Frequently Asked Questions

Answers about European scanning, custom CAD design, 3D printing, shipping, payment, returns & B2B partnership


Answers about European scanning, custom CAD design, 3D printing, shipping, payment, returns & B2B partnership

1. On-Site Mobile 3D Vehicle Scanning

Q1: Which European countries do you offer mobile scanning service?

A: Our mobile scanning team covers over 15 EU countries including Germany, France, the Netherlands, Belgium, Austria, Switzerland, Poland, Spain, Italy, Czech Republic and more. Contact support@mastrauto3d.com to confirm service availability for your region.

Q2: What vehicles can you scan?

A: We scan all passenger cars, performance sports cars, supercars, classic vintage vehicles, and modified daily drivers. Partial panel scans (spoiler, front lip, wheel arches, side skirts) and full-body complete scans are both available.

Q3: How long does a scanning appointment take?

A: Partial panel scanning takes 30–60 minutes; full-body high-precision scanning takes 1.5–3 hours depending on vehicle size and surrounding environment.

Q4: Can I cancel my scheduled scan booking?

A: Full 100% refund for cancellations made 72 hours before your appointment. Late cancellation (less than 72hrs notice) or no-show will incur a 50% service fee to cover travel and labour costs.

Q5: Will I receive the raw scan data after measurement?

A: Yes. Editable raw 3D scan files will be delivered to your email cloud link once scanning service is fully completed and paid.

2. Custom CAD Aero Design & STL File Products

Q1: What custom design services do you provide?

A: We offer 3 tiers of design: minor styling tweaks (front lips, small spoilers, extended wheel arches), full widebody / track race aero kits, and discontinued classic OEM part replication. We also sell ready-to-print universal STL files for popular car models online.

Q2: Do you offer workshop annual membership for unlimited STL file access?

A: Yes. Our B2B annual membership grants full unlimited access to our entire STL design library, locking long-term preferential pricing for tuning garages.

Q3: Can you edit or repair my self-provided STL files?

A: We provide file optimisation, structural repair and fitment adjustment services charged on an hourly basis. Send your file to support@mastrauto3d.com for a custom quote.

Q4: Can I cancel my CAD design order before file delivery?

A: Full refund if cancellation happens before initial sketch work starts. If draft design files are already sent to you, only 60% of the design fee will be refunded, with 40% retained for completed design labour.

Q5: How fast will I receive digital STL or scan files?

A: All digital files are delivered via cloud download link within 48 hours after full payment confirmation, no physical shipping required.

3. 3D Printing Production & Material Options

Q1: What is the total turnaround time for printed physical parts?

A: Standard full delivery cycle is 7–12 business days total: 2–3 business days factory printing production + 5–9 business days air freight door-to-door transit from China to Europe. Expedited rush printing service is available for urgent orders with an extra surcharge.

Q2: What materials are available for automotive exterior parts?

A:
  1. PLA: For display-only prototype samples, not suitable for long-term outdoor installation
  2. Weatherproof PETG / ASA: Standard daily-use exterior parts, UV resistant for road vehicles
  3. Carbon fiber filled composite: High-strength track & racing components with enhanced structural rigidity

Q3: Can I add post-processing finishing to my printed parts?

A: Yes, optional add-ons include sanding, seam filling and primer coating for smoother paint-ready surfaces. All post-processing work is customised and non-refundable once finished.

Q4: Can I use my own STL files for printing only?

A: Absolutely. We accept customer self-supplied design files for printing-only orders. Please note we take no liability for fitment defects caused by errors in your original STL model.

Q5: Can I cancel my print order after payment?

A: Full refund of printing & shipping fees if cancelled before production begins. Once printing has started, full refunds are unavailable; partial store credit may be offered based on production progress.

4. Shipping, Customs & Delivery Tracking

Q1: Which European regions do you ship finished printed parts to?

A: Door-to-door air delivery covers all EU member states, United Kingdom, Switzerland and Norway.

Q2: Are shipping fees included in my quote?

A: Shipping cost is calculated separately based on part volume, weight and destination country, clearly listed on your custom quote before order confirmation with no hidden fees. Consolidated bulk shipping discounts apply for B2B tuning shop wholesale orders.

Q3: Who is responsible for import VAT and local customs duties?

A: Our shipping package includes standard EU customs clearance processing. Import VAT and local import duties are the sole responsibility of the recipient according to your national customs regulations.

Q4: How can I track my printed parts shipment?

A: Once goods depart our Chinese manufacturing facility, a unique tracking number will be sent to your registered email for real-time transit monitoring until delivery.

Q5: What if my package arrives damaged, lost or delayed?

A: Contact support@mastrauto3d.com within 48 hours of expected delivery date, providing your order number, tracking ID and clear photos of damaged packaging or broken components. We will arrange free reprint reshipment or proportional monetary compensation accordingly.

5. Returns, Refunds & Quality Warranty Rules

Q1: Are custom printed parts eligible for free returns or refunds?

A: All aero kits are custom-manufactured to your unique vehicle and design requirements, standard mass-market return policies do not apply. Refund / free reprint service is only available under specific qualified defective scenarios:
  1. Critical fitment errors caused by our scanning or design team’s mistakes
  2. Severe factory printing defects confirmed with photo evidence within 24 hours of receipt
  3. Component breakage due to insufficient transit packaging damage

Q2: What situations are NOT eligible for refunds or reprints?

  • You simply change your mind after receiving finished custom parts
  • Minor natural layer texture marks inherent to 3D printing manufacturing
  • Damage caused by improper installation, road collisions, impacts or post-delivery vehicle modification
  • Deformation from improper storage in high-temperature uncooled environments after delivery (heat warping is not classified as a manufacturing defect)
  • All digital scan data, STL files and membership library downloads
  • Orders printed using customer self-provided STL design files

Q3: What remedy options do you get for qualified defective parts?

A: Two solutions for eligible faulty goods:
  1. Complimentary full reprint plus free expedited reshipping
  2. Partial monetary refund calculated based on the damaged component value

    We do not accept physical returns of large bulky aero kits back to China due to extremely high international return shipping costs.

Q4: How quickly must I inspect my goods after delivery?

A: Complete full inspection and submit defect evidence within 24 hours after receiving your package. Failure to notify us within this window will be deemed acceptance of undamaged goods.

Q5: Are post-processed finished parts eligible for aesthetic refunds?

A: Sanding, primer coating and surface refinement are bespoke custom finishing services. No refunds will be approved solely for personal aesthetic dissatisfaction once post-processing work is completed.

6. Payment, VAT & Business Compliance

Q1: Do you provide official EU VAT invoices?

A: Yes. We hold a valid French EU VAT ID: FR72944245356. Full formal VAT invoices will be issued to your email after full payment completion for tax declaration purposes.

Q2: What payment methods are accepted?

A: Bank wire transfer, credit card payment and PayPal are supported for private retail customers and B2B wholesale clients. Contact our team for bulk-order payment term agreements.

Q3: What is your registered business information?

Trade Name: MastrAuto3D

Phone: +852 5474 7658

Support Email: support@mastrauto3d.com

Physical Address: Flat/RM 404A, 4/F, Beverley Commercial Centre, 87-105 Chatham Road South, Tsim Sha Tsui, Kowloon, Hong Kong SAR

EU VAT Number: FR72944245356

Q4: What is EORI number and do I need it for import clearance?

A: EORI is the unique customs trade ID for EU import & export declarations. Your French VAT number FR72944245356 can be activated as your EORI number for air freight clearance into the EU. Packaging law registration numbers and EPR environmental compliance IDs cannot be used as EORI for customs declarations.

Q5: Is your packaging law registration valid for Germany?

A: We hold a valid German LUCID packaging registration number DE4544777137677 for waste packaging compliance, fully compliant for selling goods within the German market. We also provide cross-EU EPR environmental compliance representation via our EU authorised representative with registration ID EU00175375333026.

7. B2B Tuning Shop & Car Club Partnership

Q1: What benefits does the B2B partner programme offer?

A: Exclusive wholesale discounted pricing for scanning, design and printing services, monthly retainer scanning packages, exclusive regional licensing of our widebody design kits, and co-branded limited-edition aero kit collaboration opportunities.

Q2: Can I sign a long-term recurring bulk print order contract?

A: Yes, custom recurring supply contracts are available for professional tuning garages, race teams and car clubs with stable monthly order volumes. Reach our support team to negotiate tailored long-term terms.

Q3: Can I get exclusive regional rights to your custom design kits?

A: We offer exclusive territory licensing for our pre-developed STL aero kits to selected B2B partners, preventing other local shops in your region from purchasing the same design files. Contact us to submit your partnership application.

Q4: How to apply for the B2B partner programme?

A: Fill out the "Request A Quote" form on our website and select "B2B Partnership" under service type, or send a direct enquiry email to support@mastrauto3d.com with your garage business details.

8. Support & Response Time

Q1: How long will I wait for a reply after sending an email enquiry?

A: Our support team responds to all quote, scanning, design, shipping and aftersales enquiries within 2 working days via support@mastrauto3d.com.

Q2: What information do I need to provide for an accurate custom quote?

A: Vehicle make & model, service type (scan / design / printing), required parts, material preference, delivery country, project timeline and estimated budget. The more detailed your description, the faster we deliver a precise quotation.

Q3: How do I submit formal complaints about service or product quality?

A: Send a detailed complaint email with order number, photos and full description to support@mastrauto3d.com. Depending on your residence region, you also hold the right to lodge a formal complaint with your local EU data protection authority or consumer protection board.