipping Protection covers you in the event that your package is lost or damaged.
What We Deem As Lost
- Your tracking shows 'in transit', has not been marked delivered, and has not updated for 10 days since the last update.
- Your package was delivered by the carrier to the wrong address, even though you provided the correct address at the time of order.
- Shipments that have been determined lost by the carrier
What We Deem as Damaged:
- Your order is delivered and the item is materially damaged
- Some of your order is missing due to the box/package opening during transit
What's not covered by Navidium Shipping Protection:
- Missing packages or packages returned to sender due to the incorrect or insufficient address information provided at checkout when the order is placed.
- Delays in transit. When our customer service team is aware of delays due to weather or carrier logistics problems, we reserve the right to classify these packages as 'delayed' rather than lost.
- Unshipped items due to backorders or pre-sales
- Items that are returned to us for a refund or exchange that are not in a resaleable condition
- Packages that have been stolen after delivery.
- Packages that have already been replaced or refunded under Navidium Shipping Protection. If a package is replaced and there are further issues, please contact the shipping carrier directly.
How to Submit Your Claim:
If you have selected the Navidium Shipping Protection, please contact us at support@3dactive.com within 5 days. A member of our customer service team will assist you within 1-2 business days.
What to include in your claim email:
- Subject line: "Shipping Protection Claim for order <insert order number>". Your order number can be found on your order confirmation email.
- Description of issue.
- Photo evidence of damage if applicable.
- Any other useful information that supports your claim.
We will continue to track your package. Should it appear, we will ask that the package be shipped back to us.
What happens after your claim has been submitted:
- We will begin an investigation on the lost or damaged package.
- After your claim has been submitted, please allow us 7 business days to work on your claim.
- If the shipping claim is denied, there is nothing further that can be done.
- Once your claim has been approved, we will send you a replacement.
Terms and Conditions:
- Navidium Shipping Protection is optional, but by opting-out, we will follow the claims policy with the shipping carrier to either locate your parcel or deem it as lost. This may take 6-8 weeks and is at the discretion of the courier. The maximum claim amount with the carrier is $100.
- We reserve the right to deny claims due to insurance fraud, and/or abuse.
- Shipping protection is non-refundable.
- If the carrier has a delivery confirmation at the correct address or photographic evidence that it has been delivered to your property, is with a neighbor or at a secure location, we are not responsible for a refund or replacement.