Thank you for purchasing from ArcBotics! Below are our policies on placing an order, handling time, shipping methods, delivery time, replacements, and more. If you have other questions, we are always available at [email protected].
Placing an order
You can place orders on our store website. Your Wepay payment receipt is ArcBotics’ confirmation that we received your order. Our credit card payment processor, Wepay, usually clears payments in 1-2 business days. The charge will appear as “WPY*ArcBotics” on your credit card.
International phone numbers: If your international phone number does not fit in the XXX-XXX-XXXX format, please write 000-000-0000 the first time it asks for your phone number. Then on the last page, you will be asked for your phone number again, and you can write the correct phone number there.
Shipping to Brazil: If you are shipping to Brazil, when you place the order please also include the recipient’s tax ID in the order via a comment section. We will need this information to complete orders shipped to Brazil.
After payment clears successfully for your order, we generally ship within 3 business days. You will receive an email notification from us when your package ships with the tracking number. These shipping times do not pertain to preorders or holidays. For items on preorder, you can check the product’s checkout page on our store website for the latest shipping updates.
US orders are typically shipped from a US warehouse via UPS, Fedex, or USPS depending on the product.
International orders are also shipped from our US warehouse. International orders for other items are shipped using Asendia. For the following countries, the order will be tracked to your door:
- New Zealand
For all other countries the order will be tracked to the country. If you’d like us to ship a different method like Fedex with tracking to the door, please contact us at [email protected] for a direct quote to your address.
On rare occasions orders we may ship directly from our international location, usually if it is a rare replacement part. It would be shipped via China Post Air Post or similar, and usually arrives within 1-4 weeks.
US orders typically arrive within 4-14 business days (in some rare cases 21 business days) of shipping.
International orders shipped via Asendia with tracking to the door have the following delivery times:
- Canada and Western Europe – 5-10 days
- Australia – 10-14 days
- Asia, Latin America, Eastern Europe, Caribbean – 7-14 days
- Rest of the world – 7-14 days
International orders shipped via Asendia with tracking to the door take between 10-45 days.
In some cases there may be customs delays. This is especially true for Latin America, Eastern Europe, and the Middle East. If you have not received your international order within 60 days, we advise contacting the shipping company and/or your local customs office, and waiting (there was a case where a package took 4 months to be delivered to Argentina because of customs issues).
The customer is responsible for all shipping related fees, including customs duties, VAT, tariffs, etc.
Return to sender
If the package is returned to ArcBotics because it was undeliverable to the customer, the customer supplied the wrong address, it was refused by the customs office, or another reason that is not the fault of ArcBotics, we can resend the package after it has been received by our warehouse. The customer is responsible for the return shipping costs.
Lost / damaged packages
If a package has been long delayed we advise contacting the shipping company first. We cannot issue a refund for lost packages in transit when tracking online shows that we successfully shipped the package. If the package arrived damaged by the carrier, in some cases we may be able to file a claim and issue a refund, but we cannot guarantee a refund.
ArcBotics will replace any dead on arrival (DOA) or missing items free of charge. For replacement parts broken due to wear or user error, you can purchase those on our website or contact us directly if you do not see the piece you are looking for. Replacement parts are sent from our US warehouse or from our China warehouse. Please allow 1-4 weeks for delivery, and longer if there are customs delays (see Delivery Time section).
Please contact us if you would like to make a return so we can confirm the correct address before you send, otherwise we will not be able to authorize the return. Products may be returned for a refund if the product is shipped unused back to ArcBotics within 14 days (non-business days included) of receiving the product. The customer is responsible for the return shipment costs, and a refund is issued when the product is received and examined by ArcBotics. A refund will only be issued if the product has not been used, damaged, altered in any way, and have all original pieces intact, so please do not return it otherwise as we do not issue partial refunds. If the package is lost in transit back to us, we cannot issue the refund.
*This policy does not pertain to Kickstarter orders.