FAQ: 3D Printer Warranty & Support

FUSION3 3D PRINTERS:
FREQUENTLY ASKED QUESTIONS

To find a specific question or browse answers from our FAQ’s, please select a category below. If you have a question that isn’t answered here, please contact either Fusion3 sales (sales@fusion3design.com) or our Technical Support (support@fusion3design.com).

Fusion3 Warranty & Support

What does the Fusion3 2 year warranty cover?

Fusion3 provides the best warranty in the 3D printing industry.

Our warranty covers workmanship and materials for 2 years from shipment (compared to 6 to 12 months by our competitors).

What happens if my printer has parts that need to be replaced under warranty?

After working with Fusion3 support to diagnose your issue, Fusion3 will dispatch replacement parts to you, along with instructions for installation.

Depending on the part, we will also provide you with a return shipping label, that requires you to ship back the original part to Fusion3, for inspection (as part of our quality processes) and recovery (often we are able to get credit back from our suppliers).

Note: failure to return a part may require you to pay for the part that was not returned.

If my printer is out of warranty, can I purchase replacement parts?

Yes, Fusion3 maintains a supply of replacement parts and operates an online store where customers may purchase parts at any time.

Please note that some esoteric parts are available but not shown in the store.

Please contact Fusion3 Technical Support to provision those items in a shopping cart for you.

Do you provide free, lifetime technical support?

Ensuring your Fusion3 printer is working at peak performance is key.  

To that end, every Fusion3 customer is provided with FREE phone and email technical support for the life of their printer.

Our support team is available Monday through Friday, from 8am to 8pm via phone & email.

Note: this support is intended to help customers with any technical issues with the printer. They will attempt to assist with certain questions when your printer is working as intended, however, they may have to curtail the amount of time they spend in those situations to assist with customers requiring technical assistance.

How do I contact you for technical support?

Fusion3 is reachable via phone and email for support and you can even schedule an appointment with us.

To initiate a technical support incident, please visit our Contact Support page.

What hours are your technical support team available?

Fusion3’s technical support team is available from 8am to 8pm, Monday through Friday, US Eastern Time.

Are there any limitations to what Fusion3’s customer support can help with?

While we’d like to help customers with any question, our team is limited to helping customers diagnose and fix any technical (break/fix) issues with their printers.

In the event you require assistance beyond an occasional question where your 3D printer is working fine, we ask that in order to obtain additional assistance that you purchase our 1 Year Enhanced Support plan.

What does the 1 Year Enhanced Support Plan cover

The 1 Year Enhanced Support PLan enables our support team to help you with any reasonable question beyond ‘break/fix’ issues. This is not an extended warranty, nor priority support.

The best way to explain this is if you were to contact our support team starting with “My 3D printer is working fine, but….”.

Examples of the times when this could be useful:
– New users requiring extra assistance
– Expert users whose time is valuable and would benefit from faster problem solving for items such as material selection for advanced tasks, designing features for 3D printing, customizing settings