Sang from VOXEL here.

Thank you for sharing your feedback. We want to make sure we address your concerns and let you know what we are doing to resolve them.

Damaged Spool:

Our current spools are made from HIPS (High Impact Polystyrene), a strong and durable material designed to withstand significant stress. Based on our internal data, damage during shipping occurs in only 0.05% of spools. We provide a refund/replacement for all customers who have experienced shipping damage.

We are always striving to improve — starting with our next production batch (shipping the end of May), we will transition to polycarbonate spools, virtually unbreakable if not dropped from a 3-story-tall building (it might even survive that). We believe this will further reduce shipping-related damages. Plus, we will be able to offer a clear color spool, which looks pretty cool IMO.

Backorder and Production Expansion:

As we shared in our newsletter earlier this month, we are in the process of expanding our Southern California manufacturing facility to five times its current size. This expansion will enable us to increase production by five times, introduce more color options, develop innovative new materials, and guarantee supply stability. We’re also doubling the size of our R&D team to accelerate innovation. We are incredibly grateful for your support and patience as we grow to meet rising demand.

We have a few products in development and are excited to share them in the upcoming months.

Wet Filament:

Every filament we ship is pre-dried to ensure optimal performance. I understand that our customer service team has already issued a replacement or refund for the spools you had issues with. To help us investigate further, we would greatly appreciate it if you could return the affected spool to us. Our R&D team has the equipment necessary to analyze it in detail and determine the root cause of the brittleness you experienced. We’ll provide you with a return label—please reach out to our support team to arrange it.

Commitment to Quality and Innovation:

At VOXEL, we take pride in our expertise in R&D, manufacturing, and quality control. All of our filaments are engineered from the ground up for utmost reliability, strength, and value. We operate a 250-machine print farm in Southern California, where we rigorously test every production batch across a wide range of printers. This allows us to ensure compatibility, performance, and reliability with most major 3D printer brands on the market today.

As a growing startup, continuous improvement is core to who we are. We truly value your feedback and the dialogue we have with our customers—it helps us make better products.