Monoprice Tech Support/Returns

When issues come up with 3D Printers; please try Chat first linked below for the quickest response.

• Chat option is on bottom right: https://www.monoprice.com/help?pn=contact
• Don’t use tech@monoprice.com or support@monoprice.com: Not good for 3D Printers and very backed up.
• If it’s not time sensitive please use 3dprinter@monoprice.com
• Last resource, but always available is our Contact from Monoprice Darren Kelly
  • Cell (508)340-9041
  • Email: darren.kelly@monoprice.com

Process is as follows:

1. Open up chat and enter your Name, Email and Nature of Inquiry.
2. Issues that can be resolved via chat will be resolved via this method. (General troubleshooting questions)
3. If Monoprice needs to contact you with more information, or if you will be receiving tracking information on replacement parts they will follow up via email. Provide support@matterhackers email when reaching out to them so that any responses are sent to HS and anyone can access.
4. Monoprice tends to opt for a replacement if no resolution can be found. See the below general three resolutions Monoprice usually takes.

• Replacement parts: Monoprice will ship out replacement parts, or replacement printers. Tracking will be provided via email (To us or to customer?????)
• Exchange: If replacement printer is sent out, Monoprice will send the customer the return instructions. If exchange is being sent, in original order write RMA # and state that a replacement was shipped to the customer.
• Return for refund: Once a return for refund is approved, Monoprice should reach out to MH to inform us that the customer's unit is being returned to their location. 
  • Reach out to Jess so she can log the credit owed for this unit.
  • Once we get confirmation that the printer was delivered, we can issue the refund to the customer on our end.