Terms of Service

Terms of Service

This website is operated by Innova 3D, LLC, d/b/a enderextender.com, d/b/a tevoextender.com, d/b/a Ender XL Builders Club. Throughout the site, the terms “we”, “us” and “our” refer to Innova 3D.. Innova 3D offers this website, including all information, tools, and services available from this site to you, the user, conditioned upon your acceptance of all terms, conditions, policies and notices stated here.

By using our website, purchasing products, and/or downloading files from us you are agreeing to these Terms of Service. Any current and future products, information, or files added to the site will be bound by these terms.

A breach or violation of any of the below terms may result in immediate termination of your Services and/or Warranties.

SECTION 1 – GENERAL TERMS

• You agree that you are over the age of 18 and you will not use any information and/or products to violate any laws.
• You agree not to send us any malicious files through our email and/or web upload services.
• We reserve the right to refuse service to anyone for any reason at any time.
• You are responsible for making sure your order is correct and complete. If you are unsure of what will work with our machine you can use our Facebook group Ender XL Builders Club, Facebook page Ender Extender or Contact Us for any pre-sales questions.
• Prices for our products are subject to change without notice.
• We do not retroactively apply the discount and/or sale prices to existing orders.
• Discount codes for Out Of Warranty Replacements are only for the same product, do not apply to similar products, and are limited to that specific product availability.
• We shall not be liable to you or to any third-party for any modification, price change, suspension or discontinuance of the Service.
• If you have an issue and/or failure of a product do not remove it from the machine before taking pictures clearly showing all connections to the product. These pictures must be sent to support so we can determine if it was a product failure or improper installation. Failure to do this may result in warranty denial.
• Failure to know how to properly operate your computer, 3D Printer, and/or any software for your computer and/or 3D printer does not mean a product is defective. Before purchasing any products you should know the basics of operating a computer and 3D Printer. If you have any questions before or after purchasing you can contact our support.

SECTION 2 – ACCURACY, COMPLETENESS, AND TIMELINESS OF INFORMATION

We are not responsible if information made available on this site is not accurate, complete or current. Any reliance on the material on this site is at your own risk. We reserve the right to modify the contents of this site at any time, but we have no obligation to update any information on our site. You agree that it is your responsibility to monitor changes to our site. 

SECTION 3 – PRODUCTS OR SERVICES 

Certain products or services may be available exclusively online through the website. These products or services may have limited quantities and are subject to return or exchange only according to our Return/Shipping Policy (Section 4).

We have made every effort to display as accurately as possible the colors and images of our products that appear at the store. We cannot guarantee that your computer monitor’s display of any color will be accurate.

We reserve the right but are not obligated, to limit the sales of our products or Services to any person, geographic region or jurisdiction. We may exercise this right on a case-by-case basis. We reserve the right to limit the quantities of any products or services that we offer. All descriptions of products or product pricing are subject to change at any time without notice, at the sole discretion of us. We reserve the right to discontinue any product at any time. Any offer for any product or service made on this site is void where prohibited.

We do not warrant that the quality of any products, services, information, or other material purchased or obtained by you will meet your expectations, or that any errors in the service/product will be corrected. 

SECTION 4 – RETURN/SHIPPING POLICY

Before any Return Authorization (RMA) will be issued troubleshooting must be done, most issues are machine issues and not the product. You can open a support ticket by emailing support@enderextender.com

Some items are not eligible for a return (example: bed sheets, magnetic sheets, filament, bootloader kits) once opened/installed, please check the product page warranty section for applicable product terms (if any). Defective items with these terms are still able to be exchanged/replaced if there is a defect with the product.

New Returns – You can return products that are new within 30 days of receipt, shipping is non-refundable and buyer is responsible for return shipping. Refunds will only be issued after we receive the product back from the customer. A 5% restocking/processing fee will apply to all returns to cover time and payment processing fees associated with returns.

Used Returns – Used within 30 days of receipt Non-defective returns are subject to a 15% restocking/processing fee, shipping is non-refundable and buyer is responsible for return shipping. Refunds will only be issued after we receive the product back from the customer.

Bundled Item Returns – If you return part of a bundle the difference between the discounted bundle price and the full price will be deducted from the refund of the part that is being returned for a refund.

Return Shipping – Buyer is responsible for return shipping on non-defective returns.

Returns Sent without RMA – If a return is sent without prior authorization through the a $20 processing charge will be automatically deducted from your return. You must contact us before sending a package back to get a return setup before sending product back.

Processing Time on Returns – Most replacements are processed within 2 business days but can take up to 5 business days in some cases. Refunds will only be issued after we receive the product back from the customer.

Incorrect Address – Buyer is responsible for ensuring their address is complete and correct. If a package is returned to us for any reason you will have 2 options – a refund minus the shipping we paid on the 1st shipment or re-shipping it at the buyers expense.

Shipping Loss/Damage/Theft – We will not bear the cost or be held responsible for replacing lost, stolen, or damaged packages. If a loss or damage occurs to the package we will ship out a replacement or issue a refund (buyer’s choice) once we receive approval of the insurance claim. 

Delivery Times – We will not provide refunds on shipping charges if a package does not make it there in a certain amount of time, shipping times are estimates, not guarantees.

Missing Items – If you are missing an item from your order you must contact us within 7 days of delivery through our support desk immediately and provide pictures of the box, packing materials, and all items received. All orders are recorded under HD camera so we can verify if something was packed or not.

Free Addons – If a free add-on (like printed sensor mounts) are not requested with a note on the order at checkout it is not guaranteed to be included with the order. If you still want the free add-on you will be responsible for shipping on that item.

Import Fees – The buyer is responsible for any customs fees, import duties, or any other fees charged to them by their country.

Shipping Forwarders – We do not ship to addresses that are known shipping forwarders.

Right of Refusal – We reserve the right to refuse a return for any reason. Refusal to troubleshoot is the #1 reason we would deny a return.

SECTION 5 – ORDER CANCELLATION/CHANGES

In the event that you need to cancel or change an order please email us at support@enderextender.com or use the Contact Us link and if we have not begun processing and/or shipped the order we will try to cancel/change it. Please note that due to fees incurred from Payment processors and staff time required to cancel an order a 5% cancellation fee will apply to any order cancellations.

 

Order cancellation or changes are not guaranteed, but we will make a best effort.  

SECTION 6 – STANDARD WARRANTY

Most of our products (warranty length is stated on each product page) are backed by a 90-day warranty and we will usually ask for the defective part back for inspection, you are responsible for ALL return shipping charges if the item is not dead/defective on arrival.

 

If you have an issue and/or failure of a product do not remove it from the machine before taking pictures clearly showing all connections to the product. These pictures must be sent to support when you contact us so we can determine if it was a product failure or improper installation. Failure to provide detailed pictures may result in warranty denial because without these we cannot determine cause of failure in most cases.  

 

The warranty period starts on the day your package shows delivered on it’s tracking and is in effect for the length as stated on the product page.

 

International Warranty Shipping:

Since international shipping is expensive depending on the item we may not ask for the product back from customers outside the US due to the high shipping costs that would be required and will work out something on a per case basis. A replacement or refund will be issued for the defective part depending on part and/or shipping costs.

 

Dead on Arrival (DOA):

All items in our store are guaranteed not dead/defective on arrival and are tested/inspected before shipping. You must notify us within 30 days of receiving the item if it is DOA.

 

Warranty Replacements:

Warranty replacements will either be refurbished like-new products, b-stock, or new depending on stock at the time of warranty replacement processing. The remaining warranty/support coverage will carry over to the replacement.

 

Processing Time on Warranty Replacements:

Ticket number AND Order number must be in the box with the product(s) and you must have a RMA. Failure to include this information will delay the processing of your replacement. Most replacements are processed within 2 business days but can take up to 5 business days in some cases.

 

Partial Refunds:

We do not issue partial refunds on products that fail within the warranty period.

 

Non-Defective Parts:

In the event that a product is received and is not actually defective the buyer will be responsible for the shipping costs to ship the working item back to them, if we paid for the label to ship the item to us the buyer is responsible for the charges incurred to ship the product to us. If shipping to return the working item to the buyer is not paid within 30 days of us notifying them of the status of the warranty return then the product will be property of Innova 3D, LLC.

 

Other Products:

Used, Refurbished, Clearance, “B-Stock”, or “Tim’s Closet” Products are sold as-is with no warranty, no support, and all sales are final (no returns).

SECTION 7 – SCOPE OF INCLUDED SUPPORT LEVELS

Community Support

Support on Community Support products is mostly limited to the communities below. If you have an issue that requires repair/replacement/warranty service you can contact our regular support by emailing support@enderextender.com

 

• Facebook: https://www.facebook.com/groups/Ender3XLBuildersClub/

The communities are a great source for help with your printer. However, Innova 3D is NOT liable for any advice given in the communities should damage to your machine, products, property, and/or person arise.

 

Standard Support

 

We provide email support for customers with issues related to the product itself and features listed on the product page. You are welcome to use our products any way you see fit but if it is outside of the application listed on the product page then that is not supported. Support is on the product itself. PC/Machine/Network issues are the customers’ responsibility to resolve.

 

Standard support is included for the duration of the warranty listed on the product page, typically this is 90 days, and a valid order number must be provided to be eligible for support.

SECTION 8 – PRE-ORDERS/BACKORDERS

Pre-orders/backorders are subject to the same refund, cancellation, support, warranty policies as normal products as defined in Sections 4, 5, and 6.

Pre-order/backorders dates are NOT a guarantee but our best estimate. We will communicate all delays as soon as we receive them on a pre-order product so you know what the status and new ETA is.

SECTION 9 – FRAUDULENT CHARGE-BACKS

In the event that you intentionally open a charge-back as fraud when you have received the product we reserve the right to legally pursue any and all action against you. We will also file a report with eBuyersReviewed and provide all the information we have for the order. We may also share this information with other companies in the industry and alert them to the fraud taking place.

We will first contact you to verify if the charge-back was an accident or not using the contact information that we have on file. This includes phone, email, and physical mailing address. If you are on social media we will attempt to contact you on there as well before moving to the next steps of taking legal action. We will attempt contact for 2 weeks from the date that the charge-back is opened before moving to legal action.

You will be responsible for any and all legal fees, company time spent (billed at $100/hr), and other costs incurred from this process in the event that it is decided in our favor.

What do we use to establish evidence?

• We use IP address logging at the time an order is placed.
• Any email headers of mail you sent to any enderextender.com email address. These contain IP address to link the sender to the order.
• Our payment processors also log IP address at checkout in addition to our own website.
• We will search for evidence of possession of the products from any and all social media accounts that you use should you use them.
• We use tracking information from the order shipment and signatures if applicable.

Reporting the Fraud

• The fraud will be reported to your credit card company
• This may result in your account(s) being closed
• This will impact your credit rating
• The fraud will be reported to our local law enforcement
• The fraud will be reported to your local law enforcement

SECTION 10 – ACCURACY OF BILLING AND ACCOUNT INFORMATION 

We reserve the right to refuse any order you place with us. We may, in our sole discretion, limit or cancel quantities purchased per person, per household or per order. These restrictions may include orders placed by or under the same customer account, the same credit card, and/or orders that use the same billing and/or shipping address. In the event that we make a change to or cancel an order, we may attempt to notify you by contacting the e-mail and/or billing address/phone number provided at the time the order was made. We reserve the right to limit or prohibit orders that, in our sole judgment, appear to be placed by dealers, resellers or distributors.

You agree to provide current, complete and accurate purchase and account information for all purchases made at our store. You agree to promptly update your account and other information, including your email address and credit card numbers and expiration dates, so that we can complete your transactions and contact you as needed.

For more detail, please review our Returns Policy (Section 4). 

SECTION 11 – THIRD-PARTY LINKS

Certain content, products and services available via our Service may include materials from third-parties.

Third-party links on this site may direct you to third-party websites that are not affiliated with us. We are not responsible for examining or evaluating the content or accuracy and we do not warrant and will not have any liability or responsibility for any third-party materials or websites, or for any other materials, products, or services of third-parties. Some third party links may be affiliate links that provide us with a small financial compensation when purchased through that link but does not affect the price you pay.

We are not liable for any harm or damages related to the purchase or use of goods, services, resources, content, or any other transactions made in connection with any third-party websites. Please review carefully the third-party’s policies and practices and make sure you understand them before you engage in any transaction. Complaints, claims, concerns, or questions regarding third-party products should be directed to the third-party. 

 

 

SECTION 12 – USER COMMENTS, FEEDBACK AND OTHER SUBMISSIONS

If, at our request, you send certain specific submissions (for example contest entries) or without a request from us you send creative ideas, suggestions, proposals, plans, or other materials, whether online, by email, by postal mail, or otherwise (collectively, ‘comments’), you agree that we may, at any time, without restriction, edit, copy, publish, distribute, translate and otherwise use in any medium any comments that you forward to us. We are and shall be under no obligation (1) to maintain any comments in confidence; (2) to pay compensation for any comments; or (3) to respond to any comments.

SECTION 13 – PERSONAL INFORMATION

Your submission of personal information through the store is governed by our Privacy Policy. 

SECTION 14 – ERRORS, INACCURACIES, AND OMISSIONS

Occasionally there may be information on our site or in the Service that contains typographical errors, inaccuracies or omissions that may relate to product descriptions, pricing, promotions, offers, product shipping charges, transit times and availability. We reserve the right to correct any errors, inaccuracies or omissions, and to change or update information or cancel orders if any information in the Service or on any related website is inaccurate at any time without prior notice (including after you have submitted your order).

SECTION 15 – DISCLAIMER OF WARRANTIES; LIMITATION OF LIABILITY

We do not guarantee, represent or warrant that your use of our service will be uninterrupted, timely, secure or error-free.

We do not warrant that the results that may be obtained from the use of the service will be accurate or reliable.

You agree that from time to time we may remove the service for indefinite periods of time or cancel the service at any time, without notice to you.

You expressly agree that your use of, or inability to use, the service is at your sole risk. The service and all products and services delivered to you through the service are (except as expressly stated by us) provided ‘as is’ and ‘as available’ for your use, without any representations, warranties or conditions of any kind, either express or implied, including all implied warranties or conditions of merchant-ability, merchantable quality, fitness for a particular purpose, durability, title, and non-infringement.

In no case shall Innova 3D, LLC, our directors, officers, employees, affiliates, agents, contractors, interns, suppliers, service providers or licencors be liable for any injury, loss, claim, or any direct, indirect, incidental, punitive, special, or consequential damages of any kind, including, without limitation lost profits, lost revenue, lost savings, loss of data, replacement costs, or any similar damages, whether based in contract, tort (including negligence), strict liability or otherwise, arising from your use of any of the service or any products procured using the service, or for any other claim related in any way to your use of the service or any product, including, but not limited to, any errors or omissions in any content, or any loss or damage of any kind incurred as a result of the use of the service or any content (or product) posted, transmitted, or otherwise made available via the service, even if advised of their possibility. Because some states or jurisdictions do not allow the exclusion or the limitation of liability for consequential or incidental damages, in such states or jurisdictions, our liability shall be limited to the maximum extent permitted by law. 

SECTION 16 – INDEMNIFICATION

You agree to indemnify, defend and hold harmless Innova 3D, LLC and our parent, subsidiaries, affiliates, partners, officers, directors, agents, contractors, licencors, service providers, subcontractors, suppliers, interns and employees, harmless from any claim or demand, including reasonable attorneys’ fees, made by any third-party due to or arising out of your breach of these Terms of Service or the documents they incorporate by reference or your violation of any law or the rights of a third-party. 

SECTION 17 – SEVERABILITY

In the event that any provision of these Terms of Service is determined to be unlawful, void or unenforceable, such provision shall nonetheless be enforceable to the fullest extent permitted by applicable law, and the unenforceable portion shall be deemed to be severed from these Terms of Service, such determination shall not affect the validity and enforce-ability of any other remaining provisions. 

SECTION 18 – TERMINATION

The obligations and liabilities of the parties incurred prior to the termination date shall survive the termination of this agreement for all purposes.

These Terms of Service are effective unless and until terminated by either you or us. You may terminate these Terms of Service at any time by notifying us that you no longer wish to use our Services, or when you cease using our site.

If in our sole judgment you fail, or we suspect that you have failed, to comply with any term or provision of these Terms of Service, we also may terminate this agreement at any time without notice and you will remain liable for all amounts due up to and including the date of termination; and/or accordingly may deny you access to our Services (or any part thereof). 

SECTION 19 – ENTIRE AGREEMENT

The failure of us to exercise or enforce any right or provision of these Terms of Service shall not constitute a waiver of such right or provision.

These Terms of Service and any policies or operating rules posted by us on this site or in respect to The Service constitutes the entire agreement and understanding between you and us and govern your use of the Service, superseding any prior or contemporaneous agreements, communications and proposals, whether oral or written, between you and us (including, but not limited to, any prior versions of the Terms of Service).

Any ambiguities in the interpretation of these Terms of Service shall not be construed against the drafting party.

SECTION 20 – CHANGES TO TERMS OF SERVICE

You can review the most current version of the Terms of Service at any time at this page.

We reserve the right, at our sole discretion, to update, change or replace any part of these Terms of Service by posting updates and changes to our website. It is your responsibility to check our website periodically for changes. Your continued use of or access to our website or the Service following the posting of any changes to these Terms of Service constitutes acceptance of those changes.