How to start a support query
Use the enquiry form on our contact page and include your order number, the product type, the size or spool weight, and a short note on what you need help with. If the issue relates to a cut sheet, mention the finished size, whether film was left on, and if any edge deburring or hole marking was requested. That gives us the detail we need to check the job properly.
Most queries are handled by the same team that manages the order flow, so the person checking your case can also confirm what was packed, labelled and handed over. For collection orders from Epping, Bellville, Parow, Claremont, Somerset West or Paarl, we can usually match the item quickly from the job notes.
Before you open a parcel or collect from Epping
Check the outer packaging before you sign off or start unpacking. If there is visible damage, take a few clear photos of the carton or wrap first, then open it carefully and compare the contents with the label. This helps us sort out any courier issue without delay.
- Keep the packing slip, label and offcuts until you are happy with the order.
- Do not remove protective film from sheet surfaces until you have checked the size and finish.
- For large sheets, lift with two people to avoid bending or scratching the edges.
- If the parcel was exposed to rain or humidity, dry it indoors before storage or use.
In Cape Town coastal air can leave moisture on packaging, especially in winter. A quick inspection on arrival saves time later.
Advice for storing sheets and filament in South African conditions
PETG handles day to day use well, but storage still matters. Keep sheets flat on a clean surface, away from direct sun and heat sources. For filament, store spools in a dry container or sealed bag after opening, especially in humid areas like the coast. If your workshop runs with load-shedding, keep material away from dusty floors and generator exhaust too.
- Store sheets indoors, not against raw brick walls or in open vehicles.
- Keep filament sealed when not in use to reduce moisture uptake.
- Avoid leaving material in hot back windows or closed bakkies for long periods.
- Label partial stock by size, colour and date received so it is easy to track later.
If a sheet has been cut to size, leave it supported on a level surface. A leaning stack can bow over time, particularly with larger panels.
Practical usage help for fabrication and prototyping
If you are using PETG for prototyping, signage, guards or display parts, we can help with basic handling and finishing advice. The right approach depends on sheet thickness, part size and whether the material needs to be cut, drilled or printed. We can also advise on common issues such as warping, scuffing or visible stress around drilled holes.
For workshop use, keep the cut line clean and support the material close to the cut. When drilling or marking holes, work slowly and avoid forcing the bit. Small mistakes on a first pass can be corrected, but the material should not be overheated or pushed too hard.
- Use clean tools and avoid dirty cutting tables that scratch the surface.
- Test fit one piece before starting a larger batch.
- Allow printed parts to cool fully before handling them.
- If finish matters, ask whether film should stay on during fabrication.
What to do if something looks wrong with your order
If the size, finish or quantity does not look right, send us the details through the enquiry form as soon as possible. Include photos of the label, the item laid out flat and any visible issue. If the order was a batch cut job, note whether the problem is with one piece or the full batch so we can check the production notes correctly.
We treat practical issues one step at a time: confirm the spec, check the cut record, then decide what needs to happen next. That may mean a replacement, a correction or guidance on how to use the item as supplied. The aim is to resolve it without unnecessary back and forth.
Ongoing support for repeat orders and regular users
Many customers come back for the same sizes, same sheet thickness or the same filament type. If you order often, keep your preferred dimensions, finish and packing notes together so repeat jobs go through faster. Our team can also help you plan stock for smaller workshops, schools, design studios and production teams that need steady supply.
The support side does not stop once the parcel leaves Epping. If you need help with a later order, a storage question or a usage concern on a job in progress, use the contact form and we will take it from there. Clear notes help us move quickly, and it keeps the process practical for everyone.
