FAQ for Snapmaker Ray – Snapmaker

Consideration

Purchase

Order/Shipping

Initial Use

Maintenance & Troubleshooting

1. What are the differences between the Ray 20W Laser Cutter and Ray 40W Laser Cutter?

2. What is the maximum working speed of the Snapmaker Ray?

The maximum working speed of the Snapmaker Ray is 500mm/s.

3. What is the maximum cutting speed of the Snapmaker Ray?

The maximum cutting speed of the Snapmaker Ray is 20mm/s.

4. Supported Materials

Models	Snapmaker Ray 20W Laser Cutter	Snapmaker Ray 40W Laser Cutter
Engraving Materials	Basswood, Pinewood, Plywood, Beech, Walnut, Bamboo, MDF, Painted Metal, Tinplate, Stainless Steel, Anodized Aluminum, Dark Glass, Slate, Brick, Ceramic, Jade, Marble, Shale, Leather, Fabric, Canvas, Corrugated Paper, Cardboard, Plastic, Dark Acrylic (Blue excluded)
Cutting Materials	Basswood, Pinewood, Plywood, Beech, Walnut, Bamboo, MDF, Leather, Fabric, Canvas, Corrugated Paper, Cardboard, Plastic, Dark Acrylic (Blue excluded), Stainless Steel (0.1mm)	Basswood, Pinewood, Plywood, Beech, Walnut, Bamboo, MDF, Leather, Fabric, Canvas, Corrugated Paper, Cardboard, Plastic, Dark Acrylic (Blue excluded)

5. Does Snapmaker Ray support cutting metal?

Snapmaker Ray 40W Laser Cutter supports cutting 0.1mm Stainless Steel.

6. Does Snapmaker Ray support cutting Acrylic?

Snapmaker Ray supports cutting Dark Acrylic (Blue excluded).

7. What is the work area of Snapmaker Ray?

The work area for Snapmaker Ray is 400mm × 600mm.

8. Can I use the 1.6W Laser Module or 10W Laser Module on Snapmaker Ray?

Yes, you can use the 1.6W Laser Module and 10W Laser Module on Snapmaker Ray.

9. Can I use the Rotary Module on Snapmaker Ray?

Yes, you can use the Rotary Module on Snapmaker Ray.

10. Can I use the Emergency Stop Button on Snapmaker Ray?

Yes, you can use the Emergency Stop Button on Snapmaker Ray.

11. Can I use the 3D Printing Module or CNC Module on Snapmaker Ray?

No, you can not use the 3D Printing Module or CNC Module on Snapmaker Ray.

12. Does Snapmaker Ray compatible with LightBurn?

Yes, Snapmaker Ray is compatible with LightBurn.

13. Does Snapmaker Ray have any certifications or approvals?

Yes, Snapmaker Ray has obtained certifications for CA65, CE, CE-MD, CE-REACH, CE-RoHS, CE-WEEE, FCC, IC, MIC, PSE, RCM, TSCA, UKCA, UKCA-MD, UKCA-RoHS, and UL 62368-1.

14. What are the package weights and dimensions for Snapmaker Ray?

Model	Dimensions(cm)	Weight(kg)
Ray 40W Laser Cutter	926515	19
Ray 20W Laser Cutter	926515	18.5
Ray Machine Body	926515	16.2
Ray Enclosure	926516.5	15.4

15. What kind of power adapter will be shipped?

The provided power supply unit can run on 100-240V AC and can be used universally. It can accommodate different AC mains voltages with interchangeable connectors.

16. Is Snapmaker a Chinese company?

Yes, Snapmaker is based in Shenzhen, China.

17. Where will my package be shipped from?

Our production warehouse is located in Shenzhen, China, with shipping warehouses in the United States, Canada, Germany, Australia, and the United Kingdom.

If you are located in one of these areas, your package will be shipped directly from the local warehouse. However, if the local warehouse has insufficient stock, the package will be sent from the Chinese warehouse.

Orders from areas outside of the mentioned locations will be shipped directly from the Chinese warehouse.

Note: The Germany warehouse supports delivering orders to EU countries, Norway, and Switzerland.

18. Do I need to pay customs duties?

You are responsible for the taxes/customs/VAT etc if it exists. These are based on the value of the goods or the sum of the product price. The valuation method varies from country to country. The duty may also differ depending on the exporting country.

For EU

The Tax/VAT fee is already included in the product price. Therefore, EU users won’t need to pay additional fees when receiving the package.

For the UK/US

VAT/sales taxes will be charged when placing the order. Therefore, UK/US users won’t need to pay additional fees after placing the order successfully.

For Other Regions

The Tax/VAT fee is not included in the product price. Therefore, users need to assist in handling customs clearance and paying taxes while the package has arrived at customs. If you don't have any experience with this, please consult your local customs department.

19. I am exempt from sales tax in the United States. How can I waive this fee when ordering?

Please use your email address to register an account on the Snapmaker Official Online Store and send your account email address and sales tax exemption documents to info@snapmaker.com. Our customer service team will set your account as a tax-free account, and you will not need to pay sales tax when placing orders using this email address in the future.

If you already placed the order, pls send your order number and the sales tax exemption documents to info@snapmaker.com so our customer service team can process your tax refund.

20. As an EU user with a VAT ID, how can I enter it during checkout to waive VAT fees?

We don't allow VAT ID entry during checkout to waive VAT fees.

If you haven't placed an order yet, please email your purchase list, delivery address, and VAT ID to info@snapmaker.com. Our customer service team will calculate the VAT and provide a coupon code for your order.

If you have already ordered, send your order number and VAT ID to info@snapmaker.com for verification and a refund.

Please note that our VAT rate is 19%, and you can also contact customer service for your order invoice.

21. When I add a product to the cart it says "Error occurred, pls contact info@snapmaker.com for assistance" on the checkout page.

Error 1.png Error 2.png

Please follow the steps below to troubleshoot and find the reason why the order cannot be placed.

Firstly, please check if your country is on the banned list.

Secondly, if your country is not on the banned list, please help to confirm whether you have chosen the correct online store to place the order. Users need to select the store to place the order according to the destination country. If the store is selected incorrectly, it will show that the order can not be placed. You can click the button "Switch Store" at the bottom of the Online store to switch to the correct online store.

The following are the corresponding order groups for each store for reference:

US Store: US users

EU Store: Users come from Austria, Belgium, Bulgaria, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Republic of Ireland, Romania, Slovakia, Slovenia, Spain, Sweden

Global Store: Non-EU/US regions

Thirdly, if your shipping address belongs to the non-EU/US region, you need to select the region of "Ship to" according to the shipping country.

For example, when you buy the Breakaway Support for PLA(500g), if your shipping address is in Australia, you need to choose to send it to AU, instead of UK/CA/Others, otherwise, it will show that the order can not be placed.

Finally, if you still fail to place the order after troubleshooting, please share the screenshot of the checkout page and shipping country with info@snapmaker.com so that our Customer Service Team can assist you in solving it.

22. Do you have an IBAN code for international transfers?

We apologize, but we do not have an IBAN code available for international transfers. Please contact our customer support team at info@snapmaker.com for alternative payment options.

23. Payment Terms

We only support 100% prepayment for all orders. We do not support cash on delivery. If you change your mind, you can contact us before we ship your order to receive a full refund.

24. Will there be any international bank fees charged?

It depends on the payment method you choose. The final price may fluctuate with exchange rates if you pay the order with an international bank card. Your bank or credit card issuer may also charge foreign conversion fees. If you have any questions about the fees, please contact your bank or credit card issuer for more details.

25. What can I do if the payment for my order is declined?

The following steps may help to resolve the issue:

🔎Check your payment method: Make sure the payment method you are using is valid and has sufficient funds.

🔎Update your payment information: If necessary, update your payment information, such as credit card details or billing address.

🔎Try a different payment method: If possible, try using a different payment method to see if the issue persists.

🔎Clear your browser cache: Sometimes clearing your browser cache can resolve payment issues.

🔎Retry the payment: After taking the above steps, try processing the payment again to see if the issue has been resolved.

If you have followed these steps and are still experiencing payment failure, we recommend contacting your bank for further assistance.

26. Will I get an invoice after placing an order?

Snapmaker does not issue paper invoices; instead, the invoice is included in the package delivery email for you to download. If you wish to modify the invoice, please email info@snapmaker.com, and our customer service team will assist you.

27. When can I get the tracking number?

Orders are typically shipped within 1-3 business days, excluding pre-sale and out-of-stock items. You will receive a notice of shipment email with tracking information upon the shipment of your order. It may take up to 72 hours for your tracking number to be activated.

To track your order, click Support＞Order Tracking＞Enter your Order Number&Email or Tracking Number on Shopify.

If you haven't received your tracking number within 5 days of placing your order, please contact our customer service team at info@snapmaker.com with your order number for assistance.

28. Update the shipping address

If the order does not arrange to ship out, please email info@snapmaker.com with the Order ID and Latest Shipping Address so that our Customer Service Team can assist you in updating it.

If the order has been arranged to ship out, please contact Express to update the shipping address and email info@snapmaker.com with the Order ID and Latest Shipping Address so that our Customer Service Team can assist you in trying to update it.

29. My order tracking hasn't been updated for many days?

If your packages have been shipped, shipping status updates may experience delays, particularly during cross-border transportation or handover to the logistics company. If the tracking hasn't been updated for more than 5 days, please contact our customer service team or shipping carrier directly for further help.

30. Can I modify my order after I’ve placed it?

If you need to modify your order, please contact our customer service team for assistance. Please be aware that if the package has already been arranged for shipping, you will need to contact the courier to refuse delivery and bear the shipping fee.

31. Can I cancel my order before it is delivered?

You can cancel the order and request a refund at any time before the order has shipped. Please contact our customer service team for assistance.

Please don't open a chargeback, otherwise, the bank will charge you a handling fee. This will also prolong the refund process.

If the order has been sent to the freight forwarder, it might not be feasible to cancel it, even if it hasn't been marked as shipped yet. In such a scenario, you need to reach out to the courier promptly to decline the delivery and cover the return shipping charges.

Once the refund process is completed on our side, you will receive the refund via the payment method you initially used (Credit card, PayPal, etc.). Be aware that money transfers can take up to 14 business days.

32. What happens if my package is returned after it is shipped?

If the courier did not contact you or no one was home for delivery, the courier may return the package. If your package is returned to us by the carrier, please contact them to verify the reason for the return and request a rescheduled delivery. If the carrier declines to schedule a second delivery, please contact our customer service team for assistance.

33. My package says delivered, but I didn’t receive it.

Sometimes tracking data may be inaccurate, leading to premature delivery status updates. Your parcel is expected to arrive shortly, yet it's advisable to consult your neighbors or the shipping provider for additional details.

Should your order not reach you within 3 days of the latest tracking notification, kindly reach out to our customer service team for help. Moreover, if you have purchased worry-free coverage when placing the order, you can initiate a claim with the Seel Protection Plan, and click the link to log in using your Order ID/policy ID and the email address associated with your order.

34. What can I do if I receive the wrong item?

We are so sorry if you received an incorrect order! Please contact our customer service team within 3 days of delivery with your order number and a picture of the incorrect product. We'll get back to you within 1-3 business days.

35. Prepare a Table

The environmental requirements for both the machine and the Enclosure are as follows:

36. Learning Resources

Besides, here is our official Wiki website . You can browse the Getting Started section, which offers comprehensive instructions for you to start the first job.
The article below has listed various amazing websites to download templates and designs for laser engraving and cutting. Before receiving the machine, you can seek for preferred files in advance.
- Templates and Designs for Laser Engraving and Cutting: Great Websites and Software that Will Make You A Better Creator
You can read the resource below to get some basic knowledge while waiting for your machine to come.
- How to Engrave a Clear Picture
- Material Selection Guide: How to Choose a Proper Material for Laser Processing
It takes trials and errors to master the skills of using a product. If you are interested in color laser marking on stainless steel, you will definitely understand the value of these project tutorials generated by our user.
- Color Laser Marking on Stainless Steel, Using the Snapmaker Ray 40W Laser Module (Part 1)
- How to “Paint” a Picture on Stainless Steel, Using the Snapmaker Ray 40W Laser Module (Part 2)

37. Quick Start Guide

You may have noticed that the traditional Quick Start Guide book is not included. However, don't worry! We have prepared a more comprehensive online Wiki for you.

For first-time use: Please read the Quick Start Guide (Must Read) .

If you prefer to have a printable version of the assembly steps, you can download the PDF file here or from the Assembly & Installation section of the Quick Start Guide Wiki.

Learn the recommended laser processing parameters here.

If you plan to use addons like the Rotary Module, please refer to the "Using Modules & Addons" section in the Ray manual.

For reference information such as indicator light meanings, please visit Snapmaker Ray - Manual - Common Information - Operation.

If you need information on other operations like using Ray with LightBurn, please visit Snapmaker Ray - Manual - Common Information - Operation.

38. Initial Setup Considerations

Before starting laser jobs, it is crucial to properly position the laser work platform. Please note that this step should be performed after powering on the machine, so you can find the related instructions in the Setup & Preparation section instead of the Assembly & Installation section.

Update both the Ray firmware and Luban to the latest versions. Download from our Support Center.

Read and adhere to the safety instructions, such as not leaving the machine unattended while in use and keeping explosive and flammable materials away from the machine.

39. Using the Wiki

Each Wiki article generally covers a specific topic. Therefore, while reading, you may need to click on article links multiple times to expand further and use the back button to return to the initial content.

To go back to the previous page, click the arrow at the top left corner of your browser.

The directory navigation at the top of the Wiki page indicates the current article's path. Clicking on it may not take you back to the previous page you were reading. This is because our Wiki articles are independent and can be referenced in manuals for different machines. They are not necessarily located on specific paths within a particular machine's manual.

40. Maintenance Notes

To ensure the machine's continued performance and longevity, we've provided some essential maintenance guidelines on our Wiki website.