Frequently Asked Questions and Answers

Filament Refillers

Question: Is there a limit to how many times a single cartridge can be refilled and reused?
Answer: You can refill a single cartridge as many times as you’d like on the Fortus and Dimension printers. The same is true on the uPrint with one caveat, if you let the chip run out (read 0%), it will go into read only mode and can no longer be refilled, so you need to take extra precaution to make sure you never run uPrint chips down to 0%.

Question: Can I change filament types on a chip?
Answer: For Dimension and Fortus printers, you can change material/support types, and even change a model chip to support and vice versa. On the uPrint, you cannot change material type and can only refill the existing material as it is.

Question: Why can’t I refill a uPrint chip once it reaches 0%?
Answer: The uPrint series utilizes a unique EEPROM chip distinct from Dimension or Fortus systems. These chips are engineered to permanently lock once they reach a zero balance; however, they can be refilled and reused indefinitely as long as the material level is replenished before the chip officially runs empty.

High Capacity Plus EEPROMs

Question: How much filament can I print with a single high capacity chip?
Answer: Our pre-programmed Fortus Plus chips are designed for high-volume production, allowing you to print up to 10kg of filament per chip in any configuration (10 1kg rolls, 5 2kg rolls, etc).

Question: Do I need to modify the canisters to run these chips?
Answer: Typically no, as long as the spool you are using physically fits and is able to rotate freely inside the canister. For larger spools you may have to mount the spool outside of the printer to feed it properly.

Question: How do I know when I the 10kg limit is near the end?
Answer: Your printer’s interface will track the material usage exactly as it does with an OEM chip. It will display the remaining volume based on the 10kg starting point, giving you plenty of notice before a replacement is needed.

Fortus Material License Unlocking

Question: How exactly is a material license unlock performed?
Answer: Our license upgrades follow the exact same process as the OEM, ensuring a seamless and official integration. We provide a custom license code that you simply upload to your Fortus Classic machine via Control Center. The entire remote process is quick and efficient, typically taking only about 10 minutes to complete.

Question: What is the benefit between a “full” vs an “individual” license unlock?
Answer: An individual license unlock is cheaper and gives access to a specific material (like PC or Nylon 12), while a “Full” unlock is a little more costly but opens up the entire library of supported materials for your specific hardware configuration (e.g., all materials available for a 360mc or 400mc).

Question: Is this license upgrade permanent or does it expire?
Answer: The license upgrades are permanent (but can be undone if the customer chooses so). Once the license is uploaded and activated, it remains on the printer even through power cycles and firmware updates, just like an official factory-installed license.

Question: Does this license upgrade process work on the newer Fortus “Plus” machines?
Answer: For Plus models, we are currently working an upgrade path that is currently in beta. Feel free to contact us if you’re interested in learning more.

Shipping, Support & Warranty

Question: Do you ship internationally?
Answer: Yes, we provide worldwide shipping to support additive manufacturing labs across the globe. Whether you are in Europe, Latin America, or Asia, we can deliver our chips and refiller products to your facility. Please note that international shipping rates and delivery times vary by region, and customers are responsible for any local customs duties or import taxes.

Question: What carriers do you use for shipping?
Answer: We typically utilize a variety of major global carriers to ensure your order is tracked and delivered securely. If you have a preferred carrier or a corporate shipping account you’d like us to use, please contact us at [email protected] before placing your order.

Question: How long does shipping take?
Answer: Since many of our units are made-to-order and undergo testing before dispatch, please allow a few days for processing. Once shipped domestic transit times typically range from 2-5 business days, while International transit times can take anywhere from 10 to 15 business days, depending on the destination and customs clearance speeds.

Question: What kind of technical support do you offer if a refiller, chip, or license upgrade isn’t working?
Answer: We offer full technical support via email or phone. Since we use these tools in our own operations, we can usually troubleshoot issues quickly, whether they are related to chip seating, firmware versions, or machine errors.

Question: What is your return policy or product guarantee?
Answer: We stand behind our products. If a chip or refiller is defective or fails to communicate with your machine upon arrival, we will provide a replacement or a full refund.