Q: How can I place an order on your website?
A: Please register at our website first and edit your address book, http://www.dfrobot.com/index.php?route=account/login&p=register.
Then go ahead to shop! When you check out, please follow the four steps to fill in blanks and choose the right shipping and payment method.
Q: How can I choose shipping method?
A: Shipping method can be chosen on the checkout page. After putting items in the cart and check out, you can fill in shipping address first, and then system will show different shipping methods. Choose one you like and then confirm order.
Q: Why does it always return to my account page when I check out?
A: This usually occurs when you haven’t completely edited your account information or address book. Please refer to the question “How can I place an order at your store”.
Q: Do I have to provide a tax ID when I place an order?
A: If you come from Brazil, Argentina or India, and want us to ship orders by DHL, please provide us your tax ID. DHL will not deliver the package to these three countries if there is no tax ID showed on express waybill.
1) Brazil: CPF (for person) or CNPJ (for company) number
Argentina: Tax/VAT number
India: PAN or IEC code
Please note: If you come from India and place the order for the first time, please upload KYC document when you receive tracking number. According to the request of customs, please go to www.dhlindia-kyc.com and upload KYC and POA documents. And do pay attention that please do remember to leave email address or phone number in the receiver’s contact line. Please complete above instruction ASAP in case any delay or return.
Q: I want to buy some product, but the page indicates that is out of stock. What can I do?
A: Well, you can click “notify me” button at the product page to get the latest news when it is available.
Or you can search for other products as replacement at our store.
Q: When I buy a virtual product, like shipping fee for Vortex, what kind of shipping method should I choose?
A: Please choose shipping method of $0 in step 2 when you check out.
Q：Links don't seem to work.
A: First, we suggest you use Google Chrome to surf on our website. The server maybe just shut down. If it still doesn’t work after refreshed, could you please send the screenshot to us! Thanks for your report and sorry for the inconvenience.
Q: I have chosen “Bank Transfer” as payment method, can I change to pay via Paypal?
A: Yes, please contact firstname.lastname@example.org to proceed.
Q: I have paid by bank transfer, when will my order be shipped?
A: It usually takes 2-5 working days to receive the payment. We will make shipment as soon as we receive your payment. It would be highly appreciated if you can send bank slip to email@example.com, so that we can check and ship faster.
Q: Can you send me invoice for my order?
A: Sure, you can print invoice on our website. More details please refer to this blog: How to Print Invoices.
Q: How can I check my order status?
A: Please turn to “My Account” page, you will see your order status in “Order History”.
Also, we will send you email to inform you order status.
Q: What is “processing-Back ordered”? What is my order status?
A: “processing-Back ordered” means there are some items in your order currently out of stock. When you receive this email, you can decide whether to wait for the complete order.
You can choose to let us send the ready parts first and leave the out-of-stock items with you following orders.
If you don’t reply our email, we will ship until your order is complete.
A: Well, we are able to ship to almost every country in the world. Please go ahead to place orders and edit addresses correctly.
A: This depends on the weight of your order and also the shipping method you choose.
More shipping details please refer to http://www.dfrobot.com/index.php?route=information/information&information_id=6
(Actually, the easiest way is to put items you want into your shopping cart, then when you move to “check out” page, you can see every kinds of shipping method, shipping cost and also payment method.)
Q: When can I get tracking number of my order?
A: Usually for DHL/Fedex, the tracking number will be provided on the same day.
As for the HKBRAM, the package will be shipped to our courier. It usually will takes 3 working days to dispatch. The tracking number will be provided afterwards.
Q: How can I track my package?
A: If you have logged in DFRobot account when placing order, you can find the tracking information in order history. If no, any updates about this order will be sent to the email address you left in this order directly.
Q: What is the delivery time?
A: Once we receive the payment, we will arrange shipment soon. If you need it urgently, please inform us as soon as you complete the transaction. For the delivery time, it according to different shipping methods. Generally, DHL or FedEx takes 3-5 days while HK post takes 15-20 business days.
Q: I already paid the order, but I want to add something in my order. Is that OK?
A: There is no problem if your order have not been shipped. Please contact us as soon as possible so that we could add the items in your order. But you need to pay the price difference in advance.
Q: I have received my order, but I found it's not what I want, can I return it and get a refund?
A: You can return or exchange your purchase for up to 30 days since the purchase date. But we're not responsible for the shipping fee of both ways. Returned or exchanged products must be in the condition you received them and in the original box and/or packaging.
Q: I received the item but it does not work, what can I do?
A: First you can contact our tech-support via firstname.lastname@example.org. If the problem is caused by product itself, we would definitely make replacement or refund it.
Any report of problems with an order shipped more than 120 days cannot be serviced.
All faulty products can be replaced within 90 days (including working days and holidays).
Note: For any after-sales issues, please kindly provide your order ID.
Please contact us. http://www.dfrobot.com/index.php?route=information/contact