At Robotime US, customer satisfaction is important to us. Due to the collectible and DIY nature of our products, our after-sales support focuses primarily on replacement, parts fulfillment, and issue resolution rather than product returns.
- Eligible After-Sales Claims
We provide support for the following situations:
- Products damaged during shipping
- Missing products or shortages in shipment
- Missing components or parts
- Manufacturing defects
Please contact us within 7 days of receiving your order and provide:
- Order number
- Photos of the product
- Photos of the packaging
- Description of the issue
- Missing Items & Short Shipments
If an item is missing from your shipment, Robotime US will review the claim and may provide:
- Replacement shipment
- Missing item fulfillment
- Credit toward a future order
The resolution method will depend on inventory availability and shipping conditions.
- Damaged or Defective Products
For products damaged during shipping or confirmed manufacturing defects, we may provide:
- Replacement parts
- Replacement products
- Store credit
- Other reasonable solutions determined by our support team
- DIY Kits & 3D Wooden Puzzles
For 3D wooden puzzles, book nooks, miniature houses, music boxes, and other DIY assembly kits:
- Missing or damaged components may be replaced when available.
- In certain cases, a complete replacement product may be provided.
- Blind Box & Collectible Products
Blind box products are shipped and managed in sealed case packs.
As a result:
- Individual blind box replacements may not be available.
- Approved claims may be resolved through future-order credit or compensation when applicable.
- Returns & Refunds
We generally do not accept returns or refunds for:
- Change of mind
- Ordering mistakes
- Personal preference
- Opened or assembled products
- Products damaged due to customer misuse
Refund requests will only be considered in exceptional circumstances approved by Robotime US.
- Wholesale Orders
Wholesale, distributor, and bulk purchase orders are subject to separate sales agreements and warranty terms.
Please contact your sales representative for assistance.
- Contact Us
Robotime US
23 South Front Street, Salem, NJ 08079
Email: office-us@robotime.com
Phone: +1 302-267-9430
