The Galileo Guarantee (Hardware Troubleshooting)

If you're having trouble printing a single file, or if your hardware experiences downtime, we are here to back you up. See our Galileo Guaranteed service below on how we can support you during times of troubleshooting.

Single-File Fails

We will have you try to print 3 times while actively troubleshooting, and if it fails on the 3rd try, we will print and ship it to you.

• The first fail is counted as the fail you first reach out about. Multiple attempts are not counted if the support team is not contacted.
• After the first fail, we will provide technical troubleshooting, asking you to try a new roll, check for tangled filament, etc.
• If the second attempt fails after initial troubleshooting, we will either provide more troubleshooting steps or we will upload a new print file if relevant.
• While you print the 3rd attempt, we will print the file in parallel so we can ship it to you if it fails the third time. We will include free ground shipping.

Printer Downtime

If your printer is considered "down" and you cannot print, we will guarantee access to one CFAB printer in our office (more only if we have capacity). This will ensure we can print at least 1 - 2 sockets per day for you.

• We will ship the sockets with free ground shipping. You may expedite shipping at your own cost if desired.
• Guarantee lasts until you receive the troubleshooting or hardware necessary to resolve the issue.
• Send us your priority list of prints, and we will handle printing and shipping!

Let us know if you have any questions about this policy or require special services. We are here to help!

• Email: success@protosthetics.com
• Chat: proto.fab.one
• Phone: 701-478-2001

Updated on: 10/10/2025