FAQs

Quick answers on orders, customisations, payments, production, and shipping. If you don't find what you're looking for, please contact us using the dedicated form.

Orders & Order Status

What are the states of order and what do they mean?

• Failed: payment unsuccessful or rejected. • Cancelled: order cancelled (by the customer or our team). • Pending payment: order created but payment not received. • On hold: order placed via bank transfer, awaiting credit. • Payment accepted: payment received, the order enters the operational flow. • In production: we are producing the ordered items. • Awaiting shipment: production complete, preparing for delivery to the courier. • Shipped: order entrusted to the courier; tracking active within 24h. • Under review: an error has been found; Support will contact you to resolve it. • Refunded: total/partial refund issued.

Where can I see the order status?

In your personal account > Orders. Tracking appears after the shipping label is created.

Is it possible to change or cancel an order that has already been placed?

If the order is not yet in production, please check with Support. Once in production, changes are not guaranteed.

I can't find the order confirmation email.

Check your spam folder. If it's not there, request forwarding to Support, indicating your order number.

Customizations & Compatibility

Can I receive a preview (render) before production?

Yes. On many product pages, the option "Request render before production" is available. Production only begins after confirmation.

Can I print personal projects?

Yes, with our Custom Service. Upload files using the dedicated form. We evaluate the intended use, color, and most suitable process, then send a quote.

I cannot find compatibility for my motorcycle.

Fill out the Beta Tester form to apply for compatibility development or write to Support indicating make, model and year.

Are wheel buffers universal?

They are universal for thru-axle wheel hubs with a hole ≥ 8 mm. For smaller diameters or solid axles, contact Support for dedicated solutions.

How are wheel studs measured?

Measure the length from outside to outside of the pin. With a thru-pin, you can use a zip tie/rod with a reference mark. Enter the precise value during setup.

Payments & Invoicing

What payment methods are accepted?

• Credit/Debit Card (Visa, Mastercard, American Express) • PayPal • Advance Bank Transfer • Apple Pay • Google Pay • Klarna

I paid by bank transfer: when will the order ship?

Upon receipt of the credit (2–3 business days). To expedite, please send the remittance advice to orders@soat3d.it, including the order number and date.

Is the transaction secure?

Yes. Card data is handled by the payment method issuers; SOAT 3D does not store sensitive information.

Do you need an invoice?

It is possible to enter billing information at checkout.

Discount codes and gift cards

If available, they are added to the cart/checkout.

Production & Lead Times

How long does production take?

Times vary by product and are indicated on the product pages. Orders with customizations/renders may take longer.

Preorders

Some items may be on pre-order: estimated times are indicated on the page.

Non-approved products

Any use limitations (e.g., not street legal) are indicated in the product descriptions. Always check applicable regulations.

Shipping

Shipping carrier and tracking

We ship with GLS. Tracking becomes active within 24h of shipment generation.

Delivery times

Approximately 24–48 working hours in Italy (excluding remote areas/islands where it may take longer). External events may cause delays.

Shipping costs

• €4.90 for orders up to €150 • Free for orders over €150 (Current values; threshold and rate may vary. The exact amount is always visible at checkout.)

Areas served

Shipping throughout the European Union

Pick up in store

Available upon request at our operational headquarters in Rimini (selectable at checkout when active).

Wrong address or address change

In the event of an incorrect address, redelivery will incur costs to be paid by the recipient. If the shipment has not yet departed, please contact support@soat3d.it for an update.

Returns, Refunds & Warranty

Right of withdrawal

For online purchases, a right of withdrawal within 14 days of delivery is provided (excluding products customized at the customer's request).

Defective or incorrect product

Contact support@soat3d.it within 48h of delivery, attaching photos/videos and your order number. We will evaluate and propose a solution (replacement/refund).

B2B, Team & Collaborations

I'm a store/workshop: can I resell your products?

Yes. Send your request to info@soat3d.it with your company details and estimated volumes. We evaluate B2B price lists and conditions.

Cumulative Orders for Team

Quantity discounts are available based on categories and customizations. Please write to info@soat3d.it with your introduction and requirements.

Influencer/Creator

Applications to marketing@soat3d.com with a media kit, audience insights, and relevant content.

Special Programs

Beta Tester (new accessories/compatibility)

Do you want to be the first to assemble and test a product in an exclusive preview? Apply using the Beta Tester form. If eligible, you will become an official SOAT 3D Beta Tester and will be guided step-by-step.

SOAT 3D Crew

Passion, content, and motorcycles: apply here to join the official SOAT 3D Crew.

If the answer is not among the FAQs, write to us.

Support & Contact

Official WhatsApp

Generic email

Order support

Orders/Transfers

Marketing/partnership

marketing@soat3d.com

Do you prefer to contact us via the website? Fill out the form below: your request will be forwarded to the relevant department.