FAQ

Payment

What are the accepted payment methods?

Our website utilizes three payment gateways: Paypal, Stripe, and Amazon Pay.

Paypal allows you to send funds from your Paypal balance, credit cards, and various other sources. You can also “pay as a guest” without a Paypal account. Payments are made through Paypal’s website and return you to Catalyst Direct Supply.

With Stripe, you can use your credit card directly through our website. You don’t have to leave during checkout. For future purchases, you can save your payment information for faster checkout.

 

Amazon Pay is a fast and convenient option for Amazon shoppers. Click the ‘amazon pay’ button at the cart or during checkout. A separate window will require authentication (if not already authenticated). Your default shipping address and payment information is used from your account without leaving our website.

How do I apply my coupon or promo code number to my order?

You may enter any code at the cart page or during checkout. Enter your code in the “coupon code” field and click “apply”. The cart information will be updated with the new price. (image shown below)

Is my private and personal information kept safe?

Your information will never be given or sold to other parties. Website traffic is encrypted with 256-bit SSL and insured up to $10,000 for each checkout.

To guarantee your information’s safety, make sure the URL has “HTTPS” instead of “HTTP”. (image shown below)

You can view our full Privacy Policy.

Shipping

Why is my shipping price so high for 1kg?

Shipping a 1kg spool of filament, with it’s dimensional capacity, has a floor price of approx $6.50 across all shipping carriers(USPS, UPS, FedEx). Shipping 1 KG through only FedEx Ground and UPS Ground shipping costs us nearly $10 average across the USA. This is why we utilize flat rate USPS for 1KG orders ($6.50).

Although we can ship 1KG at a competitive price (including shipping) of $16.50-$17.50, you could always get a better deal in multiple quantities.

Example:

1KG Total Shipping = $6.50 (USPS Flat Rate)

2KG Total Shipping = approx. $12.00

3KG Total Shipping = approx. $13.00

5KG Total Shipping = approx. $14.00-15.00

7KG (or greater) Total Shipping = FREE – $0.00

 

Purchasing greater quantities will provide cheaper shipping rates. It is ideal to order 7-8 rolls and benefit from free shipping.

Please understand we have very discounted shipping rates across all channels (20-78% off).

When will my order be shipped?

Any and all orders placed before 5PM EST will picked up by our carrier/s the same day. All orders placed after 5PM EST will be picked up the following morning. During weekends, we will drop your package off at our available carrier/s. However, the actual shipment may not begin until the next business day.

What are the options for shipping?

We currently use FedEX and UPS for common carrier shipping options. During checkout, the shipping options for both carriers (including prices) will be displayed.

For 1KG (one spool) of filament, we offer USPS ‘Padded Flat Rate Envelope’ option. This comes at the affordable and discounted rate of $6.50 and is likely the most economical option for this size of purchases.

**Carts containing 2 spools (or more) will not have this option available during checkout**

For ‘Free Shipping’ orders, we will choose the ground shipping option for either carrier.

How can I track my orders and payments?

You will receive a tracking number immediately after our system prints your label. An email confirmation will be sent containing the tracking number. You can also find the tracking number when you login to your account and click “My Orders”. You can view the shipment status from the “My Orders” section, or by google searching the tracking number.

Order and tracking status updates are also sent via SMS if you input your mobile number during checkout or account creation.

What are the details on your FREE SHIPPING offer?

Free shipping for orders over $70.00 is provided across the 48 continental states of USA. Shipping to Alaska and Hawaii are not covered under this offer.

Pre-orders are eligible for free shipping on orders over $100.00 across the 48 continental states of USA. Shipping to Alaska and Hawaii are not covered under this offer.

Orders covered by this offer and shipped via Ground Delivery from either one of our carriers. We will select the appropriate carrier that offers the most efficient delivery time and price.

Do you offer international shipping (outside USA)?

Yes!

However, contact us prior to placing your order. We must first verify availability, location, and various other information to supply an accurate shipping quote. We work very hard to offer the most discounted rates.

 

We consider our rates very competitive, but bear in mind, international shipment costs are higher than our domestic options.

 

Feel free to ask us any questions related to this topic via our livechat or e-mail.

Returns and Cancellation

What is your return policy?

Customers have 14 days from the date of delivery to initiate returns. Returns are valid for any reason and refunds will be assessed accordingly.

**1KG filament spool must not be be opened (or unsealed) to receive a full refund**

Can I cancel my order?

You can cancel your order at anytime. If you cancel before we ship your  order, your refund will be assessed immediately. Cancelling, after we ship the order, will require the return of that shipment before we can assess your refund.

My package arrived damaged, has missing items, etc.

Please contact us immediately to have this situation remedied.

Contact

How can I contact you?

You can contact us via live chat and phone on business days (10-5PM EST,M-F).

You can also send us an email.

Chat with us, we are online!

Live Chat: Click the message bubble in the bottom right corner.(Shown Above)

Phone: 855-999-1849

E-mail: webmaster@catalyst-ds.com

Where are you based?

We are located in Cleveland, OH. All shipments to us should be directed to our storage address:

CATALYST DIRECT SUPPLY LLC

12600 BEREA ROAD #3001

CLEVELAND, OH 44111

How do I register for an account on your website?

Visitors may only register an account upon a successful checkout. This allows us to verify authenticity of the account and prevent spam.

Filament

Are there any recommended 3D printers for Catalyst DS filament?

Our filament is universally compatible (like most) for 3D printers with a 1.75mm extruder. If you have any further questions, contact us.

Will you offer more options for filament materials and colors?

Other

Where are your expressed terms and conditions?

How can I stay updated with Catalyst DS announcements, promotions, and deals?

Like our Facebook page to stay updated with these details.

Register your account during checkout and confirm acceptance of our newsletters and promotions.

Visitors may only register an account upon a successful checkout.

Can I participate in the Catalyst Direct Supply affiliate program?

Yes! We have an affiliate system established. For more details, please contact us.

We’re currently not accepting any affiliate offers until further notice.

Can I buy orders in bulk at discounted prices?

Yes! The minimum amount for bulk discounts is 20 rolls of filament. Contact us for more details.

How do I stop Text Messages (SMS) on order/tracking updates from being sent?

Reply to with the message STOP (no quotes).