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Troubleshoot
If you're in need of a repair, replacement, or return, follow the prompts on the Troubleshooting Guide and fill out the form.
Do your tools carry a warranty?
Our tools and power supplies come with a 90-day warranty, but we go beyond that. If a defect causes a tool to fail—even a year or two after purchase—we typically repair it free of charge.
What types of foam will your tools cut?
Our tools will cut EPS, XPS, PE, and EVA Foam.
How do I clean my tools?
Most people clean their tools as they are working by just gently wiping them against a cloth or paper towel while the foam is in a melted state. If you feel the need to clean them even further, you can clean them while they are cold with acetone.
As a beginner, which tools should I purchase?
We must first find out what kinds of things you want to create. Any of the craft kits will do if you only plan to construct smaller projects. We can better assist you if you can give us a general concept of what you want to try to make. You can either email us at sales@hwff.com or call 1-866-735-9255 Mon-Fri and a knowledgeable staff member can assist you.
What is the best kit for the money?
The job will actually determine that. Most artists rely on the Pro 4-in-1 Kit, which carries our most popular tools and everything you'll need to get started. With this kit comes tools like the Freehand Router and 6-inch Pro Hot Knife, our two most diverse instruments.
Why are my blades breaking?
"Let the heat do the cutting."
Avoid repeatedly bending the terminals when changing blades—keep bends in the same spot by pushing them into the slots.
Tips to prevent blade breakage:
- Avoid repeatedly bending the terminals when changing blades—keep bends in the same spot by pushing them into the slots.
- Heat the blade before adjusting the arms. Let the blade relax and release tension before turning off the heat to prevent breakage.
Are the fumes from EPS or XPS foam toxic?
Our Hot Knives are designed for plunge cutting. Look for the Sled Guide in our Accessories area to keep the Hot Knives perpendicular to the foam while cutting.
When will my order ship?
Standard shipping (USPS First-Class, USPS Priority, FedEx Ground) typically takes 1–2 business days to process and leave our warehouse.
Expedited shipping (USPS Express, FedEx Overnight, FedEx 2Day, FedEx Express) ships the next business day.
Do you ship internationally?
Yes, we ship worldwide! Once you have your items added to your cart, you can view the available methods before checking out.
