ELEGOO Neptune 4 FDM 3D Printer (2024)

Where We Ship

Orders placed on Elegooofficial website can be shipped to the following countries and regions:

Shipping Restrictions

• [the United States] We can ship orders to the contiguous 48 states and the District of Columbia, excluding Alaska, American Samoa, Micronesia, Guam, Hawaii, Marshall Islands, Northern Mariana Islands, Palau, Puerto Rico, and the U.S. Virgin Islands. Please note that we are unable to ship to P.O. Boxes and APO/FPO addresses.
• [United Kingdom] Due to high transportation costs, some preowned products (good used/for parts only/damaged) will not support delivery to the Scottish Highlands, Scottish Islands, Northern Ireland, Jersey and Guernsey.
• [Australia] Unable to ship the Jupiter and Jupiter SE 3D printer to post office addresses.
• You may only ship to one address per order. If your order contains items that require shipping to multiple locations, you’ll need to place separate orders for each address.

Shipping Fees:

Fororders over $50to most of the countries and regions listed above, it’s FREE SHIPPING.Orders under$50 will be charged a $15 shipping fee. EXCEPTforthosecountries and conditions listed:
1.Orders including Saturn 4, Saturn 4 Ultra or Mars 5 Ultra will be charged $20/pc shipping fees;
2. Australia: For orders including Jupiter SE, some areas (Northern Territory, Queensland, Tasmania,Western Australia) will be charged a shipping fee;
2. Cyprus: Each order will be charged a $30shipping fee.

For orders shipped to EU countries and the United Kingdom (EXCEPT for several countries and regions listedbelow), we are responsible for customs duties.

Several countries and regionsare: Norway, Switzerland, Las Palmas (ES), Santa Cruz de Tenerife (ES), Ceuta (ES), Melilla (ES),Åland Islands(FI),etc.

Ownership, Terms,and Risk

Please ensure your address details are correct as once the parcel is on its way we cannot re-direct it. It is your responsibility to check and verify. Should any loss be incurred due to the input of an incorrect address or a fraudulent transaction, you will be held responsible as the sole bearer of the pecuniary loss.

Note:Please do not enter any PO Box address, otherwise your package can’t be dispatched by any express.

Normally the orders that have been shipped out (you have received the tracking number or your order status has been completed) cannot be canceled. If you have to refuse deliverydue to force majeureafter the package is dispatched from ELEGOO, you are subject to the return and refund policies and must pay for the original shipping charges, which will be deducted from your refund.

If you do not contact the delivery company within 5 days after the delivery attempt, they may return the goods to us. A return charge may be assigned to us which may be twice of the delivery cost. If the case of this happens, we reserve the right to ask you to pay the return charge plus an additional re-delivery cost before we re-dispatch the item to you.

When the goods are delivered,pleasecheck that the order is complete and undamaged. Ifthere isany damage to the goods at the point of delivery, you can contact us: info@elegoo.com

Following a successful transaction you will be notified when your order has been dispatched with a tracking numberprovided, if you do not receive a tracking number within 48 hours of completing your purchase, we ask that you first check your email “Junk/Spam” folder and then contact us: info@elegoo.com

Thank you for your purchase. We hope you are happy with your purchase. However, if you are not completely satisfied with your purchase for any reason, ELEGOO provides a straightforward warranty that is processed in the most hassle-free way possible. Please refer to the warranty policybelow, as warranty periods and warranty rules differ according to the modelsand parts list.

Warranty Policy

1.Warranty timeline

2.Warranty Rulesfor Laser Head and Tube

1. Laser Head WarrantyRules:
   The rate of laser power drop is related to the frequency of use, working hours, and working environment.
   Laser Tube Warranty Rules:

a). If the laser tube is found to be damaged during the first unpacking inspection, after-sales warranty service can be provided normally；

b). During the warranty period, if the laser tube cannot emit light normally, but no obvious appearance defects are found, after-sales warranty services can be provided normally;

c). During the warranty period, if the laser tube has any appearance cracks (including but not limited to cracks caused by improper handling or cracks caused by freezing temperatures), after-sales warranty services can't be provided normally.

3.Warranty Period

All times shown on this page are calculated from the date the original order was received. If you receive free replacement products or accessories, the warranty period will still be calculated from the date the original order was received.

4.Warranty Forfeiture

The following Conditions Are Not Covered Under Warranty:

1. Products without sufficient proof of purchase
2. Lost or stolen products
3. Items that have expired their warranty period
4. Non-quality-related issues (after 30 days of purchase)
5. Free products
6. Repairs through 3rd parties
7. Damage from outside sources
8. Damage from misuse of products (including, but not limited to: falls, extreme temperatures, water, and operating devices improperly)
9. Purchases from illegitimate resourcesor second-handed parties
10. Normal discoloration, wear, or consumption during product use.

Return & Refund Policy

1.For Unwanted Items
*This clause does not apply to Pre-owned & Refurbished items.

If the Elegoo product that you purchased does not meet your satisfaction but was not confirmed defective by certified Elegoo technicians, we call such product as “unwanted product”.

1. For products in condition unopened (all original tags and labels attached), within 14 days of delivery, you may return them with an "unwanted reason" and get a refund. You are responsible for the shipping fees, and ELEGOO will charge a 5% restocking fee based on the order amount.

2. For products in condition open-box and unused, within 14 days of delivery, you may return them with an "unwanted reason" and get a refund. You are responsible for the shipping fees, and ELEGOO will charge a 15% restocking fee based on the order amount.

3. For used products or orders beyond 14 days, refunds for unwanted products are not available.

For your own benefit, we recommend that you use a traceable carrier that can provide you with the delivery confirmation to ship your Product for refund back to the location instructed in the RMA authorization. Elegoo shall not be responsible for any loss or damage to the returning product caused in transit.

The returning product will be thoroughly inspected by Elegoo when received and a decision will be made whether the inspection criteria are met. If your returning product fails to satisfy the inspection criteria and has been shipped to Elegoo, your non-conforming product for refund will be rejected or subject to a deduction fee at Elegoo’s sole discretion.

After the 14-day refund window has expired, your only recourse regarding the products is through our warranty.

2.For Quality-Related Items

1. Product is defective when you receive it, within 14days of delivery, you can return defective items to Elegooand get a full refund or replacement, andElegooisresponsible for return shipping charges.Or you can ask Elegoo to repair defective items, and Elegoo is responsible for repair fees.
2. Beyond the 14days but within warranty, a full refundand replacement arenot available, but repair is acceptable. Elegoo is responsible for repair fees.
3. Out of warranty, Elegoo will provide free technical support, if the parts need to be replaced, the customer is responsible for the repair fees, which means the customer needs to purchase the parts and bear the freight.

Important: To avoid any delay or denial of processing your refund and replacement request, please verify that thereturningproductmust bewith all parts & accessories included and all original tags and labels attached and in the original box (generic boxes will be rejected).

3.Process After Returning Product

After receiving your return and inspecting the condition of your item, we will process your return. Please allow at least 7 days from the receipt of your item to process your return. We will notify you by email when your return has been processed and move to the next warranty process, refund you the payment via Paypal, or send a new replacement to you.

Contact Us

Regarding product issues, please don't hesitate to contact us at the customer service channels below to acquire technical support, refund or exchange.

1. For 3D Printertechnical support:3dp@elegoo.com
2. Forlaser engraver technical support:lec@elegoo.com
3. For order issues, unwanted item refunds, or returns:info@elegoo.com
4. For STEM kits, robots technical support:service@elegoo.com

When contacting our customer service team, the buyer must provide sufficient proof of purchase (the order number from online purchases made through ELEGOO, Amazon,or other ELEGOO's authorized resellers), tell us which product you purchased, and describe the problem as clearly as possible through text, images or short videos. This will help our team to process your inquiries and help you solve the problems more efficiently.