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.

In-person pickup at events

At checkout you can choose Checkout & Pickup In-Person instead of shipping and collect your order from our team at one of the events listed there. Nothing is shipped, no shipping is charged, and we cover the local taxes on these orders.

Choosing pickup reserves your items, but it is not a guarantee. Depending on the event, the items come either from the same stock as the rest of the store or from a box brought by whoever is running that event. Either way an item can sell out or be damaged between your order and the event. We do not oversell on purpose, and this should be rare.

If we cannot bring something you paid for, we will tell you before the event and refund that item in full. You can also ask us to ship it instead once it is back in stock, or to refund the whole order. Made-to-order items still need their production time, so please check that the event you pick is far enough out.

Bring your order number. If you gave us a team number we will have your order set aside under it; if you left it blank we will email you collection instructions before the event.

Where we ship

We ship within the United States and to Canada. Shipping rates are calculated at checkout from live carrier rates for your address and the contents of your order. We rate-shop established carriers such as USPS, UPS and DHL. Which carriers appear depends on the destination, the size and weight of the parcel, and what each carrier will accept on the day, so the options you see may differ from one order to the next.

Carrier selection and substitution

We may ship your order with a different carrier than the one shown at checkout. We reserve the right to substitute the selected carrier at any time, for any reason, with another carrier offering a comparable or better service level - for example when a carrier cannot collect in time, will not accept a parcel, or changes its rates, coverage or requirements.

If we substitute the carrier on your order, we will notify you at the email address on your order. Where tracking is available, your tracking details will show the carrier actually carrying the parcel.

Substituting the carrier does not change the shipping amount you were charged. It can, however, change the fees the destination country charges you on delivery: customs brokerage and handling fees are set by each carrier, not by us, and differ between them. See International orders below.

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.

If the delivery address does not match the address your shipping was priced for, we hold the order instead of shipping it. Shipping is quoted for the address entered at checkout. Some payment methods - including express wallets such as Apple Pay and Google Pay - can supply a different delivery address at the moment of payment. Where the address we are asked to ship to is in a different country from the one we quoted, we place the order on hold and contact you to confirm the address before anything ships.

We do this because a cross-border parcel is not the same shipment as a domestic one: it needs a customs declaration, a different carrier and service, and a different shipping charge. Shipping it on the wrong basis would mean sending it with inaccurate customs paperwork, which we will not do - we declare full and accurate values as required by law. Once you confirm the address we will either invoice the difference in shipping, or cancel and refund the order in full, whichever you prefer.

Returns

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