Frequently Asked Questions
Buying & Payments
What payment methods do you accept?
We use Stripe and PayPal as payment processors. We never see your credit card details.
We only accept US Dollars (US$). Apple Pay and Google Pay (where available) are processed via Stripe.
Why is my order stuck in "processing"?
An order in "processing" means our system accepted your order, but the payment processor has not yet approved your payment.
This happens most often with PayPal as part of their fraud prevention process. They may hold a payment for manual review, which usually takes about 24 hours to clear (happens about once every 2-3 weeks).
Once the payment is released, we'll move your order to completed. You can contact us to check on the progress of a processing order.
My payment is not being accepted. What's happening?
Most common reasons:
Card details are incorrect - Double-check billing address, CVV, and expiration date
Insufficient funds - Especially with PayPal balance payments
Card provider blocking payment - VISA, MasterCard, etc. may block for fraud prevention
Our recommendation: Ensure your payment details are up-to-date, and try switching payment processors if you're having problems.
Money left my account but I don't have an order!
If we received your money but don't have a corresponding order: absolutely yes, we'll refund you 100%.
As soon as we can verify that money arrived but doesn't match an order, we'll issue a full refund.
Important: If you used PayPal Pay-in-3 or similar deferred payment options, you're paying PayPal (not us). You'll need to cancel and claim back from PayPal directly.
Do you offer refunds?
The most likely reason for a refund is if we're unable to deliver a file you've paid for.
Please contact us directly for any refund requests. We'll work with you to resolve the issue.
Downloading Files
How do I download my files?
You can access your purchases from your account:
Orders: View all orders and download files
Models: Aggregated view of all downloadable files
Your files are available for re-download anytime.
The email download link isn't working
Email links expire after approximately 12 hours for security reasons.
Please log in to your account and download from your Orders or Downloads page instead.
I'm missing a download link
This is now extremely rare, but it can happen. Please contact us and we'll investigate.
My download appears corrupted
Downloading many files at once:
The download service and browsers will only allow a limited number of simultaneous connections per client. Attempting to open more will terminate earlier downloads.
We have a "download all" option that queues downloads properly. Otherwise, please download files one at a time.
Unzip problems: Not all zip extraction tools are created equal. Try:
Windows: 7-Zip
Mac: The Unarchiver
Hidden files (Mac/Linux): Files starting with "." are marked as hidden on Mac and Linux.
If your unzipped file appears empty but is the correct size:
Mac: Press `⌘ + Shift + .` in Finder to show hidden files
Linux: Use `ls -la` in terminal
Printing & Models
What file formats do you support?
Most creators provide STL files (the standard for 3D printing).
Some creators also include:
Pre-supported files
Lychee or Chitubox project files
Alternative formats like 3MF
Check individual model listings for specifics.
What scale are the models?
Model scales vary by creator and product. Common scales include:
28mm (standard tabletop gaming scale)
32mm (heroic scale)
1:56 / 1:72 / 1:35 (historical wargaming scales)
Check individual product listings for scale information. Many creators provide multiple scale options.
Will these models print well?
We manually review all creator applications and prioritize modelers who understand tabletop gaming and 3D printing.
Most creators provide:
Printing guidance and recommended settings
Support information (pre-supported vs unsupported)
Test print examples
Check model descriptions and creator profiles for printing details.
Can I use these models for [game system]?
Models on our marketplaces are designed for tabletop use and work with any system (D&D, Pathfinder, Warhammer alternatives, historical wargames, etc.).
Check individual model listings for:
Scale compatibility
Recommended use cases
Game system suggestions (if any)
Can I print and sell these models?
Most files have non-commercial licenses. This means you can print for personal use, but you cannot print for sale without the creator's permission.
Please respect this and only purchase printed files from merchants who have permission from designers. Do not sell bootleg prints.
Some creators offer commercial licenses—check individual product listings or contact creators directly.
Account & Library
Can I re-download files I've purchased?
Yes! All purchases are tied to your Playable Prints account and available for re-download anytime.
Your library is accessible from:
Wargaming3D (historical miniatures)
Minihoarder (fantasy & sci-fi)
Orynt3D (coming soon - desktop library manager)
Do I need separate accounts for Wargaming3D and Minihoarder?
No! One Playable Prints account works across all our marketplaces:
Wargaming3D (historical)
Minihoarder (fantasy & sci-fi)
Future marketplaces we launch
All your purchases appear in one unified library.
How do I contact a creator?
You can find creator contact details on their brand/store pages.
For order-related issues, it's usually faster to contact us directly. We'll help resolve the issue or connect you with the creator.
Still Have Questions?
Contact us:
Email: [email protected] or [email protected]
Discord: Join our community
For customer issues: Please include your order number
Response time: We operate in the UK (GMT) and aim to respond within 48 hours, Monday to Friday.
— Playable Prints Support Team