Handling Disputes and Refunds

At Thomas, we aspire to deliver a positive experience with your industrial sourcing, but if an issue arises, we’re here to help you find a solution.

If there’s a problem with your order, contact the supplier directly to try and resolve the issue.

If you’re unable to resolve the issue with the company directly, you must file a dispute with Thomas, a Xometry Company within 21 days of the date the supplier marks the order fulfilled. To do so, email our support team at customersupport@xometry.com. Please include as much information as possible. 

The support team may contact you to discuss the situation and gather supporting material. Once a decision has been made the support team will contact you.