FAQ

Frequently Asked Questions

Have a question about our products, shipping, or shop policies? You’ve come to the right place! If you don’t see your question answered below, feel free to reach out to us directly through our Contact Us page.

1. Products & Manufacturing

How are your products made?

All of our physical items are custom-designed and manufactured using precision 3D printing (additive manufacturing). Multi-part models and complex architectural designs are post-processed, fitted, and joined by hand using specialized adhesives to ensure a clean, durable final assembly.

What materials do you use, and how should I care for them?

We primarily use high-quality, eco-friendly thermoplastics:

  • PLA (Polylactic Acid): Used for most of our decorative models, lithophanes, and nightlights. PLA is an eco-friendly, bio-based plastic derived from renewable resources like cornstarch. Heat Care Note: PLA has a lower heat tolerance than standard plastics. Do not expose PLA items to extreme heat, such as leaving them inside a hot car, on a dashboard, or in direct, high-heat sunlight, as temperatures over 130°F (55°C) can cause warping or deformation.

  • PETG (Polyethylene Terephthalate Glycol): Used for items requiring extra durability, impact resistance, or higher temperature tolerance. PETG is a tough, long-lasting, and recyclable material that holds up better to warmer environmental conditions.

Why are there subtle texture lines or minor variations on my item?

Because 3D printing creates objects layer by layer, minor surface textures, print lines, or small seam variations are a natural characteristic of the additive manufacturing process. These are not defects; they are a mark of custom, small-batch production that gives each piece its unique finish.

Will the hardware accessories (like nightlight bases) look identical to the pictures?

Our product photos accurately showcase the design style, scale, and overall function. However, integrated hardware components—such as nightlight bases, lighting modules, or power accessories—may occasionally vary slightly in brand, appearance, or features (e.g., color-changing capabilities or updated base shapes) depending on supplier availability.

2. Custom Orders & Licensing

Do you accept custom design or custom model requests?

In general, we do not accept custom order requests or outside design commissions unless a specific product page explicitly states that customization is available for that item (such as personalized text or specific options). If a listing offers custom options, detailed instructions will be provided directly on that product page.

Are your model designs original?

We offer a mix of original designs created in-house and select assets adapted under open-source licenses, such as Creative Commons Attribution (CC BY). When third-party assets are used, proper attribution and license links are explicitly provided on the product page. Under standard Creative Commons terms, all open-source rights acquired for these items remain valid and irrevocable.

3. Shipping, Bulk Orders & Local Pickup

How long will it take to receive my order?

Because our items are custom-manufactured upon order placement, fulfillment times include a short production window before shipping. Once your order is packaged and dispatched, you will receive a confirmation email with tracking details.

Do large or bulk orders take extra time, and can they be returned?

Yes. Orders totaling $200 or more are classified as bulk orders and require dedicated machine setup, material commitment, and extended production runtime.

  • Orders $200 – $499.99: Subject to a 50% restocking fee upon cancellation or return once manufacturing has begun.

  • Orders $500+: Strictly final sale and non-returnable once production has begun.

  • Sample Recommendation: We highly recommend ordering a single-item sample first to verify colors, sizing, and finish before placing a large or bulk order.

Do you offer free or discounted shipping?

We offer free shipping on qualifying orders! Current free shipping thresholds and rates are calculated automatically and displayed in your cart and at checkout.

What are your standard business hours?

Our general business hours are Monday through Friday, 8:00 AM to 5:00 PM. We are typically closed on weekends and major federal holidays, and we often close early on the eves of major holidays.

Are local pickups available anytime during business hours?

No. While our standard office hours are 8:00 AM to 5:00 PM on weekdays, local pickups are not available at any time without prior coordination. Because our workshop operates on active manufacturing schedules, you must wait for your “Ready for Pickup” email confirmation and arrange a specific pickup time with us before coming.

How long do I have to pick up my order?

Local pickup orders must be collected within 3 weeks (21 days) of receiving your “Ready for Pickup” notification. If you need extra time due to unforeseen circumstances, please reach out to us as soon as possible so we can hold your items safely. Orders left uncollected past 3 weeks without prior communication may be subject to a storage fee or returned to inventory.

Pickup Location Note:

Our studio is located in the East Midvale area. For security and privacy, the exact workshop street address is provided on your order confirmation and pickup coordination emails once your order is ready.

4. Returns & Order Issues

What is your return policy?

We want you to be completely satisfied with your purchase. We offer a 14-day return window for eligible items from the date of delivery. Returned items must be in their original condition. Please review our full Refund & Return Policy for complete steps on starting a return.

What should I do if my package arrives damaged?

  • Damaged in Transit (Carrier Damage): If your package arrives crushed, torn, or visibly damaged by the shipping carrier, please take clear photos of both the damaged outer shipping box and the damaged product within 48 hours of delivery and email them to support@lineuponlinestudios.com. Because carrier insurance claims require proof of box damage, these photos are required so we can submit an official claim to the shipping provider and process your replacement or store credit.

  • Manufacturing or Packaging Errors: If the shipping box is completely undamaged, but the item inside arrived broken or defective due to a crafting or packaging oversight, please contact us within 7 days of delivery with photos of the item so we can immediately make it right.

Still have questions?

We’re here to help! Visit our Contact Us page or email us directly at support@lineuponlinestudios.com.