> Terms of Service

01 Who you are dealing with

BrokenITguy CustomWorks is a custom 3D-printing shop operated from Knoxville, Tennessee. We are the seller and merchant of record for every order placed on this site — you are buying directly from us. All references to "we," "us," or "our" mean BrokenITguy CustomWorks, and "you" means the customer. Contact: info.customworks@brokenitguy.com.

02 How ordering works

You upload a print-ready model (STL or 3MF), our Instant Quote tool measures it and shows an estimate, and you place an order. Nothing is charged at that point. We review your files, then send you an invoice — the estimate plus shipping and any sales tax — to approve and pay before anything prints.

03 Pricing and payment

The estimate on the quote page is not final; the invoice we send is the binding price. Payment is handled by PayPal — you can pay with a PayPal balance or a card through PayPal's checkout. We never see or store your card details. Prices are in US dollars. Tennessee orders include TN sales tax (currently 9.25%) on the taxable total.

04 Your files and rights

By uploading a model you confirm you own it or have the right to have it printed, and you grant us the limited right to use it only to quote, produce, and ship your order. We don't resell, publish, or reuse your files. You agree not to send anything illegal, dangerous, or that would violate another person's intellectual property or privacy; we may decline or cancel any order that appears unsafe, unlawful, or outside our capabilities. See the Privacy Policy for how your files and details are stored.

05 Previews are representations

Any 3D preview or render we show (on the site, in emails, or in your account) is a representation of your model, not a photo of the finished print. Real prints vary in color, finish, and detail depending on material, machine, and the file itself.

06 Approvals and revisions

Nothing prints until you approve your invoice and pay. If something needs changing, tell us before you approve and pay.

07 File corrections

Minor automatic repairs (for example, fixing a non-manifold mesh) may happen as part of normal print preparation. We'll contact you before any change that would affect how your print looks or functions.

08 No engineering or safety guarantee

Our prints are made to your specifications from consumer 3D-printing materials. Unless we've agreed otherwise in writing, we make no guarantee that a part is fit for a load-bearing, safety-critical, medical, or structural use. You're responsible for deciding whether a printed part is appropriate for your purpose.

09 Turnaround and delays

We typically ship within 3–5 business days after payment. Turnaround is an estimate, not a guarantee — it can run longer if we need to order filament for your job, if your file requires extra preparation work, or when the queue is deep. We'll let you know if there's a meaningful delay.

10 Shipping

We ship within the US via standard carriers for a flat shipping & handling charge shown on your invoice. Title and risk pass to you on delivery to the carrier. Tracking is provided when your order ships.

11 Made-to-order: changes, cancellations, refunds

Every order is custom, made to order. Before we print, you approve the exact materials, the exact colors, and a render of your print — and payment confirms that approval. You can change or cancel any time before you approve and pay. Once you've approved and paid, your order is locked and goes to production — it cannot be changed, cancelled, or refunded, because it's produced specifically to the spec you approved.

If a delivered print does not match the specification you approved — the wrong material or colors versus your approved quote, or a defect on our end — send us a photo and we'll reprint and reship it at no charge. Because you approve a render and the exact materials and colors up front, this is the rare exception, not the norm.

Changes you request after approving — a different color, material, or design — are a new order, not a warranty reprint.

12 Communication

We're a small solo shop. We answer as promptly as we can, usually within a business day. Order questions: reply to your confirmation email or write info.customworks@brokenitguy.com.

13 Your account

Order status, invoices, and tracking live in MY ACCOUNT. Sign-in is by a one-time emailed link — no password. You can close your account at any time (see the Privacy Policy for how, and what happens to your files).

14 Data and privacy

How we handle your information is described in our Privacy Policy. In short: we collect only what we need to fulfill your order, keep identifying details minimized and encrypted, and never handle your card data. If there is any conflict between this section and the Privacy Policy, the Privacy Policy wins.

15 Third-party services

We use PayPal (payment processing), QuickBooks (invoicing and accounting records), MailerLite (our optional email list), an email delivery provider, and shipping carriers. Each has its own terms and privacy practices; their outages or policy changes can affect our service even when our own systems are working, and we'll act reasonably to work around them. We do not use an escrow or marketplace middleman — you order directly from us.

16 Changes to these terms

We may update these terms as the business, systems, or legal requirements change; the current version always lives on this page with its effective date at the top. For significant changes affecting existing customers, we'll try to communicate updates by email or a notice on the site when practical.

17 Governing law

These terms are governed by the laws of the State of Tennessee, USA, without regard to conflict-of-laws rules. Any disputes will be handled in appropriate state or federal courts serving Knoxville, Tennessee, unless both parties agree in writing to another method (such as mediation).