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FAQ

 

Placing orders

 

Q:How can I place an order on your website?

A:Please register at our website first and you will get a $10 shipping coupon after registration successfully. 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 can’t I choose shipping method?

A: Please kindly check shipping information and products first. EMS or FedEx can’t ship packages with battery, liquid or magnet. If the destination is Russia, please check if the items you buy contain battery, liquid or magnet. If yes, please contact  [email protected] for help.

 

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 on your website”.

 

Q:How can I know if I place orders successfully?

A:You can find all orders in order history of your DFRobot account. At the same time, you will receive order confirmation after placing orders successfully. If still failed, please check if money has been deducted from your paypal account or credit card. If yes, please send paypal receipt or transaction ID to  [email protected]. Otherwise, you are free to place a new order on our webstore.

 

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. If you are in a rush, please contact [email protected] for help.

Or you can search for other products as replacement at our store.

 

Q:Links don't seem to work.

A:First, we suggest you use Google Chrome to surf on our website. 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 already placed an order and want to add more items. How can I do that?

A:There is no problem if your order have not been shipped. You can place a new order in our website and choose “pickup from store” as shipping method. At the same time, don't forget to add comment that combine with your last order. It would be very appreciated that if you can send an email to [email protected] to notify.

 

Q:After payment, I find shipping information of my order is wrong. What should I do?

A:It’s no question before shipment. Please send right shipping information with your order ID to [email protected] soon. After shipment, we suggest that you can contact local logistics company to change shipping address first. If it can’t work, kindly contact [email protected] to process.

 

Q:I already paid for my order and want to change other items. Is that possible?

A:Please check your order status first in order history of your account. Before shipment, you can contact [email protected] directly to change products.

 

Q:How can I get the invoice?

A:You can find the order in order history of your account and print invoice. If original order information was changed or you want to add something new, please contact [email protected] directly with your order ID to it.

 

Q:Can I make PO orders?

A:We can accept PO orders if you're not convenient to make an online order and please contact [email protected] to proceed. Usually, placing online orders directly after registration can get reward points to be our VIP member and enjoy more discounts.

 

Payment

 

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

A:Yes, please contact [email protected] to proceed. Or you can cancel your order in My Account - Order History, and place a new order and choose PayPal as payment method directly.

 

Q:Can I pay via credit card?

A:Sure, there are two ways to use credit card.

First, you can choose "Credit Card" as payment method on confirmation page directly (Only applicable for orders below $1000).

Second, you're able to switch to paypal and select credit card option at the bottom of payment page.

 

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 protected], so that we can check and arrange ship faster.

 

Q:Can you send me invoice for my order?

A:Sure, you can print invoice in My Account - Order History after login. More details please refer to this blog: How to Print Invoices. Or if you have additional requirements, please leave a comment for this order or contact [email protected] directly.

 

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 emails to you about order status update.

 

Q:What is "Processing-Back ordered"? What is my order status?

A:"Processing-Back ordered" means there are some items in your order are out of stock currently. When you receive this email, you can choose to let us send the ready parts first if you need urgently and leave the out-of-stock items with your following orders. Or you can contact us to check lead time and decide if you need to wait full order or find other replacements.

If you don’t reply our email, we will ship until your ordered items are all in stock.

 

Shipping

 

Q:Can you ship to my country/place?

A:DHL usually can send to many places. You can send shipping information to [email protected] to confirm if you’re not sure.

For customers from Russia, there is only one option, EMS.

 

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 Shipping (Actually, the easiest way is to put items you want into shopping cart, then when you move to “check out” page, you can see every kinds of shipping method, shipping cost and also payment method.)

Note: If your account is VIP 3 or higher level, you can collect one free shipping coupon as upgrading gift. You can register or login to have a quick check at your VIP level.

 

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 EMS, 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. DHL or FedEx usually takes 5-7 working days during the pandemic but delivery times may be affected due to COVID-19. EMS will take a very long time than before during the pandemic and is risky to lose. If you need urgently, DHL or FedEx is a better choice.

 

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:Some items are missing when I opened the package, what can I do?

A:Kindly check your package carefully first. Then send some photos including all products you received and packing list in the box to [email protected] for assistance.

 

Q:I received the item but it does not work, what can I do?

A:First you can contact our tech-support via [email protected]. 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.

 

Q:I don't receive the package but tracking information indicates delivery. What should I do?

A:Please check if the address you left for original order is correct and take a look at your house and surroundings. If still failed, you can contact local logistics company to confirm. Finally please kindly feedback this question to [email protected] for help when your package can’t be found.

Other Questions

Please contact us.