FAQ


Placing orders 

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: 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: 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.
 

Payment

Q: I have chosen “Bank Transfer” as payment method, can I change to pay via Paypal?

A: Yes, please contact store@dfrobot.com to proceed.
 


Q: I have paid by bank transfer, when will my order be shipped?

A: It usually takes 2-7 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 store@dfrobot.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.

Order status


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.

Shipping

Q: Can you ship to my country/place?

A: Well, we are able to ship to almost every country in the world. Please go ahead to place orders and edit addresses correctly.

 

Q: How much is the shipping cost to my place?
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.

After sales

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 techsupport@dfrobot.com. 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.

Other Questions
Please contact us. http://www.dfrobot.com/index.php?route=information/contact