At Xometry, we are committed to delivering products that meet the unique requirements of your project. We understand that any issues with your order can have a significant impact, and we are here to ensure you stay on track. If the parts you receive do not meet your expectations, we want the opportunity to make it right. Familiarize yourself with Xometry’s return policy here before submitting your claim.
Submitting a Claim or RMA
To begin the process, follow these simple steps:
- Go to the Order Summary Page
Navigate to the order summary page for the specific parts in question. - Select “Report an Issue”
For any shipped line item, you will see the option to “Report an Issue.” Click this button to get started. See Figure 1 below for an example.
Figure 1: Selecting "Report an Issue" for Shipped Line Items
- Complete the guided workflow
Follow the on-screen instructions to provide the necessary details:- Report the quantity. Specify the quantity of parts you are submitting a claim for.
- Describe the issue. Provide additional details regarding the issue for the affected parts.
- Upload supporting evidence. Attach photos or documents that highlight the non-conformance. This step helps ensure a timely review.
Figure 2: Providing Details About the Issue
- Submit Your Claim
Once all required information is provided, submit the claim. You can then return to your dashboard to monitor the status of your request. - We're On It!
You will receive a confirmation email to let you know we received your claim. A Xometry returns and Claims Specialist will contact you within 24-48 hours, though typically sooner.
* Learn more about Xometry's Return Policy here.
FAQ
What should I include in my issue report?
Put simply - as much information as you can provide, to help us get a full understanding of the issue. Provide a complete issue breakdown by quantity so that we have the best idea of what happened with your parts. Inspection documentation, photos, and test results all serve as valuable evidence in expediting the RMA process, and can help us identify the root cause. Additionally, if there are any timelines or budgetary constraints we should be aware of with your project, please let us know so we can do our best to get your project back on track.
I was able to rework the parts myself. Do I have to return the parts in order for Xometry to review my claim?
No! We want to make sure you are satisfied with the parts you received. If you are able to rework the parts yourself, that is perfectly acceptable. However, we encourage you to report the issue to us regardless, so we can understand what occurred and take meaningful steps to make up for the inconvenience. And as with a standard RMA request, we'd greatly appreciate any inspection documentation, photos and/or test result you're able to send, to allow us to properly evaluate and document the occurrence both internally and with our facility, for improved quality control.
