FAQ
ORDER
How can I place an order?
- Submit order request.
- You will receive a confirmation with the payment request from us within a short time.
- We confirm the receipt of your payment.
- We manufacture your device.
- Your order is usually shipped to you within 3 weeks.
Can I change or cancel my order?
Changes or cancellations are only possible if the order has not yet been shipped. Please contact our customer service as soon as possible for assistance.
How can I get information about the status of my order?
You will receive a notification for each of the 5 stages of the order process.
If you have any further questions, simply send us an email.
How long does it take to process my order?
The processing time for your order depends on the scope of your order. If your order consists solely of a night vision device, the processing time from payment receipt to delivery may take approximately three weeks.
Why does it take so long to process my order?
Our products are not kept in stock but are custom-made specifically for you upon order. This process can take up to 3 weeks. We kindly ask for your patience.
Which material should I choose?
We can manufacture the devices using the following materials:
PETG (Standard)
- Medium hardness
- Low stiffness
- Heat resistant up to ~65°C
PETG - Carbonfibre reinforced (+10€) (Recommended)
- High hardness
- High stiffness
- Heat resistant up to ~70°C
ASA - Carbonfibre reinforced (+15€)
- Lower hardness
- Very high stiffness
- Heat resistant up to ~100°C
- Particularly resistant to environmental factors
DELIVERY
I do not live in the EU, is shipping still possible?
We ship within the EU.
Please note: shipping outside of Germany may take a little longer.
Deliveries outside the EU must be clarified on a case-by-case basis, and we will do our best to find a solution for you.
What shipping methods are offered?
We currently ship exclusively with DHL.
How long does delivery take?
This depends on the shipping provider. Standard shipping within Germany typically takes 3-5 business days.
How can I track my order?
After your order has been shipped, you will receive a shipping confirmation with a tracking number. You can use this number to track the status of your shipment on the shipping provider's website.
How long does it take to process my order?
Our products are not kept in stock but are custom-made specifically for you upon order. This process can take up to 3 weeks. We kindly ask for your patience.
RECLAMATION
How can I return an item?
If you wish to return or exchange an item, please contact our customer service within 14 days of receiving the goods. We will provide you with a return label and further instructions.
Are the costs for returning an order?
Return shipping costs vary depending on the reason for the return. If the item is faulty or damaged, we will cover the return shipping costs. Otherwise, costs may apply, which will be charged to the customer.
When will I receive my refund?
Refunds are typically processed within 7-10 business days after receiving and inspecting the return. The refund will be issued to the original payment method.
PAYMENT
What payment methods do you accept?
We currently only offer bank transfer as payment option - we're working on more solutions.
Will I receive confirmation of payment?
Yes, after receiving the payment, we will confirm it via email.
I have already made the transfer but have not yet received a payment confirmation.
Depending on the payment method, the confirmation may take several business days. If you have not received a confirmation email after 5 business days, please send us an email.
ACCOUNT & PERSONAL DATA
Do I need to create a customer account to place an order?
No, we do not require a customer account.
Warranty & Service
How long does the warranty on the service apply?
In the EU, the legal warranty for new goods is 2 years.
This means:
- The seller is liable for defects that already existed at the time of purchase.
- Within the first 12 months, it is assumed that the defect was present from the beginning (the burden of proof lies with the seller).
- After the first 12 months, the buyer must prove that the defect was already there at the time of purchase.
What does a lifetime warranty on all 3D-printed parts mean?
We replace all damaged 3D-printed housing parts free of charge.
Scratches or visual imperfections do not fall under this warranty. We exclusively replace cracked or otherwise broken parts that could cause functional defects.
Excluded are intentionally caused damages, as well as lenses, displays, cameras and other non-3D-printed components.
The customer covers the shipping costs.
How to send us a repair request?
Please fill out this form.
We couldn't answer your question?
Contact Us!
