Policies in plain language.

01 / Contact

Support before and after purchase

Use the Optim contact form for support. Optim replies to the email submitted with the request. For an order issue, include the email used at Stripe checkout and a short description, but never send full card details.

02 / Custom work

Request, quote, and revisions

Submitting a request is free and does not create a purchase obligation. Optim sends a written quote that identifies scope, deliverables, timeline, license, price, and assumptions. Unless the quote says otherwise, it is valid for 14 days.

A base custom-design quote includes a print-ready STL and two minor revision rounds. New requirements, major geometry changes, editable CAD or STEP files, commercial rights, specialty finishing, and rush work may be quoted separately.

Customer-supplied measurements and approvals are relied on. Changes after a model or print has been approved may require a new quote.

03 / Payments

Stripe, deposits, and taxes

Optim uses Stripe-hosted checkout and does not directly receive or store full card numbers. Projects under $100 and print-only jobs are normally paid in full before work begins. Projects of $100 or more normally require a 50% deposit, with the balance due before final files are released or a physical item ships.

Deposits are applied to the total and become non-refundable once design work begins or materials are ordered. Applicable tax and shipping are shown in the checkout or written quote before payment.

04 / Digital files

Delivery, licenses, and corrections

During the initial store release, Optim manually sends digital files to the email used at Stripe checkout, normally within one business day after payment is verified. The listing names the included files. A checkout success page alone is not treated as proof of payment.

Digital files are licensed, not sold outright. Unless a listing or quote explicitly says otherwise, STL files are for the buyer’s personal, non-commercial printing only. Redistribution, public sharing, resale of the files, or selling physical prints is not allowed without written permission.

Digital purchases are normally final after delivery. If a file is corrupt, missing, or materially different from the listed contents, contact Optim within 14 days so a corrected file, replacement, or appropriate refund can be reviewed.

05 / Physical items

Production, shipping, and returns

Made-to-order material, color, configuration, production timing, and shipping are shown in the listing or confirmed in the fulfillment email. Current public printed-product prices include U.S. shipping unless checkout explicitly states otherwise. Delivery dates are estimates until the carrier accepts the package. Tracking is provided when available.

Report an item that arrives damaged, incorrect, or materially defective with photos within 7 days of delivery. Customized and made-to-order items are not normally returnable for preference changes, but Optim will review production mistakes for replacement, repair, or refund. Normal layer lines, seams, and small cosmetic variations are part of FDM printing unless they prevent the promised use.

Prototype, load-bearing, heat-exposed, child-accessible, outdoor, food-contact, electrical, automotive, medical, or other higher-risk uses require explicit written review. A product is not load-rated or approved for a special environment unless its listing clearly says so.

06 / Privacy & uploads

Information submitted to Optim

Optim stores contact information, project descriptions, and uploaded files needed to review and fulfill a request, maintain business records, prevent misuse, and answer support questions. Files are not intended for public display. Do not upload passwords, payment details, government identifiers, medical records, or other unnecessary sensitive information.

Stripe processes payment data under its own privacy terms. Optim does not sell request data. To ask about access, correction, or deletion of submitted information, use the support contact above. Some records may be retained where needed for payments, taxes, disputes, security, or legal obligations.

07 / Acceptable work

Rights, safety, and refusal

You must own or have permission to use every file, logo, image, character, design, and measurement you submit. Optim may refuse work involving weapons, deception, infringement, dangerous replicas, or unreviewed safety-critical and regulated applications.

Optim may pause a project when the intended use, measurements, rights, or safety requirements are unclear. Limits shown in a listing or written quote are part of the agreement.