Returns & Refunds
Ready-made items
Straw holders, pop-top can openers, pencil & stylus grip sets, fidget cubes.
You have 30 days from delivery to request a return. Items must be unused and in original condition — these are personal items that touch hands and mouths, and we can't resell a used one.
If we got it wrong. Wrong item, a defect, or damage in transit: we pay return shipping and send a replacement or a full refund, including your original $5 shipping. Email us within 30 days. A photo usually settles it, and often means you don't need to ship anything back at all.
If you changed your mind. Return postage is yours to cover. We refund the item price. The original $5 shipping isn't refunded.
No restocking fee, ever.
Refunds go back to your original payment method within 7 business days of us receiving the item, or of approving a photo claim.
To start a return, email contact@mjmretailservices.com with the name on the order and what's wrong. You'll get return instructions and the return address the same or next business day.
Made-to-order items
AAC key guards, universal cuffs, and anything else built to your specification.
These are built to one person's device, case, app, or hand. They fit nobody else, so made-to-order items are non-returnable — as permitted for custom-made goods under Connecticut's refund regulations.
But you are not stuck with a bad fit. If it doesn't fit, we re-make it:
- Tell us within 30 days of delivery and send a photo or measurements.
- We build a corrected one at no charge — no return shipping, no re-order fee.
- If a second attempt still doesn't fit, you get a full refund of everything you paid, and you keep or return the pieces, whichever you prefer.
Cancelling a custom order. Cancel any time before we start printing and your deposit is refunded in full. Once printing has started the deposit is non-refundable, because the part only fits you.
Shipping & Delivery
- Flat $5 per order, USPS Ground Advantage, anywhere in the US and Puerto Rico — the same $5 however many items you order.
- Ready-made items ship within 3 business days of your order. USPS transit is typically 3–7 business days after that.
- Made-to-order items: most are ready in 1–3 weeks, and your quote gives the actual lead time in writing before you pay anything.
- If we can't ship on time, we'll email you with a revised date and the option to cancel for a full refund. You never have to chase us for it.
- Tracking is emailed when your order ships.
- We ship to the US and Puerto Rico only.
Local delivery & fitting
- Free hand-delivery and fitting within about 45 minutes of Stratford, CT, on any order.
- Out to about 90 minutes: free on orders of $50 or more, otherwise a $20 travel fee.
- Service area: Connecticut and Rhode Island, plus nearby New York, New Jersey and Massachusetts.
- Local delivery is arranged by email, not through checkout — tell us where you are and we'll sort it out.
How made-to-order works
- Email us what you need. For a key guard, tell us the device model, the case it lives in, and the communication app and grid size. For a cuff, tell us what it needs to hold and roughly the hand size.
- We send a written quote with the price and the lead time. Nothing is owed yet.
- You approve it and pay a 50% deposit. That's what puts your build in the queue.
- We build it. The remaining 50% is due when it's finished, before it ships or we bring it to you.
- Where you're local, we deliver it in person and check the fit while we're there.
- If it's not right, we re-make it — see Returns above.
Larger or multi-item institutional orders can be phased differently. Schools, clinics and agencies working on a purchase order: email us and we'll structure it to fit your process.
Product use & safety
These are everyday living aids, not medical devices. They are not intended to diagnose, treat, cure, or prevent any condition, and they are not a substitute for a brace, splint, orthosis, or any device fitted by a clinician.
Not for food or drink contact. Our items are printed plastic and are not food-safe. A straw holder is designed to hold a straw upright — the straw touches the drink, not the holder. Don't use our products as utensils, don't let them sit in a drink, and don't use them to hold, serve, or prepare food.
- Inspect before each use. Stop using anything cracked, sharp, or worn, and tell us — we'd rather replace it.
- These are printed plastic. Not for weight-bearing, mobility support, or transfers. Never use one to take a person's weight.
- Supervise children, and anyone at risk of mouthing or swallowing small parts.
- Cleaning: hand wash in cool or warm soapy water and air dry. Not dishwasher safe. No boiling water, no microwave, no autoclave, no bleach. The plastic softens with heat and degrades with harsh chemicals.
- Keep them out of a hot car. A closed car in summer gets hot enough to deform these parts.
- If you're unsure whether an item suits a particular person, ask their occupational therapist or speech-language pathologist first. We're glad to talk to them directly.
Privacy
What we collect. Your name, shipping and billing address, email address, and what you ordered. If you email us or use a form on this site, we keep that correspondence.
Payment details never reach us. Checkout runs on Stripe. Your card details go straight to Stripe — we never see, handle, or store them.
Why we collect it. To fill your order, answer your questions, handle returns, and meet tax and business record-keeping obligations.
Who we share it with. Stripe, to take payment. USPS, to deliver your parcel. Web3Forms, which delivers the contact and quote forms on this site to our inbox. Nobody else. We do not sell, rent, or trade personal information, and we don't run advertising or tracking pixels on this site.
Email. We only email you about your own order unless you ask to hear about new products. If you do opt in, every message has an unsubscribe link.
How long we keep it. Order records are kept as long as tax and business record rules require, then deleted.
Your choices. Email contact@mjmretailservices.com to ask what we hold about you, correct it, or delete anything we're not legally required to keep. We'll respond within 30 days.
California residents. This notice is our disclosure under the California Online Privacy Protection Act. We don't respond to browser Do Not Track signals, and we don't let third parties collect personally identifiable information about your activity across other websites.
Children. This site isn't directed at children under 13 and we don't knowingly collect their information.
Changes. Any change is posted here with a new "last updated" date.
Terms of Sale
Who you're buying from. MJM Retail Services LLC, a Connecticut limited liability company, doing business as Nettie's 3D Prints, PO Box 502, Stratford, CT 06615-0502.
Prices are in US dollars and exclude sales tax. Connecticut sales tax is added on deliveries within Connecticut.
Your order is accepted when we send confirmation. We may decline or cancel an order and refund you in full — for example if an item turns out to be unavailable or a price was listed in error.
These are handmade. Colors vary slightly between batches, and fine layer lines are normal in printed parts. That's the process, not a defect.
Warranty. We warrant every item to be free from defects in materials and workmanship for 90 days under ordinary use. If one fails in that window, we'll replace it or refund it. This doesn't cover normal wear, accidental damage, modification, heat damage, or use outside the item's intended purpose. This warranty is separate from, and in addition to, the 30-day return window above.
Limits. Nothing here limits our liability for death or personal injury caused by negligence, or any other liability that cannot be limited by law. Beyond that, our liability for any order is limited to what you paid for it.
Governing law. Connecticut.
Our designs. Product designs, photographs and text on this site are ours. Buying an item doesn't transfer any rights to reproduce or sell the design.
Accessibility
Most of the people who buy from us are disabled people, their families, and the therapists who work with them. A store that's hard to use would be a poor way to serve them.
- We aim to meet WCAG 2.1 Level AA across this site.
- If any part of this site gets in your way, email contact@mjmretailservices.com or call (203) 951-1429. We'll fix it, and we'll take your order by email or phone in the meantime — that option is always open, for any order.
- Checkout runs on Stripe's hosted pages. If you hit a barrier there, tell us: we'll raise it with Stripe and take your order directly instead.
- Tell us what you need and we'll accommodate it. Large print, a phone walkthrough, a plain-text quote — just ask.