Shipping Policy

Processing & handling time

Processing time is how long it takes us to prepare your order and hand it to the carrier — this is not the delivery time. Stock items typically leave our facility within 1–3 business days. Custom and made-to-order items are produced for you and ship in ~3–6 weeks depending on the item and the production speed you choose. Pre-order items ship on the date shown on the product page.

If we can't ship within the stated time, we'll email you to offer a revised date or the option to cancel for a full refund.

Where we ship

We ship within the United States and to Canada. Shipping rates are calculated at checkout based on your address and the carrier options available. We use Veeqo to rate-shop trusted carriers such as USPS, UPS, FedEx, DHL, and Canada Post.

Delivery time and tracking

Delivery time is the carrier's transit time after your order ships, and is separate from the processing time above. Once shipped, U.S. orders usually arrive within about 5–10 business days, and Canadian orders typically take longer plus any time held in customs. These are estimates, not guarantees, and depend on the carrier and your location.

We provide tracking where available. Tracking updates may pause while an international parcel moves through customs.

International orders: duties, taxes, and customs

Prices at checkout do not include import duties, taxes, or customs brokerage/handling fees charged by the destination country.

• Canada. Most of our items qualify for duty-free entry under the CUSMA trade agreement. Orders may still be subject to GST/HST and, depending on the carrier, a customs handling or brokerage fee collected on delivery.
• You are the importer. As the recipient, you are responsible for any duties, taxes, and fees your country charges. These are set by customs and the carrier, not by us, and are not included in your order total.

We declare full and accurate order values as required by law and cannot mark shipments as gifts or under-declare their value. If a parcel is refused or returned because import charges went unpaid, any refund will exclude the original shipping cost.

Customs delays

We can't guarantee delivery dates for international orders and are not responsible for delays caused by customs inspection or clearance. We reserve the right to cancel and refund an order we cannot lawfully ship, and we are not liable for items seized or destroyed by customs.

Accurate address and lost packages

Please provide a complete, accurate delivery address and any contact details the carrier needs. Parcels lost or returned because of an incorrect or incomplete address are the customer's responsibility. If a package hasn't arrived within 30 days of shipment, contact contact@robostem.organd we'll help track it down.

Returns

For returns and refunds, see our Returns & Refunds Policy.