An order goes on hold when we find a problem with a part that needs your decision before we print it. Production on those parts is paused until you answer. You decide everything on one page, from the link in our email.
1. Open the hold email
The email is titled Order [number] is on hold — we need your input. It goes to the email address you ordered with and to anyone copied on the order. Press Review & decide.
Can't find it? Check your spam folder and ask anyone copied on the order. Your account shows the order as On hold, but the decision page only opens from the email link. If you can't find it, call +1-888-355-1570 and we'll send it again.
2. Decide each part
For each held part, the page shows what we found, such as Too thin to print, Details too small or Size or units look wrong. You'll also see photos, a 3D view, and our suggestion. Under How would you like to proceed?, choose one of the options we offered for that part:
Send a fixed file: upload a revised file. We re-check it and show the new price right away.
Print it anyway — at my risk: you sign a one-page waiver. The part prints exactly as sent, without our quality guarantee, and can't be refunded. See What is "At Risk"?
Extend the deadline: your ship date moves to the date shown.
Print as separate pieces: we print the bodies as individual parts.
Cancel this part: we refund the units we haven't started. This happens as soon as you press it, so only press it if you're sure. The refund goes back to your card.
Talk to us: ask a question first. We reply by email. Nothing runs until you choose an option.
3. Review and confirm
When every part is decided, press Review & confirm →.
- Confirm it's you. We email you a 6-digit code so your name is on the approval.
- Sign the waiver, if you chose to print any part at your risk. One waiver covers all of them.
- Settle any difference. If your fixes cost more, pay on the page. If they cost less, choose a refund to your card or Makelab credit with a 10% bonus. Paying by PO or invoice? Call +1-888-355-1570 and we'll approve it with you.
- Press Confirm & finish.
What happens next
Production restarts on your parts. If you chose a new deadline, that's your ship date. Otherwise the held parts ship later by about as many business days as they were on hold. Your other parts keep their dates.
Rather talk it through? Call +1-888-355-1570.