I love this question. Yes, we are a small company and take customer service very seriously! We have many ways you can get answers to your questions, and help with the products you purchase from us.

Our Customer Service Live has a great deal of information and when customers use this resource, it helps everyone with the same issue. So, we encourage the use this resource.

Our telephone number is at the top of every page. If you can't find the information on the website or Customer Service Live, use this number to get the help you need.



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Customer Service is important to me. Is there support for customers?

When we receive an email pertaining to shipped product issues, they are forwarded to our shipping department. If you do not receive a response, for any reason, please contact us again by email, and/or give us a call at 281-815-7701

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Hi, I received a laser tube last week, and it was brokken in the packet. I tried to write to customer service but no answer so far. How do you handle this? The packet was not dammaged in any way. I was only able to see it was broken when it was complete unpacked.

If you have received a part that does not work as advertised, or does not function properly, we will ship you a replacement. Please contact customerservice@buildyourcnc.com to make these arrangements.

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I would like to re-order another breakout board, but I would like each output tested beofore shipping. I have recieved a breakout board where the mist coolant doesnt work, and the y-axis sends a 1.5vdc signal voltage. They should all be 5v as you know, or the driver will not read.

All of the information and instructions for kits and products are shown on their respective product pages. If you need personal assistance, please give us a call and it will be our pleasure to guide you and solve any problem that you may have.

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Should I have recieved documentation on any of the parts? No connection diagrams or pin callouts were included. No motor spec sheet either.

Please contact customerservice@buildyourcnc.com so we can assist you.

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I ordered the 3-axis medium stepper motor kit. The drivers i recieved were those for the 3-d printer main board, not the modular ones. How am i suppose to wire that up now?

We apologize for the confusion, however in the very first video that is regarding the assembly, is of the torsion box. We do not included that in any greenBull kit, as we use too sell it individually! However due to high consumption of materials and high cost(both in shipping and for the kit itself) we have removed it from our inventory and no longer sell it.

This video can be skipped, however if you plan on making a DIY torsion box, this video will be helpful in your build!

The torsion box is not needed, as the frame itself will be more than sufficient in keeping the machine from flexing or vibrating.

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I ordered the GreenBull 5' x 10' kit. The first video for assembly shows that I should have 5 large boards that attach to the table, but I don't have those boards. Is that something I need to build or were they not shipped?

I will check

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The license was purchased and the developer is sending you the license shortly.

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Hello. I purchased a Mach 3 Pro License and have not received it yet. How long should it take to send me the access code ?

Everyone always assumes they are doing something wrong when a plant fails to perform to their expectations. Grapes need pollinator activity to set viable fruit, but there is a shortage of bee activity throughout the country. When the flower cannot be pollinated by bees, the resulting fruit usually atrophies. It is not your fault, just a shortcoming in nature's network.

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I PLANTED SEVERAL CONCORD GRAPE VINES DURING THE PAST FEW YEARS. GOT A COUPLE OF VERY TINY BUDS THIS YEAR, BUT THEY DRIED UP AND DIED. WHAT AM DOING WRONG?

Try the probe connected between the input and DCM with just wires connected to those terminals. When you short the two wires, you should see the change in the diagnostic screen.

Make sure that the probe configuration is correct:
Config -> ports and pins -> inputs tab
on the probe line, make sure the pin number matches the IN number on the controller. Make sure that the port number is 3. And finally, make sure the active low is set correctly. Toggle the active low to toggle the normally open and normally closed state of the probe.

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Nothing changes in the diagnostic screen, however the Digitize led is lit. One wire on in4 the other on DCM. If I were to put a multi-meter to any of the pins would there show any voltage?

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[575] I have my probe conected and have checked continuity but my probe does not show to be working. What else could be wrong?

Yes, we can create an only wood kit for you. Please give us a call on Monday to provide your name so we can look it up in our system to confirm your previous purchase and we will provide a PayPal invoice for the kit, since this is a special case.

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Is it possible to purchase the wood pieces only for a BlackToe 2.0/2.1? I have all of the hardware from my kit, but the wood pieces were lost in a recent move.

Not a problem. We will make sure to adjust your order.

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Hi. i have a mistake in my order this morning and wish to order 3-#25 (3(/8 id) sprokets and NOT #35S

The 20 mm linear guide rails have a hole distance from center to center of 60 mm.
The 20 mm round rails have a hole distance from center to center of 150 mm.

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Can anyone tell my the exact center to center mounting hole distance on the 20mm linear guide rails? I have done some measuring but I am afraid they vary.

See initial question.

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Initial question is: https://www.buildyourcnc.com/FAQ/14009

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Follow up to the last question. I can just make a couple new pieces of acrylic but I just wanted to know if you had any other ideas. Thank you.

CAD drawings are not furnished with the purchase of a machine.

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I have a greenbull 5x Long Z. I thought I read that I would get the CAD files to the machine when I purchased it? I want to make a couple modifications. Thanks!

We are in the process of sending the correct items (with the purchase of ArtCAM), with all recent and future orders. Please refer to your email for a order(conformation/ tracking info) for your package delivery location.

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I received the software package I ordered ArtCAM Express 2013, It had no dongle nor have I recieved the PAF License number. Pease advise......

For international shipments, customs costs may need to be paid by the receiver. We report our full list of Bill of Materials and costs on every shipment via commercial invoice. To learn more about customs costs please inquire with your local government agency.

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Is the customer clearence cost included on the shipment fee? Is it possible to get an FOV price?

Thanks for sending an email to customerservice@buildyourcnc.com; however, this Customer Service Live service will provide the same or better response than email.

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It's an excellent website for CNC hobbyists. But I don't find linear motion parts, linear rails, bearings, ball screws in the store. You know, they are very useful when building homemade CNC. Your subscribers will really appreciate it if you can offer them.
I am Amy from LiMo bearing, one of the leading suppliers in China of CNC linear technology parts. Our linear parts are times cheaper than Amazon with terrific quality.
Welcome to email me at info@limotioner.com.
Thanks.
Amy Jiang.
Lishui LiMo Bearing LTD.

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I have send an email to customerservice@buildyourcnc.com

Unfortunately, end mills will dull over time and need to be sharpened or repurchased. We do not currently offer any sharpening service, but we have a large selection of end mills you can find here http://www.buildyourcnc.com/ProductsEndMills.aspx

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Hi, I got two different bits I use alot. The 1/16th and 1/32 end mills. I use them alot for making signs. They seem to be getting dull. They are very expensive so I was wondering can you sharpen these bits? Do you have a service to do this? Thank you

In the tracking for that package, it says it was "Delivered, Garage or Other Location at Address". The package was probably too large to insert it in the mail box. If it was delivered on your porch or garage as stated in the tracking, then a person may have walked away with it. Call your local USPS office and inform then that your package was not where it stated on the tracking.

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I have not received my order even though USPS says they delivered it to my home. Its nowhere to be found. The tracing number is 9405511699000140422765, please help me.