FAQ
Shipping Information
Do you ship to the United States?
Yes. We continue to ship to the U.S. via UPS or Fedex to ensure fast and reliable delivery.
Why are there new customs duties on my order?
As of August 29, 2025, the U.S. government has introduced new customs regulations. Our prices include customs duties for USA.
What happens if the product damaged in shipping?
We ship our products with precautions against breakage. If any product arrives broken, our store will examine the situation and send a new one to replace the broken part.
How long will delivery take?
Shipments typically delivers within 2–12 business days after dispatch, depending on your location.
Shopping Information
What will I receive when ordering from your shop?
A high-quality, detailed figure printed in 14K resolution with Anycubic resin.
You can also select a fully handpainted version of your choice! See "Painting Information" for more.
Are the printed figures pre-processed?
We carefully remove supports and sand the figure roughly before shipping. You might need to do some light sanding in additional areas.
All figures come fully UV-cured so they're safe to handle.
What is the raw material of the products?
Our products are produced using 3D printers using photopolymer resin.
Do you offer commission services?
Absolutely! We're excited to help bring your custom projects to life. We offer a comprehensive range of commission services, including:
3D Printing of Existing Models: If you already have an STL file for a figure or model you'd like to have printed, we can certainly print it for you.
We're passionate about helping you create unique and personalized pieces. Please don't hesitate to reach out to discuss your specific commission ideas!
Order & Cancellations
How do I check the status of my order?
You can see the current stage of your order in your account. Alternatively you can check it with your mail and order number
Can I cancel my pending order?
Once production is underway, you can check your order status in your account to see if your order is still eligible for cancellation.
Order Status: Queued
You can cancel your order via E-Mail and receive a full refund.
Order Status: Printing
Your order entered production. Your order can still be cancelled free of charge.
Order Status: Painting
Your order entered painting. We can no longer cancel your order at this stage.
Order Status: Sent
Your order can't be cancelled, it's been sent.
What is the shipping cost to my location?
Shipping costs are calculated automatic during checkout. If you live in the USA, Canada, the EU, or a non-EU country, it's included in the product price.
Are all taxes included in the shipping cost?
No. Any import taxes, duties, or customs fees that might be required by your country are your responsibility as the buyer.
IMPORTANT NOTE: For buyers residing in the USA only, customs duties are included in the shipping cost.
What should I do if my statue is lost or damaged during shipping?
Every shipment is sent with full tracking and insurance to safeguard both buyer and seller. Although issues like loss or damage are rare, they can occur. Please monitor your tracking details for updates. If your package arrives with visible damage or looks like it has been tampered with, be sure to take photos and document everything thoroughly. This will help ensure a smooth process for any potential insurance claim.
In case of damages we sent replacements free of charge.
Returns
Can I return my order?
Since our products are made to order, unfortunately returns are not accepted.
What if my product arrives defective or damaged?
If your item arrives defective or damaged, please contact us within 3 days of delivery with details and photographs. Where the product is confirmed defective, you are entitled to a repair or replacement, in accordance with consumer protection laws.
Painting Information
How can I order a painted statue?
In our product listings, we list our products as painted and unpainted. You can make your selection accordingly and purchase the product.
If you purchase the product unpainted, it will be delivered to you printed and primed in black or grey.
If you purchase the painted product, it will be painted according to the catalog images and delivered to you in that form.
Will my statue be assembled when it arrives?
Assembly depends on the statue's size. Smaller models generally arrive mostly put together, though sometimes small parts are packed separately for safety during shipping. You can glue these parts together using a strong adhesive.
Can I see progress pictures of other painted orders?
We sometimes share pictures of our other orders on our Instagram account.
www.instagram.com/3dherofigure/
You might catch a glimpse of your order here!
What if I am not satisfied with the final painted statue?
Please always be very clear about any special requests from the beginning. You can always message us!
We are generally willing to consider making small adjustments to the finished piece if necessary.
However, please remember that because these are custom-commissioned artworks, we cannot offer refunds once work on your project has finished.
Safety Information
What do I need to be aware of?
• Warning: This products contains small parts and is not suitable for children under 14 years old. Keep out of reach of young children. Adult supervision is required during assembly.
• Choking Hazard: Small parts can be a choking hazard. Never put figures or parts in your mouth.
• Sharp Points & Edges: Handle with care. Some figures may have points or edges. If a part breaks, discard it carefully to avoid injury from sharp edges.
• Material Information: This figure is 3D printed using Standard Photopolymer Resin. The cured resin is completely non-toxic and safe to touch. However, if you're sanding your parts, use a mask to avoid inhaling epoxy dust. Sometimes uncured resin can remain inside the product parts. In case of any contact with this, wash the contact area thoroughly with plenty of soapy water. Use gloves if necessary when handling these products.
• Assembly: Do not force parts together. If using glue, ensure it is appropriate for the materials and use in a well-ventilated area.
• Paint & Finishing: This figure is unpainted. If you choose to paint it, use non-toxic paints and sealants. However, it is not intended for chewing or ingestion.
• Care & Storage: Store figures in a cool, dry place away from direct sunlight and extreme temperatures. Avoid rough play or dropping, as this can cause breakage. Dust gently with a soft cloth.
• Disclaimer: 3DHeroFigure is not responsible for any injuries or damages caused by improper use, assembly, or handling of this product.