Shipping Policy

1. Order processing

Processing time refers to the period required to prepare an order and transfer it to the shipping carrier. It does not include transit or delivery time.

In-stock products are generally shipped within 1 to 3 business days.

Pre-order products are shipped according to the estimated shipping date provided on their respective product pages.

If we cannot ship an order within the stated timeframe, we will contact you by email to offer a revised shipping date or the option to cancel the order for a full refund.

2. In-person event pickup

Customers may select Checkout & Pickup In-Person at checkout to collect their orders from RoboSTEM staff at an available event.

Pickup orders are not shipped, and no shipping charges apply. RoboSTEM also covers applicable local sales taxes for these orders.

Selecting pickup reserves the requested items for the chosen event but does not guarantee their availability.

Event inventory may come from our regular store stock or a separate supply brought by the staff member responsible for the event. Although we take precautions to prevent overselling, products may become unavailable or damaged before collection.

If an item cannot be provided, we will notify you before the event and issue a full refund for the unavailable item.

You may instead request shipment when the product returns to stock, provided it is eligible for shipping, or cancel the entire order for a full refund.

Please bring your order number when collecting your purchase.

If you provided a team number at checkout, your order will be reserved under that number. Otherwise, collection instructions will be sent to your email address before the event.

3. Shipping destinations and rates

We currently ship to addresses within the United States and Canada.

Shipping charges are calculated at checkout using available carrier rates based on the delivery address and the size, weight, and contents of the order.

We compare rates from established shipping carriers.

Available carriers and shipping services may vary depending on the destination, parcel specifications, carrier restrictions, and rates available when the order is placed.

4. Carrier selection and substitution

RoboSTEM reserves the right to replace the shipping carrier selected at checkout with another carrier offering a comparable or better service level.

Carrier substitutions may occur for any reason, including changes in carrier availability, collection schedules, service restrictions, rates, or delivery coverage.

If we change the carrier assigned to your order, we will notify you using the email address provided at checkout.

Tracking information, where available, will identify the carrier responsible for delivering the shipment.

A carrier substitution will not change the shipping amount charged by RoboSTEM at checkout.

For international shipments, however, different carriers may assess different customs brokerage or handling fees. These charges are determined by the carrier and destination country and may affect the amount payable upon delivery.

5. Delivery times and tracking

Delivery estimates begin when an order is transferred to the shipping carrier and do not include processing time.

Orders shipped within the United States generally arrive within approximately 5 to 10 business days after shipment.

Deliveries to Canada may take longer, particularly when customs clearance is required.

All delivery times are estimates and are not guaranteed. Actual transit times depend on the destination, selected service, carrier operations, and customs procedures.

We provide tracking information when available. International tracking updates may be temporarily interrupted while shipments undergo customs processing.

6. International orders, duties, and taxes

For international shipments, checkout prices do not include import duties, taxes, customs brokerage charges, or handling fees imposed by the destination country or shipping carrier.

Canadian orders

Most of our products qualify for duty-free import under the Canada-United States-Mexico Agreement (CUSMA).

However, Canadian orders may still be subject to applicable GST/HST and carrier-specific customs brokerage or handling fees.

Importer responsibilities

The recipient is responsible for all applicable import duties, taxes, customs charges, and carrier fees.

These charges are determined by the relevant customs authorities and shipping providers and are not included in the amount paid to RoboSTEM.

We complete customs declarations using accurate product descriptions and declared values as required by law. We cannot mark commercial shipments as gifts or declare values below their actual amounts.

If a shipment is refused or returned because the recipient does not pay applicable import charges, any refund will exclude the original shipping cost.

7. Customs clearance and restrictions

International shipments may be subject to inspection, processing delays, or additional requirements imposed by customs authorities.

We cannot guarantee international delivery dates and are not responsible for delays caused by customs inspection or clearance.

We reserve the right to cancel and refund orders that cannot lawfully be shipped to their destination.

RoboSTEM is not liable for products seized or destroyed by customs authorities.

8. Delivery addresses and lost shipments

Customers are responsible for providing complete and accurate shipping addresses and any contact information required by the carrier.

Shipments that are lost or returned because of incorrect or incomplete address information are the customer's responsibility.

If your shipment has not arrived within 30 days of its shipping date, contact contact@robostem.org so we can assist with tracking and investigating the delivery.

9. Shipping address discrepancies

Shipping rates are calculated using the delivery address provided during checkout.

If the final shipping address is in a different country from the address used to calculate the shipping charge, we will place the order on hold and contact you before shipping.

This may occur when an express payment service supplies a delivery address different from the one entered during checkout.

A change in destination country may require a different shipping service, additional shipping charges, and customs documentation.

We will not dispatch an international shipment using an incorrect shipping rate or inaccurate customs paperwork.

If the confirmed delivery address requires additional shipping charges, you may choose to pay the difference or cancel the order for a full refund.

We will proceed only after the address and any applicable additional charges have been confirmed.

10. Returns and refunds

For information regarding returns, refunds, damaged products, and other order issues, please review our Returns & Refunds Policy.

For shipping questions, contact contact@robostem.org.