How do I contact customer service?
We will respond to emails within 1 business day. Or you may reach us by phone at +33-183 641-122 or from the US use toll free +1-800-814-1270. Our phone hours are Monday – Friday 9a to 6p GMT+1.
Using the Website
How do I make my own design ?
It's easy to customize products with your own photo or art in our product configurator. Visit our Case Builder page, choose your design and then upload your image file, or if you need some inspiration, choose artwork from the 3DPCase Gallery.
What are the file requirements for uploading my own art or photo?
All images must be in jpeg format and less than 10 MB in file size. Your file should be in RGB color mode and high resolution (300 dpi is best).
We recommend you to size your image at least 1900 x 1200 pixels in order to cover the entire print area.
If your image is a photo, make sure to check the size of the file to be sure the image is large enough to cover the entire case.
If you have problems, contact us, let us know what the issue seems to be, and we will try to help you out.
How do I open an 3DPCase account?
We just need a few things to open an account for you. Click here, you’ll see it’s easy! If you do not receive your account confirmation right away, please check your Spam filter and make sure you add "email@example.com" to your address book for future emails.
Can I use my Sculpteo account?
Yes, you can use your Sculpteo account on 3DPCase. Just login normally with your Sculpteo credentials, you'll be asked if you want to activate your account for 3DPCase.
Do I have to register for an account to use the 3DPCase website?
You don't need an account to browse the site or to design your own case. Having an account will allow you to save designs, share designs and track your favorites. It’s super easy to create an account – just visit our Sign Up page.
How do I update my account information?
You can update your information in your 3DPCase Account page. If you're already signed in, visit the Settings page to update your email address, billing or shipping information. If you don't see a link to your Account or aren't sure if you're signed in already, sign in and then update your "Profile."
I forgot my password. What do I do?
Don't worry, it happens to everyone. You can reset your password from our login page, by going to our reset password page.
Do I need an Account to order something?
No you don't need an account to purchase an item.
Where are my Saved Designs?
Your designs are safe and sound in your account, you can find them into your account page or in the Gallery by choosing ‘My designs’. If you have uploaded photos or artwork, they are also saved into your account so that you can use them for another case creation. Email us at firstname.lastname@example.org if you have any problems finding your images.
Is this a sticker?
Not at all. We are using 3D-printing technology to build the case that you have designed. The 3D printer enables us to produce the exact replica of the 3D file that you have created with the 3DP Case Builder. It’s solid, resistant, it will not peel off or fade.
What is 3D-printing?
Please have a look on our video and the chapter “3D-printing” just below. You will discover how this amazing production process enables you to be your own designer!
How do you make it look so good?
Every 3DPCase is 3D-printed in our own factory. Since 3 years, we have been developping specific process to get the best from this brand new revolutionary technology. Your case is made of polyamide and it provides solid protection AND amazing look!
Will my case look exactly like what I see on my screen?
Your case will look totally great! We use the latest professional 3D-printers to ensure you high quality and exact replica of your 3D creation. The position variance is less than 0.1 mm! We apply specific vibrant and resistant colors to ensure you the best result. Keep in mind that colors display differently on various computers and also can look slightly different when actually 3d-printed.
What is 3D printing?
3D printing is a production process that makes it possible to create an actual object from a 3D file. The object is formed by applying successive layers of solid material.
Orders and Shipping
How can I pay for my order?
When you go through the checkout process, you can pay your order with your Visa, Master Card or American Express credit or debit card. Our payment procedure is totally secured by our specialized partner.
Do you accept PayPal?
Yes, you can choose to use the Paypal service on the checkout page.
When will my order ship?
We make it our highest priority to process, 3d-print, and package all our cases within 2 to 3 business days. You always choose the shipping rate and method, so the actual time from us to your door is up to you.
How can I check my order status?
Sign In to your Account and click on the "Order History" link to check on your order status.
When will my credit card be charged after I place an order?
Your card is charged when amount when you click "submit" during checkout.
How much does shipping cost?
Shipping is free for all orders over $35 or 35€! For all other orders, shipping costs are based on your location and your selected method of delivery. We offer shipping via the Postal Service and UPS.
Do you ship internationally?
Yes, we do ship to countries all over the world. Be sure to get us all your necessary shipping information. We ship via International Priority Mail and UPS, which typically takes 3 to 7 business days, depending on your location. Tracking numbers are available for every international shipping. International packages are subject to taxes, customs fees and duties. You will be responsible for any taxes, customs fees and duties that might be incurred.
Do you ship to P.O. Boxes?
Yes, but you must select International Priority Mail as your shipping method. UPS does NOT allow shipping to P.O. boxes.
How do I track my packages?
After you complete your purchase, you will receive an Shipping Notification in your email inbox (if you don't see it, check your Spam folder). That receipt will contain your Post or UPS tracking number that you can use to track your package. Or, Sign In to your Account and click on the "Order History" link to check on your order status and view your tracking number.
I placed my order and it shows up in my Order History in my Account, but I didn't get the email order receipt. Did my order go through?
Yes, your order will continue without issues even if you missed the email order receipt. It's possible your email receipt got caught in your Spam folder, so you should check there and add email@example.com and “contact@sculpteo” to your address book to ensure future order communication makes it into your inbox.
How can I send a 3DPCase product to someone as a gift?
Create the design as usual and then proceed to checkout. In the shipping address section, enter your gift recipient’s address. Right after you enter your payment information, you can select to add a gift message to the packing slip if you like. We also have gift cards available, so your friends and family can customize their own cases!
I ordered my 3DPCase and it should have arrived by now, but it hasn't. What do I do?
Stay calm, don’t worry! Follow up with Post or UPS using your tracking number to see if they can help you find your package. If you still need help or have questions, please contact us and we'll be glad to work with you to make sure your order gets in your hands asap!
What company name will appear on my credit card statement?
3DPCase is an experience powered by Sculpteo. "Sculpteo" will be the company name on your credit or debit card statement.
Is it secure to buy something through the 3DPCase website?
When you complete your order on our site, you'll notice the lock icon in the address bar, and you'll also notice the http become https. The "s" and the lock means you're on a secure server and your purchase is safe.
How do I view my order history?
Sign in to your Account and click on the "Order History" link to review your previous orders.
What's your return policy?
- You want a different customization on your case
- You have decided you want a different type of case
But we want you to be satisfied. If you have any problem with your purchase, please email us at firstname.lastname@example.org within 30 days of your order receipt to explain why you are not happy with your case. We will do our best to replace your purchase or give you satisfaction.
After 30 days, 3DPCase cannot accept returns. Shipping costs are not refundables. Gift cards cannot be returned.
How do I buy 3DPCase gift cards?
You can find our gift card options available for purchase on the gift cards page. You can choose the amount of your gift card, that can be used for any purchase on 3DPCase.com. Gift cards will hold balances if an entire amount is not used in one purchase, and will expire 12 months after the date of purchase. Balance checks are available on the checkout page in the Payment section. Digital gift cards are sent to the recipient via email. Your friends or family will receive an email from us with all the details they need to redeem their awesome gift.
When are gift cards sent?
Digital gift cards are NOT sent immediately to your recipient - your order must be processed and your credit card will be charged first. Usually they are sent within 24 hours.
How do I redeem 3DPCase gift cards?
On the checkout page, choose the gift card option in the Payment Information Section. Enter your gift card ID number. If you do not have enough money left on your gift card to cover the entire purchase, you will be able to enter in a credit card to pay for the balance.
Can I use Sculpteo coupons on 3DPCase ?
Unfortunatelly, we use different payment solutions and your Sculpteo coupons will not be accepted for your 3DPCase purchase. Please use a 3DPCase gift cards or choose another payment solution.
We value your privacy and would never do anything to hurt you.
Protection of your personal data
Sculpteo collects and uses personal data such as name, email address and place of residence in order to provide its users with Sculpteo services, such as ordering and shipping items. This data will never be sold or transferred to any third party. If the user checks the "I want to receive information from Sculpteo" box, he/she agrees to receive the Sculpteo newsletter or other Sculpteo information by email. He/she may cancel the subscription at any time, as per applicable CNIL regulations.
Access and updates
The user has the right to modify and/or update any personal data held on the Sculpteo website. If the user wishes to have them deleted, or for any questions concerning the protection of personal data, the user should fill in the contact form.
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Is there an application for my smartphone ?
Yes, we have an application for iOS available for your iPhone and iPad. Application for your android smart phone will be available in the future