About the order
Why does online payment fail?
There may be a few reasons: the card has no funds available, the card is expired, the card does not allow internet purchases etc.
Solutions: Call your issuing bank they can tell you why the card is declining; try a different credit card or contact our customer support team email@example.com, they would be happy to
How to use coupon code?
You can apply coupons for your order at checkout. Once you've entered your coupon code, click 'apply' and the discount will automatically adjust your order total. Please note that if you do not click 'apply' before continue checkout, your order total will not reflect a coupon discount.
Why doesn't the coupon code work?
Coupons cannot be combined, and you can only use one coupon code per order. Please make sure that you enter the coupon code , with no space before, within, or after it. To avoid errors, we recommend you to copy/paste the promotional code you received.
Do you ship overseas?
Yes, we ship all over the world. Shipping costs will apply, and will be added at checkout. We run discounts and promotions all year, so stay tuned for exclusive deals.
How long will it take to get my orders?
It depends on where you are. Orders processed here will take 5-7 business days to arrive. Overseas deliveries can take anywhere from 7-16 days. Delivery details will be provided in your confirmation email.
How to check logistic information?
You can check the logistics information through this link: https://www.17track.net/en. If the logistics track has not been updated after 7 days, please contact us at firstname.lastname@example.org. If within 7 days, please wait patiently.
Why did only part of the order arrive?
We might have divided your order into several packages. Perhaps slow trucking causes the speed to be out of sync. Please contact us email@example.com for logistic tracking.
I received an email about the shipment being delivered, but nothing arrived. What should I do?
It is recommended that first check the surrounding environment again for parcels.and Please contact us firstname.lastname@example.org
I need technical support. What should I do?
If you meet some failure regards printer during printing and question about the printer, please contact with our after-sales service department : email@example.com
Why there are some holes in the whale3 series printing platform?
The holes on the platform are to increase resin fluidity and reduce printing failure caused by poor resin fluidity.
Why is there no "Whale3 SE" option in the slicing software like Tango/Chitubox?
The recommended parameters in the slicing software (Tango/Chitubox/Novamaker) of Whale3 series (Whale3 SE/Whale3 pro/Whale3 Super/ Whale3 Ultra) are universal.
The Whale3 series printer can select “Whale3 Pro” in the Slicing Software to use, and the Layer Height we recommend is 0.04mm.
There is an error in the size of the printed model.
Reason: This situation is because the matching degree of the printer and the resin is different from the light intensity of each printer itself.
Solution: It is recommended to test the best exposure time of the printer by yourself.
Test method: Model 5 small squares (5mm) and cylinders (10mm) for testing, and place them in the middle and 4 corners of the platform respectively. The exposure time is the time recommended by the resin manufacturer, and the layer thickness is 0.05mm. Print once and measure the print. When the measured value size is too large, the exposure time should be reduced (for example, the measured value is 5.12mm, the exposure time should be reduced by 1 second), when the measured value size is too small, the exposure time should be increased (for example, the measured value is 4.84mm, should be increased 1 second exposure time), repeatedly change the exposure parameter—print—measure, and adjust it to within the range of model error that the machine can reach. At this time, it is the best exposure time corresponding to the machine.
The printed model has warping, holes, and parts that are not consistent with the model.
1. The problem of warpage: most of it is because the platform is not level, you can correct the platform according to the official website leveling video;
2. Hole problem: Hole perpendicular to the platform. This kind of hole is caused by liquid leakage on the screen, see 2K screen QA for details.
3. Some parts are inconsistent with the model: This situation is likely to be caused by the failure of the support. It is recommended to check whether the support of the model is in place.
After printing, there is no model on the printing platform.
There are two possibilities for this situation: 1. The screen is not bright; 2. The gap between the platform and the LCD screen is too large.
Inspection method: Check if there are signs of curing in the trough. It is the second possibility that there is solidification, and vice versa is the first possibility.
1. Try to reinstall the screen several times (be sure to confirm that the screen is in place). If the screen does not light up after multiple installations, the screen may be damaged. Please purchase the screen.
2. Watch the leveling video on the official website to adjust the zero position.
There is noise when printing.
First determine where the sound is. If it is the sound from the rail, it should be normal.
How to set up resin parameter settings?
You can check the resin parameters here: Click here 。Please note：The recommending parameters was testing on NOVA3D printer! Please change the parameters if you are using printers that didn't come from NOVA3D.
If it is a technical problem, please contact our technical department firstname.lastname@example.org, we will be happy to help you.