Customer Service

Welcome to the MadeInAdd Customer Service page.

We are at your disposal to solve any problem or doubt you may have.

You can contact us via email at [email protected] or through chat. Our team of experts will respond to you as soon as possible, in order to ensure a satisfying experience.

We hope that your shopping experience with us is pleasant and rewarding. Please do not hesitate to contact us for any need. We are always at your disposal.

FAQ

Who is MadeInAdd?

MadeInAdd is a company focused on creating a digital platform that connects supply (a network of suppliers) and demand, guiding the customer through the product design process, defining the most appropriate solutions and materials, and selecting the best additive manufacturing technologies until the final validation.

The goal is to increase the employement  adoption of additive manufacturing in the Italian industrial market first, and subsequently in Europe. 

Will a printability check be performed?

Yes, printability is always verified at every stage of the process. During the design phase and before actual printing, rigorous checks are carried out to ensure that the file is suitable for the selected printing technology and that the results meet the customer's expectations.

However, in case of significant modifications to the original project, it may be necessary to update the quotation by taking into account cost variations. This is because the modifications necessary for printing the model may require the intervention of one of our designers.

The customer will be informed at all times of any changes to the quotation and the reasons why they were necessary. Printability verification always remains a priority to ensure that the final product is of high quality and meets the customer's needs. 

What are the service levels offered by MadeInAdd?

• "As-is" printing: in this case, the customer provides a ready-to-print 3D model, which will be produced without any modifications other than a design check by our team for the selected technology. 
• Redesign: the model you sent us will be modified to be optimized for the selected printing technology, typically through a reduction of material in the component that usually has a positive impact on time and costs, while respecting the functional requirements. Our design team will perform the necessary checks to ensure an optimal result.
• Transform: in this case, the customer provides a starting model or even an idea that will be transformed into a component ready for printing by our design team. This service level includes the complete design either of the product orsystems that involve the integration of multiple components into one or parts that have specific functional requirements to optimize (e.g. heat exchange, flow distribution). Our design team will take on the request, contact you to discuss the functional requirements, and propose a customized quotation, indicating costs and development timeline. 

The customer may choose the most suitable service level for their needs, but each request will be evaluated by the Madeinadd team to confirm the choice based on the characteristics of the service. The utmost attention to detail and the quality of the final product will always be guaranteed.

Payments

MadeInAdd offers various payment methods: credit card, SEPA Direct Debit and bank transfer. For more information on each payment method and instructions on how to proceed with payment, please click on the following link: click here.

How are deviations managed?

In the case of process deviations, they will be managed based on the specific circumstances. Our team will carefully examine the issue and, if necessary, propose solutions to keep the project in line with the original specifications. Please note that in some cases, the deviation of the process may cause a variation in the original quotation, depending on the scope of the required modifications. In these cases, we will provide you with an updated quotation before proceeding with any changes. In any case, our goal is to ensure that you receive a final product that meets your needs and conforms to the original specifications. 

Problems with a non-conforming piece. What should I do?

If you have a problem with a piece that does not meet the required specifications, we invite you to follow these steps:

• Contact us: send us a detailed description of the problem and attach any photos or other documents that may help us better understand the situation.
• Problem analysis: our team will carefully examine the problem and provide you with an evaluation.
• Solution: together, we will find a satisfactory solution for you.

Please contact us using email or chat channels to initiate the problem resolution process. We will be happy to help you resolve the issue in the most efficiently way.

Out of list processes - (Post-processing not in the list)

If you require any post process not listed among the available options, please indicate it in the "Notes" field during the ordering phase. We will carefully evaluate the request and verify the feasibility of carrying out the desired request  through our suppliers. Please note that the cost and duration may differ from the automatically estimated amount, and we will promptly inform you of the feasibility and any alternative options in case the requested treatmet post process is not possible. 

For specific certifications

If the production of components that meet certified quality standards is required, please indicate the reference certification in the notes and we will ensure that the selected supplier meets this requirement.

Referring to tolerances

Tolerances are specific to each material and production technology, so for more information, please refer to the specific section of the website and the technical data sheets of the materials and technologies used.

How are quality checks managed?

• What's included: 
  - For a single piece: visual inspection. 
  - For larger quantities: dimensional control via GOM sampling (the number of samples that will be examined will depend on the number of pieces produced).
• What you can add: 
  - For a single piece: you can add all the checks listed in the configuration phase, under the quality control section. 
  - For larger quantities: you can add all the checks listed in the configuration phase, under the quality control section, which will be performed on 10% of the pieces produced. In the case of sampling checks, you can indicate in the notes the sampling frequency (Note: in this case, the quotation will require an update).

I'm having issues with uploading the file

• What if I don't have the 3D model? 
  - We can create a 3D file for you. Just provide us with the specifications and information on the design you want, and our expert 3D modeling team will take care of the rest. It will be a pleasure working with you to create the 3D file that meets your needs. To request this service, please contact us using email or chat channels.
• Can I have a Non-Disclosure Agreement (NDA)? 
  - Customer uploaded files will be protected and treated with utmost confidentiality. We adopt strict security measures to ensure that files are safe during the processing and are not shared with unauthorized third parties. 
  - To ensure the security of customer files, we implement end-to-end encryption. This means that files are encrypted before being transmitted and decrypted only at the final destination. 
  - It is still possible to request an NDA. We will be happy to provide you with a customized NDA to ensure that information about your project is adequately protected. Please contact us for further details and to discuss your needs.