Talk to a person.
There is no ticket system, no phone tree, and no chatbot. There is one email address, and the person who reads it is the person who built your unit.
We answer within two business days, usually much sooner. If you are writing about an order, include your order number — it starts with X3LC- and is in your confirmation email.
Before you write, these might be faster
- Where is my order? — Look it up with your order number and the email you paid with. It shows the current status and, for digital tiers, fresh download links.
- I lost my download links — The same lookup page reissues them. Links are tied to your order and refresh every time, so there is nothing to keep safe.
- I never got a confirmation email — Check spam first, then write to us with the email address you used. We can see the order and resend it.
- Pre-orders are closed — Join the waitlist on the kits section. Nothing to pay, and you hear first when the next batch opens.
Something arrived faulty or damaged
Email us with your order number and a photo. Every unit carries a 90-day warranty against defects in our workmanship, and a bad solder joint or a dead cell is on us to repair, replace, or refund — see the terms for what is and is not covered.
Help with a build
If you bought a kit or the files and something is not going together, write to us. Send a photo of the board and tell us what you are seeing. We would much rather talk you through it than have you give up on it.
We cannot warranty your own soldering, but we can almost always tell you what went wrong and what to do about it.
Changing or cancelling an order
Builds happen in queue order, so there is usually plenty of time to change a shell colour, add the charger electronics, correct a shipping address, or cancel outright. Ask as early as you can and we will do what we can. The terms set out the cancellation window.
Privacy requests
Write from the address you ordered with and ask for a copy of what we hold on you, a correction, or a deletion. Details are in the privacy policy.