3 · Returns & Repairs

Bambu Lab returns — how the process runs

We run Bambu Lab mail-in returns and repairs in-house. Tickets look like US + 12 digits (example: US261014313002).

1. The portal ticket page is the source of truth. Serial #, address, issue, weight and dims come from the live ticket on bambulab.com — email notifications are only a copy with limited info. For any question about a ticket, read the portal page first; never answer from a sheet or from memory.
2. Inbound return labels are ours to issue (EasyPost, return labels) — routed to the warehouse closest to the customer, not the cheapest. Every label gets reported with its cost. Never UPS.
3. Monitoring means existing tickets too — new posts on In Progress tickets are work orders. If the lab posts “repair complete,” that starts the ship-back process; don't wait for Bambu to chase us.
4. Ship-back (repaired unit → customer) is ALWAYS FedEx. Label saved as a 4×6 PNG named BBL {model} {serial#} {tracking#} in the Archived folder.
5. Write the tracking back to the portal ticket every time: post “Your repaired {model} is on its way back — {carrier} tracking {tracking#}.” and attach the label file.
6. Routine status updates get posted (“unit received”, “diagnosis confirmed”, “waiting on parts”) — factual updates don't need approval. Anything with a decision, money, or new information → escalate first.
7. Portal replies are signed - Torque.

Elegoo returns — the standard every return is judged by

Elegoo return authorizations go out under the Elegoo Asset Protection & Return Operations Team. We are a third-party service/return operation — never sign customer messages as “Elegoo Official.” Returns are inspected on arrival (3–5 business days), and condition decides fees:

What customers are told — and what you check at intake

• Repair tickets: bare unit only. Accessories, build plates and cables only if explicitly requested.
• Standard returns: everything original — all parts, cables, build plates, accessories. Missing items = deduction.
• Glass & sensitive parts must be padded (thick foam / bubble wrap). Transit damage from bad packing = repair deductions.
• Resin printers must arrive fully cleaned and drained — no uncured wet resin.
• Use the factory box with full padding. No packing peanuts. Oversized boxes can draw carrier surcharges that come out of the refund.
• Assessments are logged with photo + video evidence of the arrival condition.

Restocking fee table

Your intake job: photograph everything as it arrives, note missing/damaged items the same day, and keep the serial number tied to the ticket. Fees are decided from your evidence.

Elegoo OrangeStorm Giga returns — the pallet standard

The Giga is freight, not parcel. The process has a strict order — packing confirmation comes before any freight is booked:

1. Contact the customer first (text on the 702 line + email) and confirm they can pack to the standard below. Send the “how to palletize Elegoo OrangeStorm Giga” guide. Break long texts into 2–3 short messages — one long message can fail to deliver.
2. The packing standard:
   • Giga mounted vertically / upright — never laying flat
   • On a standard 48×40 pallet, 65 in total height (48x40x65)
   • Strapping/wrap secure, and the customer sends photos of the packed pallet back to us
   • Every message carries the assessment warning: improper packing, vandalism, or missing parts are charged back per the fee table above
3. Only after confirmation + photos: freight is quoted (several sources, chart format) to the closest warehouse and booked only on a go-ahead.
4. Keep the ticket row updated in the ELEGOO RTN sheet: status, booking/pickup dates, carrier, PRO/tracking, and BOL all get written back to the same row as it moves.
5. Save the customer contact under their real name with the return reference noted (“RTN Giga”) — never a bare phone number.
6. Pickup coordination stays in one main thread (text or email) — but the appointment notice goes out on both channels so it isn't missed.

Note: Elegoo also issues its own FedEx SmartPost return labels to some buyers, addressed to our Las Vegas warehouse. Those are Elegoo's labels, not ours — when those packages arrive, just receive and process them normally.

Defect & warranty logging

1. Trace the order to the tech: find the shipping-label file in the tech's “Done by …” folder — the label ties the order number to whoever prepped it.
2. Save the conversation screenshot to the “Warranty (done)” folder, named RTN <tech> <label filename> (keep the screenshot's real file type). Example: RTN Josh S16k_GU (7025551234) EB 19-15188-73635 1ZX3214A0393932689.jpg
3. The 30-day rule: warranty/goodwill parts are only free inside the 30-day coverage window from purchase. Outside 30 days, the buyer pays for parts. Never promise free parts before the window is checked.
4. A robot toy that went out in a box by accident is a gift — the customer keeps it. Never ask for it back.

Our repair service — the basics customers hear

• Elegoo resin + filament printers — drop off at either warehouse, or mail in. Intake starts with the Repair Service Intake form on greatdealsnv.com.
• $75 service fee to start, $120 max total. Every repair ends with a full test print and a 30-day same-issue warranty.
• Not worth fixing: if the repair would cost more than $120 or more than 50% of the unit's resale value — and we don't take printers worth under $200.
• Pickup window: customers pick up within 5 business days of the ready notice; after that, storage is $20/week minimum, then $3/day. Pickup notices always state the exact deadline and the exact storage charge — never a vague “a fee may apply.”
• Sign Bambu portal replies - Torque; repair customers are addressed by name.

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