Dear Sirs,
thank you for contacting us.
The files were probably exported with the wrong tolerance, resulting in a low-resolution file. Low-resolution means that the triangles in your STL file are big and the surface of your print will not be smooth.
It’s important to be aware that a low-resolution export will never allow us to provide you with a good 3D print. If the STL file is rough and faceted the 3D printed model will also be rough and faceted.
In most 3D modeling software, when exporting a file (for instance to STL) you will be asked to define the tolerance for the export. This tolerance is defined as the maximum distance between the original shape and the STL mesh you are exporting. We advise choosing 0.01 mm for a good export.
After checking the original file they have also low resolution. Therefore it seems that the rescaling of your models during the ordering process have not affected the resolution of the files, which we received as ordered by you.
Now there are two ways to release the order:
- you have an option to accept the risks to print the files as they are, or
- you provide us with the files which have higher resolution (try to export the .stl files with the tolerance of 0.01 mm).
You can attach them to your reply to the notification email about On Hold status, or share via WeTransfer service, indicating the order number in the comments.
In case you have further questions, please feel free to contact us.
Best regards,
Olha
