Answers to help you shop, manage your order and find the technical support you need.
Orders & payments
How do I know my order has been placed?
Check your order confirmation email and, if you have an account, your order history. Check your spam folder too. If you are unsure about the order or payment, contact us before placing the order again.
Which payment methods can I use?
The payment methods available for your order and their conditions are shown during checkout. Check your chosen option before confirming payment. General information is available in our terms and conditions.
Can I change or cancel an order?
Contact us as soon as possible with your order number and the change you need. You may request cancellation before dispatch if it is still possible and preparation, manufacture or procurement specifically for your order has not started. Our terms and conditions apply, without affecting any applicable right of withdrawal.
Do you offer volume discounts?
Yes. Discounts are calculated automatically based on the order value and the products in your basket, subject to each promotion’s conditions. See the current thresholds and eligible products on our HTA3D special discounts page.
Can an available product still need preparation?
Some printed parts, variants and customised items need additional preparation. Check the product page and our delivery information. For larger quantities or an essential delivery date, contact us before ordering.
Shipping & delivery
How long do order preparation and shipping take?
Order preparation and transit are separate stages. Customised items may need extra preparation time; the estimated transit time then depends on the shipping service. Check current estimates, public holidays and closures in our delivery information. If a particular date is essential, let us know before ordering so we can assess whether it can be confirmed.
How much does shipping cost, and where do you deliver?
Costs and available options depend on the destination and your order. See our delivery information for rates, services and free shipping conditions, and check the calculation at checkout. For the Canary Islands, Ceuta, Melilla or other destinations with special tax arrangements, also check the applicable taxes and formalities.
Where can I track my order?
Check your dispatch confirmation email and the tracking link provided. If you have an account, you can also check the order status in My orders. If you cannot find the information, contact us with your order number.
What if my delivery is delayed or a delivery attempt is recorded?
Check the tracking information and delivery details. If the issue remains unresolved, or the delivery attempt does not reflect what happened, contact HTA3D with your order number, tracking reference and any useful delivery information. We will review the issue; standard transit times are estimates.
Tracking says delivered, but I have not received my order. What should I do?
Let us know your order number and tracking reference. We will ask the carrier to investigate the delivery. A ‘delivered’ status does not replace an investigation or limit the rights applicable to your purchase.
What if my parcel is damaged, incomplete or contains the wrong item?
Keep the packaging and labels, and report the issue with your order number, a description and photographs of the parcel and products. If the item differs from what you ordered, avoid installing or modifying it until the issue is clarified. Reporting promptly helps us deal with the issue without limiting your consumer rights.
Invoices & business orders
How can I get a copy of my invoice?
Invoices are provided digitally: they are attached to your email and can also be downloaded from My orders. If you cannot find yours, contact us with your order number.
Which billing details should I enter, and how do I report an error?
Check your name or company name, tax identification number and billing address before confirming the order. If you notice an error afterwards, contact us with the order number and correct details so we can review the appropriate correction. Updating your account details should not be taken to mean that an invoice already issued has also been changed.
How can I get a proforma invoice or a quotation for my organisation?
To obtain a proforma invoice, place your order and select bank transfer: it is generated automatically and sent to your account’s email address. You can also download it from My orders until the final invoice is issued; the final invoice will then be available instead. If your organisation needs a quotation with specific requirements, contact us.
My business is in another EU country. How is VAT reviewed?
Intra-EU VAT treatment is reviewed manually. Complete your billing details and contact us before ordering, providing your VAT number so we can review the transaction. Tax treatment depends on the applicable requirements: a valid VIES number does not automatically mean that every purchase is exempt from Spanish VAT.
Returns & warranty
How do I request a return or exercise my right of withdrawal?
You can use our returns form or notify us using the methods set out in our terms and conditions. Consumers generally have 14 calendar days to notify us of withdrawal, subject to the applicable exceptions. Business purchases are subject to different rules: check the relevant procedure.
Can customised or made-to-order products be returned?
Goods made to your specifications or clearly personalised may be excluded from the right of withdrawal in the circumstances set out in our terms and conditions. This does not prevent us from addressing a possible defect or lack of conformity. A standard item sourced from a supplier specifically for an order is not, by that fact alone, a personalised product.
What does the warranty cover for a DIY component?
The warranty applicable to your purchase covers defects or a lack of conformity; it does not include a service to install or configure a complete machine. Each issue needs to be assessed to distinguish a defect from damage caused after delivery. Read our warranty conditions and contact us if you notice a problem.
Products & technical support
How can I check whether a component is compatible?
Check the exact model and revision, dimensions, connectors, voltage and requirements in the product description and documentation. If you need a specific compatibility check, send us these details, including any modifications to your printer. A similar appearance, connector or name does not establish full compatibility.
Where can I find instructions, and what support is included?
Check the product page and the links to the manufacturer’s or kit documentation. If you still have a question, tell us the product reference and the specific step involved. Installation, firmware, calibration or integration of the whole printer may require a separate technical service, distinct from resolving a covered defect.
What information do you need to assess a technical issue?
Include your order number, product reference and version, printer model, symptoms and any checks already carried out. Provide photographs or links and, where relevant, wiring and configuration details, without passwords or unnecessary personal data. Keep the conversation in one thread and avoid unsafe electrical tests or changes that could make the problem worse.
Services & HTA3D
What do you need for a 3D printing quotation?
Preferably send an STL file with the quantity, dimensions, intended use and requirements for material, colour, tolerances or finish. Contact us if you have a different file format. Feasibility, cost and lead time are assessed for each project; use our 3D printing service to request a quotation.
Can you make a part from photographs or an existing part?
We can assess creating a file through our 3D modelling service. Provide photographs, measurements and the intended use: a photograph alone cannot establish exact dimensions. Modelling and manufacture are quoted with their respective scope; neither is included in the other unless expressly stated.
Do you offer repairs, technical advice or help with projects?
Yes. Before purchasing a service, describe the machine, issue or project objective through our technical service and consultancy page. We will assess feasibility, delivery method and scope; the time required and any additional costs are agreed for each case. Read About HTA3D to learn about our work and HPRO manufacturing.
Can I buy or collect an order in person?
We are an online store without a retail shop open to the public. To discuss a possible collection, contact us before placing your order with the products, quantities and date you need. If collection is possible, we will confirm the conditions and instructions for ordering and collecting. Please do not visit without confirmation: the necessary details are provided privately.
Need help with your situation?
Send us a description of your enquiry and your order number, if you have one. Keeping the conversation in one thread helps us follow it clearly.