Frequently Asked Questions

1. Shipping Policy (Free Shipping)

After placing an order, we usually:

  • Process shipment within 24 business hours
  • Provide tracking number within 48 business hours
  • Deliver within ~7 days via DHL / FedEx / UPS (for most countries)

For larger machines (A2–A0 sizes, oversized models, or iAuto systems):

  • Production time is longer and depends on model
  • Details are shown on each product page

2. Return & Refund Policy

We offer returns and refunds based on product condition:

Quality Issues

  • Full refund or free replacement available
  • A short video is required to confirm the issue (connections + software setup)
  • If confirmed defective, we cover replacement costs

Non-Quality Issues

  • Return shipping cost is paid by customer
  • Items returned to China may apply shipping fees
  • Opened products may include a 10% repackaging fee
  • Unopened products may be returned to local warehouse (if available)

3. Replacement Parts & Accessories

  • All defective parts within 1-year warranty are replaced free of charge
  • Includes motors, electronics, and structural components if quality-related

For additional accessories (optional purchase):

  • Stepper motors
  • Servo motors
  • Base platforms
  • Laser engraving heads

If you cannot find a part, contact:
📧 support@idrawpenplotter.com

4. Import Tax & Customs

  • Shipping is free worldwide
  • Import duties and taxes are not included
  • Customs fees are charged by your local government

We do not control or cover import tax costs.

5. Technical Support

To receive support:

  1. Record a short video showing:
    • Wiring connections
    • Software settings
    • Problem description
  2. Send it to:
    📧 support@idrawpenplotter.com

Response time: within 48 business hours

Remote Support (if needed)

We can provide live troubleshooting:
https://calendly.com/uunatek/idraw-support

  • Available: 9:00 AM – 11:30 PM (UTC+8)
  • Real-time assistance with engineers

6. Video Tutorials

All guides and tutorials are available here:
https://www.youtube.com/channel/UCcvc3sePUkGbIRhUvW1nmvg

Includes setup, software control, and advanced usage.

7. Axidraw Alternatives

  • iDraw 1.0 → budget-friendly Axidraw alternative
  • iDraw 2.0 & H Series → faster (2–3× speed), more advanced
  • iDraw H SE A3 → closest equivalent to Axidraw SE/A3 with improved stability

8. Email Merge Support

Yes, iDraw supports Email Merge via Inkscape.

  • Used for personalized writing (names, postcards, labels)
  • Popular for bulk writing services

Video guide:
https://www.youtube.com/watch?v=gFKYOs3iKjE

9. Scriptalizer Font Support

Yes, iDraw supports Scriptalizer-style font variation systems.

  • Enables randomized handwriting-style variation
  • Useful for natural-looking calligraphy output

Video guide:
https://www.youtube.com/watch?v=d_mOONAlUJ8&list=PLA2MtqsvPsTlsQdKldw8H7Mbw2bakGP-F&index=16

10. Second Development / API Use

iDraw supports second development and advanced customization.

  • Suitable for developers and integration projects
  • However, warranty does not cover issues caused by modifications or development use

Example applications include:

  • Reverse engineering systems
  • Custom automation workflows