Thank you for choosing SpiderMaker products. This policy applies to international orders shipped to countries or regions outside Taiwan and explains the principles for order cancellations, returns, exchanges, defective products, and shipping-related issues.
International orders may involve cross-border transportation, import and export requirements, customs duties, shipping restrictions, and different consumer protection laws. All return and exchange requests are therefore reviewed individually by SpiderMaker.
Nothing in this policy limits any mandatory rights or remedies available to customers under the applicable laws of their country or region.
Last updated: August 3, 2026
1. Scope of This Policy
This policy applies to international orders placed through the SpiderMaker official website, a dedicated payment link, or an order created with assistance from SpiderMaker personnel and shipped to a destination outside Taiwan.
Distributor orders, wholesale orders, business purchases, OEM projects, customized products, bulk purchases, or transactions governed by a separate quotation, purchase agreement, contract, or written arrangement will be subject primarily to the individually agreed terms.
2. Information to Confirm Before Payment
Before completing payment for an international order, customers should carefully confirm the following information:
- Product name, specifications, color, and quantity
- Recipient name and contact telephone number
- Company name, complete delivery address, and postal code
- Destination country or region
- Local import, use, transportation, and regulatory restrictions
- Quoted product price, shipping cost, and estimated dispatch schedule
Product color and printed appearance may vary reasonably due to display settings, photography conditions, material batches, equipment, and printing parameters. Reasonable differences of this nature are generally not considered product defects.
3. Order Cancellation or Modification
To request an order cancellation, quantity change, product change, or correction to recipient information, please contact SpiderMaker as soon as possible through the email conversation associated with the order.
If the products have not yet been prepared, packed, documented, customized, or handed to the carrier, SpiderMaker will review whether the requested cancellation or modification can still be accepted.
An order may no longer be eligible for cancellation or modification if:
- The products have already been packed or handed to the carrier
- Customized production, repacking, labeling, or special packaging has begun
- Specific materials or products have been purchased for the order
- Export, customs, or shipping documents have already been prepared
- The carrier or another third party has charged non-refundable fees
Where permitted by applicable law, any non-refundable payment processing, packaging, documentation, transportation, bank, or other actual costs resulting from an approved cancellation may be deducted from the refund. SpiderMaker will explain such deductions to the customer.
4. Change-of-Mind Returns
International orders involve cross-border transportation, customs procedures, shipping restrictions, and materials that may be difficult or unsafe to return. Unless mandatory law provides otherwise, SpiderMaker generally does not accept returns or exchanges solely for the following reasons:
- The customer changed their mind or no longer needs the product
- The wrong product, specification, color, or quantity was selected
- The product does not meet a subjective preference or expectation
- Equipment compatibility, printing parameters, or the intended application was not confirmed before purchase
- Local regulations, customs requirements, or carrier restrictions prevent importation or use
If SpiderMaker agrees in writing to accept a non-defective product return, the product must remain unused, unopened, undamaged, and complete with its original packaging, labels, accessories, and documents.
Customers must not send products back without first receiving written return authorization and shipping instructions from SpiderMaker.
5. Products Not Eligible for Discretionary Returns
Except where a product is defective, incorrect, missing, damaged in transit, or otherwise covered by mandatory law, the following products are generally not eligible for change-of-mind returns:
- Opened or used photopolymer resin
- Opened, used, moisture-exposed, contaminated, or rewound 3D printing filament
- Products manufactured or modified according to customer requirements
- Custom colors, special specifications, special packaging, or customer-specific labels
- Samples, testing materials, complimentary products, or specially discounted products
- Products damaged by improper storage, handling, printing settings, equipment, or environmental conditions
- Products that cannot be returned legally or safely through international transportation
6. Incorrect, Missing, Damaged, or Abnormal Products
Please inspect the outer carton, products, quantities, and specifications as soon as possible after receiving the shipment.
Contact SpiderMaker within 7 calendar days after delivery if you discover any of the following:
- An incorrect product, specification, or quantity was delivered
- One or more ordered products are missing
- The outer carton is visibly damaged, wet, crushed, or punctured
- A photopolymer resin container is broken or leaking
- A product was visibly damaged before use
- A product appears to have a manufacturing or quality abnormality
To help us investigate the issue, please provide:
- Order number or proof of purchase
- A clear description of the issue
- Photographs of the complete outer carton
- A photograph of the shipping label
- Photographs of the internal packaging
- Photographs of the product label and batch number
- Photographs or video clearly showing the affected product and issue
Until the investigation is complete, please retain the carton, packaging materials, products, labels, and shipping documents. Do not discard, use, repackage, or otherwise alter the affected products.
7. Evaluation of Product Quality Issues
3D printing results may be affected by the printer, equipment condition, slicing software, printing parameters, material storage, drying, model design, ambient temperature and humidity, exposure settings, and post-processing procedures.
A failed print, incompatible equipment, unsuitable parameters, or improper storage does not necessarily mean that the material itself is defective.
SpiderMaker may request the following information to evaluate a suspected material or quality issue:
- Printer brand and model
- Nozzle, resin vat, or light source information
- Printing, slicing, temperature, speed, layer height, or exposure parameters
- Material drying and storage conditions
- The date the product was opened
- Photographs or video of the print, equipment, and abnormal result
- Product batch number
- Other information reasonably required for testing or evaluation
SpiderMaker will make a reasonable determination based on the product condition, order information, technical details, and evidence provided.
8. Available Resolutions
If SpiderMaker confirms that a product was shipped incorrectly, was missing, was damaged in transit, or contains a product defect, an appropriate resolution will be provided based on the circumstances and applicable law.
Available resolutions may include:
- Sending the missing product
- Replacing the affected product
- Reshipping the order
- Providing a partial refund
- Providing a full refund
- Providing another solution agreed upon by both parties
The appropriate resolution will depend on the nature of the issue, product condition, shipping availability, destination restrictions, and whether the product can be legally and safely returned.
9. Return Shipping and Related Costs
If the issue is attributable to SpiderMaker, SpiderMaker will provide return, replacement, reshipment, or refund instructions and will cover reasonable necessary costs that have been approved in advance.
If the return is not attributable to SpiderMaker, or SpiderMaker has individually approved a non-defective return, the customer may be responsible for:
- Original shipping charges
- Return shipping and insurance
- Customs duties, import taxes, and customs clearance fees
- Storage, return-to-sender, disposal, or handling charges
- Payment platform, bank, or transfer fees
- Costs caused by an incorrect address, refusal, failed customs clearance, or unpaid import charges
10. Refund Method and Processing Time
Once a refund has been approved, SpiderMaker will generally issue the refund to the original payment method.
The refundable amount will be determined based on the reason for the return, the condition of the products, actual non-refundable costs, and applicable law.
After SpiderMaker completes the refund, additional processing time may be required by the customer's bank, card issuer, or payment service provider before the refund appears in the customer's account.
Unless the difference is attributable to SpiderMaker, SpiderMaker is generally unable to reimburse exchange-rate differences, foreign transaction fees, bank charges, or payment platform conversion fees.
11. Incorrect Address, Refused Delivery, and Failed Customs Clearance
Customers are responsible for providing complete and accurate recipient information and for cooperating with the carrier and local customs authorities to complete delivery and customs clearance.
If a shipment cannot be delivered or cleared due to any of the following circumstances, the customer may be responsible for additional delivery, storage, return, disposal, customs, and handling costs:
- Incorrect or incomplete address or contact information
- The recipient refuses delivery
- The carrier is unable to contact the recipient
- Required customs documents are not provided
- Customs duties, taxes, or import charges are not paid
- Customs clearance is not completed within the required period
If the products are returned to SpiderMaker and remain safe and suitable for resale, SpiderMaker will evaluate the refundable amount after deducting actual non-refundable costs. If the products cannot be returned, are destroyed by customs or the carrier, or are no longer suitable for resale due to transportation or storage conditions, a refund may not be available.
12. How to Request a Cancellation, Return, Exchange, or Claim
Please contact SpiderMaker through the email conversation associated with the order or through the contact information listed on the SpiderMaker official website.
- Contact SpiderMaker and explain the requested cancellation, return, exchange, replacement, or claim.
- Provide the order number, recipient name, product information, and a complete description of the issue.
- Provide all requested photographs, video, batch information, technical settings, or supporting documents.
- Wait for SpiderMaker to review the request and provide written instructions.
- Do not return or dispose of the product until SpiderMaker confirms the appropriate handling method.
Requests are reviewed during SpiderMaker's business days and business hours in Taiwan.
13. Contact Information
For order cancellations, returns, exchanges, replacement requests, refunds, or product-related claims, please contact SpiderMaker's Product and Purchasing Service team.
Telephone: +886-3-493-2131 ext. 1747
Email: info@3dspidermaker.com
Business Hours: Monday to Friday, 08:00–17:00 Taiwan Time (UTC+8), excluding public holidays and company closure days
