Hours and Location
Our address is Unit 1D – 120 Randall Drive, Waterloo ON. N2V 1C6
Our regular business hours for calls and local pickup are:
9:30am – 4:30pm Eastern Time (ET) Monday to Friday.
We are closed on all statutory holidays.
Shop tours are by appointment only.
Please use our contact form below to speak directly with our customer support team. We try to respond within 1-2 business days. If you aren’t seeing our emails, make sure to check your spam or junk folder.
For the most up-to-date order status, please view our tracking page here.
UPS Shipping Delays
Due to the recent tariff changes US customs has been overwhelmed and has a considerable backlog of volume that has not been cleared to cross. UPS continues to work with US customs to resolve this issue but at this time do not have any more updates.
Technical Support
If you are looking for technical support, we highly encourage you to also visit our resource pages for resolving machine and software issues:
- gSender Problems / Bugs
- AltMill Troubleshooting
- LongMill MK2 Issues and Fixes
- LongMill MK1 Issues and Fixes
- SLB Troubleshooting
- LaserBeam Troubleshooting
Contact Form
Customer Support Terms of Service
This customer support policy has been created to outline both us as the company and you as the customer’s rights, expectations, and responsibilities.
Your rights as the customer
You have the right to:
- Be treated with respect
- Be treated equally regardless of age, race, religion, disability, and relationship with the company
- Be provided with high-quality customer service to the best of our abilities
- Use any of our available company channels of communication
Your responsibilities as the customer
You are responsible for:
- Communicating with respect to us as the company and our community as a whole
- Allowing time for responses to be sent out or received
- Providing all information that is needed to provide effective customer service
- Respecting policies that may be in place in the company
Our rights as the company
Us as the company have the right to:
- Be treated with respect
- Be provided with a reasonable amount of time to help each customer
- Cease communication and refuse service with customers that may threaten or harass us
- Refuse to provide personal or confidential information
- Ask for additional information and resources to assist a customer
Our responsibilities as the company
We as the company are responsible for:
- Providing polite, respectful, and helpful assistance to customers within the scope of the service we can provide
- Providing accurate, relevant, and useful information
- Protecting confidential information about you, the company, and our customers
- Ensuring all customers are served fairly and equally
Limitations of service
To ensure efficiency and continue to bring high-quality service to our customers, we have certain limitations of service, including assistance with:
- Building their own CNC machines using individually purchased parts outside of our kits
- Adding aftermarket parts or modifications
- Setting up machines and products not manufactured by Sienci Labs
- Software support for software not created by Sienci Labs
- Technical support for machines purchased second hand or not requested by the original purchaser
Although we will do our best to serve everyone and answer questions outside of our general scope, we may have limited technical knowledge and experience in these areas.
Disclaimers
Although we do our best to provide correct and accurate information, all communication is provided as an as-is-basis.
Text Messaging Support
If you text message for technical support, general inquiries, or order support, you acknowledge and opt-in to our messaging service. Reply with the word “Stop” to opt-out of text messaging