Contact Us


Our regular business hours for calls and local pickup are:

9:30am – 4:30pm Eastern Time (ET) Monday to Friday. Our offices will be closed Monday, May 20th for the Victoria Day Weekend.

We are closed on all statutory holidays.

Our address is Unit D – 120 Randall Drive, Waterloo ON. N2V 1C6

Please use our contact form to speak directly with our core team and operations staff. We try to respond within 24-48 business hours.

We have a comprehensive resource library that covers a wide range of topics from choosing software to setting up the laser. General questions like shipping, ordering, and warranties can be found on our FAQ. We suggest taking a moment to review our blog post on General Tips for LongMill Troubleshooting. 

If you need technical support, please review our common issues and fixes page, as the majority of fixes can be found there. 

Issues with gSender? Visit our troubleshooting page that covers the most common issues. 

If you find you need more technical help, please use our contact form to communicate directly with our core team and operations staff.

Contact Form

Thanks for getting in touch with us! Want to save time and get answers the fastest? Please check out our FAQ for all your general questions!
gSender version can be found in the top-left corner.
Please type your operating system and version, e.g. Windows 10

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.


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