FAQ | Mortalis Manus

❓ Frequently Asked Questions (FAQ)

🖨️ 3D Printing

Q: Can I request a custom 3D print?
Yes! We accept custom 3D print requests. Just reach out through our contact form or email us with your idea or STL file, and we’ll get back to you with a quote and timeline.

Q: What materials do you use for 3D printing?
We primarily use PLA and resin, depending on the detail and durability required. If you have a preference or specific use in mind, let us know!

Q: Can I send you a file to print?
Absolutely. We accept STL and OBJ files. If there are issues with the file, we’ll let you know before proceeding.

🎨 Commission Painting

Q: How does the commission process work?
Once you contact us with your idea, we’ll discuss the scope, timeline, and pricing. After confirmation, we’ll send you updates throughout the painting process and a final approval photo before shipping.

Q: Can I provide my own model for painting?
Yes! You can ship your model to us. Just note you’ll be responsible for the cost of shipping both ways.

Q: How long do painting commissions take?
Turnaround time depends on complexity and queue. Most commissions take 2–4 weeks. We’ll give you a more accurate estimate when we review your request.

🚚 Shipping

Q: Do you ship internationally?
Yes, we currently ship within the UK, the U.S., and select international locations. Shipping costs are calculated at checkout.

Q: How long will it take to receive my order?
Processing time varies:

Ready-to-ship items: 2–5 business days
Custom prints: 5–10 business days
Commissions: 2–4 weeks
Shipping time depends on your location and selected shipping method.

Q: Will I get tracking information?
Yes! You’ll receive a tracking number once your order has been shipped.

🛠️ Orders & Policies

Q: Can I cancel or change my order?
If we haven’t started production or painting, yes. Please contact us as soon as possible. Once work has begun, cancellations may not be possible.

Q: What if my item arrives damaged or is lost in transit?
Please contact us within 7 days of delivery. We’ll work with you to resolve the issue—this may include a replacement or refund depending on the situation.

Q: Do you accept returns?
Returns are accepted on non-custom, ready-to-ship items within 14 days of delivery. Custom prints and commission pieces are non-refundable unless they arrive damaged.

💬 Still have questions?