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Zortrax Factory Service

Profound3D is an official Zortrax US Service Facility. We support your Zortrax Warranty and Non-Warranty 3D Printers

Starting September 1, 2020, Profound3D is officially a Zortrax US Service Center. Below are the details on our Warranty & Non-Warranty Service for Zortrax equipment.

Contact:

You can reach our Zortrax Support Center by emailing us or calling 866-899-8233. Please include the following in your warranty email, or have the info ready when you call in. 

  • Zortrax Model Name/Number
  • Serial Number
  • Date of Purchase
  • Customers Name, Complete Address, and complete contact information (cell, email, etc.)
  • State the preferred method of contact:  Phone or Email
  • Advise if you have the original Zortrax box and packing
  • If an Error Code is on the LCD display, please provide the error code # and if your customer can provide a jpg of the LCD we would appreciate receiving it.
  • Zcode/zcodex file if the problem is print related.
  • Provide a brief yet detailed description of the problem/issue

Warranty Services Policies:

  • All customers will be required to provide a product serial number and proof of purchase for their Zortrax equipment before service efforts commence.
  • All service is depot-warranty only. Profound3D does not offer on-site service.
  • All depot-warranty service will be completed in 14 days.
  • All warranty service parts will be shipped in a 72 hour window.
  • Printers sent in for service must be in a Zortrax original box. Warranty and non-warranty service charges do not include box replacement. Profound3D will not ship a 3D printer back to a customer insufficient packaging, and charges for replacement packaging will be incurred by the customer. Customers would responsible for all costs involved with replacing packaging and any LTL trucking fees if secure pallet shipping is required.
  • Please contact us if you need guidance/instructions on packaging your return.
  • Warranty coverage does not include inbound shipping to Profound3D, but does include return shipping to the customer. Shipping service on outbound is UPS Ground. Customers who require expedited return shipping would be responsible for any fee's beyond the ground rate.
  • All service work is subject to the terms and conditions of Zortrax's warranty policy.

Non-Warranty Services Policies:

  • All customers will be required to provide a product serial number and proof of purchase for their Zortrax equipment before service efforts commence.
  • All service is depot-warranty only. Profound3D does not offer on-site service.
  • Non-warranty work will be billed at $90 per hour, with a 1 hour minimum. All non-warranty work includes a diagnostic system test.
  • Printers sent in for service must be in a Zortrax original box. Warranty and non-warranty service charges do not include box replacement. Profound3D will not ship a 3D printer back to a customer insufficient packaging, and charges for replacement packaging will be incurred by the customer. 
  • Please contact us if you need guidance/instructions on packaging your return.
  • Non-warranty coverage does not include inbound shipping to Profound3D or shipping to the customer.
  • All non-warranty parts are priced based on Zortrax's spare parts price list.

Return to Depot Center Instructions:

  1. If you are shipping your printer back to us at your expense, please be sure you ship to:

    Media Supply, Inc. 208 Philips Road, Exton, PA 19341 Attn: Zortrax Support

  2. The return of Zortrax printers to the Profound3D will only be accepted if the units are packaged in original Zortrax packaging (box and inserts) and or approved packaging provided by Profound3D. Your return must include an ZMA (Zortrax Material Authorization) number clearly mark on the box. Shipments will be refused if received in any other packaging or without a visible ZMA # on the box.

  3. If Profound is handling the shipment you will receive either a UPS shipping label by email or a UPS Call Tag tracking #.

    ➢ UPS Label: Print and tape to the top of the printer box
    ➢ UPS CALL TAG: The UPS driver will bring the shipping label. UPS will make up to three attempts to pick up your printer.

  4. It is very important that your Zortrax printer is packed properly per the provided Zortrax packaging guidelines. The following page contains links to those instructions and packing guidelines. Please be sure to review and pack your printer as instructed. Printers received that are not packed properly may be subject to additional repairs at your cost. Printers will be inspected for possible shipment damage and or may be returned as is if improperly packed.

Required Packaging Instructions by Zortrax Model Number:

 M200 PLUS