How CAN WE HELP?

At Ooznest we strive to put the customer at the centre of everything we do. We aim to reply to all emails within a day, although at very busy times this could take slightly longer.

Please choose one of the Contact Forms below to get in touch and our customer service advisors will happily assist you. Alternatively, we are also available via Live Chat.

Our customer service channels operate Monday – Friday:  08:00 – 16:00

For help with an Existing Order received or paid for, please check out the FAQs below. If you cannot find the answer you need, get in touch using the Contact Form.

Live Chat is also available during our operating hours.

FAQs

Can I get an update on my WorkBee order?

On your Order Confirmation email you will have received the estimated dispatch date for your WorkBee. We aim to dispatch all WorkBees by this given date.  

If you contact us around two weeks before your estimated dispatch date, we should be able to provide further updates if necessary.

My order has not arrived yet?

Please check the online tracking for your parcel at the courier tracking website.

Please check the estimated delivery timescales on our Delivery Information page.

If there have been any delays this will be updated on the tracking information.

If it has passed the delivery timescales stated on our website and you still have not received your order, please contact us.

Please note we must follow courier rules with regards to declaring a parcel as lost. We may need to allow time to investigate with couriers before any resends can be arranged.

Can I amend my order?

Orders can be amended where possible. If you wish to amend your order please contact as soon as possible via Live Chat.

As we operate a same day dispatch on most orders, sometimes amendments cannot be actioned if the order has already been completed. 

Can I cancel my order?

Orders can be cancelled where possible. If you wish to cancel your order please contact as soon as possible via Live Chat.

As we operate a same day dispatch on most orders, sometimes cancellations cannot be actioned if the order has already been completed. 

My parcel is shown as delivered but it hasn't been?

Please:

  • Check the shipping address on your order confirmation is correct.
  • Check if a family member/colleague/post-room has signed for the parcel at your address.
  • Check if the parcel has been left with a neighbour.
  • Check around your property as the parcel may have been left in a safe place.
  • Check if a calling card has been left. If you were not at home to accept delivery, the courier should leave a card with their contact details and you can arrange the redelivery yourself.

If you still cannot locate the parcel, please contact us to investigate this further with the courier.

I think there is an issue with my order.

Please get in touch to discuss any order issues. Someone will get back to you to resolve this as soon as we can.

CONTACT FORM

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For help with Placing an Order online, Delivery options, Payments, Quotes, or related queries, please check out the FAQs below. If you cannot find the answer you need, get in touch using the Contact Form.

Live Chat is also available during our operating hours.

FAQs

What are the shipping options and costs to my country?

We ship worldwide. All of the delivery options can be on our Delivery Information page.

To get exact shipping costs of your order, use the ‘calculate shipping’ button in the shopping basket.

Or at the checkout, when you enter your delivery address, it will display the shipping options and prices available at your delivery address.

Will there by customs import charges for delivery to my country?

The shipping prices do not include any customs & duty fees which may incur in the destination country. We cannot handle these we’re afraid. These will be billed from the courier directly to the recipient. We advise contacting the local authority to enquire how much these charges may be.

Can I get a quote?

We have an easy online quoting system on our website, where you can add all items you wish to your basket and create a quote using the ‘Quote Checkout’ button. This will also allow you to quote the shipping to your delivery address. 

Once completed you will get an email with the details and a PDF copy of the quote. 

You can view Quotes in your account, make changes and convert Quotes to orders by paying.

Can I pay by Bank Transfer?

Yes. Add items to your cart and proceed to checkout as normal, you can then select the payment method as ‘Direct Bank Transfer’, and place the order. 

You will receive an email with the bank details and instructions to make the bank transfer.

Please note it can sometimes take a day or two for the bank transfer to be allocated to your order.

Can I order by Purchase Order?

Yes. Orders by Purchase Order need to be placed directly on our website.

Add items to your cart and proceed to checkout as normal, you can then select the payment method as ‘Purchase Order’.

Add your PO number in the box provided and place the order. 

You will receive an email with instructions of where to send a copy of the corresponding PO.

Can I use an EU VAT number to zero rate my VAT?

Yes.  At the checkout enter your VAT number in the ‘EU VAT Number box’.  Please make sure your shipping and billing address match the country of the VAT number.  If the VAT number is valid, the VAT will be automatically zero-rated.

My payment seems to have failed, what can I do?

This usually happens if there is an issue with the billing address matching the card being used or issues with the 3D Secure checks.

Please double-check the billing address matches that of the card and try again. If there is still an issue, then we advise you may need to contact the card provider. 

The payment may show as pending as the bank holds the money, but it will shortly be returned. No payment has been taken by us. 

Are there any finance options available?

We offer PayPal credit. More information about PayPal credit can be found here: PayPal Credit

At checkout select PayPal as the payment option, and it will show PayPal Credit as a Payment source if eligible.

If I order a WorkBee, when will it be ready?

As all the WorkBee’s are manufactured and made to order in our warehouse in Essex, they have a production lead time on them. 

On the Original WorkBee product page, when you select the size and colour it will display the current estimated dispatch date. 

We are working hard to get the kits dispatched as soon as we can and we are confident the quality of the WorkBee will make the wait worth it!

CONTACT FORM

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To get more information about the Ooznest Original WorkBee or other products please check out the FAQs below. If you cannot find the answer you need, get in touch using the Contact Form.

Live Chat is also available during our operating hours.

To get your burning questions answered about the Ooznest Original WorkBee Call-Backs can be arranged with our sales team. Even better, book yourself a Demo at our site in Essex to see the machine in action!

Use the Contact Form to book your call-back or demo.

FAQs

What is included in the Ooznest Original WorkBee CNC Machine Kit?

The Ooznest Original WorkBee CNC Machine Kit includes everything you need to build a moving CNC Machine,

The product configurator is on the Original WorkBee product page lists all the extras we offer.

The essentials you need either from us or somewhere else, are: Router, Router Mount, End Mills, CAM Software.

Dust Shoe, Touch Probe and Enclosure are all optional extras.

Items we do not supply are MDF Spoilerboard and workpiece clamps.

If you buy the Dust Shoe, you will also need an extractor. 

MDF Spoilerboard dimensions can be found here: Critical Dimensions

Can I speak to someone about the Ooznest Original WorkBee?

Yes, you can arrange a call-back with one of our team to get all your burning questions answered! 

Please use the contact form to request a call-back.

Can I view the Ooznest Original WorkBee in person?

Yes, we offer WorkBee demonstrations at our site in Essex so you can see the machine in action.

Please use the contact form to book a Demo appointment.

We’re afraid we cannot accept walk-in visits. 

What software do I need with my WorkBee?

The WorkBee has the following software workflow: CAD → CAM → G-Code Sender.

The G-Code Sender software allows firmware settings to be configured, move the machine around, and send the G-Code job file. The control software used is WorkBee Control. It is browser-based software.

Other pieces of software that will be needed are a CAD program (create designs) and CAM program (turn designs into G-Code tool-paths). Most CAM programs have basic CAD functionality built-in which will achieve the majority of tasks. There are free CAM programs available such as Fusion360.

We have tried nearly all free and paid CAM software available, and have found what Vectric offers to be the best in terms of functionality and ease of use. We have partnered with Vectric to supply their software as a bundle with the WorkBee​ CNC Machine with a 5% Discount. 

What are the difference between WiFi and Ethernet options on the WorkBee?

The WorkBee can be supplied in either WiFi or Ethernet versions. The USB cable is only used to initially commission the machine. The Duet has an SD Card which will hold all the machine settings, web interface, and G-Code files. G-Code files are uploaded to the SD Card via the WorkBee Control Web Interface.

The WiFi version can connect to an external WiFi network providing there is a strong connection where the machine is to be placed. Alternatively, the Duet can be configured as an Access Point in which the controller emits its own WiFi Signal.

If there is uncertainty over the strength of an external WiFi signal, we would recommend the Ethernet version for the most stable connection. The Ethernet cable connects directly to your computer’s ethernet port.

The WiFi and Ethernet versions of the Duet controller are different boards. Therefore switching from WiFi to Ethernet or vice-versa would not be possible. So we would advise thinking carefully about which would be the most suitable connection method for you.

What is the lead time on the Ooznest Original WorkBee?

On the Original WorkBee product page, when you select the size and colour it will display the current estimated dispatch date. 

As all the Ooznest Original WorkBee kits are manufactured and cut to order here in our warehouse in Essex, they have a production lead time on them. 

We have recently experienced a very high demand with lots of small businesses and hobbyists branching into new areas to improve their operations.

We are working hard to get the machines dispatched sooner and we are confident the quality of the WorkBee machine will make the wait worth it!

What is the maximum Z Travel / Cut depth of the Ooznest Original WorkBee?

The Original WorkBee has a maximum Z Travel of 94mm.

With a 12mm spoiler board, this gives a maximum cut depth of 47mm.

What materials can the Ooznest Original WorkBee cut?

The WorkBee can a wide variety of materials including any hard or soft wood, foams, plastics and soft metals such as Aluminium and Brass.

We do not recommend using it to cut steel.

If you have a material not listed, get in touch and we can advise.

Is there an assembly service for the Ooznest Original WorkBee?

We’re afraid we do not offer an assembly service, we feel the self-build element really allows the user to get a feel for the machine and how it all works, therefore this knowledge is beneficial when using and troubleshooting the machine.

The technical support team are always able to offer assembly help and advice.

I want a custom size Ooznest Original WorkBee, is the possible?

Due to the production line nature of how we make our Ooznest Original WorkBees, we cannot offer any custom sizes outside the standard sizes you see on our Original WorkBee product page

CONTACT FORM

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To get Technical Support for your Ooznest Original WorkBee or other products please check out the FAQs below. If you cannot find the answer you need, get in touch using the Contact Form.

Live Chat is also available during our operating hours.

WORKBEE FAQs

Common queries & Troubleshooting top-tips for your Ooznest Original WorkBee can be found on the Answers section at learn.ooznest.co.uk.

Feel free to browse the Answers section to solve your problem, or even post your own question, our technical advisors will also respond there.

OTHER PRODUCT FAQs

My Drag Chains do not match the size I bought?

The drag chains we sell are sized by the internal dimension, not the external dimension. If you have already received your drag chains, please double-check and measure the internal dimension of the drag chain you have received.

How do I calculate the maximum loads and deflections of V-Slot Extrusion?

To estimate the deflection and suitable loads for our extrusions please take a look at this guide here: https://ooznest.co.uk/wp-content/uploads/2018/05/How-To-Estimate-Deflection.pdf

I can’t fit Drop In Tee Nuts into the slot of the extrusion

If clearance extrusions have been purchased please note that these extrusions have a slightly smaller slot size than our normal range. This range has a slot size of 5.77mm (Normal range has a slot size of 6.13mm). The smaller slot size gives better contact with wheels, however, it means our Drop-In Tee Nuts will not work reliably with this extrusion. Everything else will work as normal, including normal Tee Nuts.

I can’t connect the BlackBox over USB?

If the BlackBox is not connecting over USB, please try all the troubleshooting steps on this page here: https://docs.openbuilds.com/doku.php?id=docs:blackbox:faq-usb-connection-failed

Once you have tried all these, if it still will not connect, please use the contact form to get in touch.

How do I program the uStepper Controller?

The uStepper is programmed using the Arduino IDE. Please follow this guide to set it up: https://www.youtube.com/watch?v=YB7T09-tZ9s

Programming examples for the uStepper can be found on their GitHub: https://github.com/uStepper/uStepperS

We also advise watching their YouTube videos for practical examples how to program the uStepper Controller: https://www.youtube.com/channel/UCDqHUzLZmlESwpoJ6-1bxaQ/videos

CONTACT FORM

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Ooznest 30 Days Return Policy

If for any reason you no longer require your purchase, you can return it to us in its original packaging as long as its within 30 days from the date of delivery. 

Once returned items are received, we will inspect the goods, and issue the refund for the price you paid. Refunds are only issued once the goods are in our possession.

Original shipping charges will not be refunded for returns.

Faulty Products: If you think your product is faulty, please contact us first under the ‘An Existing Order’ tab first. 

NOTE: We do not offer the option to exchange products.

NOTE: There are a few exceptions to the returns policy:

  • Software: Software cannot be returned or refunded once you have been sent the ‘Software Registration’ email.
  • Customised products: For products which are customised, including those with a cutting service, we reserve the right to refuse the return.
  • Original WorkBee CNC Machine Kits: All WorkBee kits are made to order, we reserve the right to refuse returns once these have been dispatched.

Any dispatched customised products or Original WorkBee CNC Machine Kits which are agreed to be returned are subject to a restocking and administration fee which will be advised at the time of the return request. 

Return requirements 
Items must be returned (in our opinion) in a perfect, ‘as-new’ condition, suitable for resale.
You, the customer, are responsible for the cost of the return postage.
Proof of posting should be obtained.
We will not be held liable for items getting lost in the post, so please use a tracked service. 

To submit a Return Request
Please complete the return form below with details of the items you wish to return and we will get back to you with instructions of how to complete the return

RETURN FORM

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Operating hourS

Monday:
Tuesday:
Wednesday:
Thursday:
Friday:
Saturday:
Sunday:

08:00 – 16:00
08:00 – 16:00
08:00 – 16:00
08:00 – 16:00
08:00 – 16:00
closed
closed

CONNECT WITH US
address

Ooznest Limited
The Yard
Old Crown Lane
Brentwood, Essex
CM14 5TA

All WorkBee Demonstration visits must be booked in advance. 
We cannot accept walk-in visits.

Company Number: 9582219
VAT Number: GB199412277