Our service policy
We make every effort to provide the most efficient and fastest service for producing small parts and series in 3D printing. We understand that order handling, along with the delivery of the products to the business or to the customer’s home, is part of a high quality and advanced customer service. That’s why we’re updating our order and delivery policy here and providing shipping order options in addition to the option to self-collect from our branch.
In each case, when placing an order on the site, the customer undertakes and agrees to the commercial terms and conditions for orders with Impact Innovation Laboratories Ltd. (“the Company”). However, the policy provisions on this page supplement the terms of the link and even prevail over the above commercial terms.
Self-collection from our office (7 Hapelech Street, Tel Aviv) is possible at no cost Sunday to Thursday from 9am to 6pm.
Order handling policy
In order to achieve perfect expectations coordination with our customers, we introduce the order handling policy in our automated system:
- The Company will not be liable for any overdue or delays in supply or non-supply caused by events beyond its control or as a result of supreme power.
- All orders are processed, manufactured and shipped on business days (Sunday to Thursday, excluding holidays, and sabbaticals). Orders received on Friday or Saturday will only be processed on the following Sunday.
- Orders received by 12:00 will be considered the first business day. Orders received after 12:00 will be considered the day after the first day of business.
Shipping Policy
Compared to the production times listed on the order and on the website (under our full control), the actual delivery times are not under our control since they are carried out by third parties such as logistics and shipping companies and / or by Israel Post.
We do everything we can to send the orders at the earliest possible time. If there seems to be any delay, we promise to try to contact you by phone / email and let you choose between partial execution of the order and its adjustment to the immediately available options.
In addition, in case a customer has an arrangement with a freight forwarding / messenger company on his behalf, we allow the messenger or freight company to our offices and the freight will be at the customer’s expense and responsibility.
We have compiled for you here the shipping times, shipping costs and limits of each of the delivery options which are in the Company’s arrangement:
| Shipping method | Company | Delivery time (from collection time ) | Shipping method suitable for: | Shipping Price (NIS before VAT) |
|---|---|---|---|---|
| Express from now to now | GETT Delivery | Up to 3 hours | Gush Dan Area only | 110 |
| Fast '24 Hours' | Israel Post Office | Up to 24 hours | All Israel | 155 |
| Shipping to Business | "Im Shahar" deliveries | Up to 3 business days | Industrial zones only (without kibbutzim and city centers) | 55 |
| regular delivery | Israel Post Office | Up to 10 business days | All Israel | 65 |
In order to make perfect expectations coordination with our customers, we present our official shipping policy:
- In accordance with this company policy, it will be emphasized that delivery times are not controlled by the company. In the event of any disruptions in the delivery of the product through one of the shipping companies, the customer declares that he will have no claim against the company.
- In the event of a failure of the shipping company and the product / package lost, the company will re-order and send it to the customer using the same shipping method for which it was paid. If the customer wishes to change the shipping method he has paid for the more expensive method, the customer will bear the extra costs.
- When the order is required to be shipped by the customer, the shipment will be made to a delivery address delivered by the customer in the order status in the delivery address.
- Please note: In order to optimize shipping to you, when purchasing on the site we recommend that you choose shipping to the address where you are most of your day – at work, home or any other address of your choice.
- When a product is ready for shipment and collected by one of the shipping companies, an email will be sent to the customer informing that the product has been collected from our office and is on the way to them.
- In the event that the product is sent back to the company’s address due to incorrect information entered by the customer or due to non-collection of the mail from the customer, the customer cannot cancel or demand his money back.
- In this case, he will be able to pay extra for the shipping cost and the order will be re-shipped.
- Delivery of products by the shipping companies is in Israel only and is subject to reasonable accessibility (infrastructure, security restrictions and so on).
- In some cases, at the discretion of the shipping company, the products will be made available to the customer for collection at a nearby and acceptable location, which will be coordinated and agreed with the customer in advance.
Return and Cancellation Policy
In order to perfectly match expectations with our customers, we present our official return policy:
- Since all parts manufactured in our company are custom-made and on demand, it will not be possible to request a refund or cancellation. In accordance with the provisions of the Consumer Protection Law (1981), customer orders and products manufactured by Impact Innovation Laboratories Ltd., pursuant to section 4c (d) (3), are goods manufactured specifically to the customer’s order Therefore, the Company will not allow return and cancellation policies in accordance with the provisions of this Law.
- In case the customer has placed an order and now the requirements have changed (for example, due to changes in files or parts), the customer will call the company’s customer service at +972-079-5551444 and will also send an e-mail with the amended files to the email address Make@ImpactLabs.tech specifying the order number and the changes made. In this case, if there is no change in the price of the order and the order has not yet entered into production, at the Company’s discretion, the Company may accept the customer’s requirements. If there is a change in the price of the order and the customer agrees to this change, the initial order will be canceled and an updated second order will be issued which will incur an extra charge. For the avoidance of doubt, the Company is under no obligation to credit the Customer in the event that the Customer requests a file or part update or any order update after it has been executed and approved.
- Although, in the case of defects in parts or products that exceed the deviations listed in the table below, the Company will return the transaction and, at its discretion and in consultation with the customer, re-manufacture the product or monetize the customer.
- Customers should check the product immediately upon receive. A customer who wishes to request a return or cancel a transaction due to a defect in the product, will do so within 2 business days of receiving the product, by contacting the company by email to Make@ImpactLabs.tech with the order number.
Customer Service
We do our best to make our service as automated and efficient as possible, enabling a leaner and more efficient business structure, which allows us to lower service and manufacturing prices for our customers. Therefore, we prioritize automatic orders on systems on our website or inquiries in the mailbox.
- In case there is any questions or inquiries about the product, you can contact us by email at Make@ImpactLabs.tech, we answer the same work day.
- In special and urgent cases, you can call our office at +972-079-5551444.
About the service policy
We fully believe in customer transparency and fair and responsible work and adhere to the company’s code of ethics.
- Date of Service Policy Update – 24.7.2019
- Policy Writer: Idan Keiser, VP
